Omnichannel for Customer Search – Canvas App for Custom Search
Microsoft’s Omnichannel for Customer Service gives us many of the contact centre features we require out of the box. But in all projects “extra” requirements will surface that need a custom approach....
View ArticleRollup field calculation not working
Hi,I am trying to use a rollup field for the first time. I have a Case entity and it's child entity 'Expenses'. Each expense record has a currency field which in turn is a calculated field. This field...
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Omnichannel for Customer Service – Collection
Omnichannel for Customer ServiceOmnichannel for Customer Service provides omnichannel capabilities for Dynamics 365. Giving us web chat, SMS, voice and more directly within Dynamics 365.Other related...
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Unified Routing – Sentiment Predictions
Within Microsoft’s Unified Routing for Dynamics 365 we can route work items using AI based sentiment predictions. Say you detect that a customer is really unhappy when starting a conversation in...
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Omnichannel for Customer Service – Collection
Omnichannel for Customer Service Omnichannel for Customer Service provides omnichannel capabilities for Dynamics 365. Giving us web chat, SMS, voice and more directly within Dynamics 365. Other related...
View ArticleClik here to view.
Omnichannel for Customer Service – Collection
Omnichannel for Customer ServiceOmnichannel for Customer Service provides omnichannel capabilities for Dynamics 365. Giving us web chat, SMS, voice and more directly within Dynamics 365.Other related...
View ArticleClik here to view.
D365PPUG Birmingham – September 2022
At the Birmingham HQ of the Dynamics 365 and Power Platform user group (D365PPUG) we are busy planning our next face to face event. If you haven’t registered yet I suggest you do so soon.You can...
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Customer Service Workspace – Enhanced Interface
Microsoft’s Customer Service Workspace provides a user interface for Dynamics 365 tailored to scenarios often found in contract centres. Meaning agents can jump from conversation to conversation in...
View ArticleConvert an existing entity to an activity in CRM 2016
Hi,I need to convert an existing entity in CRM 2016 to an activity. Does anyone know how to do this ?Many Thanks,Mark
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Unified Routing – Preferred Agent Routing
A new feature is coming to the Unified Routing feature found in Microsoft’s Dynamics 365 Customer Service app …. It will allow us to route work items to agents based on a contact having one or more...
View ArticleCampaign Activities
Hello,I recently created a marketing campaign and distributed campaign activities (phone calls) to a member of my team. I had anticipated that this would create tasks for him to call each of the leads...
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Field Service – Inspections Overview
The Dynamics 365 Field Service app gives us a cool feature to manage inspections. In this post I will give an overview of this feature.What are Field Service Inspections?The Field Service app of...
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Two Timelines on One Dynamics 365 Form
I noticed almost in passing a new feature in the October “Wave 2” release of Dynamics 365. This is the ability to add more than one timeline per form. In this post I will explore this feature and try...
View ArticleDisable/Hide an option set value
We use option sets quite often. Regularly I get asked to change the values of these as business requirements change.Is there a way to disable an option set value, or hide a value that is no longer...
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Delete Dynamics 365 Data – Based on an import “Hack”!
I recently saw a “trick” with Dynamics 365 that I thought was quite cool. So, I decided to document it in a blog post. This must be a reasonably common scenario! Our sales team want to purge the system...
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Field Service – Inspection Reporting
In previous posts I have explained how we can create inspections; in this post I will focus on how we gain access to the inspection data. (To support reporting).You can review my earlier post which...
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Dynamics 365 and Power Platform Birmingham Event – 24th Nov
We are really excited to announce our next Birmingham based face to face event. This time we’ll meet on 24th November. This will be our last Dynamics 365 and Power Platform event of 2022, so don’t miss...
View ArticleRollup field calculation not working
Hi,I am trying to use a rollup field for the first time. I have a Case entity and it's child entity 'Expenses'. Each expense record has a currency field which in turn is a calculated field. This field...
View ArticleClik here to view.
Omnichannel for Customer Service – Collection
Omnichannel for Customer ServiceOmnichannel for Customer Service provides omnichannel capabilities for Dynamics 365. Giving us web chat, SMS, voice and more directly within Dynamics 365.Other related...
View ArticleClik here to view.
Unified Routing – Sentiment Predictions
Within Microsoft’s Unified Routing for Dynamics 365 we can route work items using AI based sentiment predictions. Say you detect that a customer is really unhappy when starting a conversation in...
View Article