Use Copilot in D365 Customer Service to generate knowledge articles from cases

Microsoft is adding more and more functionality to Copilot and I am loving it! It’s almost like every time I log into one of the Dynamics 365 apps, there are new things that Copilot can do, no matter which app I am in! Today I am going to discuss a feature that you can test right now, because it is currently in public preview. The feature I am talking aboutRead More Continue Reading Dian Taylor’s Article on their blog Use...

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Use Copilot in D365 Customer Service to generate knowledge articles from cases (preview) – YouTube
May07

Use Copilot in D365 Customer Service to generate knowledge articles from cases (preview) – YouTube

Use Copilot in D365 Customer Service to generate knowledge articles from cases (preview) In this video I discussing a feature that you can test right now, because it is currently in public preview. The feature I am referring to is the ability for Copilot to generate a knowledge article draft from a case. Previously we were able to convert a case to a knowledge article by clicking the ‘convert’ button on a case, but this...

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Configure if Booking Status completes a work order

If your organization is using Dynamics 365 Field Service, then you might have come across a scenario where a field technician doesn’t need to fully complete a work order, but instead they need to partially complete a work order. There could be multiple reasons for this need, for example a technician doesn’t have all the required parts on hand to fix the issue, and they might need to order the

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D365 Field Service: Configure if Booking Status completes a work order – YouTube
Apr30

D365 Field Service: Configure if Booking Status completes a work order – YouTube

D365 Field Service: Configure if Booking Status completes a work order If your organization is using Dynamics 365 Field Service, then you might have come across a scenario where a field technician doesn’t need to fully complete a work order, but instead they need to partially complete it. There could be multiple reasons for this need, for example a technician doesn’t have all the required parts on hand to fix the issue,...

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Improved email attachment experience in D365 Customer Service

Here is another set of features that kind of snuck into Dynamics 365 Customer Service without anyone noticing! At least I didn’t notice until I opened an email message in Dynamics 365 Customer Service and saw some different options available for me! I (or any other admin) didn’t need to enable anything, these features just showed up out of the blue! It’s hard to pinpoint which release wave… Continue Reading...

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Improved email attachment experience in D365 Customer Service – YouTube
Apr23

Improved email attachment experience in D365 Customer Service – YouTube

Improved email attachment experience in D365 Customer Service Microsoft has improved the email attachment experience in Dynamics 365 Customer Service! In this video I will tell you all about it, and as a bonus I will show you how to enable this control on your email forms! Related Article: https://d365goddess.com/improved-email-attachment-experience-in-d365-customer-service Blog: https://D365Goddess.com Twitter:...

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Copilot assistance for form fill in Model-Driven Apps

Believe it or not, I have actually received requests in the past where prospects wanted the system to automatically create records in Dataverse or Dynamics 365, which of course is kind of crazy! We always need to integrate with another system, or have someone either enter data manually or import the data into Dynamics 365 (or Dataverse) (for example rows like accounts, contacts, opportunities,… Continue Reading Dian...

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Copilot Assistance for Form Fill in Model-Driven Apps – YouTube
Apr16

Copilot Assistance for Form Fill in Model-Driven Apps – YouTube

Copilot Assistance for Form Fill in Model-Driven Apps Ever wanted your model driven app to help populate data in a form? Learn all about this new feature that is no generally available! Related Article: https://d365goddess.com/copilot-assistance-for-form-fill-in-model-driven-apps Blog: https://D365Goddess.com Twitter: https://twitter.com/D365Goddess LinkedIn: https://www.linkedin.com/in/diantaylor/ Ever wanted your model driven app to...

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Associate emails to multiple records (preview)

As you might or might not know, today we only have the ability to relate activities to ONE row (or record) in Dynamics 365 CX by setting the ‘regarding’ field on the activity. This can be problematic, because there might be a need to save a record to multiple rows (or records). A good example of when there would be a need to associate an activity (like an email) toRead More Continue Reading Dian Taylor’s Article on...

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Associate emails to multiple records in Dynamics 365 – YouTube
Apr09

Associate emails to multiple records in Dynamics 365 – YouTube

Associate emails to multiple records in Dynamics 365 We have been asking Microsoft for a while to allow sellers to associate emails to multiple records in Dynamics 365, and this new preview feature will allows them to do that! Check out my video where I tell you all about it! Change environment database settings: https://learn.microsoft.com/en-us/power-platform/admin/environment-database-settings Related Article:...

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Get document recommendations from SharePoint (preview) from Copilot for Sales

Last Friday I noticed that a highly anticipated feature in Dynamics 365 Sales is now in preview! This feature is part of the 2024 release wave 1. With this feature sellers will be able to get product related files directly from within the Sales Hub in Dynamics 365 Sales! I believe this is a very important feature because how often are sellers searching for the latest product information like… Continue Reading Dian Taylor’s...

