Dynamics 365 Customer Engagement
Omnichannel & Knowledge Articles
One of the most useful features that Dynamics 365 has to offer (in my opinion) is the ‘Knowledge Base’ feature. The purpose that this…
Tag: OmniChannel
Dynamics 365 Customer Engagement
Omnichannel for Customer Service – Session Templates
Within Microsoft’s Omnichannel for Customer Service we can configure how sessions open. The product ships with some default templates that may be all you…
Dynamics 365 Customer Engagement
Omnichannel Agent Presence
One of the main parts of any system is to see who’s available to handle customer service queries. This is, of course, vitally important…
Dynamics 365 Customer Engagement
Omnichannel for Customer Service – SMS
Omnichannel for Customer Service allows us to integrate SMS with Dynamics 365, in this post I will look at how this operates and how…
Dynamics 365 Customer Engagement
Agent Notes in Omnichannel
Anyone familiar with Dynamics 365 will of course be aware of ‘Notes’. These are the very useful ability to for system users to add…