Tag: Customer Service
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
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
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
2022 Release Wave 1 | Part 3: D365 Customer & Field Service
This is my third article on what’s new in 2022 Release Wave 1. In this article I discussing some of the most important features that are mentioned in the release notes for Dynamics 365 Customer Service and Field Service and what they mean for end-users and administrators. I was able to install the early access features on 1/31 in my sandbox so I could test some of these new featuresRead More
2021 Release Wave 2 | Part 2: Customer Service
We have arrived in August and that means that now have the ability to install the early release features of 2021 Release Wave 2 in a sandbox environment for testing! For the folks who are not familiar with Microsoft’s release cadence, Microsoft Power Platform and Customer Engagement apps (Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, Dynamics 365 Marketing, Dynamics 365 Project Operations, etc.) deliver two major releases perRead 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
Dynamics 365 – 2021 Release Wave 1 | Part 2
It’s that time of year again! Starting February 3rd we are able to get early access to some of the new features and updates in Dynamics 365 and the Power Platform! I am writing a series of articles on what is new and what is coming in this release. Last week’s article was about generic features and updates for Dynamics 365 Sales which you can read here. In this articleRead More
Customer Service Workspace Review
I was working in the new Customer Service Workspace app, which got added to my instance as part of the 2020 Release Wave 2 (keep in mind this app is still in preview). I wrote a small piece on this app as part of my article Dynamics 365 – 2020 Release Wave 2 | Part 3 which you can read here or if you prefer watching a video you canRead More
