Posts on Omnichannel for Customer Service (Dynamics 365)


Agent scripts in Omnichannel and Customer Service Workspace – Dynamics 365

Agent scripts are available within the Productivity pane in the Customer Service workspace and Omnichannel for the Customer Service app. Agent scripts contains series of steps that will guide the agents while working, helping them to be more efficient. More on Customer Service Workspace – https://nishantrana.me/2020/08/13/new-customer-service-workspace-app-preview-in-dynamics-365-2020-release-wave-2/ Omnichannel for Customer … Continue reading “Agent scripts in Omnichannel and Customer Service Workspace – Dynamics 365”

Setup WhatsApp Channel (Preview) in Omnichannel for Customer Service

In the previous post, we provisioned the Omnichannel for Customer Service and had configured the Chat channel. Posts on Omnichannel for Customer Service (Dynamics 365) In this post, we’d see how to set up the WhatsApp channel (preview) Within the Omnichannel Administration app, navigate to Channels à WhatsApp and … Continue reading “Setup WhatsApp Channel (Preview) in Omnichannel for Customer Service”

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