Agents Scripts and Macros with Dynamics 365 Omnichannel
In Omnichannel, Agent Scripts are step-by-step instructions that agents can follow to ensure interactions with customers are handled systematically and properly. Macros…
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Set and Change Omnichannel Chat Widget Location
In this post, we will look at how to change the Omnichannel Chat widget location. First, let’s create a new chat. Log…
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Creating Simple Custom Pages in Power Apps
In this post, we will look at how to create simple Custom Pages in Model-Driven Power Apps. We will build on this…
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JWT JSON Web Tokens and Power Apps Portals
In this post, we will look at using JWT, or JSON Web Tokens, with Power Apps Portals to implement a single sign-on…
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What is JWT JSON Web Token?
In this post, we will do a brief introduction to what is JWT, or JSON Web Tokens. According to open standard RFC 7519,…
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App Side Panes in Model-Driven Apps
In this post, we will look at App Side Panes in Model-Driven Apps, a useful feature that gives users a side pane…
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Calling an Azure Function and Power Automate with D365 Webhook
In this post, we will look at using Dynamics 365 Web Hooks, or webhooks, in the Plugin Registration Tool. We will call…
Read article →Learn Omnichannel YouTube Series
Hi All, I have been working on an Omnichannel for Customer Service YouTube Series. This is part of my Power Platform TV…
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First Look at Unified Routing in Dynamics 365 Customer Service
In this post, we will look at Unified Routing in Customer Service in Dynamics 365. Unified Routing is enterprise-grade routing that routes…
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Proactively Monitoring Sentiment in Omnichannel
In this post, we will look at how Supervisors can proactively monitor sentiment of a conversation in Omnichannel for Customer Service. First,…
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Embedding Power Automate Flows Inside Power BI
In this post, we will look at how to embed Power Automate flows inside of Power BI and pass Power BI data…
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Entities and Smart Matching in Power Virtual Agents
In this post, we will look at Entities and Smart Matching in Power Virtual Agents. We will go through an example of…
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