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…
I have recently started using Microsoft’s “Omnichannel Admin Center” app to configure Dynamics 365 Omnichannel for Customer Service. This replaces our previous app to…
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…
Recently I was asked to consider a requirement to roue web chats within Omnichannel for Customer Service in a particular way. In this post…
Within Omnichannel, we have the ability to route conversations based on different factors. At this point in time, there’s Skill-Based routing (covered at https://thecrm.ninja/omnichannel-for-dynamics-365-skills-part-ii/),…
