Author: Dian Taylor
Dian Taylor is a Microsoft Dynamics 365 (CRM) Presales Engineer - Director at RSM. She is a seasoned pre-sales consultant specializing in Microsoft Dynamics 365 (CRM) since 2011. In the past Dian has been involved in solution designing, implementing, configuring and customizing several complex scenarios in various industry sectors. D365-CE modules: Sales, Custer Service, Marketing, Field Service, Project Service Automation.
Posted by: Dian Taylor | on October 8, 2024
Organizations might have the need to track the total time agents spend on cases for several reasons. By monitoring time, managers can identify areas where agents excel and where improvements are needed, ensuring resources are allocated effectively. This data is crucial for performance evaluations, and it helps set benchmarks and goals. Understanding the time spent on cases allows organizations to improve processes and improve customer satisfaction. For industries with regulatoryRead More
Posted in Configuration, Customer Service Workspace, D365 Customer Service | Tags:case handling time, Case Time Handling, case widget, component, D365, Dynamics 365, handling time, handling tmie, time, time sheets, time tracker, time trackers, Tracking | Comments Off on Case handling time (Preview)
Posted by: Dian Taylor | on October 1, 2024
This year I attended the Power Platform Community Conference for the third year in a row. The event took place in Las Vegas, Nevada which was the same place the conference took place last year and the same place where it will be held next year. The conference is always a hub of innovation, collaboration, and learning, showcasing the latest advancements in the Power Platform ecosystem. The highlight of theRead More
Posted in Copilot, Copilot Studio (previously Power Virtual Agents) | Tags:Agent, Agents, BizChat, Copilot Pages, Orchestrator, Plan Designer, Power Platform Conference, PPCC, Smart Filtering, Smart Paste | Comments Off on Power Platform Community Conference Top Announcements
Posted by: Dian Taylor | on September 10, 2024
When 2024 release wave 2 came out, one of the features in the long list of updates for Dynamics 365 Sales was the new lead qualification experience. This feature was originally part of the first wave of the 2024 release wave, but unfortunately it was pushed to a later date for unknown reasons. When I installed the early access features of 2024 release wave 2 in my environment, I noticedRead More
Posted by: Dian Taylor | on August 20, 2024
I have received several emails from people that asked me if it was possible to trigger a power automate flow (or workflow) from a button inside a model-driven app using the out of the box command bar editor. The answer to this question is an indirect yes. (I will explain to you in a second why it’s an ‘indirect’ yes and not a straight up yes.) Once I confirmed thisRead More
Posted by: Dian Taylor | on August 6, 2024
Welcome to the fourth article of my series on the 2024 Wave 2 release! In the past few weeks I have published 3 articles in this series about Dynamics 365 Sales, Copilot for Sales and Dynamics 365 Customer Service. In this article, I’m focusing on the new features for Copilot for Service. Let’s get started and uncover what’s new for Copilot in Customer Service! In case you are not aware,Read More
Posted in D365 Customer Service, Release Wave | Tags:2024, 2024 Release Wave 2, Copilot, Copilot for Service, integration, Meeting Prompt, Microsoft, Microsoft 365, Outlook, Release Notes, ServiceNow, Teams, Wave 2 | Comments Off on 2024 Wave 2: Copilot for Service
Posted by: Dian Taylor | on July 30, 2024
The 2024 wave 2 release notes are here, and I’m excited to bring you a new series of articles covering all the juicy details for Dynamics 365 Sales, Customer Service, Field Service, and more. Previously I covered the new features in this release for Dynamics 365 Sales and Copilot for Sales. In todays article in the series, I’ll be diving into all the new functionality coming to Customer Service. SomeRead More
Posted in Copilot, D365 Customer Service, Release Wave | Tags:2024, attachments, Copilot, Email, extend, handling, proactive, prompt, Prompts, queue memberships, Release, Release Notes, Wave 2 | Comments Off on 2024 Wave 2: D365 Customer Service
Posted by: Dian Taylor | on July 23, 2024
Well, folks, Microsoft is at it again! They’ve just dropped some serious coolness with the 2024 wave 2 release notes! I’m very excited to bring you a new series of articles covering all the juicy details for Dynamics 365 Sales, Customer Service, Field Service, and more! In the second article in the series, I am going to explore all the exciting stuff coming up for Copilot for Sales. Some ofRead More
Posted in Copilot for Sales (formerly known as Viva Sales), D365 Sales | Tags:2024, 2024 Release Wave 2, Copilot Dashboard, Copilot for Sales, Feature, Features, Manage customer objections in real time, Monitor and alert sellers on adherence to playbook, oneNote, Release Notes, Release Wave, Update CRM directly from the post-meeting insights page, Wave 2 | Comments Off on 2024 Wave 2: Copilot for Sales
Posted by: Dian Taylor | on July 16, 2024
Well, folks, Microsoft is at it again! They’ve just dropped some serious coolness with the 2024 wave 2 release notes, hot off the press just 30 minutes ago! I’m stoked to bring you a new series of articles covering all the juicy details for Dynamics 365 Sales, Customer Service, Field Service, and more! In this kick-off article, we’re going to explore all the exciting stuff coming up for Dynamics 365Read More
Posted in D365 Sales, Release Wave | Tags:2024 Release Wave 2, Account Summary, Aggregate, AI Suggestions, Copilot Homepage, Document Summary, Dynamics 365 Sales, Email Assistance, Grouping, Lead qualification, Opportunities, Wave 2 | Comments Off on 2024 Wave 2: Dynamics 365 Sales
Posted by: Dian Taylor | on July 2, 2024
Earlier this month I posted an article on how you can extend the Copilot that sits inside of Dynamics 365 Customer Service by using Prompt Plugins. If you haven’t had a chance to read that article yet, then you can do so here. In the article I explained how you can create prompt plugins in Copilot Studio which are then surfaced inside of Dynamics 365 Customer Service as a PluginRead More
Posted in Copilot, Copilot Studio (previously Power Virtual Agents), D365 Customer Service | Tags:Copilot, copilot studio, Customer Service, D365, Dataverse, extend, extending, Plugin, prompt, prompt plugins | Comments Off on Extend D365 Customer Service Copilot: Ask questions about your data(verse)
Posted by: Dian Taylor | on June 25, 2024
Any organization that uses any type of system may at some point in time need to delete records or rows from their database(s). This can be for various reasons, like cleaning up data, correcting errors, or following business rules. Another scenario that is possible is that someone deleted a record that was not supposed to be deleted by accident. This can lead to the fact that sometimes you might needRead More
Posted in Configuration, Customer Service Workspace, D365 Customer Service, D365 Field Service, D365 Sales | Tags:backup, bin, Data restore, delete, deleted, record, Records, recycle, recycle bin, restore, restoring, Row | Comments Off on Restore deleted Dataverse rows with the Recycle Bin(preview)