Category: D365 Customer Service
Command Bar designer for model-driven apps(preview)
Most of you who have needed to customize buttons in the command bar in Dynamics 365 found out that this is not something that we can do by using any of the configuration tools that come with Dynamics 365. I’ve been pulling my hair out on many occasions until I found the ribbon workbench created by Scott Durow (one of the nicest people I have ever met!) which is partRead More
Ad-hoc Power Bi reporting in Dynamics 365 (preview)
In this article I am going to discuss yet another preview feature! I have to say I am super excited about this one because this feature allows users to pull up an ad-hoc Power BI report, without having to actually build a power bi report! HUH? I know that sounds strange right? How can you visualize data in Power Bi without building a report? We are all familiar with showingRead More
Collaboration in model-driven apps
It’s time for another article on a preview feature! I am very excited about this one because this feature brings functionality that we are already familiar with from other Microsoft applications to model-driven PowerApps! This means we can take advantage of this in Dynamics 365 as well! Awesome! Great! So what is it!!!? I’m sure you might have worked in a document in Microsoft 365, maybe an excel sheet orRead More
Microsoft Teams embedded chat
Finally it’s here: Microsoft Teams embedded chat in Dynamics 365. I have waited a long time for this functionality to become available as I am sure many of you have as well! Today this feature is in preview as part of 2021 release wave 2. This might not be available in your environment when this article comes out, but that just means you will have to wait just a littleRead More
Preview: In-App notifications for Model Driven Apps
For this week’s article I am going to discuss a feature that has been in public preview since July 22nd of this year. You are probably wondering what these in-apps notifications for Model Driven Apps are, since we already have the ability to create push notifications using Power Automate. Well, the difference here is that push notifications are only sent to mobile devices, and therefor they won’t be visible forRead More
2021 Release Wave 2 | Part 2: Customer Service
We have arrived in August and that means that now have the ability to install the early release features of 2021 Release Wave 2 in a sandbox environment for testing! For the folks who are not familiar with Microsoft’s release cadence, Microsoft Power Platform and Customer Engagement apps (Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, Dynamics 365 Marketing, Dynamics 365 Project Operations, etc.) deliver two major releases perRead More
Pass customer data from pre-chat survey to Power Virtual Agent
PLEASE NOTE IF YOU HAVE UPGRADED TO COPILOT STUDIO, THE SOLUTION IN THIS ARTICLE IS IS NO LONGER WORKING! PLEASE READ MY NEW ARTICLE ON HOW THIS WORKS IN COPILOT STUDIO! If you are familiar with Power Virtual Agent and Omnichannel, you are probably aware that when these applications are integrated, we can create one or more pre-chat survey questions that will show in the chat when a customer engagesRead More
New Timer Control for SLA’s
We had the timer control for cases for quite some time and if you’re not familiar with what this is or what this does, let me explain it to you. The timer control can be added to forms of tables that have been enabled for SLA’s. Cases are enabled for SLA’s out of the box which means we can immediately add the control to a case form. When a SLARead More
D365 Customer Service: Configure Knowledge Search Filters & Default Authoring Language
These are another couple of the new features of the 2021 Release Wave 1 that finally became available in my region around April 23rd! As you might know, before this update administrators were not able to configure filters for knowledge base articles, which makes it tricky if you have added your own custom fields to the knowledge article table. (For example I added fields to the case table and knowledgeRead More
Dynamics 365 – 2021 Release Wave 1 | Part 2
It’s that time of year again! Starting February 3rd we are able to get early access to some of the new features and updates in Dynamics 365 and the Power Platform! I am writing a series of articles on what is new and what is coming in this release. Last week’s article was about generic features and updates for Dynamics 365 Sales which you can read here. In this articleRead More
