Category: Configuration
Case handling time (Preview)
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
New lead qualification experience
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
Trigger Power Automate Flow from Button in Model Driven App
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
Restore deleted Dataverse rows with the Recycle Bin(preview)
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
D365 Customer Service: Dialer Enhancements
The 2024 release wave 1 for Dynamics 365 brought us some awesome features for the Dynamics 365 CX apps. So far, this release packed a lot of cool and innovative stuff to make all of the different apps work better. In this article, I will discuss the new improvements that have been made to the dialer inside of Dynamics 365 Customer Service. If you’re not sure what the dialer is inRead More
Configurable Copilot Summaries for D365 Field Service
If your organization is using Dynamics 365 Field Service, then you probably have seen the summarization feature for bookings and work orders. This feature is currently in public preview and it uses artificial intelligence to generate a recap for a work order or a booking record in Dynamics 365 Field Service. This summary contains information about the work order and related data, such as work order products, work order tasks,Read More
Use Copilot in D365 Customer Service to generate knowledge articles from cases
Microsoft is adding more and more functionality to Copilot and I am loving it! It’s almost like every time I log into one of the Dynamics 365 apps, there are new things that Copilot can do, no matter which app I am in! Today I am going to discuss a feature that you can test right now, because it is currently in public preview. The feature I am talking aboutRead More
Configure if Booking Status completes a work order
If your organization is using Dynamics 365 Field Service, then you might have come across a scenario where a field technician doesn’t need to fully complete a work order, but instead they need to partially complete a work order. There could be multiple reasons for this need, for example a technician doesn’t have all the required parts on hand to fix the issue, and they might need to order theRead More
Improved email attachment experience in D365 Customer Service
Here is another set of features that kind of snuck into Dynamics 365 Customer Service without anyone noticing! At least I didn’t notice until I opened an email message in Dynamics 365 Customer Service and saw some different options available for me! I (or any other admin) didn’t need to enable anything, these features just showed up out of the blue! It’s hard to pinpoint which release wave these featuresRead More
