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Month: November 2023

Dynamics 365 Customer Service Routing: Optimizing Work Distribution

To deliver timely and efficient help, customer service teams must manage and route cases effectively. Organizations use Dynamics 365 Customer Service’s sophisticated routing features to streamline their service operations. In this article, we’ll look at Dynamics 365 Customer Service’s routing tools and how they can improve your customer support workflows.

Over time, the routing capabilities of Dynamics 365 Customer Service have evolved. It distinguishes between more sophisticated routing choices, such as skill-based and capacity-based routing, and conventional out-of-the-box routing, which employs a straightforward circular distribution scheme. The customer support capabilities of Dynamics 365 have been greatly improved by the integration of skill-based routing.

To meet your company’s needs, Dynamics 365 Customer Service offers a number of case distribution options. Round-robin routing, in which cases are evenly allocated among agents, is one of the fundamental techniques. The system also offers capacity routing, which makes sure that cases are sent to agents who have the most availability. However, skill-based routing is the most sophisticated and effective choice. The system intelligently routes cases to the most qualified agent by recognizing specific abilities to agents, such as experience in a certain product or service, based on the required skill set.

For more sophisticated routing scenarios, Dynamics 365 Customer Service supports enhanced queues and unified routing. Beyond standard routing rules, advanced queues offer additional parameters and functionality. Organizations can route particular records in agreement with defined criteria thanks to unified routing, which combines with advanced queues. By defining precise routing paths and streamlining their case management workflows, organizations are able to do so thanks to the hierarchical structure that comprises channels, work streams, and queues.

Dynamics 365 Customer Service’s OmniChannel provides routing via several channels of contact, including voice, chat, social media, and email. A variety of ratings or weights can be applied to each channel, enabling businesses to set priorities and distribute resources appropriately. Based on the allocated capacity units, an agent might, for instance, manage numerous chat sessions concurrently but only one phone call at a time.

A strong routing system provided by Dynamics 365 Customer Service enables businesses to effectively distribute and manage customer service issues. Round-robin, skill-based, and capacity-based routing are just a few possibilities that can help organizations streamline their processes and boost client satisfaction. Organizations can create sophisticated routing systems that fit their unique business needs by utilizing enhanced queues and unified routing. Companies can improve their customer service operations and offer outstanding support to their clients by leveraging these routing capabilities.

Check out our podcast episode to learn more!

OMNICHANNEL OVERLOAD – Learn How Omnichannel Amplifies the Customer Service Experience

A Strategic Guide to Efficiently Set Up Dynamics 365 Customer Service

Dynamics 365 Customer Service setup can appear to be a complex process, but with the appropriate guidance and understanding, it can be intuitive and effective to any System Administrator. We will examine the Dynamics 365 Customer Service setup procedure, highlighting the crucial processes and factors. You can bring your customer support operations to life by following Microsoft’s available resources and focusing on the state of your call center in the future.

Configuring OmniChannel for Customer Service

Dynamics 365’s OmniChannel app provides a wide variety of configuration options to tailor the customer service experience. You have the option to modify the system to meet your unique needs, from picking the hold music to deploying chatbots for chats. Although the setup procedure may appear difficult, Microsoft offers thorough documentation and support to help you every step of the way.

Strategizing for Success

It is vital to plan and determine the future status of your call center before beginning the setup. Focus on establishing a productive and customized experience for your agents while keeping in mind how you want to communicate with your customers. Based on the type of engagement, such as phone calls, web chats, or responding to cases, you may tailor agent screens with OmniChannel. You may streamline your agents’ process and increase overall productivity by making plans in advance.

User Management and Security

The Customer Service admin center showcases the most recent user management features that make it simpler to manage security and user rights. The administration procedure is made simpler by the ability to build capacity profiles, assign skills, and add users to queues in bulk. These improvements simplify the establishment of user roles and permissions within the system, saving time and effort.

Challenges and Tips for Smooth Implementation

There can be some difficulties when setting up Dynamics 365 Customer Service. It’s critical to anticipate problems and make appropriate plans for how to correct them. For instance, the sequence in which you complete specific tasks, such developing workstreams, can affect upcoming changes. It may be necessary to start over when changing some settings after they have been created. Paying close attention to the smallest details and according to suggested processes might help prevent needless setbacks.

