5

Chat for customer service as a new channel

My sugestion is to add a chat feature, to be configured and customized in CRM, and have a window where the crm users can take the incommng chats as a cases

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1 Comments

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Category: Omnichannel for Customer Service (7)

STATUS DETAILS
Planned
October 2019
Ideas Administrator

Thank you for your feedback.

This is a great suggestion! We are releasing Chat in Dynamics 365 Customer service as part of October 2019 wave. 

Sincerely,

PM,

Microsoft.

2

Omni-Channel for Customer Service: Post-chat Survey

We would really like to see post-chat survey feature being made available as soon as possible to allow migration away from CafeX LiveAssist.

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0 Comments

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Category: Omnichannel for Customer Service (7)

STATUS DETAILS
Needs Votes
1

Chat WIdget: please support custom Theme Color

Please support custom "Theme color" for the Chat Widget. The Chat Widget support OOTB a couple of colors. The enity form suggest that is is possible to add a customer color to it. But it is not supported, Microsoft Support told me in a ticket (119112922001487) We need custom Theme color for emb...

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0 Comments

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Category: Omnichannel for Customer Service (7)

STATUS DETAILS
New
1

Make Omni-Channel Customer Service available through UK CSP

Make Chat for Dynamics 365 available to (UK) CSP We've just been told by our UK CSP that Chat for Dynamics 365 is not available, thereby denying us the ability to use this product. Why is this the case? We had hoped to move across to this product, but our strategy has now hit a roadblock.

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3 Comments

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Category: Omnichannel for Customer Service (7)

STATUS DETAILS
Needs Votes
0

Enable link between agent availability and Microsoft Teams presence

The Teams Presence API is now available (at least in Beta). https://graph.microsoft.com/beta/users/{ad_user_guid}/presence Allow (by configuration option) the bi-directional flow of presence status between the Omni Channel Hub user persona and their Teams Persona. Ideally Teams should also ge...

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0 Comments

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Category: Omnichannel for Customer Service (7)

STATUS DETAILS
Needs Votes
0

Omni Channel needs the concept of Business Unit.

The concept of business unit is brought into sharp focus by the fact that Dual Write for Dynamics Finance and Operations (and I believe soon Business Central as well) brings the concept of multiple legal entities into the Customer Engagement applications using new entities which are similar (but ...

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0 Comments

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Category: Omnichannel for Customer Service (7)

STATUS DETAILS
Needs Votes
0

A device license for Chat for D365 is essential

A device license for the Chat for Dynamics 365 subscription is absolutly essential so that staff whose main role may not be customer facing CX can flexibly "fill in" to cover staff absence demand surge etc. Those doing this "fill in" work might only use the Chat for Dynamics very occasionally an...

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0 Comments

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Category: Omnichannel for Customer Service (7)

STATUS DETAILS
Under Review