I have recently been working on a requirement to store case summary data. In this post I will explain how I created an approach to store a “snapshot” of an AI generated summary as cases are resolved. My RequirementIf you have experimented with the copilot case summary option, you’ll already know how useful an AI summary can be. Quickly being able to view a short paragraph about a potentially complex case can save significant amounts of time. The Copilot case summary option works from the case form. A user simply opens the summary control and within a few seconds they have an informative summar ..read more

When using Microsoft’s Omnichannel for Customer Service we can use agent scripts to offer prompts to agents or trigger productivity macros. In this post I will explain how (and why) we might want to automatically start different scripts in different scenarios. Note: In this post I will give some background on agent scripts and macros. But the focus will be how we can conditionally load scripts. In this post I will not be diving deep into agent script step and macro creation. What is an Agent Script?Hopefully you are already familiar with the concept of agent scripts! If not … each script is m ..read more

We have another amazing free Dynamics 365 / Power Platform event planned for April! Our next in-person meeting will take place on Thursday 11th April from 18:00 at the Wesleyan Building in Birmingham. You can register on meetup.com here. Regular attendees will already know that parking is available close by at the B4 Car Park or it’s a short walk from any city centre train station. Presentations will start at 18:30. Pizza will be served in the interval around 7:30pm. And we’ll finish around 9pm. AGENDA Speaker One: Dylan Hayes, Senior Consultant Ti ..read more

I was recently asked how we can control the filters available to agents when using the knowledge articles. I needed to research this feature; in this post I explain the filtering options. We can search the knowledge base from several points in Dynamics 365. You might, for example, be using the customer service hub and search for solutions directly from the case form. Or you maybe using the customer service workspace, when we can filter articles from the productivity pane. Below you can see an example of using the productivity panel in the customer service workspace. Notice that I can use the f ..read more

Within Microsoft’s Omnichannel for Customer Service agents can manually change their presence / status to be available, do not disturb etc. Supervisors can also change this status for individuals from the real-time conversations dashboard. But what-if you wanted to quickly change the status of multiple agents. In this post I will explore the challenge of updating the status on all agents. Why?? I might want to do this for several reasons, for example, what if there is an emergency or major outage and I want all agents to suddenly be “not available”. Or what-if we’ve reached the of the day and ..read more

I recently explained how we can customize the appearance of chat widgets within Microsoft’s Omnichannel for Customer Service using data tags. In this post I will expand on that theme by looking how with the v2 chat widget code snippet we have additional customizations options. You can read my post about data tags here. Data tags are great! They are simple to use and offer a quick way to customize a widget with very little coding ability. But what-if you want to go further? …. We also have the v2 style chat widget with additional capabilities. V2 CHAT WidgetWhen we create a chat channel a code ..read more

When we create a chat widget using Microsoft’s Omnichannel for Customer Service we can customize its appearance in several ways. In this post I will explain how “data tags” can be useful (and simple). When we create a chat channel, we can customize several aspects of the widget. (As shown below.) Including some control over colours, position and more. These customization options are great BUT they are also limited. For example, we only have something like 16 possible widget colours. Assuming you need more control over the appearance of your widget “data tags” may be the answer. The concept of ..read more

I have recently been experimenting with adaptive cards within my Copilot Studio BOTS. (Previously known as Power Virtual Agents!) In this post I will explore how we can hide (and show) fields based on variables passed into the cards. In my previous posts I have already tackled several challenges (I guess this is turning into a mini series of adaptive card post!) … Toggle Visibility Dynamic Choices Variables Using a card as a pre-chat survey Two of my previous posts are related to the content I will share here! Variables and Toggle Visibility. The “ToggleVisibility” action gives us a ..read more

I have recently been experimenting with adaptive cards with my Copilot Studio BOTS. (Previously called Power Virtual Agents!) In this post I will explore how to toggle the visibility of fields within my cards. In my previous posts I have already tackled several challenges, including … Dynamic Choices Variables Using a card as a pre-chat survey My latest challenge has been to hide and show fields in my card. As always, I will try and describe how to achieve this by showing an example. Hopefully you can take this concept and adapt to your requirements! My example card looks like this …. Click ..read more

I have recently been experimenting with adaptive cards within my Copilot Studio BOTS. (Previously called Power Virtual Agents!) Recently I explained how we could use variables to customize our cards, in this post I will take that concept further by exploring how we can make the options in a choice field dynamic. You can read how to use variables in adaptive cards here. In this post I will explain the next challenge I faced …. It will be common to have an adaptive card with a choice field. Drop downs are great but what if I don’t want the options to be fixed. Instead, I’d like to build some log ..read more