Dynamics 365 Customer Engagement
What is a Session Template in Omni Channel Engagement?
You might have come across Sessions already in Omni Channel Engagement and I cover exactly what they are in this… Continue Reading admin’s Article…
Tag: Omni
Dynamics 365 Customer Engagement
Create Custom Quick Replies in Omni Channel Engagement
When managing multiple different queries, complaints and conversations from different channels, it can really help to have some ‘precanned’ replies… Continue Reading admin’s Article…
Dynamics 365 Customer Engagement
Using Multi-Tabs in Omni Channel Engagement
Within Model Driven Apps and Dynamics 365 in general, users are familiar with navigating on the site map (which has… Continue Reading admin’s Article…
Dynamics 365 Customer Engagement
Using both the Consult and Transfer features in Omni Channel Engagement
You know how to use the Consult feature, and you know how to use the Transfer feature – but have… Continue Reading admin’s Article…
Dynamics 365 Customer Engagement
Downloading Chat Transcripts as a Customer in Omni Channel Engagement
As a customer, when we utilise live chat features of organisation, it can be an amazing experience. We get what… Continue Reading admin’s Article…