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USD – Migration of Customization Files
I often work with Unified Service Desk for Dynamics 365, having created a “solution” in my development environment I will obviously need to migrate it into a test or production instance. The process we...
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SLAs – Unified Interface (April Wave 2020)
The April 2020 release wave of Dynamics 365 includes an updated approach to SLAs. In this post I will explore how to create the “new style” Service level agreements.Assuming you have some experience...
View ArticleCRM Dynamics - what certifications and how to train?
Hi, everybody. I am a freelance consultant/project manager and have been implementing CRM Dynamics since 2011. I have no IT education, but worked as project manager, consultant, trainer, administrator...
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MB-200: Microsoft Power Platform + Dynamics 365 Core – Email Integration
I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Power Platform + Dynamics 365 Core exam. (aka MB-200) In this post I will look at concepts...
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Dynamics 365 Outlook App – Set entities that can be set regarding
I recently got asked a simple question but one I didn’t immediately know the answer for! As I had to research the answer I thought a blog post might help anyone who is presented with a similar...
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Omnichannel for Customer Service – Agent Scripts & Macros (and slugs)
Omnichannel for customer service contains a number of features to help improve agent productivity. In this post I will explore two of these …. Agent scripts and Macros. Plus we’ll see some slugs along...
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Omnichannel for Customer Service – Voice and Video Calls
Microsoft’s Omnichannel for Customer Service allows us to escalate web chat conversations to voice and video calls, this is a great feature when conversations become complex and a chat conversation is...
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Omnichannel for Customer Service – Collection
Omnichannel for Customer ServiceOmniChannel for Customer Service provides omnichannel capabilities directly in Dynamics 365. Additionally it includes enterprise grade routing and also works with...
View ArticleWhere is Resource scheduling optimization for Field Service?
Hello,I am trying to find out how to enable and use the new Resource scheduling optimization for Field Service feature but I cannot find this anywhere! Can someone help with this please?According to...
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Omnichannel for Customer Service – Twitter
Microsoft’s Omnichannel for Customer Service allows us to communicate with customers on many channels, in this post I will review how to configure the ability to converse with customers using Twitter.I...
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Omnichannel for Customer Service – Notifications
Microsoft’s Omnichannel for Customer Service includes the ability to alert your agents when incoming conversations arrive or if someone transfers a conversation to them or someone just wants to consult...
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Omnichannel for Customer Service – Customer Location
With Microsoft’s Omnichannel for Customer Service you may find it useful to know the location of your customer. Say you have stores all over the country, maybe it would help you to know the closest...
View ArticleLive Chat tools with Dynamics CRM Onpremises
We need to integrate Live Chat tool with Dynamics CRM On-Premises. Please suggest me options available in market. I know we can get this functionality with Parature but that's only restricted to CRM...
View ArticlePossibility to Export Segment Members?
Hi Dynamics 365 lovers, We have eagerly started two Dynamics 365 for Marketing projects now. I am encountering one question when working with segments.Is it possible to export the members of a segment?...
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Omnichannel for Customer Service – Real-time Translations
Microsoft have just released loads of cool enhancements to their Omnichannel for Customer Service application! In this post I will review one of my favourite new features … real-time chat...
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Omnichannel for Customer Service – Quick Replies and Automated Messages
Microsoft’s Omnichannel for Customer Service includes many agent productivity aids, in this post I will look at how we can send quick replies and automated messages to customers.It can help agents...
View ArticleLive Chat tools with Dynamics CRM Onpremises
We need to integrate Live Chat tool with Dynamics CRM On-Premises. Please suggest me options available in market. I know we can get this functionality with Parature but that's only restricted to CRM...
View ArticleChanging a Form based on option set Value
Hello,I have 4 forms in an entity. I created a default form, based on the option set value I would like to change the form. I tried to use the below code on the default form, but nothing is happening....
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MB 600: Microsoft Dynamics 365 + Power Platform Solution Architect – Lead...
I am currently preparing to take the Microsoft Dynamics 365 + Power Platform Solution Architect certification. Or “MB 600” for short! As I prepare I plan to write revision notes in this post I will...
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Can we unlock Source Campaign in opportunity form
Hello Everyone,Right now the only way to attach an opportunity to marketing campaign is via the response feature in marketing campaign. However, the problem with that is you have two do two extra steps...
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