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{Do you know} Use monthly channel for features in Customer Service apps

uk365guy 0 Comments

Hello Everyone,

Today I am going to share my thoughts on the new feature to use monthly channel for features in Customer Service apps.

Let’s get’s started.

Microsoft usually release new features wave1 and wave3 per annum, with the new introduction of monthly releases customers can leverage the new functionality within the business.

New feature details:

The customer service apps shipped by Microsoft are being changed to use the monthly channel instead of the semiannual channel.

The change allows features to ship faster every month instead of having to wait for the twice early release.

Note: With the Wave 1 release Customer Service App changes will be shifed from auto to MONTHLY Mode.

If the customer want to use semiannual release mode, then the maker needs to manually change to auto or semi annual.

Any existing Dynamics 365 custom apps need to be explicitly changed. However, with 2024 release wave 2, the release channel will change from Auto to the Monthly channel.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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{Do you know} Save notes faster with Quick save in Dynamics 365 Omnichannel

uk365guy 0 Comments

Hello Everyone,

Today I am going to share my thoughts on the Save notes faster with Quick save in Dynamics 365 Omnichannel.

Let’s get’s started.

With the Quick Save functionality, agents can save their notes faster by selecting Ctrl+S on the keyboard.

This functionality helps boost productivity and removes the need to use “Save” or ” Save and Close” on the command bar.

This enhancement available with feature:

Pressing Ctrl + S on the keyboard no longer causes a full form refresh, which makes it easier to quickly save a note and continue typing.

Visual feedback confirms that the record is saved.

Users can still alternatively select Save or Save and Close on the command bar.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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

uk365guy 0 Comments

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 0 Comments

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 0 Comments

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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