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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Category: Omnichannel for Customer Service (64)

STATUS DETAILS
Under Review

Make Business Central work as an application tab in Omni Channel Engagement Hub


The D365 Omni Channel Engagement Hib has a concept of application tabs. These preserve the context across multiple customer interaction sessions. The application tabs permit a "single pane of glass" style approach to all the applications that a customer service agent might need while interacting ...

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Category: General (775)

STATUS DETAILS
Needs Votes

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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Category: Omnichannel for Customer Service (64)

STATUS DETAILS
Needs Votes

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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Category: Omnichannel for Customer Service (64)

STATUS DETAILS
Needs Votes

Make Business Central compatible with the application tabs in Omni Channel as of 17/12/2019 its not


The Omni Channel applications tabs requires that the application under the tab be "iFramable". I have tried it and as of 17/12/2019 you cannot add Business Central under an application tab. Clearly all the D365 suite of applications really ought to be able to work under an omni channel applicati...

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Category: Omnichannel for Customer Service (64)

STATUS DETAILS
Needs Votes

Proper category in Appsource for Marketing


There is no proper category in Appsource for Dynamice 365 Marketing. This makes it difficult to see whether various Apps that are in some way Marketing related are custom channels for the marketing app or whether they are really add-ons to the Sales app. If the Marketing app is a tier 1 app in D...

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Category: Setup & Upgrades (5)

STATUS DETAILS
New