‘Tell me and I forget. Teach me and I remember. Involve me and I learn.’ –Benjamin Franklin.
Enhanced Case Experience in D365 Customer Service
In the last 3 articles I wrote, I discussed a whole bunch of new PCF controls that became available for Dynamics 365 Customer Service. In this article I am going to discuss the new Enhanced Case Experience in Dynamics 365 Customer Service. This enhanced experience introduces two brand new case forms for the Customer Service Workspace app, and you’ll notice that all the controls I discussed in my previous articlesRead More
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
Copilot for Dynamics 365 Customer Service
I am sure you have heard all about Microsoft’s new AI capabilities called ‘Copilot’ that is coming to other Microsoft software besides Dynamics 365! In a previous article I discussed some of the Viva Sales Copilot features like the ability to have AI create email responses for customers based on Dynamics 365 data and Microsoft 365 data. (If you haven’t read the article or seen the video you can doRead More
D365 Field Service: Trades
Another feature for Dynamics 365 Field Service that is part of 2023 release wave 1 is the ability to use trades to group services together. There are a lot of benefits to using trades in D365 Field Service, but before I get into that, let me first explain what trades represents in Dynamics 365 Field Service. As you probably already suspected, trades are the types of services that your organizationRead More
D365 Field Service: Not-to-exceed values
This month there are a bunch of features that are part of 2023 Release Wave 1 that will roll out. One of them is the not-to-exceed functionality in Dynamics 365 Field Service. This is functionality we have been waiting for and I am excited that it’s finally rolling out! I’ve had some prospects in the past who were interested in this type of functionality and I ended up building thisRead More
Build Power Virtual Agent topics with GPT
There were so many announcements this month and most of them were around Microsoft’s new offering called Copilot. Microsoft Copilot is a new product that helps end users be more productive by providing personalized assistance and support within the Microsoft 365 suite of applications. Essentially, Copilot is an AI-powered tool that uses natural language processing and machine learning to understand users’ requests and provide personalized recommendations, tips, and assistance. ThisRead More
Viva Sales: Administrator Settings
I wrote two articles about Viva Sales back in August of last year, when it first became available in preview. If you haven’t read those articles, you can read part 1 here and part 2 here. Viva Sales has been generally available since October of 2022. Since the release, there have been some enhancements to Viva Sales. Last week I wrote an article about the new suggested email replies capabilities,Read More
Viva Sales: Suggested Email Replies
I am sure you’ve heard of Viva Sales, which was launched by Microsoft last year in October of 2022. If you haven’t heard of it, it’s definitely time you learned about it! Microsoft Viva Sales is an application that makes selling easier. It works with Microsoft Outlook and Microsoft Teams to automatically record and view information about customers in a customer relationship management (CRM) system (Currently Viva Sales works withRead More
