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I have the task of implementing very complex agent scripts for replacing our current very out of date application, I wonder is D365 or Power Apps could do the job
Hi Leah,
D365 Customer Serivce is where all is tied up and all our work is being carried out using the D365 Unified Interface App: case management, KB etc, we don't use chat the whole process is carried by the CS Team via Phone calls, scripting those calls it is a must but some of the scenarios can be very difficult to implement, the case management 3rd Party App that the team is using it is out of date, no compatible with dataverse and needs replacement, the upper management thought that D365 or a Power App could be a solution
At the present time using
There are few issues:
The CS team will need to be able to edit and add those scripts as they which
As I said I tried with Business Process Flows, Customer Service Workspace Agent but both are very simple and looks not suitable, don't know if Omnichannel will give extra functionality that could accommodate these complex scripts, we will need to make a strong case for buying or adding the Omnichannel Messaging addon
You need Customer Service Engagement or Enterprise for these and we have the licensing and the PowerApps already the CS team and must Agent Scripting Call is a must that we are investigating about how achieve this goal if possible with D365
Hi dynamicstechy,
Maybe you can know about customer Service app, which has case entity, KB management and ChatBots and Virtual Agents.
Customer Service Overview (Dynamics 365 Customer Service) | Microsoft Docs
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