PowerCat Blog

Welcome to the #PowerCat blog! This blog contains guides, tips, tricks and full walkthroughs on how to configure Dynamics 365 and other related Microsoft Technology Applications. Use the featured sections just below, or scroll to the bottom of the page for the full category list.

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...
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...

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

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...

Omni-Channel Guides

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 -...

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

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

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...

Linking records to a Conversation in Omni Channel Engagement

Linking records to a Conversation in Omni Channel Engagement

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...

Understanding Work Distribution Type in Omni Channel Engagement

Understanding Work Distribution Type in Omni Channel Engagement

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...

Setting up Agent Scripts in Omni Channel Engagement

Setting up Agent Scripts in Omni Channel Engagement

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...

What are Application Tabs in Omni Channel Engagement?

What are Application Tabs in Omni Channel Engagement?

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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