Category: Configuration
A Deep Dive into the Case Management Agent (preview) in D365 Customer Service
Back in February, I wrote an article covering the new features that were expected to roll out as part of the 2025 Release Wave 1 for Dynamics 365 Customer Service and Contact Center. (If you haven’t had a chance to check it out yet, you can read the full article here.) In that article, I provided a high-level overview of the three new agents Microsoft announced: the Customer Knowledge ManagementRead More
Custom Copilot Record Summaries in D365 Customer Service
A few weeks ago I wrote an article about how to configure and enable Copilot Case Summaries in Dynamics 365 Customer service. If you haven’t had a chance to read the article yet, then you can do so here. If you’re unsure about what a Copilot Summary is, let me clarify: In Dynamics 365, Copilot generates record summaries that highlight key information about specific records (rows). These summaries allow usersRead More
Configurable Copilot Case Summaries for D365 Customer Service
Most people have probably seen the record summaries in Dynamics 365 Customer Service, Field Service and Sales. If you’re not familiar with this concept, let me explain what they are. Record summaries in Dynamics 365 are Copilot generated summaries that provide important information about specific records (rows), like cases, opportunities, accounts, leads, etc. These summaries help users quickly understand the context and important details of a record without having toRead More
Create unique D365 views with Fetch XML Builder!
This article is the last article for 2024 and in today’s article will discuss how to use an amazing tool in the XrmToolbox that was created quite some time ago by Jonas Rapp. For the folks that don’t know Jonas, he’s been a business application MVP since early 2017 and he’s made a lot of amazing contributions to the community! The tool I am referring to is called Fetch XMLRead More
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
