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Tag: #365blogpostsin365days

{How to} Get relevant results with filters for Copilot Dynamics 365 Customer Service

uk365guy

Hello Everyone,

Today I am going to share my thoughts on get relevant results with filters for Copilot Dynamics 365 Customer Service.

Let’s get’s started.

Certainly! To get relevant with filters for Copilot in Dynamics 365 Customer Service, follow these steps:

1. Open Copilot Report: To view the Copilot report, Open Customer Service historical analytics and select the Copilot tab. You can use filters to focus on the information that’s important to you:

Duration: Filters the data by the selected value of day, week or month.

Time zone: Filters the data for the selected time zone.

2. Apply Filters: To apply a filter within Copilot, perform the following steps:

Select Filters on the Copilot pane.

The Select filters menu appears.

Choose the required options or search for a filter option.

Select Apply.

Filtering results based on knowledge articles for the appropriate business lines or customer information ensures that Copilot generates relevant and precise responses, boosting agent productivity.

By filtering content sources, you can also make sure that Copilot responses are appropriate to the
agent’s questions and avoid mixing responses across different sources types, reducing the probability of displaying incorrect information.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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{How to} Microsoft Teams Integrate with Dynamics 365 Customer Service across different Microsoft Tenants

uk365guy

Hello Everyone,

Today I am going to share my thoughts on integrating Microsoft Teams with Dynamics 365 Customer Service across different Microsoft Tenants.

Let’s get’s started.

Yes, it is possible to integrate Microsoft Teams with Dynamics 365 Customer Service across different Microsoft Tenants. Here are the steps to achieve this:

1. Guest Access in Teams:

Ensure that guest access in enabled in the Teams settings of both tenants.

Add users from the external tenant as guests in your Teams channels.

2. App Permissions:

In Dynamics 365, configure app permissions for the external tenant.

Use the Application User concept to allow cross-tenant access.

3. Configure Collaboration:

Set up collaboration features (chat, calls, meetings) between users in different tenants.

Test the integration thoroughly to ensure seamless communication.

Remember to follow best practices for security and governance when integrating across tenants.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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{Do you know} Filter Copilot content based on table attributes in Dynamics 365 Customer Service

uk365guy

Hello Everyone,

Today I am going to share my thoughts on the filter Copilot content based on the table attributes.

Let’s get’s started.

Filter content automatically based on attributes from entities such as customer profile so that agents don’t select the filters that need to be applied.

1. Filters are automatically applied based on a specific field selected from a configured table to improve filtering and minimize the mixing of content from different sources.

Administrators can configure the requried table and field in the customer service admin center.

Copilot applies the filters based on the specified logic.

For example: A customer can have a specific attribute such as a location. The application matches this with the corresponding field in the knowledge base table.

Copilot uses only those records that have the matching field values to generate a response. A notification is displayed to the agent when this happen so that the agent knows that a new filters was applied automatically.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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{Do you know} Forecast case volumes daily and a 15 minute intervals in Dynamics 365 Customer Service

uk365guy

Hello Everyone,

Today I am going to share my thoughts on the forecast case volumes daily and a 15 minute intervals on Dynamics 365 Customer Service App.

Let’s get’s started.

Customer Service Managers usually checks how the cases has been resolved and timelines and SLA are met according to the agreed timelines with the customer.

So Customer Service Managers must ensure they have enough customer service team to resolve customer cases.

If overcapacity results in higher costs, while undercapacity results in longer wait times, which can reduce customer satisfaction.

In addition to daily case vloume forecasting, we now provide more granular forecasting at 15 minute intervals so that managers can perform agent planning and scheduling with higher precision.

Case volume forecasting was released with the following set of capabilities:

1. Forecast case volume daily.

2. Visualize forecasted volumes daily, weekly and monthly basis for up to six months.

3. Slice forecasted volumes by channels and queue.

4. Automatically detect seasonality from historical traffic to help customer service managers accurately predict case volumes during special seasonal events.

customer service managers can also forecast case volumes at 15 minute intervals from historical data.

That’s it for today.

I hope this helps(@UK365GUY)
#365blogpostsin365days

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{Do you know} Use monthly channel for features in Customer Service apps

uk365guy

Hello Everyone,

Today I am going to share my thoughts on the new feature to use monthly channel for features in Customer Service apps.

Let’s get’s started.

Microsoft usually release new features wave1 and wave3 per annum, with the new introduction of monthly releases customers can leverage the new functionality within the business.

New feature details:

The customer service apps shipped by Microsoft are being changed to use the monthly channel instead of the semiannual channel.

The change allows features to ship faster every month instead of having to wait for the twice early release.

Note: With the Wave 1 release Customer Service App changes will be shifed from auto to MONTHLY Mode.

If the customer want to use semiannual release mode, then the maker needs to manually change to auto or semi annual.

Any existing Dynamics 365 custom apps need to be explicitly changed. However, with 2024 release wave 2, the release channel will change from Auto to the Monthly channel.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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