by powercat | Apr 26, 2020 | Customer Service, Dynamics 365
We have looked in detail around interactions with staff and customers work within Omni Channel Engagement in previous posts and now lets take a deep dive into how these conversations are represented in the rest of Dynamics 365 on Customer records. Omni Channel...
by powercat | Apr 25, 2020 | Customer Service, Dynamics 365
We covered how to set the presence in Omni Channel Engagement in a previous post, and this post will cover how to create your own Custom Presence in the Omni Channel Engagement application! The previous post covered how to set the presence using the default out of the...
by powercat | Apr 24, 2020 | Customer Service, Dynamics 365
When creating widgets that appear on the front page of a companies website or even within in their customer service section, some considerations need to be made. It is important the widgets reflect the brand guidelines of the organisation and blend in with the...
by powercat | Apr 23, 2020 | Customer Service, Dynamics 365
Many of the recent posts have been focused on the Chat Channel within the Omni Channel Engagement Hub. You may have been wondering what other channels are available within the application. The channel which has the most confusion is the Entity Channel. What does this...
by powercat | Apr 22, 2020 | Customer Service, Dynamics 365
This post covers a review of the real time sentiment analysis in the Omni Channel Engagement Application When a customer has started a live chat and begins talking, the is real time sentiment analysis enabled by default that gives users the ability to see, based on...
