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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Practical guides, tutorials, and insights on AI, agents, Microsoft technologies, enterprise applications, and communication.
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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Share a Bot to Collaborate with Coworkers
In this post, we will look at how to share a bot so you can collaborate in its design with other people…
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How Analytics Can Improve Your Power Virtual Agent Bot
In this post, we will take a look at the Power Virtual Agent analytics available that can help you track the success…
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Using the Dataverse REST Builder to Build REST Requests
One question that has come up a few times has been are there alternatives to the CRM REST Builder, an awesome tool…
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The Cool Inbox View in Customer Service Workspace and Omnichannel
In this post, we will take a look at the “Inbox” view in Customer Service Workspace, which allows agents to deal with…
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Adding a Validate-JWT Policy to Azure API Management
In this post, we will look at how to add a Validate-JWT (JSON Web Token) policy to Azure API Management to secure…
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Understanding Agent Capacity in Omnichannel
In this post, we will look at how agent capacity works in Omnichannel for Customer Service. There are 2 areas where capacity…
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10 Features in FetchXML Builder You Need to Be Using
If you work with Dynamics 365 and the Power Platform, you have worked with the FetchXML Builder, an XrmToolbox plugin built by…
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