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Tag: #365blogpostsin365days

{Do you know} Omnichannel Improve prouctivity by converting voicemail to case

uk365guy

Hello Everyone,

Today I am going to share my thoughts on the new feature Omnichannel improves productivity by converting voicemail to case.

Let’s get’s started.

Certainly! In Dynamics 365 Omnichannel, you can enhance productivity by converting voicemails to cases. This feature allows agents to efficiently handle customer issues relayed through voice messages . Here’s how it works:

1. Voicemail Conversion:

Agents can view voicemails assigned to them in their inbox.
On the voicemail ribbon, they’ll find an option to convert the voicemail to a case.
With a simple click, agents can create a case directly from the voicemail.
This integration streamlines issue triage and ensures faster resolution.

2. Business Value:

By enabling voice-to-mail conversion, you empower agents to address customer concerns promptly.
The voice channel becomes tightly integrated with case management, enhancing overall efficiency.

3. Configuration:

Administrators need to enable this feature.
Agents will see a button on the command bar of the voicemail message, allowing them to convert it into a case.

Remember, this functionality bridges the gap between voice communication and case handling, ultimately improving customer service.

That’s it for today.

I hope this helps.

Malla reddy Gurram(@UK365GUY)
#365blogpostsin365days

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{Do you know} Omnichannel allows multiple browsers and split screen for customer service agents

uk365guy

Hello Everyone,

Today I am going to share my thoughts on support for multiple browsers and split screen for customer service agent on Dynamics 365 Omnichannel.

Let’s get’s started.

Normally customer service agents can answers call one browser, if more than one browser is opened you will get an notification on the top of the browser.

With this new feature Agents can work across multiple conversation from multiple browsers in split format.

The Omnichannel for Customer Service has been updated to support multiple browsers and split screen functionality. This enhancemen allows agents to work across multiple conversations in different browsers without the previous limitation of a warning message about being signed in from muliple browsers. Agents can now have as many browsers open as desired, making it easier to manage mulitple conversations without needing to switch tabs constantly.

Additionally agents can split their screen to view conversations side by side, which improves their ability to serve customer requests efficiently.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(UK365GUY)
#365blogpostsin365days

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{Do you know} Join a Teams call is generally available and on by default

uk365guy

Hello Everyone,

Today I am going to share my thoughts on the new feature join a teams call is generally available and on by default.

Let’s get’s started.

Joining a Teams call has become even more convenient! Starting from April 1, 2024, users can automatically Join Teams calls without any additional setup. Here are the key details:

1. Business Value:

Administrators no longer need to toggle any settings to enable users to join Teams calls with their customers.

The feature’s general availability encourages wider adoption.

2. Feature Details:

Users can invite their customers to join them on Teams calls without requiring an administrator to configure anything.

This release makes the feature generally available to all Dynamics 365 Customer Service users.

3. Additional Resources:

For more information click here

So go ahead, collaborate seamlessly, and make those teams calls even more productive.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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{How to} Allow external users into your Microsoft Teams Tenant

uk365guy

Hello Everyone,

Today I am going to show how to grant access to your Microsoft Teams tenant.

Let’s get’s started.

Login into Microsoft Teams Admin Center.

Click on the users

Guest Access = ON

Then save the changes.

Note: In order to make this change you need to be global administrator or Microsoft 365 Administrator.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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{Omnichannel} Automatically remove customer off hold on call transfer

uk365guy

Hello Everyone,

Today I am going to share my thoughts on the call handing automatically remove customer off hold on call transfer(preview feature).

Let’s get’s started.

Dynamics 365 Customer Service Omnichannel – Customer calls and the agent pick up the call and then the call needs to be transferred to another agent, in that case the call put on hold and transfer the call.

So when the transferred call being answered by another agent then the call automatically taken off from hold. Tranferring agent need need not be done anything.

This feature still in preview.

Note: If this feature needs to disabled then system administrators can turn off from the Customer Service Admin Center.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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