Documentation and Resources

Although there is thorough documentation accessible on Microsoft Learn, it could take some work to find particular information. Examining the available resources, such as Microsoft’s documentation and online discussion groups, can offer insightful information and assist in overcoming difficulties during setup. It can be helpful to work with seasoned consultants and get suggestions from people who have handled similar installations.

Provisioning and configurating Microsoft Dynamics 365 Customer Service requires careful planning. Although it could appear complicated at first, with the correct strategy and tools, it transforms into an understandable and effective way to improve customer service operations. You may design a customized experience that increases agent productivity and raises customer happiness by putting a strong emphasis on future state planning, utilizing OmniChannel’s customization features, and being careful of security and user management. Dynamics 365 Customer Service will be implemented without incident if enough planning and familiarity with the system are done.

Check out our podcast episode on the same topic!

OMNICHANNEL OVERLOAD – Learn How Omnichannel Amplifies the Customer Service Experience

Admin Feast: From Starters to Mains, and Now Ashley’s Dessert of Top CRM Tips!

In this final installment of our series on CRM administration, we dig in to Ashley’s best administration advice, which reflects years of experience and the apex of our collective journey. These suggestions, like our earlier ones, aren’t ranked, but they perfectly capture the collective wisdom we’ve accumulated over time. We cordially invite our readers to take part as we unveil each gem. If you have any additional information or interesting suggestions, please add to our debate in the comments or on social media. Our CRM community thrives on shared knowledge and progressive collaboration.

Liz had already set the table with a mouthwatering entrée and discussed her administrative techniques. Ali then served up a filling main course while specializing in administrative tools. It’s time for the delicious conclusion, so let’s savor Ashley’s dessert of information.

1. Utilize an ISV where it makes sense

For CRM administrators, utilizing Independent Software Vendors (ISVs) can be a game-changer. Even though Dynamics provides a powerful platform, there are some particular requirements or peculiar processes that may be better served by specialized solutions. ISVs increase Dynamics’ versatility by offering solutions that are specialized for different sectors and business sizes. I highly recommend Data8, a tool with a focus on data duplication and validation. Data management is essential for administrators, and automating these operations can save a lot of time. Investigate AppSource for potential ISV solutions if you’re having problems. Keep in mind that the time and money saved over time can frequently make the investment in an ISV worthwhile.

2. Leverage calculated and roll-up columns

Dynamics’s roll-up and calculated columns can make managing data and doing calculations much easier. These columns automatically conduct arithmetic operations, assisting with tasks like forecasting, as opposed to relying on manual computations or external programs like Excel. Businesses can improve productivity, streamline procedures, and cut errors by combining these columns. There are restrictions on their utilization, but innovative solutions like joiner tables can increase their potential. Overall, they are useful tools that are frequently underused.

3. Take the time to rollout Business Process Flows

Business Process Flows (BPFs) are effective resources that are frequently underused. By directing users through specified processes, these flows guarantee consistency and effectiveness. BPFs can streamline user interactions by putting crucial steps at the top of the form and allowing for automation within steps. However, developing a consistent method is frequently more difficult than using technology. BPF adoption is difficult in many organizations since there is often a lack of standardized processes. Prioritizing process improvement and establishing distinct processes is essential before incorporating them into the CRM. BPFs not only simplify processes but also act as crucial onboarding resources for new hires.

4. My XrmToolBox hits

Model-driven app copier

The model-driven app copier has completely changed my life. While it may be tempting to directly customize the out of the box model-drive apps like the Sales Hub, it is advised to make your own to prevent more problems. Before, it took a lot of work to recreate these duplicate apps so they looked like the originals. The model-driven app copier, on the other hand, makes it simple to clone an app while keeping all of its features and then change it as necessary. By eliminating the bother of creating apps from start, this technology has helped me.

Recycle bin

Accidental deletions are particularly problematic in a complex system like Dynamics. Even though it’s important to inform users of the effects of deletions, mistakes do occur. In such circumstances, the recycle bin tool comes in quite handy. The recycle bin enables you to check deleted items and recover them if auditing is enabled. But it’s important to be conscious of its limitations, especially when it comes to interpersonal connections. For instance, it can be difficult to restore an account whose primary contact has been erased. The recycle bin, despite its limitations, is a crucial tool for any CRM administrator.

Bulk data updater

Large-scale data management is a typical CRM difficulty that the bulk data updater tool makes simple. This program enables updating hundreds of thousands of entries in a fraction of the time as opposed to updating records in small batches. It also provides the capability to “touch” a record, initiating business rules or workflows without really making any changes.

