Macros in Omnichannel and Customer Service Workspace – Dynamics 365


Macros enables users to perform the set of sequential actions – repetitive and monotonous –  in a more process compliant manner, which can be reused across different sessions, making it faster, more efficient and less error prone.

To define a Macro, navigate to Omnichannel Administration app > Agent Experience > Macros

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The interface is similar to Power Automate with some predefined automation actions.

Session Connector has the following actions >

Omnichannel Connector has the following actions >

Flow Connector has the following actions >

Productivity Automation has the following actions >

Get all the details here –https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/macros

Now back to our Macro, select Productivity Automation trigger.

Select the action Start macro execution.

Select Clone current record.

Specify the title of the cloned record.

Let us create a new Agent Script with Agent Script step having Action Type as Macro.

Agent Script – https://nishantrana.me/2021/03/02/agent-scripts-in-omnichannel-and-customer-service-workspace-dynamics-365/

Navigate to Omnichannel Administration > Agent Experience > Agent Script and create a new Agent Script.

Follow it by adding a new Agent script step.

Below is our Agent script step record

which is associated with the Agent Script record

Now to test it let us open an existing record within a new session (Shift + record click) within Customer Service Workspace.

More on Customer Service Workspace –https://nishantrana.me/2020/08/13/new-customer-service-workspace-app-preview-in-dynamics-365-2020-release-wave-2/

Select Clone Record for the record to be opened in the new session.

As expected selecting on Clone Record – opens the clone of the record in a new Tab as shown below

We can also check the run history of the Macro using View run history option

That was a very basic example we saw, now with the option of running flow i.e. Run Flow as Macro using the Flow Connector, the possibility is limitless.

Hope it helps..

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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 Servicehttps://nishantrana.me/category/omnichannel/

Smart Assisthttps://nishantrana.me/2020/08/17/ai-suggestions-for-similar-knowledge-articles-and-cases-in-dynamics-365-2020-release-2020-wave-2/

To define Agent Scripts – navigate to Customer Service Hub > Service Management > Agent Scripts or Omnichannel Administration > Agent Experience > Agent Scripts


Create a new Agent script record, and specify steps for the same by creating new agent script step record.


We can define 3 different types of Action – Text, Macro, and Script.


For simplicity, we have selected Text here.


We have defined 2 script steps for the agent script as shown below.


Next, we need to associate the Agent Script with the Session template.

Inside the Omnichannel Administration > Agent Experience > Sessions, select the template we want the script to be associated.

Here let us select the Case entity session – default template

We can also define the conditions for the default agent script to be applied using the Enable Build expression option.

https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/agent-scripts#set-the-default-agent-script-for-agents

For now to make the example simple, we leave it as No (default).

Back in Customer Service Workspace or Omnichannel for Customer Service App– Shift + click the case record to open the new session in the Active Cases grid.

We can see the script populated there for the agent on the case record opened.

If we have multiple scripts associated with the Session template – the agent has the option to select the appropriate script.

Hope it helps..

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Setup Entity records routing – Omnichannel for Customer Service


In the previous posts, we learn about provisioning, setting up a live chat, and WhatsApp channel.

Posts on Omnichannel for Customer Service (Dynamics 365)

In this post, we’d see how to set up an Entity records channel.

Through the Entity records channel, we can route cases as well as other entities to the omnichannel agents.

To enable an entity for Routing, enable Activities and Queues for that entity.

Leave the “Automatically move records to the owner’s default queue …” checkbox unchecked for automatic distribution of records to work.

Inside the Omnichannel Administration app, navigate to Channels à Entity Records to create a new entity record channel.

A default workstream will be created automatically, we can also select an existing workstream.

Click on the Routing Rules tab to define the routing rule.

Add a new rule item i.e. for case type as a problem, route the record to Complaints Queue.

Activate the routing rule created.

Let us create a new case of type problem and apply routing to it.

We can see the records added to open work items for agents to pick as defined in the CDS entity workstream.

We can also set the Work distribution mode to Push that would send the notifications to the agent

To automatically route the record we can use Power Automate to define a flow that calls the Apply Routing Rule action.

Refer below blogs to learn in-depth about the Omnichannel

https://neilparkhurst.com/2020/05/29/omnichannel-for-customer-service-collection/

https://thecrm.ninja/omnichannel-for-dynamics-365/

along with Microsoft Docs

https://docs.microsoft.com/en-us/dynamics365/omnichannel/omnichannel-customer-service-guide

Hope it helps..

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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 create a new WhatsApp account record.

Provide the required consent

As a first step, let us set up the Twilio sandbox account to be used for WhatsApp channel configuration.

Create Twilio WhatsApp account

https://www.twilio.com/whatsapp

Navigate to console and copy the value of Account SID and AUTH TOKEN

https://www.twilio.com/console

Specify Account SID and Auth token of the Twilio account created in the new WhatsApp channel record.

Saving the record will generate the Twilio inbound URL, copy that URL.

Navigate to Twilio Console à Programmable SMS à WhatsApp and activate the sandbox.

Follow the instructions to configure the sandbox.

On successful confirmation, select Sandbox in the navigation menu and paste the Twilio Inbound URL generated eariler in the “When a message comes in” text box

Back in our WhatsApp channel record, add the sandbox WhatsApp number configured

Specify the Twilio Sandbox WhatsApp number and select the out of the box WhatsApp workstream.

The default WhatsApp workstream

Next click on Validate to check the configuration

With validation successful now we are good to test it.

Send the message to the Twilio sandbox number

The agent will receive the notification from the WhatsApp channel configured.

On accepting the notification, Agent can now communicate with the visitor.

Thus, we saw how seamless it is to configure and get started with WhatsApp channel in Omnichannel for Customer Service.

