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 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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Custom-Fit Customer Service pt 1: Enable Copilot for Customer Service 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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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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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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