Presentation 1 : Unified Routing – more intelligent that you think!
With Dynamics 365 Customer Service we now have a new approach to routing cases (and other records) …. Unified Routing can be a powerful tool to route cases and emails within the Omnichannel for Customer Service app. But Unified Routing isn’t just about Omnichannel, in fact anyone with a Customer Service Enterprise license can use Unified Routing.
Plus we can now use machine learning to “read” case descriptions or email content and intelligently route the records to the best agent.
In this demo Neil will explain how to configure Unified Routing from the Customer Service Hub and explain how he used machine learning to train an intelligent routing model.
Presentation 2 : Deliver Customer Documents, communicate and take payments – All with Power Automate
In this session we will delve deeper into the power of using Power Automate as a web server with the “When a HTTP Request is received” trigger. Several demos will explore what is possible using this extremely powerful connector.
