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Tag: #365blogpostsin365days

{How to} Customize how records are sorted in the Dynamics 365 Customer Service inbox

uk365guy

Hello Everyone,

Today I am going to share my thoughts on the Customizing how records are sorted in the Dynamics 365 Customer Service Inbox.

Let’s get’s started.

Certainly! To customize how records are sorted in the Dynamics 365 Customer Service inbox, follow these steps:

1. Admin Configuration:

As a administrator, access the Customer Service admin center app.

Navigate to Workspace in the site map.

Next to Agent experience profiles, select Manage

2. Custom Sort:

The custom sort feature users to choose their desired attributes for sorting records beyond just customer and date.

Configure the agent sort experience by entity to give agents the flexibility they need to drill down into their inbox.

3. Agent Experience:

When creating or editing a view, you can also customize sorting for specific columns.

In the Configure Sort Order dialog box, select the column you want to sort by (ascending or descending order) and click OK.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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{How to} Bring your own entity into the inbox on Dynamics 365 Customer Service

uk365guy

Hello Everyone,

Today I am going to share my thoughts on bringing your own entity into the inbox on Dynamics 365 Customer Service.

Let’s get’s started.

In Dynamics 365 Customer Service, administrators can add custom entities to the inbox and custom entities to the inbox and create inbox views.

The feature provides by allowing you to add and view results from the inbox views panel.

Here are the details:

1. Business Value:

As an administrator, you gain the ability to add your custom entity to the inbox, enhancing the user experience.

You can create customized views tailored to the needs of your users.

2. Feature Details:

Bring your Own Entity(BYOE):

An admin level configuration experience for the inbox.

Supports any entity that’s enabled in the Customer Service workspace app.

Allow agents to manage all their work items from a central location.

3. How to configure:

In the Customer Service admin center:

Navigate to Workspaces.

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

Under Inbox, choose Edit.

You can also bring your own entities into the inbox by editing the profile in the Customer Service workspace app.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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{How to} Enable Customer support swarming(preview) on Dynamics 365 Customer Service Hub

uk365guy

Hello Everyone,

Today I am going to share my thoughts and how to enable Customer support swarming which is in preview on Dynamics 365 Customer Service Hub.

Let’s get’s started.

Customer support swarming in Dynamics 365 Customer Service allows agents to collaborate with experts across the organization to resolve complex cases more efficiently.

Here’s how you can enable it:

1. Prerequisites:

You need the Customer Service System Administrator role.

Agent using the swarm feature must have both a Dynamics 365 Customer Service Enterprise license and Microsoft Teams license.

Experts joining a swarm must also have a Teams license.

2. Guided Setup:

If you’re new to swarming, use the guided setup wizard:

In the Customer Service admin center, go to the sitemap, then select Agent experience > Collaboration.

Next to Customer support swarming(preview), select manage.

Set the Swarming toggle to ON.

3. Manual Setup:

If you’re already set up swarming or want to skip the wizard.

Navigate to Service Management in the Customer Service Hub.

Under Collaboration, turn on Embedded chat using Teams first.

Then, enable Swarming using Teams.

Benefits of Swarming:

Improved first contact resolution.

Reduced average time to resolution.

Accelerated on the job training for agents.

Remember that swarming works with either the Microsoft Teams desktop or web apps.

Security Roles required:

Security role: Customer Service Representative:

Swarm
Swarm participant
Swarm participant rule
Swarm role
Swarm skill

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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{How to) Set custom home page on Dynamics 365 Model Driven Apps

uk365guy

Hello Everyone,

Today I am going to show how to enable default tab for Home Page on Model Driven App.

Let’s get’s started.

Normally when you login into Model Driven App like Customer Service App or Sales App etc..
Dashboard is displayed.

But if we want to display change settings – how do you do that?

Login into Customer Service App and go to personal settings:

So you can change the settings as you want based on the requirement.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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{Do you know} Enable makers to create copilot AI columns during table or column creation in Dataverse

uk365guy

Hello Everyone,

Today I am going to share my thoughts on the preview feature: Enable makers to create Copilot AI columns during table or column creation in Dataverse.

Let’s get’s started.

Information workers face an overwhelming influx of data, dedicating significant time to reading and processing it daily.

Additionally, they invest substantial effort in preparing responses to inquiries.

With this innovative feature, data can be efficiently summarized into actionable information. Responses can be prioritized based on urgency (using sentiment analysis), categorized (through classification), and relevant details (such as email addresses or phone numbers) can be extracted.

Furthermore, the Microsoft Dataverse copilot generative AI functions enable automatic response generation.

This valuable copilot AI information can be defined and extended as part of the record, and users can query it seamlessly using copilot.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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