Software + Imagination
In this post, we will look at how to install the new Yammer App, which is implemented as a Progressive Web App (PWA). If you log into the existing Windows Yammer app, you may see the message “This version of the Yammer desktop app will no longer be supported after July 31, 2021. Please install the new Yammer desktop experience or try the Yammer Communities app in Microsoft Teams”: To … Continue reading How to Install the New Yammer App
Unified Service Desk 4.2 went general availability recently, and if you upgraded you may see that when you launch USD you are prompted to log in. Enabling the Single Sign On (SSO) settings in USD will change this so it launches the user right into USD without having to re-enter their credentials. Shout out to Microsoft superstar John Mathews for the tip on how to enable this one. First log into … Continue reading Setting up SSO Single Sign On in Unified Service Desk 4.2
In this post, we will look at how to enable personal quick replies for Omnichannel agents. Out of the box, personal quick replies are not enabled for agents. To enable Personal Quick Replies, go to the Omnichannel Administration app and go to Personal Quick Replies. Set “Allow agents to create personal quick replies” to “Yes”: Now, the trick to access this as an agent in the Omnichannel for Customer Service … Continue reading How Agents Can Create Personal Quick Replies in Omnichannel
Ever used a Dynamics 365 product and thought of an idea that would make the product that much better? Microsoft encourages individuals to submit ideas that would help improve their products, and the place to submit and find these ideas for Dynamics 365 is at https://experience.dynamics.com/ideas/. When you go to the site, you will see something like below: From here, you can select an idea category. Expanding an idea section will … Continue reading How to Submit and View Product Ideas for Dynamics 365 Applications
In this post, we will look at how to set up Omnichannel Proactive Chat in order to engage with your customers. Firstly, what are proactive chats? Let’s take a step back. In Omnichannel, we can add chats to a webpage, which look like below: When a customer needs to chat, they will click on the chat icon, which then launches the full chat widget: This is great, except in times … Continue reading Use Omnichannel Proactive Chat to Engage with Your Customers
Passing custom context variables to an Omnichannel chat can be useful when you want to supply Omnichannel agents with customer data or other types of useful information. In this post, we will look at how to do this with Omnichannel JavaScript SDK methods. Scenario 1 – Chat with No Custom Context In the first scenario, let’s look at a simple Omnichannel chat that is configured in the Omnichannel Administration app. … Continue reading Passing Custom Context to an Omnichannel Chat
In this post, we will look at how to get the Omnichannel Conversation Id and Session Id context variables in an incoming chat. This is useful if you want to tie the conversation to a custom entity or use it in an integration. Let’s go through an example of how to do this. We will create a new session template in the Omnichannel Administrator app, which will load in an … Continue reading Getting Conversation Id and Session Id Context in Omnichannel Chat
In this post, we will look at how to use the App Profile Manager to remove the Productivity Pane from Microsoft Omnichannel. The productivity pane is the pane that appears on the right side for agents in an Omnichannel call, and includes the Call Script, Knowledge Search, and Smart Assist. To turn it on or off, go to the App Profile Manager. You can do this by going to https://make.powerapps.com … Continue reading Using App Profile Manager to Toggle Productivity Pane in Omnichannel
In this post, we will look at a useful feature of being able to view chat history in an ongoing Omnichannel chat. Let’s say a caller initiates a chat and is identified: On the right side of the page, we have a list of activities for this contact, and we can see several conversations: We can also filter the activity type to be Conversation: Then select Open Record: And we … Continue reading Viewing Chat History with a Customer in Microsoft Omnichannel
In this post, we will look at how to upgrade Omnichannel to the latest version. First, go to the Power Platform admin center at https://admin.powerplatform.microsoft.com/ and click on Dynamics 365 Apps, then Omnichannel for Customer Service, then Manage: This will take you over to the Dynamics 365 Administration Center with the Omnichannel environments. If an upgrade is available you will see it, then click on the arrow: Click on the Upgrade button: … Continue reading Upgrading Omnichannel to the Latest Version