I recently had a small challenge, which I have decided to blog about just in case you face a similar issue. I had a requirement to send emails from a queue but when I created an email in my Dynamics 365 Sales Hub app I could only send emails from ...
We can now enable enhanced case forms within the Customer Service Workspace. (Microsoft’s Dynamics 365 Customer Service app that supports multiple sessions / tabs.) In this blog post I will explain how to enable this new experience and expla...
When we are using Omnichannel for Customer Service we can use Unified Routing to assign conversations to a contact’s preferred agent. This is a useful approach to give a personalized experience to customers. But I’ve always had a conce...
I can’t believe it is almost May already! Summer is almost here …. We are busy planning the next Birmingham Dynamics 365 and Power Platform User Group (D365PPUG). It’s going to be a great free evening of presentations in Birmingham. So...
Microsoft’s Omnichannel for Customer Service includes “loads” of reporting options. One of my favourite reports right now is the “real-time analytics” dashboard. In this post I will explain why and comment on how you ...
I recently had a requirement to display a list of opportunities in a gallery in a canvas app screen. This was easy to achieve but my opportunities were in multiple currencies so how could I show money values with the correct currency symbol? In th...
In this post I will explain how I initially connected Microsoft’s Dynamics 365 Omnichannel for Customer Service to Azure Communication Services and configured the voice channel.
I’d already installed Dynamics 365 Omnichannel and enable...
I have blogged a few times about capabilities around service level agreements (SLAs) within Dynamics 365 Customer Service! This time I plan to cover a specific requirement that frequently arises …. as we often need to understand the impact on our ...
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