Posts

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

Entities and Smart Matching in Power Virtual Agents

In this post, we will look at Entities and Smart Matching in Power Virtual Agents. We will go through an example of an airline bot helping passengers find their boarding time. Entities are not what is now called tables in the Dataverse. In PVA, entities refer to information in a natural language sense. This includes things, such as people, places, etc). Let’s look at an example. Let’s say you have … Continue reading Entities and Smart Matching in Power Virtual Agents

How Analytics Can Improve Your Power Virtual Agent Bot

In this post, we will take a look at the Power Virtual Agent analytics available that can help you track the success of your bot. To view analytics, go to your bot in the PVA maker at https://web.powerva.microsoft.com/ and select Analytics, and you should land on the Summary tab: An embedded Power BI report will load, and we can see several analytics are available to help you with your bot: The … Continue reading How Analytics Can Improve Your Power Virtual Agent Bot

Using the Dataverse REST Builder to Build REST Requests

One question that has come up a few times has been are there alternatives to the CRM REST Builder, an awesome tool that was built some time back by Jason Lattimer and appears to be no longer being maintained. Guido Preite has built a worthy alternative, the Dataverse REST Builder that runs in XrmToolbox, as a managed solution, and in Dataverse DevTools (VS Code). Let’s take a look at it. First, let’s install it … Continue reading Using the Dataverse REST Builder to Build REST Requests

The Cool Inbox View in Customer Service Workspace and Omnichannel

In this post, we will take a look at the “Inbox” view in Customer Service Workspace, which allows agents to deal with cases and conversations in an interface like the Outlook inbox. We will see how this functionality applies to Omnichannel agents as well. First, head over to the App Profile Manager in the Power Apps Maker by selecting Apps->Customer Service Workspace or Omnichannel for Customer Service: Or: Select App … Continue reading The Cool Inbox View in Customer Service Workspace and Omnichannel

Adding a Validate-JWT Policy to Azure API Management

In this post, we will look at how to add a Validate-JWT (JSON Web Token) policy to Azure API Management to secure your app services. First, let’s look at our setup. We have an Azure App Service called CarlODataCrud: And in Azure API Management we have an API set up that points to this app service: Let’s create an Azure App Registration. You can use an existing App Registration, or … Continue reading Adding a Validate-JWT Policy to Azure API Management

Understanding Agent Capacity in Omnichannel

In this post, we will look at how agent capacity works in Omnichannel for Customer Service. There are 2 areas where capacity is configured, the user capacity, and the workstream capacity. Both sets of capacity work together to determine how many chats or engagements an agent can handle at one time. The user agent capacity is configured in the Omnichannel Administration app. Select the user, then the Omnichannel tab. Here … Continue reading Understanding Agent Capacity in Omnichannel