crmcat

Downloading Chat Transcripts as a Customer in Omni Channel Engagement

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.

April 6, 2020

The Transfer feature in Omni Channel Engagement

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!

April 5, 2020

Using the Consult Feature in Omni Channel Engagement

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!

April 4, 2020

Sessions and Conversations in Omni Channel Engagement

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.

April 3, 2020

Manage Presence in Omni Channel Engagement

This post is an overview of how presence is managed in Dynamics 365 Omni Channel Engagement.

April 2, 2020

What is Omni Channel Engagement?

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.

April 1, 2020

What is Dynamics 365 for Sales?

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.

January 7, 2020

What is the Common Data Service?

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!

September 26, 2019

Connecting Azure Custom Vision with Microsoft Flow

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!

September 15, 2019

I am a Community Reporter for Microsoft Ignite, Orlando 2019!

I’m a Community Reporter for Microsoft Ignite 2019!

August 27, 2019

Adding Virtual Agents to Dynamics 365 Dashboards for Internal Use

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.

July 8, 2019

Filter a Gallery in Canvas Apps on the Status Reason field (or any other OptionSet in CDS)

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.

July 4, 2019

https://docs.microsoft.com/en-us/business-applications-release-notes/april19/

Remember to check out the April Release Notes for PowerPlatform & Dynamics 365

July 3, 2019

Creating a Custom Flow for Virtual Agent Experiences

This blog post is an extension of the Getting Started with Virtual Agents, so if you’d like the background or know how to get started before you read this, check out that post first!

Custom Flows in the Virtual Agent Experience need to meet some specific requirements to display, because VA’s don’t just allow any old Flow to be used. I’ve listed them below.

June 28, 2019

Getting Started with Virtual Agents in Dynamics 365

Being able to talk to a live chat agent is a popular website feature, especially in the Retail industry where staff are on hand to be able to manage and solve customer queries so they can get back to buying products. This became a popular service-oriented capability and more industries are adopting this feature, but one step further. Being able to embed bot technology before a real person is even required has now become the go-to strategy for customer service.

June 28, 2019