How to install and use Copilot for Project Operations in CEAfter almost 2 years, I am back again writing a series of blogs on Copilot and AI-enabled features in Dynamics 365 Customer Engagement.Dec 8, 2023Dec 8, 2023
Key features of Customer Service workspaceMost of you now know multi-session experience in Dynamics 365 Omnichannel for Customer service comes with Live chat, Social channels and…Jan 7, 2021Jan 7, 2021
Top 10 new features to Omnichannel in 2020 Wave 2 release2020 Wave 2 release notes bring many great features for Omnichannel, to improve agents’ productivity and experience. In this blog, I will…Sep 4, 2020Sep 4, 2020
Published inHitachi Solutions BraintrustOmnichannel Post Conversation survey using Customer Voice (Forms pro)Recently, Microsoft announced 2020 release wave 2 plan for the upcoming features releasing from Oct 2020. Forms pro is now Customer Voice…Aug 27, 2020Aug 27, 2020
Published inHitachi Solutions BraintrustWhat is Macros? In Omnichannel for Customer ServiceLet’s deep dive into Macros in the Omnichannel. As we know in the customer service, agents have to click too often to do simple tasks…Jun 22, 2020Jun 22, 2020
Published inHitachi Solutions BraintrustEnable Agent Script in Omnichannel for Customer ServiceAs part of a series of blogs on Omnichannel for Customer Service. I will explain to you the process and best practices to follow when you…Jun 9, 2020Jun 9, 2020
Published inHitachi Solutions BraintrustSales Accelerator in Dynamics 365 for Better Customer EngagementSales teams in your organization must focus on high-velocity selling. The sellers who are part of these sales teams spend valuable time…Jun 4, 2020Jun 4, 2020
Published inHitachi Solutions BraintrustOmnichannel for Customer Service: Various Chat States and Chat closureOmnichannel provides various states of a conversation, based on the state it’s easy to manage various incoming conversations…May 28, 2020May 28, 2020
Published inHitachi Solutions BraintrustOmnichannel for Customer Service: Various Agent Status and CapacityOmnichannel use enterprise grade routing and work distribution engine allows customers to configure agent presence, availability, and…May 25, 2020May 25, 2020
Published inHitachi Solutions BraintrustOmnichannel for Customer Service Link a Conversation to a Case or CustomerOmnichannel for Customer Service provide you an option to Link a conversation to a Customer (Account or Contact) or to a Case. Based on my…May 20, 2020May 20, 2020
