Dynamics 365 Customer Engagement
Omnichannel Macros
I’ve previously touched on macros in https://thecrm.ninja/omnichannel-productivity-tools/, but with some new functionality that’s now come out, I thought it would be quite interesting to…
Tag: OmniChannel
Dynamics 365 Customer Engagement
Omnichannel for Customer Service – Collection
Omnichannel for Customer Service OmniChannel for Customer Service provides omnichannel capabilities directly in Dynamics 365. Additionally it includes enterprise grade routing and also works…
Dynamics 365 Customer Engagement
Omnichannel for Customer Service – Voice and Video Calls
Microsoft’s Omnichannel for Customer Service allows us to escalate web chat conversations to voice and video calls, this is a great feature when conversations…
Dynamics 365 Customer Engagement
Omnichannel for Customer Service – Agent Scripts & Macros (and slugs)
Omnichannel for customer service contains a number of features to help improve agent productivity. In this post I will explore two of these ….…
Dynamics 365 Customer Engagement
Omnichannel & Application Tabs
One of the really nice things about the Omnichannel Agent experience is that it uses tabs. The conversation itself is in the left side…