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In my last post on Omnichannel for Customer Service we began to look at the capabilities in Omnichannel for sentiment-based analysis on incoming work items to Omnichannel! In this post we’ll start to take this further now that we’ve enabled the feature and we’ll… READ MORE [https://lewisdoes.dev

Do you like the data-driven type format of a model-driven app but feel like you don’t have enough flexibility with regard to customisation and being able to build custom functionality to meet your requirements? Perhaps you want to build some kind of toolbox that… READ MORE [https://lewisdoes.dev

Do you have a specialist team of agents in your contact centre who might be more experienced with dealing with unhappy customers and possibly more complex requests? In Omnichannel for Customer Service there is functionality to route conversations and work items to specific agents… READ MORE [https:

Let’s talk agent productivity people! So you might be familiar with the capability in Dynamics 365 Omnichannel for Customer Service around providing agents with quick replies that they can use in Omnichannel to quickly answer customer queries or let them know they’re gathering information… READ MOR

Hello community friends and heroes! Thanks for dropping by for my August round up, with all my latest activities, celebrations and community fun! 🚀 Scottish Summit So! This one! It’s a pretty big one to have been able to enjoy this month. At the… READ MORE [https://lewisdoes.dev/blog/august-rou

So friends, in this next post as part of my wider series on solution architecture for the Power Platform we’ll take a look at another data topic being the Common Data Model that exists within the platform. We’ll look at what the Common Data… READ MORE [https://lewisdoes.dev/blog/dataverse-common