When managing multiple different queries, complaints and conversations from different channels, it can really help to have some ‘precanned’ replies which can be easily sent to customers. This is an quick way to help users in call-centres who manage high volumes of calls to still retain the human to human interaction, allowing a great mix of efficiency that promotes great customer service. This is achieved using Quick Replies in Omni Channel Engagement. This post shows how to create a custom Quick Reply and use it in a live chat conversation.
Within Model Driven Apps and Dynamics 365 in general, users are familiar with navigating on the site map (which has been both vertical and horizontal in the last decade) and moving around views, forms and using relationships as hyperlinks to jump between records. Recently, tabs have also proven to be a great form experience for model driven apps too. Omni Channel Engagement add an additional type of experience which is different than what has been known previously. This will be covered in this post.
You know how to use the Consult feature, and you know how to use the Transfer feature – but have you used both? There may be the need to first begin with a Consult to discuss a question with an additional agent, but also then go ahead and transfer them to the same agent and finish up things your end. This post covers how this works in Omni Channel Engagement and some notable things to remember when doing so.
As a customer, when we utilise live chat features of organisation, it can be an amazing experience. We get what we need quickly and we get it done. This could be information regarding an order update or a refund request. In these circumstances it is normal to want to download a transcript of that conversation should something happen in the future which means we need to go back to the organisation and show previous conversations and this engagement with staff. This can be achieved using the download feature in a live chat widget within Omni Channel Engagement. This post covers how to enable this inside the Omni Channel Engagement application in Dynamics 365.
The consult feature was covered in the previous post, but the ability to transfer is slightly different. There is the ability in Omni Channel Engagement application to transfer a conversation in live chat completely to another available agent. This blog post covers how to use this feature!
Being able to ask for assistance or advice inside an organisation is often a key requirement from customer service staff, it’s impossible to know everything! Sure we can go ahead and ask on emails and have a background to and fro if the other person happens to be online and responding to you in real time, but sometimes that’s really hard to manage if there isn’t the set up for it nor handling multiple applications at once. This increases wait time for a customer and the time a case is open. Not great for a world which is built on instant feedback and resolution. This post introduces the Consult feature which solves this problem in Omni Channel Engagement and how to use it!
This blog post covers exactly what Sessions and Conversations are within the Dynamics 365 Omni Channel Engagement app. They are sometimes used interchangeably, but they are in fact two different entities and have different purposes for managing customer interactions.
Omni Channel Engagement is an Application within the Microsoft Dynamics 365 family and also part of the Customer Service family of products in the Microsoft Business Applications stack. You might be wondering what Omni Channel means, and why it would be different to something like Multi Channel. Some of you may even be wondering what a channel even is. This article covers all of these and more – it gives less than a 5 minute introduction to all of these concepts and what the Microsoft Omni Channel Application is capable of.
Dynamics 365 for Sales is an application created and managed by Microsoft that gives Sales departments capabilities to manage Leads and Opportunities, right through to Invoices. This post gives a basic introduction to the capabilities of Dynamics 365 for Sales.
This post defines what both the Common Data Service (CDS) and the Common Data Model (CDM) are. The Common Data Service and the Common Data Model are core concepts in Microsoft Business Applications and the whole PowerPlatform, so it’s important to know what they are if your planning on or already in this area. This post aims to do this in a simple and easy to understand way.
The Common Data Service aims to be a single place for data used in interactive applications across an organisation. It achieves this in a few different ways. Read on to find out how!
This post covers how to connect Azure Custom Vision Service (over at ) with Microsoft Flow, enabling the use of the prediction within Canvas and Model-driven Apps, the Common Data Service and PowerBI. I’m a huge user and fan of Azure Cognitive Services (there are many) and Microsoft Flow, so being able to use Flow as the platform that connects an App to these services can offer tremendous value. Check out how to do this right now!
I am a Community Reporter for Microsoft Ignite, Orlando 2019!
Virtual Agents are a feature that allows organisations to create a Bot for customers to engage with on websites by asking it questions and providing automation capabilities. It is currently in preview and you can read all about what they are, their features and how to get started in this post here. It’s awesome thinking it can just be used for outside of an organisation, but what about for internal use? Virtual Agents can be embedded into Dashboards, and basically anywhere you can put an IFrame – (anywhere you can add HTML, which is ANYWHERE!). This post takes a look at how to do this and what the benefits are to an organisation.
So this post is out of pure frustration that this information seems to be really hard to find (for me anyway) for what seemed like a basic requirement. I wanted to load a Gallery of information in a Canvas App based on the status reason within the Common Data Service. This field is often used in model-driven apps, including Dynamics 365 so being able to filter on this is pretty necessary for companion Canvas based apps.