PowerPlatform – Page 25 – Nishant Rana's Weblog

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 Service –https://nishantrana.me/category/omnichannel/

Smart Assist –https://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..

Advertisements

In-app or Push notification – Model-driven App – 2021 Release Wave 1 Power Apps / Dynamics 365

With 2021 Release Wave 1, the in-app notifications feature has been added to the Model-driven app, earlier it was only available for Canvas Apps.

To see it in action à

https://us.flow.microsoft.com/en-us/

Create a new flow, select start from blank – Automated cloud flow, make sure the appropriate environment is selected.

Specify the flow name along with the trigger

Here for the trigger, we have specified the condition as contact creation.

For the action, select Send Push Notification V2 (preview)

For Mobile App, we can select either Power Apps or Field Service app to send the notifications to.

Here we have selected Power Apps mobile app.

Your app field will list down all the Model-driven apps available for the environment.

In recipients specify the email address and define the message.

In the Open App option, we can specify whether to open the app or not, on tap of the notification.

Finally, we can specify the entity, form for that entity (or view) to be opened.

We are setting the record id (of the contact record created) that should be opened in the form.

Save the flow.

Creating a contact record will trigger the flow and will send the notification to the mobile as shown below.

We can click on the notification, which takes us to the record as shown below.

Get all details here

https://powerapps.microsoft.com/es-es/blog/now-available-model-driven-app-push-notifications/

Blog posts on 2021 Release Wave 1 – Dynamics 365

Hope it helps..

Advertisements

Improved search experience now adds Quick Actions – 2021 Release Wave 1 – Dynamics 365

Improved search experience added features like easy access of search from within the header

https://nishantrana.me/2021/01/12/improved-search-experience-in-dynamics-365-powerapps/

More details and filters option

Incremental search or real time suggestions while performing the search

Now the 2021 Release Wave 1 adds Quick actions to the search results as shown below.

The quick actions available for accounts, contacts, etc. are

Assign
Share
Email

For the Phone call or activity entity, the options available are

Mark Complete
Cancel
Set Regarding
Assign
Email a Link.

The quick action are also available within the search results

Advertisements

Dynamics 365 Sales mobile app (preview)

The new Dynamics 365 Sales mobile app (preview), has been introduced specifically for the field sellers who need quick access and intuitive management of the customer information on the go while travelling / meeting the customers.

Check other posts on 2020 Release Wave 2

To enable the App, navigate to Advanced Settings from the Sales Hub and then to Administration > System Settings > Mobile Client tab
We also need to enable Relevance search on the environment for the mobile app’s search to work.