‘Tell me and I forget. Teach me and I remember. Involve me and I learn.’ –Benjamin Franklin.
Interactive Experience Dashboards
In this article I am going to talk about interactive experience dashboards in Customer Service. These dashboards were introduced to us as part of the interactive service hub in the customer service area. I can’t tell you how much I like them, and honestly I think they are kind of a hidden gem, specially since they have been around for a while! They have similarities with ‘regular’ Dynamics 365 Dashboards,Read More
Using Power Virtual Agent in Dynamics 365 Sales
How great would it be if Dynamics 365 users would have access to a chat bot directly from a form in Dynamics 365? Think about a sales person that is working on an opportunity in Dynamics 365, and he or she has some questions that he/she wants answered while working on the opportunity, without having to navigate all over Dynamics 365? How great would it be if we could loadRead More
Setup Mailbox for Automatic Case Creation in Unified Interface
In the past I’ve written an article on how to setup and configure a support mailbox in exchange where customers can send emails to if they have an issue that needs to be resolved. We were able to use the automatic record creation and update rules (ACR) in the legacy interface to configure the logic to create a case record for the email that came in. I’ve tried to setRead More
Dynamics 365 – 2020 Release Wave 2 | Part 5
In July 2020 the release notes for wave 2 came out for Dynamics 365 and the Power Platform and on August 3rd we were able to enable these features for early access. I’m writing a series of articles on these new features. Previously I wrote about generic updates and the updates in Dynamics 365 Sales and Dynamics 365 Customer Service and in last week’s article I wrote the first halfRead More
Dynamics 365 – 2020 Release Wave 2 | Part 4
In July 2020 the release notes for wave 2 came out for Dynamics 365 and the Power Platform and on August 3rd we were able to enable these features for early access. I’m writing a series of articles on these new features. Previously I wrote about the updates in Dynamics 365 Sales and Dynamics 365 Customer Service. In today’s article I’ll discuss Dynamics 365 Field Service features and updates. ThereRead More
Dynamics 365 – 2020 Release Wave 2 | Part 3
In July 2020 the release notes for wave 2 came out for Dynamics 365 and the Power Platform and on August 3rd we were able to enable these features for early access. In last week’s article I wrote the first half of enhancements and new features for Dynamics 365 Customer Service. If you haven’t read that article yet, you can do so here. In today’s article I’ll discuss the secondRead More
Dynamics 365 – 2020 Release Wave 2 | Part 2
In July 2020 the release notes for wave 2 came out for Dynamics 365 and the Power Platform and on August 3rd we were able to enable these features for early access. If you want to see the list of early access features you can access them here. In the next few weeks I am going to write a few articles where I’ll do an overview of the updates andRead More
Dynamics 365 – 2020 Release Wave 2 | Part 1
In July 2020 the release notes for wave 2 came out for Dynamics 365 and the Power Platform and on August 3rd we were able to enable these features for early access. If you want to see the list of early access features you can access them here. In the next few weeks I am going to write a few articles where I’ll do an overview of the updates andRead More
Set Opportunity probability with Business Rules
As you might have noticed the opportunity entity has an out of the box field related to it that’s called ‘Probability’. This represents the opportunity’s probability of getting closed as a won deal. When you drag the field on the opportunity form there is no automatic calculation or anything for the values of this field. Users will have to manually enter a value in the probability field. In this articleRead More
D365 Field Service Work Order Entitlements – 2
Last week I wrote part one of Dynamics 365 Field Service work order entitlements where I talked about how you can use entitlements in conjunction with Dynamics 365 Field Service. In this article I explained how to set up a very simple entitlement for a customer. I discussed the options available when configuring these simple entitlements. You can read the article here. In this article I’ll be doing a bitRead More
