How to – convert basic queue to an advanced queue – Dynamics 365
We can convert our basic queue to an advanced queue by setting the field “Is Omnichannel Queue” or “Automatic work distribution” schema name “msdyn_isomnichannelqueue”- to Yes. We would usually do it to use the existing basic queue in the Unified Routing. We can find that option in the…
Enhanced Active Conversation form in Omnichannel for Customer Service – Dynamics 365
The conversation form in Omnichannel is now updated to allow agents to view and edit customer and case information more efficiently. To enable it, Inside Customer Service Admin Center app – navigate to Workspaces >> Active Conversation form settings (Manage) Before we enable it let us have a…
Blog Posts on Voice Channel – Dynamics 365 Omnichannel for Customer Service
Listing down the blog posts on Voice Channel setup and configuration for quick reference
Customize label – Search customer, Search Issue in Conversation form – Omnichannel for Customer Service
To rename the Search Customer and Search Issue labels in the conversation form, search and open the corresponding RESX Web Resource for customization. The search term used – “CustomerSummaryLabels.1033” Open and copy the content Update the value property accordingly Before – To – Upload and publish the changes.…
Configure Facebook Channel – Omnichannel (Dynamics 365 Customer Service)
To setup Facebook Channel, Login to https://developers.facebook.com/, create a new account or use an existing developer account Create a new Facebook App Select the app type as Business Provide an appropriate name and create the app. Select Messenger as the Product for the app. Next either add an…
Configure WhatsApp channel – Omnichannel (Dynamics 365)
To configure the WhatsApp channel, we need to set up the account in the Customer Service Admin Center. Navigate to Customer Support >> Channels >> Messaging Accounts (Manage) Select the New Account option there Select WhatsApp as the channel Next, we need Account SID and Authentication token. To…
How to – switch between Enhanced and Legacy (Default) multisession workspace in Customer Service Workspace
Update – We can use the below option – Customer Service Admin Center >> Operations >> Miscellaneous >> New and upcoming features – Multisession Layout Improvements With the Enhanced multisession layout in Customer Service Workspace, we have different sessions open in different tabs at the top and different…
Notification template in Omnichannel Voice (Dynamics 365 Customer Service)
Below is the default notification the agent receives on incoming conversations/calls. It is defined through the below out-of-the-box template. Property Description Title To define the title. Icon To define the icon. Show Timeout Yes / No – to hide/show the timer (timer still runs in the background) Time…
Fixed – Power Virtual Agents bots for voice not working (Dynamics 365 Customer Service Omnichannel)
We can configure aa PVA Bot for workstreams and when we install the voice channel demo, we can see a bot already configured for the demo workstream. Recently in our case, the bot configured was not working and we were getting the below message on calling the workstream/voice…
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