Know who you assist

Know who you assist In my previous post I talked about setting Live Assist for Dynamics 365 up. In this post I'll take you through how to configure Live Assist so you know which portal contact you are assisting/chatting with. I'll ensure that when a portal contact logs into the portal and initiates a chat session … Continue reading Know who you assist

Live Assist for Dynamics 365 – First Look

This week the preview of Live Assist for Dynamics 365 Powered by Cafex went live. With Live Assist for Dynamics 365 Powered by Cafex you can Text chat with website visitors and mobile app users See what they see, co-browse and share documents Maintain a unified view in Dynamics 365 Unified Service Desk and web clients Provide … Continue reading Live Assist for Dynamics 365 – First Look

Linking CRM Portal to the Knowledge Base in CRM

With the new CRM Portal you can build a powerful Knowledge Base as a part of your customer service offering allowing users to find answers to common issues quickly while reducing the strain on your own support resources. Knowledge base articles are indexed and easily searchable. Case deflection can be enabled to require users to … Continue reading Linking CRM Portal to the Knowledge Base in CRM

The new CRM Portal and Portal Comments

The upcoming release of Dynamics CRM Online 2016 Update 1 introduces the first Microsoft-published version of portal capabilities for CRM (integrating the acquisition of Adxstudio Portals). The Portals are now in preview. One of the Portals is the Community Portal. The Community portal enables peer-to-peer interactions between experts in the community, subject matter experts within … Continue reading The new CRM Portal and Portal Comments