Supervisor Monitoring of Negative Conversations in Omnichannel
In this post, we will look at how supervisors can monitor conversations in Omnichannel and stay on top of negative customer sentiment.…
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Practical guides, tutorials, and insights on AI, agents, Microsoft technologies, enterprise applications, and communication.
Get Omnichannel Conversation Id and Custom Context through JavaScript
There may be scenarios where you need the custom context from a chat accessible in JavaScript when an Omnichannel conversation loads. In…
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7 Reasons Virtual Tables Aren’t Working in the Power Platform
In a previous post, I showed an example of how to set up Virtual Tables in the Microsoft Power Platform. In this…
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Connecting an OData Azure App Service to Virtual Tables in the Power Platform
In this post, we will look at how to use Virtual Tables in the Power Platform and Dynamics 365. Virtual Tables were…
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Create a Simple Sample OData V4 Service with Data in Azure
In this post, we will customize an Microsoft Docs sample to create an OData version 4 service with data and publish it to…
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How to Easily Install Updates to XrmToolbox Tools
In this post, we will look at how to easily install multiple XrmToolbox tools at once. We will also look at how…
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Omnichannel Supervisor Assigning and Transferring Chats to Agents
In this post, we will look at how supervisors can assign and transfer chats to agents in Omnichannel. Let’s look at our…
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How to Install the New Yammer App
In this post, we will look at how to install the new Yammer App, which is implemented as a Progressive Web App…
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Setting up SSO Single Sign On in Unified Service Desk 4.2
Unified Service Desk 4.2 went general availability recently, and if you upgraded you may see that when you launch USD you are…
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How Agents Can Create Personal Quick Replies in Omnichannel
In this post, we will look at how to enable personal quick replies for Omnichannel agents. Out of the box, personal quick…
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How to Submit and View Product Ideas for Dynamics 365 Applications
Ever used a Dynamics 365 product and thought of an idea that would make the product that much better? Microsoft encourages individuals…
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Use Omnichannel Proactive Chat to Engage with Your Customers
In this post, we will look at how to set up Omnichannel Proactive Chat in order to engage with your customers. Firstly,…
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