#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....

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...

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...

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...

Omni-Channel Engagement

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)...

How to Minimise the Conversation Window in Omni Channel Engagement

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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