Unified Routing – Effort Base Routing
Within Dynamics 365 we can now use effort-based routing to assign conversations or records to users. Meaning from Omnichannel for Customer Service we could route case records, web…
Neil Parkhurst
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Omnichannel for Customer Service – Callbacks
The new direct callback feature found in Microsoft’s Omnichannel for Customer Service gives customers the ability to request a callback as soon as an agent becomes available. I…
Omnichannel for Customer Service – Voicemail
A great new feature in Microsoft’s Omnichannel for Customer Service app relates to allowing customers to leave voicemails. In this blog post I will explore this new feature.…
Omnichannel for Customer Service – Overflow (v2)
I have previously blogged about the overflow capabilities in Microsoft’s Omnichannel for Customer Service. But the recent 2022 Wave 2 release has given us some additional capabilities. So,…
Dynamics 365 and Power Platform Birmingham Event – 24th Nov
We are really excited to announce our next Birmingham based face to face event. This time we’ll meet on 24th November. This will be our last Dynamics 365…
Field Service – Inspection Reporting
In previous posts I have explained how we can create inspections; in this post I will focus on how we gain access to the inspection data. (To support…
Two Timelines on One Dynamics 365 Form
I noticed almost in passing a new feature in the October “Wave 2” release of Dynamics 365. This is the ability to add more than one timeline per…
Field Service – Inspections Overview
The Dynamics 365 Field Service app gives us a cool feature to manage inspections. In this post I will give an overview of this feature. What are Field…
Delete Dynamics 365 Data – Based on an import “Hack”!
I recently saw a “trick” with Dynamics 365 that I thought was quite cool. So, I decided to document it in a blog post. This must be a…
Unified Routing – Preferred Agent Routing
A new feature is coming to the Unified Routing feature found in Microsoft’s Dynamics 365 Customer Service app …. It will allow us to route work items to…