Microsoft Dynamics 365 And Unified Service Desk

1. Store AI Created Case Summary Data

   I have recently been working on a requirement to store case summary data. In this post I will explain how I created an approach to store a "snapshot" of an AI generated summary as cases are resolved.

2. Omnichannel for Customer Service – Conditional Agent Scripts

   When using Microsoft's Omnichannel for Customer Service we can use agent scripts to offer prompts to agents or trigger productivity macros. In this post I will explain how (and why) we might want to automatically start different scripts in different scenarios.

3. D365PPUG Birmingham – April 2024 Event

   We have another amazing free Dynamics 365 / Power Platform event planned for April! Our next in-person meeting will take place on Thursday 11th April from 18:00 at the Wesleyan Building in Birmingham. You can register on meetup.com here. Regular attendees will already know that parking is available close by at the B4 Car Park or it’s a short walk from any city […]

4. Dynamics 365 – Knowledge Base Filtering

   I was recently asked how we can control the filters available to agents when using the knowledge articles. I needed to research this feature; in this post I explain the filtering options. We can search the knowledge base from several points in Dynamics 365. You might, for example, be using the customer service hub and […]

5. Omnichannel for Customer Service – Phone Number Formats

   When using Microsoft's Omnichannel for Customer Service you may need to ensure phone numbers held on your accounts and contacts are in a specific format. In this post I will explain why and how I validate my numbers.

6. Omnichannel for Customer Service – Change Agent Presence

   Within Microsoft's Omnichannel for Customer Service agents can manually change their presence / status to be available, do not disturb etc. Supervisors can also change this status for individuals from the real-time conversations dashboard. But what-if you wanted to quickly change the status of multiple agents. In this post I will explore the challenge of updating the status on all agents.

7. Omnichannel for Customer Service – v2.0 Chat Widget Customizations

   I recently explained how we can customize the appearance of chat widgets within Microsoft's Omnichannel for Customer Service using data tags. In this post I will expand on that theme by looking how with the v2 chat widget code snippet we have additional customizations options.

8. Omnichannel for Customer Service – Data Tags and Chat Widgets

   When we create a chat widget using Microsoft's Omnichannel for Customer Service we can customize its appearance in several ways. In this post I will explain how "data tags" can be useful (and simple).

9. Copilot Studio – Hide Fields in Adaptive Cards

   I have recently been experimenting with adaptive cards within my Copilot Studio BOTS. (Previously known as Power Virtual Agents!) In this post I will explore how we can hide (and show) fields based on variables passed into the cards.

10. Copilot Studio – Adaptive Cards Toggle Visibility

    Virtual Agents!) In this post I will explore how to toggle the visibility of fields within my cards.