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Customer Service Technical Guide

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Posted on by Bill Whalen - Micro...

Hello,

Is there a technical architecture guide anywhere focused on how Customer Service and Omnichannel are constructed? I can find the reference tables and what not, but I'd like to understand which tables do what, how the UI is constructed (which views and dashboards make up the UI) and then what other processes are dependencies.

I'm working on a use case and need to figure out how to visually display it similar to the Omnichannel Agent Dashboard...but still separated from that Dashboard and views. Find it a bit odd that I can't find any sort of technical deep dive on the inner-workings of the total solution.

Thanks!

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Bill Whalen - Micro... on at

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I didn't find a guide, but I did figure out how to extend the current Omnichannel setup to accommodate for inbound email, AI model classification of inbound customer intent for customer service and routing that into a queue for processing. I also setup a dashboard that shows just the email interactions and different segmentations. I figured having emails on a separate dashboard would be the most helpful b/c it's not a real-time conversation like web chat, voice etc.

Next steps...I'll be building out more around the intent to automate parts of the workflow. For instance, if it's an RMA or return request...if the order # is missing, the system would email the customer back asking for their order #. Taking it a step further, setting up Power Platform to lookup any open orders against the customer record and asking the customer to select which order of the open orders they'd like to return.

More to come...

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Hi Bill,

Thanks for sharing!:)

For "but I'd like to understand which tables do what"

You can install a model-driven app called the Metadata Browser which will allow you to view all the tables and metadata properties that are found in the system.

Browse the metadata for your organization (Developer Guide for Dynamics 365 Customer Engagement (on-premises)) | Microsoft Docs

And you can refer following links to know more about Omnichannel for Customer Service:

Introduction to Omnichannel for Customer Service | Microsoft Docs

Connect and engage with customers with Omnichannel for Dynamics 365 Customer Service - Learn | Microsoft Docs

Also looking forward to more of your sharing!

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