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{Do you know} View recently accessed knowledge articles for case on Dynamics 365 Omnichannel

uk365guy

Hello Everyone,

Today I am going to share my thoughts on the new feature view recently accessed knowledge articles for cases on Dynamics 365 Omnichannel.

Let’s get’s started.

Agents can access recently used knowledge articles so that they can directly review and use them across similar cases without searching for the keyword again.

Agents using keyword search for knowledge articles in assisted support will have higher productivity.

New feature:

Knowledge search will show the recently accessed results for keyword searches made by agents.

Currently, when an agent types a keyword, the search bar automatically starts displaying the nearest results to refer for cases.

Now agents will have ability to find the most recently viewed articles across different cases without initiating any search.

Note: This feature must be enabled by administrators for agents.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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{Do you know} Power Apps Analytics from Power Platform Admin Center

uk365guy

Hello Everyone,

Today I am going to show how to see the Power Apps Analytics from Power Platform Admin Center.

Let’s get’s started.

Login into www.admin.powerplatform.microsoft.com

Expand Analytics > Power Apps

You can see the overview and Environment View,

Filter by : Usage, Maker Activity, App Inventory

Environment Filters: Name, Type, Region.

App filters – App type

This analytics is useful to check what is the App name, Owner, Name, connections, users, group, last opened, created

That’s it for today.

I hope this helps.

Malla Reddy Gurram
#365blogpostsin365days

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{How to} Configure custom card for the inbox dynamics 365 Omnichannel

uk365guy

Hello Everyone,

Today I am going to share my thoughts on the configuration of custom cards for the inbox dynamics 365 Omnichannel.

Let’s get’s started.

Certainly! Let’s explore how you can configure custom card settings for the inbox in Dynamics 365 Omnichannel allows users to personalize how their information displays in the inbox by customizing the card attributes and layout. Here are the steps to achieve this:

1. Access the Admin Center:

Open the Customer Service Admin Center.

2. Navigate to Agent Experience Profiles:

In the admin center, go to Agent experience.

Select Workspaces.

Next to Agent experience profiles, choose the profile you want to edit.

3. Edit the inbox Settings:

On the profile page, under Inbox, select Edit.

You’ll find various fields that can be configured.

Name: Specify a name for the view that will appear in the inbox. Alphanumeric values are valid.

Record Type: Select the relevant record types for which these settings should apply (e.g cases, emails, chats).

Chat Status: If you select the record type as chat, choose from settings like Assigned, Unassigned or Resolved.

Email: If you select the record type as email, enable the options you want such as Assigned to me, Unassigned etc.

Agent Visibility : Decide whether to Show or Hide the veiw to agents.

4. Customize Card Attributes:

Custom Card configuration allows users to choose their preferred attributes and appearance for the inbox card.

You can add or remove attributes from the card layout.

Swap attributes to create a personalized view.

Remember that the inbox is designed to help agents efficiently manage high velocity tasks. By configuring custom card settings, you empower agents to tailor their workspace to their needs,

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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{Do you know} Use Skills to find the right agents for a consult on Dynamics 365 Omnichannel

uk365guy

Hello Everyone,

Today I am going to share my thoughts use of skills to find the right agents for a consult on Dynamics 365 Omnichannel.

Certainly! When it comes to finding the right agents for consultations related to Dynamics 365 Omnichannel, there are a few key considerations:

1. Skill-Based Search for Agents:

In the context of Customer Service or support, organizations often need to connect customers with the most suitable agents. This involves matching the customer’s query or issue with an agent who possesses the relevant skills and experience,

With Dynamics 365 Omnichannel, you can implement a skills-based routing system. Here’s how it works:

Agent Skills Profiling: First, agents are profiled based on their skills, experience and knowledge. These skills can include product knowledge, language proficiency, technicial expertise and more.

Customer Query Analysis: When a customer initiates a conversation(via chat, email, or other channels), the system analyzes the query.

Skill Matching: The system then matches the query to the most appropriate agent based on the required skills. For example, if a customer has a technical issue with a specific product, the system will route the query to an agent with expertise in that product.

Real-Time Availability: Additionally, the system considers agent availability and workload. It ensures the selected agent is currently available to handle the query.

Seamless Transfer: If an agent needs to consult with another agent during the conversation, they can search for agents with specific skills and transfer the conversation seamlessly.

2. Skills Required for Dynamics 365 Omnichannel Agents:

If you’re looking for agents specifically skilled in Dynamics 365 Omnichannel, consider the following competencies:

Dynamics 365 Knowledge: Agents should have a solid understanding of the Dynamics 365 platform, including its various moduels( Sales, Customer Service, Field Service, etc)

Omnichannel Expertise: Familiarity with Omnichannel communication channels (chat, email, social media) and their integration within Dynamics 365.

Problem-Solving: Agents must be adept at troubleshooting and resolving customer issues efficiently.

Communication Skills: Clear Communication is essential for providing excellent customer service.

Adaptability: The ability to handle diverse customer scenarios and adapt to changing requirements.

Product Knowledge: Depending on the industry, agents may need specific product knowledge( e.g., retail, finance, healthcare).

Empathy: Understanding and empathizing with customer concerns.

Time Management: Efficiently managing multiple conversations.

Organisations can customize these skills based on their unique requirements.

3. Implementation and Monitoring:

To implement skills-based routing in Dynamics 365 Omnichannel:

Configure Skills: Set up agent profiles with relevant skills.

Define Routing Rules: Create rules that match customer queries to the appropriate agents.

Monitor Performances: Regularly assess how well the system routes queries and adjust as needed.

Feedback Loop: Gather feedback from agents and customers to refine the process.

Note: Ongoing monitoring and adjustments are crucial for optimal results.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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