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Using Macros in Agent Scripts within Omni Channel Engagement

Using Macros in Agent Scripts within Omni Channel Engagement

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 delightful. Ensure...

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Getting started with Macros in Omni Channel Engagement

Getting started with Macros in Omni Channel Engagement

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 capabilities in...

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Search on Knowledge Base Articles in Conversations using Omni Channel Engagement

Search on Knowledge Base Articles in Conversations using Omni Channel Engagement

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...

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Internal and External Communication in Omni Channel Engagement

Internal and External Communication in Omni Channel Engagement

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 -...

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Add Pre-Chat Questions to a Widget in Omni Channel Engagement

Add Pre-Chat Questions to a Widget in Omni Channel Engagement

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...

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Linking records to a Conversation in Omni Channel Engagement

Linking records to a Conversation in Omni Channel Engagement

Apr 16, 2020 | Customer Service, Dynamics 365

We covered in a previous post what the conversation entity is in Omni Channel Engagement. One of the most fundamental actions in a Conversation is linking records to it to get better context of a customer's current situation. This post will cover what linked records...

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Understanding Work Distribution Type in Omni Channel Engagement

Understanding Work Distribution Type in Omni Channel Engagement

Apr 15, 2020 | Customer Service, Dynamics 365

The Work Distribution Type in Omni Channel Engagement comes up in many different places within the app. Work Distribution Type is set on the Work Stream record and is either 'Pick' or 'Push'. Read on to find what this means! When the Work Distribution Mode is set to...

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Setting up Agent Scripts in Omni Channel Engagement

Setting up Agent Scripts in Omni Channel Engagement

Apr 14, 2020 | Customer Service, Dynamics 365

Scripts are an awesome feature in Omni Channel Engagement that are designed to give 'Agents' ie. Users the ability to have a script within the same window they are talking to the customer in. This provides a way of standardising operating procedures and ensuring...

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What are Application Tabs in Omni Channel Engagement?

What are Application Tabs in Omni Channel Engagement?

Apr 13, 2020 | Customer Service, Dynamics 365

You may have read about Session Templates and now want to learn more about what an Application Tab is? This post will cover exactly what Application Tabs are and how to get started in the Omni Channel Engagement application. Application Tab 'Templates' (technically)...

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How to Minimise the Conversation Window in Omni Channel Engagement

Apr 12, 2020 | Customer Service, Dynamics 365

Sometimes the conversation window can get in the way - this post covers how to get more real estate within the main screen in Omni Channel Engagement. Sometimes there may be a need to get more screen space whilst in the conversation. You may want to do some searching...

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