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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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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Custom-Fit Customer Service pt 2: Copilot disclaimers in your custom model driven app
Welcome to “Custom-Fit Customer Service” — a two-part exploration in how core Dynamics 365 Customer Service features, including Copilot, can be used in a custom model-driven app instead of Copilot Service Workspace. Based on a recently worked on customer pilot project, this two-post series highlights what works out of the box, what needs extra attention, and…
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LATEST Articles
- 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
- Tackling the Copilot Service knowledge silo paradox
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