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...
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

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...

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

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...

Omni-Channel Guides

Downloading Chat Transcripts as a Customer in Omni Channel Engagement

Downloading Chat Transcripts as a Customer in Omni Channel Engagement

As a customer, when we utilise live chat features of organisation, it can be an amazing experience. We get what we need quickly and we get it done. This could be information regarding an order update or a refund request. In these circumstances it is normal to want to...

Transfer feature in Omni Channel Engagement

Transfer feature in Omni Channel Engagement

The consult feature was covered in the previous post, but the ability to transfer is slightly different. There is the ability in Omni Channel Engagement application to transfer a conversation in live chat completely to another available agent. This blog post covers...

Using the Consult Feature in Omni Channel Engagement

Using the Consult Feature in Omni Channel Engagement

Being able to ask for assistance or advice inside an organisation is often a key requirement from customer service staff, it's impossible to know everything! Sure we can go ahead and ask on emails and have a background to and fro if the other personĀ happens to be...

Sessions and Conversations in Omni Channel Engagement

This blog post covers exactly what Sessions and Conversations are within the Dynamics 365 Omni Channel Engagement app. They are sometimes used interchangeably, but they are in fact two different entities and have different purposes for managing customer interactions....

Manage Presence in Omni Channel Engagement

Manage Presence in Omni Channel Engagement

This post is an overview of how presence is managed in Dynamics 365 Omni Channel Engagement. Dynamics 365 Omni Channel Engagement allows users to manage their own presence in the same way as Microsoft Teams and previously we did in other programs such as Skype for...

What is Omni Channel Engagement?

What is Omni Channel Engagement?

Omni Channel Engagement is an Application within the Microsoft Dynamics 365 family and also part of the Customer Service family of products in the Microsoft Business Applications stack. You might be wondering what Omni Channel means, and why it would be different to...

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