Microsoft Dynamics 365 | NEIL PARKHURST (MVP)

Microsoft Dynamics 365 | NEIL PARKHURST (MVP)

https://neilparkhurst.com

NEIL PARKHURST (MVP)

Omnichannel for Customer Service – Conversation Categories

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Omnichannel for Customer Service – Conversation Categories

With Microsoft's Omnichannel for Customer Service I recently had a requirement to create one or more categories for each conversation. The idea being that agents could categorize conversations to support various reporting requirements later down the line.

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