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Omnichannel for Customer Service – Outbound Voice Calling
I recently gave a demo of the new voice channel within Dynamics 365’s Omnichannel for Customer Service app. In that post I covered the basics of inbound calling. This time I will explain how to setup...
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Dynamics 365 Customer Service SLAs and Cloud Flows
Within Dynamics 365 we can use SLAs in the customer service app. Each SLA item can trigger a Power Automate Cloud Flow to complete any actions we wish to implement when a warning, failure, or success...
View ArticleMultiple Campaigns against the one lead
Hi,Is there a way to mark a lead with multiple marketing campaigns so i know which ones have been targeted to which leads as one lead may have 3 or 4 marketing campaigns it's involved in and i want to...
View ArticleTeams Chats inside Dynamics 365
Dynamics 365 now includes several Teams collaboration options, one being the ability to enable chats directly inside Dynamics 365. In this video I demo how to use and setup this new feature.Currently...
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How many “ticks” until your opportunity closes?
I recently had a requirement to show the number of days before an opportunity was due to close, this turned out to be slightly more complex than it first sounded. So, I thought I’d create a quick blog...
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Dynamics 365 User Group Event – February 2022
We are current busy planning our next Dynamics 365 user group event. Why not join us in February?Our next exciting Dynamics 365 Birmingham User Group meeting will be taking place on Wednesday16th Feb...
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Customer Service Workspace – Marco to create, save and link a case
In Microsoft’s Customer Service Workspace App we can use a combination of agent scripts and macros to create automations that can aid agent productivity. In this post I will explain one example of how...
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App Profile Manager – Known issue when importing custom app profiles
Have you been having problems in Dynamics 365 moving app profiles for your customer service workspace (CSW) from instances to instances using solution??? If so then this blog post might be for you!I...
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Customer Service Workspace – Macro to open an email based on template
Recently a customer of mine needed to have an agent script in their customer service workspace that opens an email using a template. I will explain how I achieved this in this blog post.Hopefully you...
View ArticleOmnichannel for Customer Service – Voice Channel
I am so excited to have recently started to use the new 1st party voice channel Microsoft have made available for the Omnichannel for Customer Service app.We can now enable voice calls for inbound and...
View ArticleDynamics 365 Marketing - Marketing Automation
This group is for marketing people and administrators that are struggling with issues around marketing automation and putting processes and tools in front of Dynamics CRM. This group will discuss best...
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D365PPUG Birmingham – Feb Event Video
During Feb’s Birmingham user group event Mike Chappell gave an informative presentation around Synapse Link.Warning: Mike did suffer some demo gremlins. Afterwards he found out he was just not being...
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Dynamics 365 Real-time Marketing – My first look
I have recently been asked to review the new real-time marketing feature. I have therefore been busy testing its capabilities and comparing real-time marketing and outbound marketing. This post will...
View ArticlePower Automate Cloud Flows – Format Choices and more
Recently I needed to show the text of a choices field in a post created by a Cloud Flow. Meaning I needed to return the actual text of the choice field rather than the value. In this video I...
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Omnichannel for Customer Service – Voice channel overflow
Microsoft’s Omnichannel voice channel for Dynamics 365 gives us great capabilities for contact centres. In this post I will consider what might happen if we have large numbers of customers waiting in a...
View ArticleMultiple Campaigns against the one lead
Hi,Is there a way to mark a lead with multiple marketing campaigns so i know which ones have been targeted to which leads as one lead may have 3 or 4 marketing campaigns it's involved in and i want to...
View ArticleTeams Chats inside Dynamics 365
Dynamics 365 now includes several Teams collaboration options, one being the ability to enable chats directly inside Dynamics 365. In this video I demo how to use and setup this new feature.Currently...
View ArticleClik here to view.
How many “ticks” until your opportunity closes?
I recently had a requirement to show the number of days before an opportunity was due to close, this turned out to be slightly more complex than it first sounded. So, I thought I’d create a quick blog...
View ArticleClik here to view.
Dynamics 365 User Group Event – February 2022
We are current busy planning our next Dynamics 365 user group event. Why not join us in February?Our next exciting Dynamics 365 Birmingham User Group meeting will be taking place on Wednesday16th Feb...
View ArticleClik here to view.
Customer Service Workspace – Marco to create, save and link a case
In Microsoft’s Customer Service Workspace App we can use a combination of agent scripts and macros to create automations that can aid agent productivity. In this post I will explain one example of how...
View Article