Posts

Agents Scripts and Macros with Dynamics 365 Omnichannel

In Omnichannel, Agent Scripts are step-by-step instructions that agents can follow to ensure interactions with customers are handled systematically and properly. Macros are automated actions that can help complete tasks. In this post, we will look at how to use Agents Scripts and Macros in Omnichannel. Also check out the YouTube video on PowerPlatformTV: Let’s go to the Customer Service admin center app and go to Agent Experience->Productivity. We see Agent … Continue reading Agents Scripts and Macros with Dynamics 365 Omnichannel

Set and Change Omnichannel Chat Widget Location

In this post, we will look at how to change the Omnichannel Chat widget location. First, let’s create a new chat. Log into the Customer Service admin center app, then select Channels, Chat->Manage: Let’s add a new chat channel: Enter a name and click Next: Select or create a Workstream. We will select an existing one: In the Widget position, select Bottom Left. The other option is Bottom Right: Select … Continue reading Set and Change Omnichannel Chat Widget Location

Creating Simple Custom Pages in Power Apps

In this post, we will look at how to create simple Custom Pages in Model-Driven Power Apps. We will build on this simple page in more future posts. To create a custom page, go to the Power Apps maker at https://make.powerapps.com and select an App to add the page. We will select Sales Hub, and Edit the app: With Pages selected, select Add Page: Select Custom: We will create a new … Continue reading Creating Simple Custom Pages in Power Apps

JWT JSON Web Tokens and Power Apps Portals

In this post, we will look at using JWT, or JSON Web Tokens, with Power Apps Portals to implement a single sign-on (SSO) scenario when integrating with an external Web API. In a previous post, we went through an introduction to JSON Web Tokens. If you not familiar with JWT, please start here. Power Apps Portals have an ability to generate a JWT token which can be verified using a … Continue reading JWT JSON Web Tokens and Power Apps Portals

What is JWT JSON Web Token?

In this post, we will do a brief introduction to what is JWT, or JSON Web Tokens. According to open standard RFC 7519, JWT is “a compact, URL-safe means of representing claims to be transferred between two parties”. The idea behind JWT is that a token can be created by a system, and that token can be verified to be true and unchanged by a 3rd party system. This means the … Continue reading What is JWT JSON Web Token?

App Side Panes in Model-Driven Apps

In this post, we will look at App Side Panes in Model-Driven Apps, a useful feature that gives users a side pane on the right side of a model-driven app. Developers can utilize this pane to display information to a user, such as lists, records, and pages. Note, according to the documentation, this is still in preview and was expected to go GA last month. Keep an eye out for … Continue reading App Side Panes in Model-Driven Apps

Calling an Azure Function and Power Automate with D365 Webhook

In this post, we will look at using Dynamics 365 Web Hooks, or webhooks, in the Plugin Registration Tool. We will call out to Power Automate as well as an Azure Function. If you prefer video, check it out on my YouTube channel: First, let’s open the Plugin Registration Tool and log into an org. We see the options for: Register New Assembly Register New Step Register Image Register New … Continue reading Calling an Azure Function and Power Automate with D365 Webhook

Learn Omnichannel YouTube Series

Hi All, I have been working on an Omnichannel for Customer Service YouTube Series. This is part of my Power Platform TV show on YouTube. Check out my playlist below of 16 Omnichannel videos (so far). Hope you all enjoy. More videos to come, don’t forget to Subscribe!

First Look at Unified Routing in Dynamics 365 Customer Service

In this post, we will look at Unified Routing in Customer Service in Dynamics 365. Unified Routing is enterprise-grade routing that routes incoming work to the best agent. It classifies work, then assigns work based on parameters we provide and it can also utilize machine learning. Let’s take a look at it. We will go through the example of routing cases for sales and support to the best agent based … Continue reading First Look at Unified Routing in Dynamics 365 Customer Service

Proactively Monitoring Sentiment in Omnichannel

In this post, we will look at how Supervisors can proactively monitor sentiment of a conversation in Omnichannel for Customer Service. First, let’s set this up in the Omnichannel Admin app. Go to the app, and select Sentiment Analysis. Note the Agent settings and Supervisor settings to “show alerts when a customer’s sentiment decreases to or below”: We can choose here: Slightly negative Negative Very negative Let’s select slightly negative … Continue reading Proactively Monitoring Sentiment in Omnichannel