Posts

Identifying Customers and Cases with Pre-Conversation in Omnichannel

In this post, we will look at how to use Pre-Conversation Survey in Omnichannel to identify records in Dynamics 365. This functionality is particularly useful when you want to quickly access information regarding a customer in an incoming Omnichannel chat. First, let’s create a pre-conversation survey. Go to the Omnichannel Administrator app: And select your chat: Go to the Surveys tab and click to turn the pre-conversation on: Let’s add … Continue reading Identifying Customers and Cases with Pre-Conversation in Omnichannel

How to Get a Postman Bearer Token for Azure Resources

In this post, we will look at how to get a bearer token using Postman for connecting to Azure resources. First, let’s open Postman and create a new collection, then a new Request: Next, let’s create our request. The URL we will hit is in the format https://login.microsoftonline.com/{tenantid}/oauth2/token. To find your Azure tenant id, go to https://portal.azure.com and search for Azure Active Directory: Your tenant id is here: Now add that … Continue reading How to Get a Postman Bearer Token for Azure Resources

Customizing Color Theme and Operating Hours of Chats in Omnichannel

In Omnichannel, the out of the box configuration for a chat widget looks like below: There are several customization options available to customize Omnichannel chats, including color, logo, message, and operating hours. Let’s look at each of these. To customize a chat widget, go to your chat widget configuration in the Omnichannel Administrator app: And select the Design tab: Let’s look at each of the options available. Theme Color We … Continue reading Customizing Color Theme and Operating Hours of Chats in Omnichannel

Calling an APIM App Service from Power Automate

In this post, we will look at how to call an Azure App Service through an API Management endpoint from Power Automate. The service will require a subscription and also require the Bearer token to be passed through. First, we will create a new Power Automate flow, and add a new HTTP operation: Next, let’s configure it to get the bearer token: Now, run this and grab the resulting JSON … Continue reading Calling an APIM App Service from Power Automate

Dealing with Deprecated Flip Controls in 2021 Release Wave 1 Power Apps

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

Running Omnichannel for Customer Service on Unified Service Desk for Amazing Agent Experiences

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

How to Tell if Microsoft Teams is Down

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

Restore failed App is locked by User

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

Customizing Dynamics 365 Omnichannel Forms and Agent Experience

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