Tag: Cases
Use Copilot in D365 Customer Service to generate knowledge articles from cases
Microsoft is adding more and more functionality to Copilot and I am loving it! It’s almost like every time I log into one of the Dynamics 365 apps, there are new things that Copilot can do, no matter which app I am in! Today I am going to discuss a feature that you can test right now, because it is currently in public preview. The feature I am talking aboutRead 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
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
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
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
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
Create case from a tweet with negative sentiment
This past weekend I have been playing around a little more with Power Automate. I was off on Friday for Independence Day, since the 4th of July was on a Saturday most organizations gave their employees the previous Friday off to observe the holiday and what better to do on your day off than playing around with some of the tools of the Power Platform toolbox! I was thinking aboutRead More
SLA’s in the Unified Interface
Some people might not have noticed that SLA’s (service level agreements) didn’t just move from the legacy interface to the unified interface. There were also a few updates to SLA’s and the way we can configure them in Dynamics 365 Customer Service has slightly changed. Before I get into that, let me first explain what SLA’s are and how they are used. What are SLA’s? Service level agreements allow organizationsRead More
Dynamics 365 Customer Service: KB Automatic Filtering
I ran into a feature the other day that I thought would be worth writing an article about. This feature has been around for a while, but I feel that it might slipped in without a lot of us noticing, so here goes! Administrators can configure the knowledge base search control on the case form to automatically filter knowledge base articles based on data populated in the case record. ThisRead More
