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Macros enables users to perform the set of sequential actions – repetitive and monotonous – in a more process complaint manner, which can be reused across different sessions, making it faster, more efficient and less error prone. To define a Macro, navigate to Omnichannel Administration app > Agent … Continue reading “Macros in Omnichannel and Customer Service Workspace – Dynamics 365”
Agent scripts are available within the Productivity pane in the Customer Service workspace and Omnichannel for the Customer Service app. Agent scripts contains series of steps that will guide the agents while working, helping them to be more efficient. More on Customer Service Workspace – https://nishantrana.me/2020/08/13/new-customer-service-workspace-app-preview-in-dynamics-365-2020-release-wave-2/ Omnichannel for Customer … Continue reading “Agent scripts in Omnichannel and Customer Service Workspace – Dynamics 365”
In the previous posts, we learn about provisioning, setting up a live chat, and WhatsApp channel. Posts on Omnichannel for Customer Service (Dynamics 365) In this post, we’d see how to set up an Entity records channel. Through the Entity records channel, we can route cases as well as … Continue reading “Setup Entity records routing – Omnichannel for Customer Service”
In the previous post, we provisioned the Omnichannel for Customer Service and had configured the Chat channel. Posts on Omnichannel for Customer Service (Dynamics 365) In this post, we’d see how to set up the WhatsApp channel (preview) Within the Omnichannel Administration app, navigate to Channels à WhatsApp and … Continue reading “Setup WhatsApp Channel (Preview) in Omnichannel for Customer Service”
In the previous post we saw how to provision the Omnichannel for Customer Service, below are some of the basic steps we will follow to set up Chat channel Posts on Omnichannel for Customer Service (Dynamics 365) Assign Omnichannel security roles to users. Create Queue(s) and add the users … Continue reading “Setup Chat channel– Omnichannel for Customer Service”
For one of our projects we are exploring capabilities of Omnichannel. Below are the steps for provisioning the Omnichannel for Dynamics 365 Customer Service for quick reference. Posts on Omnichannel for Customer Service (Dynamics 365) First, we need to make sure we have the Customer Service Hub already installed. … Continue reading “Provision – Omnichannel for Dynamics 365 Customer Service”
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