Microsoft Dynamics 365 | NEIL PARKHURST (MVP)

Resizing the Omnichannel Communication Panel | Dynamics 365 Customer Service

If you're looking for ways to improve the customer service experience within Microsoft's Dynamics 365 Omnichannel, resizing the communication ...

4 days ago

The latest update to Dynamics 365's April 2024 wave has introduced new features to the outbound dialer in Omnichannel for Customer Service. Th...

4 days ago

Microsoft's Omnichannel for Customer Service now offers a feature allowing for the filtering of agents by skill when beginning a consult. This...

5 days ago

Microsoft's Omnichannel for Customer Service just got even more user-friendly. With the latest update, agents can now test their speaker and m...

11 days ago

Omnichannel for Customer Service just introduced a new feature that allows the collection of feedback from agents on call quality. In this pos...

11 days ago

I have recently been working on a requirement to store case summary data. In this post I will explain how I created an approach to store a "sn...

25 days ago

When using Microsoft's Omnichannel for Customer Service we can use agent scripts to offer prompts to agents or trigger productivity macros. In...

1 month ago

We have another amazing free Dynamics 365 / Power Platform event planned for April! Our next in-person meeting will take place on Thursday 11t...

1 month ago

I was recently asked how we can control the filters available to agents when using the knowledge articles. I needed to research this feature; ...

2 months ago

In this post, the topic of discussion is Microsoft's Omnichannel for Customer Service and the importance of having phone numbers in a specific...

2 months ago