Category: Customer Service Workspace
D365 CS: Spice up your case forms with new controls! | Part 2
In my last article and the article before that, I discussed a few of the new PCF controls that became available for Dynamics 365 Customer Service. In this article I am going to wrap up this topic and discuss the remaining PCF controls that you can add to your custom or out of the box case forms in the Customer Workspace app. You might have thought that I covered aRead More
D365 CS: Spice up your case forms with new controls!
If you read last weeks article, where I talked about the new 360 customer component which came out as part of 2023 release wave 1. I also talked about how you can use and configure this component in conjunction with cases in Dynamics 365 customer service. The Microsoft documentation has this component listed under Dynamics 365 Customer Service, so it might be the case that we can’t use the componentRead More
D365 Customer Service: Customer 360 Component
In today’s article I am going to discuss yet another feature that was part of 2023 release wave 1 which is called the Customer 360 component. This component allows system administrators or makers to display details of a customer field on a case record. We already had the ability to do that by using a quick view form, but by using this control makers can configure which fields to showRead More
2023 Release Wave 1: D365 Customer Service | Part 2
On January 25, 2023 the release notes for 2023 Release Wave 1 were made public, so I took the opportunity to thoroughly review the documentation to provide you with a comprehensive understanding of the upcoming features. Please note that these notes are a constant work in progress, meaning that some of these features might be removed at some point in time, and others might get added so I would definitelyRead More
2023 Release Wave 1: D365 Customer Service | Part 1
It’s that time of year again! On January 25, 2023 the release notes for 2023 Release Wave 1 were made public, so I took the opportunity to thoroughly review the documentation to provide you with a comprehensive understanding of the upcoming features. Please note that these notes are a constant work in progress, meaning that some of these features might be removed at some point in time, and others mightRead More
Modernized Case Grids
You might not have noticed due to the holidays last month, but another 2022 Wave 2 feature that is part of Dynamics 365 Customer Service went into general availability in December! A nice little holiday present from Microsoft! This feature gives customer service agents and managers access to relevant information regarding cases. I am sure you’re familiar with the ‘regular’ case grid, which is a list of case records, configurableRead More
Enable AI generated conversation summary(preview)
In this article I am going to discuss a feature that is currently in preview. I had a little trouble finding out how this works, which is why I decided to write this article about it. This feature is part of the collaboration between Dynamics 365 Customer Service and Microsoft Teams which utilizes an AI model that uses natural language to summarize a transcript of an active chat conversation fromRead More
Dynamics 365: 2022 Release notes for wave 2 are here!
Earlier today Microsoft published the release notes for the 2022 Release wave 2! I always tell people to keep in mind that this is a living document, meaning that these updates are not set in stone. Microsoft is continuously updating the release notes by changing, adding and even removing functionality from the plan. This is also one of the reasons I will not post any preview or GA dates here.Read More
Configure custom status on SLA Timer
This article is about another feature that is part of Dynamics 365 2022 Release Wave 1. Let me first explain what this feature is about, because when you read the information on Microsoft’s doc site related to this feature, it might be a little bit confusing. A while ago I wrote this article on the new SLA timer control where I explained how you can add this new control toRead More
Microsoft Teams embedded chat | Part 2
In late October of 2021 I wrote an article about one of my favorite new features in Dynamics 365. Yes, you guessed it, I am talking about the Microsoft Teams integration with Dynamics 365. In particular, I am referring to the embedded chat within Dynamics 365. This functionality allows users to access Microsoft Teams chats directly from within Dynamics 365 and even allows users to link chats to Dynamics 365Read More
