Dynamics 365 Customer Engagement
Omnichannel vs Customer Service Workspace
This is a question that I’m being asked on a semi-regular basis at the moment, so I thought it would be helpful to do…
Tag: OmniChannel
Dynamics 365 Customer Engagement
Unified Routing without Omnichannel!
I have recently written a few blog posts which describe some of the features of Unified Routing with Dynamics 365. In the main those…
Dynamics 365 Customer Engagement
MB-230: Microsoft Dynamics 365 Customer Service – Omnichannel Record Routing
I am currently revising for the MB-230 exam. This exam is for Microsoft Dynamics 365 and covers all aspects of customer service. As I…
Dynamics 365 Customer Engagement
MB-230: Microsoft Dynamics 365 Customer Service – Omnichannel Agent Experience
I am currently revising for the MB-230 exam. This exam is for Microsoft Dynamics 365 and covers all aspects of customer service. As I…
Dynamics 365 Customer Engagement
Omnichannel for Customer Service – Use Machine Learning to Route Cases
Microsoft’s Omnichannel for Customer Service can make use of the Unified Routing option to intelligently route items to agents. In this post I will…