This article is contributed. See the original author and article here.
A comprehensive knowledge base that helps customer service reps and customers find answers to the most common issues quickly is key to improving agent productivity and increasing customer satisfaction. Dynamics 365 Customer Service 2022 release wave 1 introduces Dataverse search for Power Apps portals, an improved knowledge search experience in Customer Service workspace with admin configuration, and richer analytics for managers.
These improvements and new features help you make sure your agents are productive, customers are happy, and brand loyalty is improved.
Use Dataverse search for knowledge base searches in Power Pages
With Dataverse search, knowledge bases in portals can take advantage of the same search service that model-driven apps use. Deliver fast and comprehensive search results, sorted by relevance, with filters such as modified date, rating, and products, and the ability to enforce content access levels.
Improved knowledge search experience in Customer Service workspace with admin configuration
With this release, knowledge administrators have more power to configure the knowledge search control in the app side pane (formerly known as the productivity pane) in the Customer Service workspace.
Administrators can configure automatic search (using text from a selected field to provide search results automatically) and actions that agents can perform on a record:
Link and unlink the article and the record
Copy the article URL
Link the article to the record and then send the article URL in an email
Link the article to the record and then send the article content in an email
Set the default email recipient for the record when sending the article URL or content in an email
Get insights with rich article analytics
Knowledge managers and authors can get greater insights on the knowledge articles they create. Knowledge authors must keep their knowledge bases relevant, accurate, and easy to access from different channels. The built-in historical view of knowledge article usage and related metrics helps knowledge authors and managers understand the effectiveness of knowledge content and identify opportunities for improvement.
Analytics include detailed reports that provide historical trends for key metrics, such as:
Number of views
Number of visitors
Average feedback rating
Number of links to cases
Number of shares
Next steps
To learn more about knowledge management in Dynamics 365 Customer Service, read the documentation:
This article is contributed. See the original author and article here.
Last November, we announced the availability of a new JavaScript API in Excel. This new API allows developers to create their own custom data types containing images, entities, arrays, and formatted number values – backed by their own custom data sources, in addition to allowing for the creation of custom functions which can make use of these new Excel Data Types, both as inputs and outputs.
We were excited for the possibilities and the unique solutions that would be created using this new API.
Today, we’re even more excited to share with you some of the work CCP Games has been doing using the API, to bring their data right to your fingertips as Excel data types.
CCP Games, a Pearl Abyss company since 2019, was founded in 1997 in Reykjavik, Iceland. With the launch of EVE Online in May 2003, CCP Games established itself as one of the most innovative companies in interactive entertainment, winning numerous awards and receiving critical acclaim worldwide.
Eve Online is a space-based, persistent world massively multiplayer online role-playing game (MMORPG), wherein players can participate in a number of in-game professions and activities, including mining, piracy, manufacturing, trading, exploration, and combat. The game is renowned for its scale and complexity with regards to player interactions – in its single, shared game world, players engage in unscripted economic competition, warfare, and political schemes with other players.
EVE Online players frequently use Excel to work with in-game data to model and calculate everything from trading profit margins to battle strategy. It has even been fondly nicknamed “Spreadsheets in Space.” Now, by utilizing the new JavaScript API in Excel, CCP Games hopes to make this in-game data even easier for players to access, work with, and quickly refresh.
Here are some examples of the kinds of new Data Types we have been thinking about making available within the Eve Online add-in:
Data Type
Example
Ships – Ships are instrumental in the Eve Online universe. They can be used to travel, ferry materials and of course battle your opponents.
Materials – Materials are the backbone of any universe and Eve Online is no different. These data types contain pricing and other information to aid in market and building decision making.
Blueprints – Blueprints and materials are like bread and butter. These two things in concert allow players to create items in the universe. Plan out your resource gathering requirements for your next move
Star Systems – Eve Online has a vast array of Star Systems to explore in the universe. These data types aid in decision making on how to manipulate these systems best to the players advantage.
Eve Online Item Search
Custom Functions are also being thought about. In this example, it’s possible to easily get at the data players are looking for. This function searches the vast array of in-game items to return results quickly and efficiently.
This is just a glimpse of the vast set of data that makes up the Eve Online universe.
The hope is that with this add-in CCP Games can
Allow open and easy access for curious minds
Support small and mid-size player corporations with organizing activities that don’t have access to infrastructure
Facilitate advanced and hardcore gameplay and optimization strategies
We look forward to seeing this work evolve over the course of the project!
Learn More
You can learn more about CCP Games’ partnership with the Excel team at link coming soon, and we’re thrilled to be featured at EVE Fanfest 2022, May 6-7 in Reykjavik, Iceland.
To learn more about the data types JavaScript API in Excel, you can check out these resources:
This article is contributed. See the original author and article here.
With Azure, it is easy to scale-out applications. Just add more instances and you can handle even the most demanding workload. Scaling out databases has been historically more complex and challenging. Not anymore. With some “lateral thinking,” Azure SQL Database it is very easy to build an architecture that can scale out as much as needed, both from the application and the database perspective. In this episode of Data Exposed with Davide Mauri and Anna Hoffman let’s see how by using a tag-based routing technique and Azure SQL Database.
This article is contributed. See the original author and article here.
Cisco has released security updates to address multiple vulnerabilities in Enterprise NFV Infrastructure Software. An attacker could exploit these vulnerabilities to take control of an affected system.
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