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Ashish Rana

How to install and use Copilot for Project Operations in CE

After almost 2 years, I am back again writing a series of blogs on Copilot and AI-enabled features in Dynamics 365 Customer Engagement.

3 min readDec 8, 2023

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How to install and use Copilot for Project Operations in CE

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Ashish Rana

Key features of Customer Service workspace

Most of you now know multi-session experience in Dynamics 365 Omnichannel for Customer service comes with Live chat, Social channels and…

3 min readJan 7, 2021

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Key features of Customer Service workspace

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Ashish Rana

Top 10 new features to Omnichannel in 2020 Wave 2 release

2020 Wave 2 release notes bring many great features for Omnichannel, to improve agents’ productivity and experience. In this blog, I will…

4 min readSep 4, 2020

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Top 10 new features to Omnichannel in 2020 Wave 2 release

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Ashish Rana
in
Hitachi Solutions Braintrust

Omnichannel 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…

3 min readAug 27, 2020

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Omnichannel Post Conversation survey using Customer Voice (Forms pro)

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Ashish Rana
in
Hitachi Solutions Braintrust

What is Macros? In Omnichannel for Customer Service

Let’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…

2 min readJun 22, 2020

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What is Macros? In Omnichannel for Customer Service

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Ashish Rana
in
Hitachi Solutions Braintrust

Enable Agent Script in Omnichannel for Customer Service

As 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…

3 min readJun 9, 2020

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Enable Agent Script in Omnichannel for Customer Service

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Ashish Rana
in
Hitachi Solutions Braintrust

Sales Accelerator in Dynamics 365 for Better Customer Engagement

Sales teams in your organization must focus on high-velocity selling. The sellers who are part of these sales teams spend valuable time…

4 min readJun 4, 2020

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Sales Accelerator in Dynamics 365 for Better Customer Engagement

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Ashish Rana
in
Hitachi Solutions Braintrust

Omnichannel for Customer Service: Various Chat States and Chat closure

Omnichannel provides various states of a conversation, based on the state it’s easy to manage various incoming conversations…

4 min readMay 28, 2020

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Omnichannel for Customer Service: Various Chat States and Chat closure

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Ashish Rana
in
Hitachi Solutions Braintrust

Omnichannel for Customer Service: Various Agent Status and Capacity

Omnichannel use enterprise grade routing and work distribution engine allows customers to configure agent presence, availability, and…

3 min readMay 25, 2020

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Omnichannel for Customer Service: Various Agent Status and Capacity

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Ashish Rana
in
Hitachi Solutions Braintrust

Omnichannel for Customer Service Link a Conversation to a Case or Customer

Omnichannel for Customer Service provide you an option to Link a conversation to a Customer (Account or Contact) or to a Case. Based on my…

3 min readMay 20, 2020

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Omnichannel for Customer Service Link a Conversation to a Case or Customer

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Ashish Rana

Ashish Rana

Microsoft Dynamics 365 CE/CRM Certified Solution Architect. Science and technology enthusiast, Follow me on Twitter or LinkedIn for the latest Tech blogs.

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