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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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…
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Where’s the Bottleneck? -Telemetry Insights Might Know
Exploring Telemetry Insights in the D365 Implementation Portal The D365 Implementation Portal has introduced a new feature Telemetry Insights, which promises to give a closer look at how Dynamics 365 applications are performing in real time. The feature went into public preview in 2024, and since then, I’ve enabled it for a couple of environments…
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Upgrading to D365 Contact Center: Key Differences and What You Need to Know
Microsoft’s vNext platform for D365 Contact Center is a major leap forward in creating a more robust, scalable, and AI-powered contact center experience. With a focus on integration with Microsoft Teams, AI-driven insights, and expanded communication channels, this platform offers significant advantages over its predecessor, Omnichannel for Dynamics 365 Customer Service. But what exactly has…
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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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