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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Custom-Fit Customer Service: Enable Copilot for Customer Service in your custom model driven app
Welcome to “Custom-Fit Customer Service” — a short blog series exploring how core Dynamics 365 Customer Service features, including Copilot, can be used in a custom model-driven app instead of the traditional Service Hub or Customer Service Workspace. Based on a real-world pilot project, this series highlights what works out of the box, what needs…
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Tackling the Copilot Service knowledge silo paradox
Copilot for Service is undoubtedly one of the most exciting additions to the Dynamics 365 toolkit (says me working almost exclusively with the DCCP). But with great AI power comes great… architectural nuance? If you’ve explored the Copilot experience within a model-driven app, you might have noticed a curious limitation: the sources used for the…
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Partner Perspective: A One-to-One Review of the Omnichannel Chat Deep Dive in the D365 Implementation Portal
Recently, I had the privilege of being invited by one of the Solution Architects from the FastTrack team, to provide feedback on the Omnichannel Chat Deep Dive Review—a specialized asset under the broader Dynamics 365 Success by Design framework. As someone who focuses on helping organizations implement and fine-tune their Contact Center experiences using Dynamics…
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ARTICLES PER CATEGORY
LATEST Articles
- Custom-Fit Customer Service: Enable Copilot for Customer Service in your custom model driven app
- Tackling the Copilot Service knowledge silo paradox
- Partner Perspective: A One-to-One Review of the Omnichannel Chat Deep Dive in the D365 Implementation Portal
- Where’s the Bottleneck? -Telemetry Insights Might Know
- Upgrading to D365 Contact Center: Key Differences and What You Need to Know
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