by admin | Apr 30, 2020 | Customer Service
Not all times you will want to provide live chat opportunities for a customer to a real person. Self Service is huge when it comes to serving a customer on their terms, at the time and method that suits them, whilst keeping more specific 1:1 interactions for more...
by admin | Apr 29, 2020 | Customer Service
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...
by admin | Apr 28, 2020 | Customer Service
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...
by admin | Apr 27, 2020 | Customer Service
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...
by admin | Apr 26, 2020 | Customer Service
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...
by admin | Apr 25, 2020 | Customer Service
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...
