Dynamics 365 Customer Engagement
Omnichannel – Wave 2 2020
Yesterday was an extremely exciting day, for a number of reason! The main reason (& the purpose of this article) is that the release…
Tag: OmniChannel
Dynamics 365 Customer Engagement
Omnichannel & LogMeIn
Overview Many people in the IT scene will know of LogMeIn (https://www.logmein.com/), or LMI for short. For as long as I can remember (which…
Dynamics 365 Customer Engagement
Omnichannel for Customer Service – Notifications
Microsoft’s Omnichannel for Customer Service includes the ability to alert your agents when incoming conversations arrive or if someone transfers a conversation to them…
Dynamics 365 Customer Engagement
Setup Entity records routing – Omnichannel for Customer Service
In the previous posts, we learn about provisioning, setting up a live chat, and WhatsApp channel. In this post, we’d see how to set…
Dynamics 365 Customer Engagement
Omnichannel for Customer Service – Skills based routing AND Virtual Agents
Recently I was asked to consider a requirement to roue web chats within Omnichannel for Customer Service in a particular way. In this post…