Posts

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. First, let’s look at the configuration. To allow supervisors to monitor conversations, go to Ongoing Conversations in the Omnichannel Admin app, and set the Supervisor Monitor. Note the other options as well to Assign and Transfer: Now, our agent Alan is having a negative conversation with a customer … Continue reading Supervisor Monitoring of Negative Conversations in Omnichannel

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 this post, we will look at how to get the Omnichannel conversation id in JavaScript, and how to get custom context variables as well. First, let’s set up a couple of questions in our pre-chat survey so we can send through custom context. Go to the chat and … Continue reading Get Omnichannel Conversation Id and Custom Context through JavaScript

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 post, I will look at potential issues you can run into using Virtual Tables with the OData provider, and how to resolve them. Let’s take a look. 1. Fields are Not Mapped Properly When you try to retrieve your virtual table data, you get the error “Entity could not … Continue reading 7 Reasons Virtual Tables Aren’t Working in the Power Platform

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 previous called Virtual Entities before Microsoft’s renaming of entities to tables. Virtual tables are a powerful way to integrate 3rd party systems with Microsoft Dataverse. These types of tables are what you would imagine, tables that are “virtual”, i.e. not so much physical, so the data stored in … Continue reading Connecting an OData Azure App Service to Virtual Tables in the Power Platform

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 a new App Service in Azure. This is useful if you want to test OData integrations such as virtual tables in the Microsoft Power Platform, which we will do in the next post. Note this sample won’t support a lot of OData features, it is more intended to … Continue reading Create a Simple Sample OData V4 Service with Data in Azure

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 XrmToolbox color codes each line in the tools library. When you log into XrmToolbox, you may see the message “Updates are available for your tools”: On the right, you will see the link to Open Tool Library. Selecting this opens the tool library like below, however it displays … Continue reading How to Easily Install Updates to XrmToolbox Tools

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 setup. We have 4 users in Dynamics 365 with the following roles: System Administrator, which has the Omnichannel administrator role assigned Alan Steiner, who has the Omnichannel supervisor role Alicia Thomber, who has the Omnichannel agent role Spencer Low, who has the Omnichannel agent role Now, a customer initiates … Continue reading Omnichannel Supervisor Assigning and Transferring Chats to Agents

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 (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

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 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

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 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