Hello Everyone, Today I am going to share my thoughts on the Customizing how records are sorted in the Dynamics 365 Customer Service Inbox. Let’s get’s started. Certainly! To customize how records are sorted in the Dynamics 365 Customer Service inbox, follow these steps: 1. Admin Configuration: As a administrator, access the Customer Service admin…
Read more
Hello Everyone, Today I am going to share my thoughts on the forecast case volumes daily and a 15 minute intervals on Dynamics 365 Customer Service App. Let’s get’s started. Customer Service Managers usually checks how the cases has been resolved and timelines and SLA are met according to the agreed timelines with the customer.…
Read more
Hello Everyone, Today I am going to share my thoughts on the Save notes faster with Quick save in Dynamics 365 Omnichannel. Let’s get’s started. With the Quick Save functionality, agents can save their notes faster by selecting Ctrl+S on the keyboard. This functionality helps boost productivity and removes the need to use “Save” or…
Read more
Hello Everyone, Today I am going to share my thoughts on create multiple cases from email sent to multple mailboxes in Dynamics 365 Omnichannel. Let’s get’s started. Normally when an email is received to a dedicated mailbox then with the help of routing rules we can create case on Dynamics 365 Customer Service. So creating…
Read more
Hello Everyone, Today I am going to share my thoughts use of skills to find the right agents for a consult on Dynamics 365 Omnichannel. Certainly! When it comes to finding the right agents for consultations related to Dynamics 365 Omnichannel, there are a few key considerations: 1. Skill-Based Search for Agents: In the context…
Read more
Hello Everyone, Today I am going to share some points related to the Anywhere365 Integration with Dynamics 365 Customer Service and Microsoft Teams. Let’s get’s started. Anywhere365 WebAgent: Is a powerful tool for contact center agents and knowledge workers. 1. What is Anywhere365 WebAgent? Anywhere365 WebAgent is a modern agent workplace designed to enhance collaboration,…
Read more
Hello Everyone, Today I am going to share my thoughts on rate call quality and provide feedback on improvements. Let’s get’s started. Omnichannel agents answers voice calls and chat, once conversation finishes, then next call so forth. So with the introduction of rate a call quality provides feedback automatically after a configurable percentage of calls.…
Read more
Hello Everyone, Today I am going to share my thoughts on the new feature Omnichannel improves productivity by converting voicemail to case. Let’s get’s started. Certainly! In Dynamics 365 Omnichannel, you can enhance productivity by converting voicemails to cases. This feature allows agents to efficiently handle customer issues relayed through voice messages . Here’s how…
Read more
Hello Everyone, Today I am going to share my thoughts on support for multiple browsers and split screen for customer service agent on Dynamics 365 Omnichannel. Let’s get’s started. Normally customer service agents can answers call one browser, if more than one browser is opened you will get an notification on the top of the…
Read more
Hello Everyone, Today I am going to share my thoughts on the preview feature where you can automatically pause, resume call recording and transcription. Let’s get’s started. When agents puts a customer on hold and removes the customer from hold the call recording and transcription are automatically paused and resumed. Customer Service Agents manually puts…
Read more
Recent Comments