Etikett: D365 Contact Center
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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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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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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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Setting up a communication resource for your contact center sounds straightforward, but the process can often feel like a maze of configurations. In this guide, I’ll walk you through the steps in the Azure portal, highlighting where things can get tricky and where to focus. Let’s break down the process step by step, so you…