Refer below blogs to learn in-depth about the Omnichannel

https://neilparkhurst.com/2020/05/29/omnichannel-for-customer-service-collection/

https://thecrm.ninja/omnichannel-for-dynamics-365/

along with Microsoft Docs

https://docs.microsoft.com/en-us/dynamics365/omnichannel/omnichannel-customer-service-guide

Hope it helps..

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Setup Chat channel– Omnichannel for Customer Service


In the previous post we saw how to provision the Omnichannel for Customer Service, below are some of the basic steps we will follow to set up Chat channel

Posts on Omnichannel for Customer Service (Dynamics 365)

  1. Assign Omnichannel security roles to users.
  2. Create Queue(s) and add the users to the queue.
  3. Create a Work Stream of type Live Chat.
  4. Create a new Chat Widget using the Live Chat Work Stream.
  5. Specify pre-chat survey in Chat Widget which will be used for routing rules.
  6. Specify Routing Rules in Live Chat Workstream.
  7. Embed the Chat Widget snippet code in the portal.
  • Assign Omnichannel security roles to users

There are 3 security roles specific to Omnichannel.

  • Omnichannel administrator
  • Omnichannel agent
  • Omnichannel supervisor

Here we have assigned the Omnichannel agent role to the users.

  • Create Queue(s) and add the users to the queue

Within the Omnichannel Administration portal, navigate to Queue.

We have created a complaints queue and added “test user 2” to it.

Similarly, we have created another queue for inquiries i.e. Service Request queue with priority 2 and added user “nishant rana” to it.

  • Create a Work Stream of type Live Chat

We have created a workstream of channel type Live Chat with default values for other options.

  • Create a new Chat Widget using the Live Chat Work Stream

Navigate to Channels à Chat and create a new chat.

Here we have created a new chat widget specifying the work stream we had created earlier. Note the code snippet section which will be used to embed the widget in the portal.

  • Specify Pre-chat survey in Chat Widget which will be used for routing rules in the workstream

Navigate to Pre-chat survey tab in the widget and set Pre-chat survey as Yes.

Click on Add question to capture user’s response to be used within routing rules.

Below in the question we are asking user’s choice for either Enquiry or Complaints.

  • Specify Routing Rules in Live Chat Workstream.

Open the My Live Chat WS work stream created earlier, select the Routing Rules tab.

Click on Add to add the routing rule.

For Request Type equals to “Enquiry” route it to “Service Request Queue”

Similarly create a new routing rule item record, for Request Type equals to “Complaints” route it to “Service Request Queue”

We now have 2 routing rules defined for our 2 queues in the workstream.

  • Embed the Chat Widget snippet code in the portal

Navigate to the widget created earlier and copy the code snippet.

Here we are embedding it in the Chat Widget Code – Content Snippets in Portal.

Clear the cache in the portals if needed.

Login to the Omnichannel for Customer Service app with the agent’s login.

In the portal, customer has selected Enquiry and clicked on Submit to start the chat.

The agent receives the notification.

Accepting the notification opens the conversation window for the agent.

Agent can start communicating with the customer.

Different options that are available for the agents.

Below we have embedded the chat widget code in an HTML page and have started the conversation by selecting Enquiry as the option.

The agent will receive the notification, while he is still having a conversation with the other customer. This is governed by routing rules and capacity defined for the agent and the work stream.

Below we can see the agent in conversation with both the customers.

Thus, we saw how easy it is to set up the chat channel in Omnichannel for Customer Service.

Refer below blogs to learn in-depth about the Omnichannel

https://neilparkhurst.com/2020/05/29/omnichannel-for-customer-service-collection/

https://thecrm.ninja/omnichannel-for-dynamics-365/

along with Microsoft Docs

https://docs.microsoft.com/en-us/dynamics365/omnichannel/omnichannel-customer-service-guide

Hope it helps..

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Provision – Omnichannel for Dynamics 365 Customer Service


For one of our projects we are exploring capabilities of Omnichannel.

Below are the steps for provisioning the Omnichannel for Dynamics 365 Customer Service for quick reference.

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First, we need to make sure we have the Customer Service Hub already installed.

https://trials.dynamics.com/

Next, we need to have an active subscription of Chat for Dynamics 365 Customer Service or Dynamics 365 Digital Messaging

The other options

https://docs.microsoft.com/en-us/dynamics365/omnichannel/try-channels

Navigate to Microsoft 365 Admin Center

https://admin.microsoft.com/

Select Purchase services
à
Add-ons

Select Dynamics 365 Customer Service Digital Messaging Add-on trial.

And also assign the add-on license to the users who need to work with Omnichannel Service.

Login to Data access consent URL using the Global Tenant Admin account and give the consent.

We’d be presented with the below message.

Login to Dynamics 365 Administration Center and navigate to Applications Tab and click on manage for Omnichannel for Customer Service.

https://admin.powerplatform.microsoft.com/environments

This opens the Manage environment page for Omnichannel.

Click on Add Environment to add the environment.

Here we can select the environment to which we want omnichannel solutions to be configured.

Click on next and we can then add chat as one of the channels.

Click on Next to similarly setup SMS, Social, and Microsoft Teams as the channels.

Click on Finish to start the installation.

It will show the status as Installed after some time. (took around 1 and half hour in our case)

To manage the channels or delete the omnichannel we can use the same Manage option for Omnichannel for Customer Service in the Applications tab within Dynamics 365 Admin Center.

We can use the Delete button to remove the Omnichannel configuration à

We’d also see the Omnichannel Administration and Omnichannel for Customer Service apps in the list of Dynamics 365 Apps.

Get all the details here

https://docs.microsoft.com/en-us/dynamics365/omnichannel/administrator/omnichannel-provision-license

Hope it helps..

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