‘Tell me and I forget. Teach me and I remember. Involve me and I learn.’ –Benjamin Franklin.
D365 Sales Accelerator: Adaptive Sequences
In the month of June another feature was added to the Sales Accelerator in Dynamics 365. For those of you who are not aware the Sales Accelerator is a tool that you get when you purchase the Sales Insights add-on license for Dynamics 365 Sales. I wrote a few articles on the Sales Accelerator that you might want to review before reading the rest of this article, in April ofRead 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
Automatic Lead Assignment
I keep coming across more features that are getting enabled as part of 2021 Release Wave 1 and each time another feature is added I feel like I received another birthday present! Microsoft is not sitting still and new features are being added almost constantly! I think this feature is going to be a game changer for a lot of sales organizations. Keep in mind this feature is currently inRead More
Enhanced experience to add products
Today is a bit of a milestone for me, because this is my 100th article! Now let’s get on with it! If you are using Dynamics 365 Sales, then you have noticed that adding products to an opportunity, a quote, an order or an invoice is a bit of a drag. We have to add the products one by one, unless we use the suggestions feature that allows users toRead More
D365 Field Service: Mobile Booking Maps
Yes there is another feature that has been added to Dynamics 365 Field Service! This feature became generally available on 5/21 for North American environments. So what exactly is it? Well I can tell you it’s something that some of my customers have been asking for quite some time now, and now it’s here! Booking maps allows Dynamics 365 Field Service frontline workers (these are resources in Dynamics 365 FieldRead 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
What’s new with the Sales Accelerator
The Sales Accelerator is part of Dynamics 365 Sales and to get access to it you’ll need to have a sales insights license on top of your Dynamics 365 Sales License. This feature went into preview back in April 2020 and has been live for a a while now. I wrote an article about this (preview) feature back in April of 2020 which you can access here, but as youRead More
D365 Field Service: Customer Self Scheduling
In this article I will be discussing the self scheduling feature for Dynamics 365 Field Service. This feature will allow customers to schedule service from the Field Service Power Apps portal. As you probably already guessed, yes this is another feature that is part of 2021 Release Wave 1. This feature was not available for early access, but it is currently in public preview so you can take a lookRead 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
Post Adaptive Card to a Teams Channel on Opportunity Win
After playing around with adaptive cards a bit this weekend, I have decided that this is actually one of my favorite things to use when posting messages to Microsoft Teams or Outlook! First let me explain what adaptive cards are and how we can use them in different applications. Adaptive cards are built from JSON and that content can then be rendered inside a host application like Microsoft Teams, Outlook,Read More
