Microsoft Dynamics 365 and Unified Service Desk
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Neil Parkhurst is Microsoft MVP with a passion for all things Dynamics related includes posts on CRM and USD.
Microsoft Dynamics 365 and Unified Service Desk
2w ago
In this post I will suggest some basic steps worth considering if you are trying to reduce chat spam when using Microsoft’s Dynamics 365 Contact Center ..read more
Microsoft Dynamics 365 and Unified Service Desk
3w ago
Whilst using Microsoft’s Dynamics 365 Contact Center (and other Dynamics apps) we use Unified Routing to route conversations to agents. When the selected queue is “busy” overflow logic can be used to decide how to route work items. Recently Microsoft have made some improvements to the overflow feature, I will discuss these in this post ..read more
Microsoft Dynamics 365 and Unified Service Desk
2M ago
Whilst using Microsoft’s Dynamics 365 Contact Center, Unified Routing is used to route conversations to agents. A process which needs to leverage the agents availability. From time to time, I have experienced an issue that the agent availability can become out of step with reality ..read more
Microsoft Dynamics 365 and Unified Service Desk
2M ago
Have you tried loading Microsoft’s, customer service workspace in multiple browsers? If you are working with Dynamics 365 Contact Center and haven’t tried recently you might want to experiment with it ..read more
Microsoft Dynamics 365 and Unified Service Desk
2M ago
I’m using Microsoft’s Dynamics 365 Contact Center to route cases and I have multiple queues …. what if I want one queue to have priority over another ..read more
Microsoft Dynamics 365 and Unified Service Desk
2M ago
Are you using the voice channel of Microsoft’s Dynamics 365 Contact Center (aka Omnichannel for Customer Service)? If you are … you need to be aware that you must upgrade your voice channel by 31st Dec ..read more
Microsoft Dynamics 365 and Unified Service Desk
2M ago
Recently I noticed that a couple of my customers hadn’t set the options on their chat widgets to only show on certain domains. I would like to suggest that restricting your widget to known domains is important! Therefore, in this post I will explain the option ..read more
Microsoft Dynamics 365 and Unified Service Desk
2M ago
You may (or may not) be aware that the diagnostics option in Unified Routing has been deprecated. It is being replaced by diagnostics in Azure Application Insights ..read more
Microsoft Dynamics 365 and Unified Service Desk
3M ago
Within Microsoft’s Dynamics 365 Contact Center (aka Omnichannel for Customer Service) we create an IVR using Copilot Studio. It is possible to add audio clips into your IVR, in this post I will look at how and why ..read more
Microsoft Dynamics 365 and Unified Service Desk
4M ago
Within Microsoft’s Dynamics 365 Contact Center (aka Omnichannel for Customer Service) we can define personal numbers that can be used for incoming and outgoing calls. In this post I will complete a deep dive into this feature ..read more