#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...
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...

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

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

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...

Omni-Channel Engagement

What is the Entity Channel in Omni Channel Engagement?

What is the Entity Channel in Omni Channel Engagement?

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...

Sentiment Analysis in Omni Channel Engagement

Sentiment Analysis in Omni Channel Engagement

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...

Using Macros in Agent Scripts within Omni Channel Engagement

Using Macros in Agent Scripts within Omni Channel Engagement

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...

Getting started with Macros in Omni Channel Engagement

Getting started with Macros in Omni Channel Engagement

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...

Internal and External Communication in Omni Channel Engagement

Internal and External Communication in Omni Channel Engagement

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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