Category: D365 Customer Service
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
Assign SLA based on Case creation time
A few weeks ago I received a question from someone who asked me if it was possible to assign an SLA to a case based on the time of day a case was created. For example if the case was created in the morning between 8AM and 11:59AM it would get the ‘Morning SLA’ attached, and if it was created betweem 12PM and 5PM it would get the ‘Afternoon SLA’Read More
D365 Customer Service: Setting up search providers (preview)
I stumbled across another preview feature in Dynamics 365 customer service the other day, which I will discuss in this article. Please note that a preview feature is not ready for production yet because it’s not finished, but Microsoft allows access so that customers can get early access and review the functionality and provide feedback. Ok now that that’s out of the way, let’s talk about what this exactly is!Read More
Escalating Cases in D365 Customer Service
If you or your organization is using Dynamics 365 Customer Service then you probably have the need to escalate cases. This functionality is something that can be easily build in the application. In this article I am doing to discuss how that can be done. I previously wrote an article about how to setup automatic case assignment which you can find here, and I am going to build the escalationRead More
