Introduction ACS can receive calls, but D365 Contact Center needs event
notifications to route calls, track recording events, and handle SMS. That’s why
we configure Event Grid webhooks and connect them to the endpoints provided by
D365. In this p...
Introduction In Contact Centres, the “Voice” channel is a critical channel
because customers call when issues are urgent or complex, and they want a human
fast. Voice channel in D365 Contact Centre lets you route those calls to the
right agent/que...
In the earlier post, we saw the standard process in Estimated Duration
calculation for the manual work orders and the work orders generated from the
Agreement. At times, it gets complicated in scenarios when Field Service is
integrated with a diff...
In D365 Field Service, the Work Order Estimated Duration plays a pivotal role in
scheduling and resource allocation. By default, this duration is calculated
based on the associated Incident Types and their respective Service Tasks,
either manually...
While moving Dynamics 365 Marketing (Customer Insights Journey) assets from one
environment to another, you might encounter a solution export error due to
special characters in file names—particularly the # symbol. Background I have
transferred Ma...
If you are working in an enterprise Dynamics 365 Field Service implementation
with RSO (Resource Scheduling Optimization) add-in, you must have felt that
there is limited information about RSO and there aren’t many blog posts
available either. One...
Today when I tried to open advanced settings as usual, realized that the old
‘Settings’ menu has got a total revamp and replaced by an app named, ‘Power
Platform Environment Settings’. Power Platform Environment Settings app replaces
the legacy, w...
Simulation runs come quite handy when we set up a new RSO rule or adjust the existing settings in the scope and goal when there is an issue or when the requirements change. This allows us to review the resource assignment, keep adjusting the RSO p...
781
Like
(0)