Welcome to
contact center chronicles!
In here, we’ll explore the dynamic world of D365 Contact Center and Omnichannel for D365 Customer Service.
From automation to agents, theorizing to trying out new features, and
of course troubleshooting real-life implementations and sharing mistakes –
this space aims to inspire and guide those navigating the multichannel complexities of D365 and Power Platform.
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Telemetry First: A report on Troubleshooting Latency and Assignment Issues in D365 Contact Center
Modern contact centers are sprawling systems. Even when product consolidated as a CCaaS, you might see Azure PSTN calling, direct routing via an SBCaaS and carriers forwarding SIP to Azure-hosted numbers for ACS (yes, I’ve worked with customers using all three infrastructures simultaneously). On top of that, there’s live chat, Exchange-synced email, Copilot Studio agent-run…
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Get your ducks in a row by Setting the Case Origin Code to match channel type
When a case is created directly from a conversation in Dynamics 365, the Case Origin field (caseorigincode) doesn’t always reflect the channel the conversation came from. Instead, it defaults to Web. This is the expected system behaviour; if no default value is set in entity metadata when getting data from Channel Integration Framework, the system…
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Mapping opportunities and organizational risk in D365 2025 Release Wave 2
Every release wave comes with a flood of excellent community write-ups breaking down what’s new in Dynamics 365 and Power Platform. This will not be one of those posts. Instead, I want to take a different spin, not on listing the new features, but on exploring their risk–opportunity balance. The 2025 Wave 2 release is…
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LATEST Articles
- Telemetry First: A report on Troubleshooting Latency and Assignment Issues in D365 Contact Center
- Get your ducks in a row by Setting the Case Origin Code to match channel type
- Mapping opportunities and organizational risk in D365 2025 Release Wave 2
- Custom-Fit Customer Service pt 2: Copilot disclaimers in your custom model driven app
- Custom-Fit Customer Service pt 1: Enable Copilot for Customer Service in your custom model-driven app
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