Software + Imagination
In this post, we will look at how to get a Bearer token in a Power Automate flow. First, we will create a new Instant flow in Power Automate: And we will trigger it manually: Now let’s add a new HTTP connector: Now, following along from a previous post where we get the Bearer token to use in Postman, we will set the method = POST and the URI = … Continue reading Get Bearer Token in Power Automate Flow
The 2021 Release Wave 1 for Power Apps has a list of deprecated features, including various controls. In this post, we will look at the deprecation of controls, specifically the “flip” controls and what it means. Looking at the Microsoft documentation here, we see several controls will be deprecated including: Flip Switch Calendar Control (V1) Linear Slider Radial Knob Arc Knob Linear Gauge Website Preview MultiSelectPicklistControl (V1) Flip Label From … Continue reading Dealing with Deprecated Flip Controls in 2021 Release Wave 1 Power Apps
In this post, we will take a deep dive into how to install and configure Unified Service Desk – Omnichannel for Customer Service so agents can use Dynamics 365 Omnichannel within Unified Service Desk (USD). We can use Omnichannel with USD to have agents receive chats within the Unified Service Desk interface, thereby opening it to flexible session-based workflow and integrations with third-party systems. Let’s look at how it works. First, let’s … Continue reading Running Omnichannel for Customer Service on Unified Service Desk for Amazing Agent Experiences
Every now and then, Microsoft Teams will be down. What this means is the Microsoft Teams service from Microsoft is down, and there’s not a whole lot you can do. There’s several reasons behind the scenes why the service may be down, such as Microsoft applying a patch that didn’t turn out as expected. Here’s what you should do to confirm the service is down or if you’re experiencing a … Continue reading How to Tell if Microsoft Teams is Down
In this post, we will look at the error message “Restore failed App is locked by User”, e.g. Restore failed. ‘My Simple App’ is locked by System Administrator. This happens when you are in the Power Apps maker, and you select a previous version of your app to restore. You then get this message: Ensure you do not have the Power Apps maker open in another browser tab. If you … Continue reading Restore failed App is locked by User
Omnichannel agent experiences can be improved by providing customized forms, layouts, and surfacing data quickly. With Dynamics 365 Omnichannel for Customer Service, there are several customization options available. Let’s take a look at these. First, let’s look at the Omnichannel experience when a chat session is started. The agent sees below: Breaking this down, we see: The left navigation, which holds tabs to the sessions: The chat interface, where the … Continue reading Customizing Dynamics 365 Omnichannel Forms and Agent Experience
In this post, we will look at how to set up authentication in Omnichannel so Power Apps Portal customers can be pre-authenticated when talking with agents. An example scenario of where this may come in useful is where a customer may need help with an account they have subscribed to, for example, their phone company, an airline etc. The customer can log into the company’s website using their account or … Continue reading Authenticating Users in Omnichannel for a Better User Experience
In this post, we will look at how to change the URL of a Power Apps Portal. First, go to the Power Platform Admin Center, go to Portals and click Manage: Under Portal Details, we see the Base Portal URL: Click on Portal Actions, then Change Base URL: Enter a new name, and click Change URL: You will see the message: After a few minutes, the base URL will be … Continue reading How to Change the URL of a Power Apps Portal
In this post, we will look at how to use skill-based routing in Dynamics 365 Omnichannel. Let’s go through an example where there are 2 types of agents – Sales agents and Technical agents. An example scenario may be where you are calling your phone company, and you either need to speak to sales about a new phone, or you need to speak to someone technical as you have issues … Continue reading Using Skill-Based Routing in Dynamics 365 Omnichannel
The Import from Excel feature allows users to import data into Dynamics 365. In some cases, you may want to disable this. To remove the Import from Excel feature, go to the security role, then under Core Records find Data Import. Uncheck the permissions: Now, when the user tries to import, they have no option: