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

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

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

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

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

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

{Omnichannel} Automatically remove customer off hold on call transfer

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

{Omnichannel} Automatically pause, resume call recording and transcription

Hello Everyone,

Today I am going to share my thoughts on the preview feature where you can automatically pause, resume call recording and transcription.

Let's get's started.

When agents puts a customer on hold and removes the customer from hold the call recording and transcription are automatically paused and resumed.

Customer Service Agents manually puts the customer on hold, the recording and transcription will automatically pause.

Call which is paused automatically resume when the customer service agent take the customer off hold.

This helps ensure that the agents say while the customer is on hold is not captured in the transcript(which is usally meant to be an exchange between the customer and the agent.

Note: By default this feature is not available and it must be set per channel at the workstream level.

That's it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)

#365blogpostsin365days

{How to} Turn on release feature to monthly channel for Power Platform environments

Hello Everyone,

Today I am going to show how to turn on the monthly channel(preview feature) for model driven app.

Let's get's started.

Login into www.make.powerapps.com

Click on the Apps and Open the Dynamics 365 Customer Service Hub and then settings.

So model  driven apps running in Power Platform environments with the app release channel value of Auto will use monthly channel  starting with 2024 release wave 1.

New feature is the next step in gradually shifting from semi-annual channel to monthly channel to provide users with improvements as they become available.

Apps in Dynamics 365 enabled environments with the app release channel value of Auto will come to use semi-annual channel until the 2024 release wave 2.

App release channel types:

1. Auto: This feature allow wave releases should be automatically applies to the model driven app, if the maker has not  made an explicit selection of monthly or semiannual.

2. Monthly: This applies to the new apps are created they default to Monthly.

3. Semi Annual : Makers can use the app designer to set the app release channel to Semi-Annual Channel before the 2024 release wave 1 to ensure no channel behavior.

That's it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)

#365blogpostsin365days

Auto-claim policies on M365 Admin portal

Hello Everyone,

Today I am going to share my thoughts auto claim policies in the M365 Admin portal.

Let's get's started.

How to enable the Auto-claim policies?

Login into Power Platform Admin Center

Click on the Settings:

You have not chosen where the license auto-claim policies are applied to. Please note that if you create an auto-claim policy in the M365 Admin Portal, it will be applied to "All environments' by default. 

However, if a policy is automatically generated for you, it will only be applicable to 'Managed environments' unless you choose a different option here.

You can apply auto-claim policies on 

1. All environments.

2. Only Managed Environments: Restrict licensing auto claim to Only Managed Environments.

That's it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)

#365blogpostsin365days