Microsoft Dynamics CRM and Unified Service Desk


Microsoft Dynamics CRM and Unified Service Desk's Feed
Omnichannel for Customer Service – Notifications about 15 days ago

Microsoft’s Omnichannel for Customer Service includes the ability to alert your agents when incoming conversations arrive or if someone transfers a conversation to them or someone just wants to con

https://community.dynamics.com/crm/b/crmandunifiedservicedesk/posts/omnichannel-for-customer-service-notifications

D365UG Birmingham – Virtual Event July 8th about 21 days ago

As Covid-19 restrictions continue our next Birmingham Dynamics 365 / Power Platform user group event will again be virtual. The negative is you won’t get to enjoy our famous free buffet. But the am

https://community.dynamics.com/crm/b/crmandunifiedservicedesk/posts/d365ug-birmingham-virtual-event-july-8th

Omnichannel for Customer Service – Skills based routing AND Virtual Agents about 24 days ago

Recently I was asked to consider a requirement to route web chats within Omnichannel for Customer Service in a particular way. In this post I explain how I used a combination of Virtual Agents and

https://community.dynamics.com/crm/b/crmandunifiedservicedesk/posts/omnichannel-for-customer-service-skills-based-routing-and-virtual-agents

Omnichannel for Customer Service – Teams Integration about 1 months ago

We can now use Microsoft Teams as a channel with Omnichannel for Customer Service. I can see many applications for this, not least for an internal help desk who needs to offer support to users acro

https://community.dynamics.com/crm/b/crmandunifiedservicedesk/posts/omnichannel-for-customer-service-teams-integration

Omnichannel for Customer Service – Twitter about 1 months ago

Microsoft’s Omnichannel for Customer Service allows us to communicate with customers on many channels, in this post I will review how to configure the ability to converse with customers using

https://community.dynamics.com/crm/b/crmandunifiedservicedesk/posts/omnichannel-for-customer-service-twitter

Omnichannel for Customer Service – Collection about 1 months ago

Omnichannel for Customer Service


https://community.dynamics.com/crm/b/crmandunifiedservicedesk/posts/omnichannel-for-customer-service-collection


Omnichannel for Customer Service – Voice and Video Calls about 1 months ago

Microsoft’s Omnichannel for Customer Service allows us to escalate web chat conversations to voice and video calls, this is a great feature when conversations become complex and a chat conversation

https://community.dynamics.com/crm/b/crmandunifiedservicedesk/posts/omnichannel-for-customer-service-voice-and-video-calls

Omnichannel for Customer Service – Agent Scripts & Macros (and slugs) about 1 months ago

Omnichannel for customer service contains a number of features to help improve agent productivity. In this post I will explore two of these …. Agent scripts and Macros. Plus we’ll see some slug

https://community.dynamics.com/crm/b/crmandunifiedservicedesk/posts/omnichannel-for-customer-service-agent-scripts-macros-and-slugs

Dynamics 365 Outlook App – Set entities that can be set regarding about 1 months ago

I recently got asked a simple question but one I didn’t immediately know the answer for! As I had to research the answer I thought a blog post might help anyone who is presented with a similar ques

https://community.dynamics.com/crm/b/crmandunifiedservicedesk/posts/dynamics-365-outlook-app-set-entities-that-can-be-set-regarding

MB-200: Microsoft Power Platform + Dynamics 365 Core – Email Integration about 2 months ago

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Power Platform + Dynamics 365 Core exam. (aka MB-200) In this post I will look at conc

https://community.dynamics.com/crm/b/crmandunifiedservicedesk/posts/mb-200-microsoft-power-platform-dynamics-365-core-email-integration

SLAs – Unified Interface (April Wave 2020) about 2 months ago

The April 2020 release wave of Dynamics 365 includes an updated approach to SLAs. In this post I will explore how to create the “new style” Service level agreements.


Assuming

https://community.dynamics.com/crm/b/crmandunifiedservicedesk/posts/slas-unified-interface-april-wave-2020

USD – Migration of Customization Files about 2 months ago

I often work with Unified Service Desk for Dynamics 365, having created a “solution” in my development environment I will obviously need to migrate it into a test or production instance. The proces

https://community.dynamics.com/crm/b/crmandunifiedservicedesk/posts/usd-migration-of-customization-files

Birmingham D365UG – May 2020 Event about 3 months ago

Our next Birmingham Dynamics 365 User Group will start at the normal time at 6:30pm on Wednesday May 13th. But unlike normal this will be a virtual event.


The dow

https://community.dynamics.com/crm/b/crmandunifiedservicedesk/posts/birmingham-d365ug-may-2020-event

MB-200: Microsoft Power Platform + Dynamics 365 Core – Data Management about 3 months ago

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Power Platform + Dynamics 365 Core exam. (aka MB-200) In this post I will look at conc

https://community.dynamics.com/crm/b/crmandunifiedservicedesk/posts/mb-200-microsoft-power-platform-dynamics-365-core-data-management

MB-200: Microsoft Power Platform + Dynamics 365 Core – Languages about 3 months ago

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Power Platform + Dynamics 365 Core exam. (aka MB-200) In this post I will look at conc

https://community.dynamics.com/crm/b/crmandunifiedservicedesk/posts/mb-200-microsoft-power-platform-dynamics-365-core-languages