Kategori: User Experience
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One of the most interesting new additions to Dynamics 365 Contact Center is the Service Operations Agent. It promises a more conversational way for administrators to configure, validate, and troubleshoot contact center setup. Instead of navigating through every admin screen manually, you can ask the agent to help create or inspect configuration across workstreams, channels,…
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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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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…