#PowerCat Blog

What is the Common Data Service?

This post defines what both the Common Data ServiceĀ (CDS) and the Common Data ModelĀ (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...
Conversation States in Omni Channel Engagement

Conversation States in Omni Channel Engagement

One of the features when I first started reviewing Omni Channel Engagement which I found challenging was to understand the conversation state within the application. I found in some cases I could edit the conversation, then I couldn't and it can be fairly confusing....

Conversation States in Omni Channel Engagement

One of the features when I first started reviewing Omni Channel Engagement which I found challenging was to understand the conversation state within the application. I found in some cases I could edit the conversation, then I couldn't and it can be fairly confusing....

An Introduction to Skill Based Routing in Omni Channel Engagement

We have looked at how the Entity Records Channel uses routing and this post will now take it even further and give an introduction on how Skill Based routing works in the Omni Channel Engagement App. Skill Based routing in Omni Channel Engagement provides companies...

Omni-Channel Engagement

Supervisor Monitoring in Omni Channel Engagement

Supervisor Monitoring in Omni Channel Engagement

When organisations are managing incoming requests from multiple channels, there needs to be some oversight to ensure the users can be supported, especially if things get challenging or customers get angry. The Omni Channel Engagement application provides an easy way...

Conversation States in Omni Channel Engagement

Conversation States in Omni Channel Engagement

One of the features when I first started reviewing Omni Channel Engagement which I found challenging was to understand the conversation state within the application. I found in some cases I could edit the conversation, then I couldn't and it can be fairly confusing....

An Introduction to Skill Based Routing in Omni Channel Engagement

An Introduction to Skill Based Routing in Omni Channel Engagement

We have looked at how the Entity Records Channel uses routing and this post will now take it even further and give an introduction on how Skill Based routing works in the Omni Channel Engagement App. Skill Based routing in Omni Channel Engagement provides companies...

See Conversations in Dynamics 365 in other Apps from Omni Channel

See Conversations in Dynamics 365 in other Apps from Omni Channel

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...

Create a Custom Presence in Omni Channel Engagement

Create a Custom Presence in Omni Channel Engagement

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...

Creating Custom Style Widgets in Omni Channel Engagement

Creating Custom Style Widgets in Omni Channel Engagement

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...

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