by powercat | Apr 21, 2020 | Customer Service, Dynamics 365
Agent Scripts promote the use of being able to work through a set of questions or actions and Macro’s provide a level of automation which saves users so much time – now we want to look at putting them together to make the user experience helpful and...
by powercat | Apr 20, 2020 | Customer Service, Dynamics 365
Macro’s in Omni Channel Engagement allow for specific levels of automation to take place whilst a user is talking to a customer. The most common places to embed Macro’s are on Agent Scripts. This post covers how to get started with Macro’s and their...
by powercat | Apr 19, 2020 | Customer Service, Dynamics 365
Omni Channel Engagement promotes users to manage workloads and be served queries from multiple channels. An important feature is for users to be able to have access to search knowledge base articles without losing context. This post covers how! When a user accepts a...
by powercat | Apr 18, 2020 | Customer Service, Dynamics 365
This post is an essential and simple one. It covers what the difference between internal and external communication in the context of the Omni Channel Engagement Application, specifically for the Chat channel. The chat channel has the concept of a public message...
by powercat | Apr 17, 2020 | Customer Service, Dynamics 365
When a customer first opens with a live chat widget and even before they ask a question, it can be really helpful for the agent who accepts the incoming message to already have some information about that customer. This post looks at how to make this possible using...
