Often there is a requirement in Case Management to create a new case when the case associated with the activity is resolved since X days. With the latest release of Dynamics 365 CE, this setting is available as an OOB configuration within Record creation rule. To enable this setting, navigate to Settings>Service Management>Automatic Record Creation…
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Set Default Value vs Set Field Value in Business Rule – Dynamics 365 CE
Set default value Using business rules, we now have the option to set a default value. Setting a default value should be used when you want a field to appear with a set value on load of the record. Being able to set a default value is a standard feature for option sets. However, Business…
Mandatory ‘Case Closure Code’ on the Case Resolution page – OOB way
Effective Case Resolution plays a key role in better customer service. Nowadays, service companies want to ensure that when a customer creates a case, it gets resolved only when customer gets what he has requested or the problem is actually rectified. An easy way to ensure this, is by sharing a closure code with the…
DevOps in Dynamics 365 – Basic steps
Found this blog useful in setting up (or to begin with) Devops in your Dynamics 365 environment. https://community.dynamics.com/crm/b/crminthefield/posts/introduction-to-devops-for-dynamics-365-customer-engagement-using-yaml-based-azure-pipelines
Integration between Dynamics 365 +Omnichannel+Virtual Agent – Learning Video
How to upgrade your Dynamics 365 instance to Release 2020 Wave 1 (April 2020 Release)?
As you might have heard already, Dynamics 365 Release 2020 Wave 1 (April 2020) is officially available for early preview access. It means that before its available for General release, to explore the new features, we can make use of it in trial / test instances. How to upgrade your instance to Release 2020 Wave…
How to create custom format auto number field without plugin in Dynamics 365 (OOB)?
Many clients I have worked with have complained the awkward auto number format which Dynamics 365 CE offers – particularly the Case number which has the alpha numeric characters at the end which is not at all customer friendly. To overcome this, we often had to write custom auto number plugin which will then introduce…
Keyboard Shortcuts in Dynamics 365
Dynamics 365 users often ask for the shortcut keys which they can use for navigating around the Dynamics 365 forms. There is already a list available in the user guide from Microsoft. if you are not aware of this, this would be helpful and you can provide this information next time you train your users!…
Omni channel Hub – key features available vs missing
Omnichannel for Customer Service is a paid add-on to Dynamics 365 Customer Service apps that use the Unified Interface. It is available only when you purchase a subscription of Chat for Dynamics 365. A quick look at the Omni channel hub features - as on Sep 2019: Live chat feature is really stable and easy…
Custom Auto numbering in Dynamics 365 and how to ensure accurate sequencing in the auto number generated
Though Dynamics 365 has OOB feature to enable auto numbering for the system entities (like Case, Opportunity, Lead, Contract etc), most of the times custom auto numbering solution might be required considering the below scenarios: Auto number generated by Dynamics 365 doesn’t meet the business expectation [ eg: having alpha numeric values in the…
How to monitor application performance in Dynamics 365 Online
If you use On-premise version of Dynamics 365, monitoring performance of the local server is quite easy as the internal IT team has complete access to the application and DB servers. When it comes to Dynamics 365 online, users will not have option to login to the server and monitor the performance. However, Microsoft…
Upgrading from Dynamics CRM 2016 On-Premise to Dynamics 365 Online
As there are customers migrating from on prem to online version of Dynamics 365, its important to understand the various steps involved in migrating from Dynamics CRM 2016 On Prem to Dynamics 365 Online. 1. Version compatibility Check Any solution exported from a newer version of Microsoft Dynamics 365 cannot be imported into an…
How to create a case closure feedback survey in dynamics 365?
Its much important to get the customer feedback after important interactions with customers and especially when a case is resolved. This post gives you an idea about how a case feedback can be created in dynamics 365 and how can it be automated to send on closure of case. Pre-requisites: Dynamics 365 CE Online…
Clone Solution vs Clone Patch in Dynamics 365 – Release management capabilities in Dynamics 365
Moving the developed solutions from dev environment to other environments is as critical (or more critical) as developing solutions without defects. Often dev team focuses more on building solutions in the dev without bugs and tend to make mistakes in the deployment (mostly depends on the pressure during the deployment, time available for pre-deployment activities…
Transform Customer Engagement in Retail – Dynamics & Adobe – Free Webinar
https://play.vidyard.com/F3F8vry77vKHyafyeCMYUc?v=3.1.1&type=inline&referring_url=https%253A%252F%252Finfo.microsoft.com%252Fww-landing-Transform-Customer-Engagement-in-Retail-Video.html%253FLCID%253DEN-US%2526wt.mc_id%253DAID723277_QSG_SCL_304181%2526utm_source%253DDirect& Watch this Dynamics 365 webinar to learn how Microsoft and Adobe deliver advanced customer service solutions for retailers. Link to the ondemand webinar: https://info.microsoft.com/ww-thankyou-Transform-Customer-Engagement-in-Retail-Video.html?LCID=EN-US
How to access Organization Insights in Dynamics 365 (Online) – through Power Admin
With the recent update in Dynamics 365 Online, Microsoft has removed the ‘Organization Insights Preview’ feature from CRM and moved it to the new ‘Power Platform’ – which can be accessed through url. Benefits are: No need of installing any additional solutions [ how it was accessible earlier] No need of additional configuration changes to…
Customer Self Service Portal – OOB Features
In the previous post How to enable Portals in Dynamics 365 we have seen how to setup a portal and have setup the sample customer self service portal. Let’s have a look at the default features of Customer Self Service Portal. Feature #1 - Customer Registration and Customer authentication Customers can register in the portal…
How to enable Portals in Dynamics 365
Portals are cloud based applications which can be linked to Dynamics 365 for enabling Self service web sites for customers, pages for Partners, pages for internal users etc. Let’s get started with setting up sample Portal. Portals are by default disabled in a new organization [ online] and can be enabled by the Administrator.…
Dynamics 365 v 9.0 On Premise is released – Important changes in the Pre-requisites
Microsoft has released v9.0 of Dynamics 365 (CRM) and is available for download. Below is the link to download: https://www.microsoft.com/en-us/download/details.aspx?id=57478& Please note that there are major changes in the Software requirements for installing/upgrading Dynamics 365 v9.0 from Dynamics 365 v8.2 If you try to upgrade to Dynamics 364 v9.0 from windows Server 2012 R2 OS…
Best Practice Analyzer – Unified Service Desk 3.3
With the release of Unified Service Desk 3.3 client, analyzing the best practices within unified service desk is much easier as its included within the client installer as a pre-builtin feature. Below are the steps to execute to check the USD best practices in your CRM organization. PS: For USD client version below 3.3, you…
