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Copilot Studio – Adaptive Cards Toggle Visibility
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 to toggle the visibility of fields...
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Copilot Studio – Hide Fields in Adaptive Cards
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...
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Omnichannel for Customer Service – Data Tags and Chat Widgets
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)....
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Omnichannel for Customer Service – v2.0 Chat Widget Customizations
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...
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Omnichannel for Customer Service – Change Agent Presence
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...
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Omnichannel for Customer Service – Phone Number Formats
When using Microsoft’s Omnichannel for Customer Service you may need to ensure phone numbers held on your accounts and contacts are in a specific format. In this post I will explain why and how I...
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Dynamics 365 – Knowledge Base Filtering
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...
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D365PPUG Birmingham – April 2024 Event
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....
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Omnichannel for Customer Service – Conditional Agent Scripts
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...
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Store AI Created Case Summary Data
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....
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