We’ve just finished our three-course “favorite CRM admin tips” feast, and it’s been a delicious ride. Liz gave us a pleasant appetizer demonstrating her administration best practices. In the main course, Ali served up her top administration tools. Ashley concluded with a dessert of priceless advice on using the tools Microsoft gives you. Despite the size and diversity of the Dynamics ecosystem, administrators are well-equipped to prepare for success thanks to the tools and knowledge offered. This series focused on the skill of tailoring Dynamics environments to each organization’s particular preferences in an effort to create a more enjoyable experience for end users. Although we’re clearing the table on this series, we look forward to seeing the “seasoning” of input from our readers and the Dynamics community to make our journey even more unique.

Check out our CRM Admin podcast series…

  1. Episode 1: What’s an Admin anyway?
  2. Episode 2: What team does your CRM admin belong on?
  3. Episode 3: Tips for Troubleshooting

Feasting on CRM Wisdom: Ali Serves the Main Course of Admin Tips, Seasoned with Years of Experience!

Ali provides a handpicked list from her years of experience as we continue our exploration of our top CRM admin tips. While not organized hierarchically, these ideas capture the core of our cumulative experiences over time. We encourage you, our cherished readers, to participate actively as we break down each piece of advice. If you have any additional knowledge or advice, please share it in the comments or on social media. After all, the growth of the CRM community as a whole depends on its members sharing knowledge. So, let’s go out on this illuminating journey together!

Liz served us a tantalizing appetizer with her insights on best practices for administration and her choice of tools. Now, Ali presents the main course, examining the Maker Portal, the Power Apps Grid control, and her favored XrmToolBox tool.

1. Maker Portal vs. Classic interface

For CRM administrators, The Maker Portal has distinguished itself as a better option than the traditional UI. The Maker Portal now supports the majority of the capabilities present in the old UI, along with a number of improved features. It offers a more user-friendly, drag-and-drop interface that makes editing forms and views simpler. Notably, it is quicker and doesn’t freeze during publishing, a problem with the original UI that frequently occurs. With new design features and time-saving shortcuts, new users frequently find the Maker Portal to be more user-friendly. Making the switch to the Maker Portal will improve productivity and the user experience.

2. Use the Power Apps Grid Control

The user experience in views can be considerably improved by embracing the Power Apps Grid Control. The new Power Apps Grid Control offers a more dynamic and aesthetically pleasing interface in contrast to the more common read-only grids. Users can just click a toggle to change yes/no fields, for example, rather than utilizing dropdown menus. Additionally, this grid enables option fields to be customized with colors, improving the readability of data visualization. Emojis can even be added by users to option sets to create a fun and interesting experience. However, since the font color does not vary, it is crucial to consider readability and ADA compliance while choosing colors. Overall, this grid management improves the visual attractiveness and efficiency of data interaction.

3. XrmToolBox’s Data Transporter

CRM administrators can efficiently move records between environments while retaining the original GUIDs by using the Data Transporter. This is crucial because many CRM capabilities, including business rules, workflows, and processes, are connected to these GUIDs. Manually moving records can cause linked workflows to break if there are inconsistent GUIDs. Manually moving solutions can be laborious, error-prone, and lead to missed tasks. By assuring consistent data across contexts, including business units, teams, and other crucial data, the Data Transporter corrects this. This streamlines the migration procedure and reduces the likelihood of errors. Additionally, as CRM administrators frequently use custom tables for master data lists, the tool is important for maintaining master data. Any GUID contradiction can interfere with some operations, such as viewing certain filters-specific views.

Ali served up a hearty main course, showing crucial tools and strategies that completely transform the CRM admin experience. From the user-friendly Maker Portal to the lively Power Apps Grid Control and the effective XrmToolBox’s Data Transporter, we relished every morsel. These are more than simply tools; they are evidence of the years of experience and steadfast devotion to the trade. Ashley is prepared to serve the dessert while we relax and enjoy the richness of this dinner. Prepare to dive into her best CRM admin advice, which is sure to be the tasty conclusion to our educational feast. Continue on with us on this delicious culinary learning journey!

Check out our CRM admin podcast series…

  1. Episode 1: What’s an Admin anyway?
  2. Episode 2: What team does your CRM admin belong on?
  3. Episode 3: Tips for Troubleshooting
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