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Get document recommendations from SharePoint (preview) in Dynamics 365 Sales – YouTube
Apr02

Get document recommendations from SharePoint (preview) in Dynamics 365 Sales – YouTube

Get document recommendations from SharePoint (preview) in Dynamics 365 Sales Did you know that a new preview feature is out that allows sellers to use Copilot for Sales to surface sales documents in Dynamics 365 Sales?! Check out my video where I show you all about it! Related Article: https://d365goddess.com/get-document-recommendations-from-sharepoint-preview-copilotforsales Blog: https://D365Goddess.com Twitter:...

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Find Dynamics 365 Data in Outlook using mentions

Today I stumbled across a feature that is pretty new! This feature was just released on March 6th and I have to say I am loving it! Apparently, it has been in preview, so I am not sure how I missed it, but I guess with so many new features being pushed out on a regular basis, it is to be expected that some features slip through the cracks! First,Read More Continue Reading Dian Taylor’s Article on their blog Find Dynamics 365...

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Find Dynamics 365 Date in Outlook using mentions – YouTube
Mar12

Find Dynamics 365 Date in Outlook using mentions – YouTube

Find Dynamics 365 Date in Outlook using mentions In this video, I’m going to show you a feature that just because generally available, which makes this process much easier. It allows us to “mention” a Dynamics 365 record directly from within the Outlook web client. This means that the link to the Dynamics 365 record is embedded into the email, and the recipient can click the link straight from the email message....

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Extend Copilot for Microsoft 365 with Dynamics 365 Data (preview)

I am sure you have heard the term “Copilot” a lot in the Microsoft universe. It can be overwhelming to understand the different types of Copilots available. There is a Copilot for Dynamics 365 Customer Service, which helps customer service agents by searching through knowledge sources like SharePoint sites, internal websites, and knowledge bases to help solve customer issues. On the other… Continue Reading Dian...

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Extend Copilot for Microsoft 365 with Dynamics 365 Data (preview) – YouTube
Mar05

Extend Copilot for Microsoft 365 with Dynamics 365 Data (preview) – YouTube

Extend Copilot for Microsoft 365 with Dynamics 365 Data (preview) Learn all about how to extend M365 Copilot with Dynamics 365 Data using plugins! Related Article: https://d365goddess.com/extend-copilot-for-microsoft-365-with-dynamics-365-data-preview Blog: https://D365Goddess.com Twitter: https://twitter.com/D365Goddess LinkedIn: https://www.linkedin.com/in/diantaylor/ Learn all about how to extend M365 Copilot with Dynamics 365 Data...

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2024 Wave 1 Release Notes: D365 Field Service

Like every year, I’ve been writing several articles about the features included in the 2024 Wave 1 release for Dynamics 365 CX! In the first article of this series, I explored all the additions and enhancements for Dynamics 365 Sales. Following that, I wrote a piece about the new SKU Microsoft Copilot for Sales; you can catch up on it here if you haven’t gotten a chance to do soRead… Continue Reading Dian...

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2024 Release Wave 1 – D365 Field Service – YouTube
Feb20

2024 Release Wave 1 – D365 Field Service – YouTube

2024 Release Wave 1 – D365 Field Service This is the 4th video in my series about 2024 Release Wave 1. In this video I will discuss and explain features that are part of Dynamics 365 Field Service, as described in the 2024 Wave 1 Release notes. Related Article: https://d365goddess.com/2024-wave-1-release-notes-d365-field-service Links to the videos mentioned : – The enhanced mobile experience for Field Service(preview):...

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2024 Release Wave 1: D365 Customer Service – YouTube
Feb13

2024 Release Wave 1: D365 Customer Service – YouTube

2024 Release Wave 1: D365 Customer Service This is my 3rd video in my series of 2024 Release Wave 1. In this video I will discuss features that are part of Dynamics 365 Customer Service, mentioned in the 2024 Wave 1 Release notes. Related Article: https://d365goddess.com/2024-wave-1-release-notes-d365-customer-service Blog: https://D365Goddess.com Twitter: https://twitter.com/D365Goddess LinkedIn:...

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2024 Wave 1 Release Notes: D365 Customer Service

As you all know, the release notes were published not too long ago. As I do every year, I have been writing several articles about the functionality that is part of the 2024 Wave 1 notes for Dynamics 365 CX! In the first article I wrote in this series, I discussed everything exciting and new that is coming for Dynamics 365 Sales, followed by an article about the new SKURead More Continue Reading Dian Taylor’s Article on their...

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2024 Wave 1 Release Notes: Microsoft Copilot for Sales

Last week Microsoft published the release notes for 2024 Wave 1 and just like we’re used to, this wave has loads of awesome new features! As I do for every release wave, I will be writing another series of articles about the 2024 wave 1 notes for Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service and more! In the first article in this series, I discussed everything

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2024 Wave 1 Release Notes –  Microsoft Copilot for Sales – YouTube
Jan30

2024 Wave 1 Release Notes – Microsoft Copilot for Sales – YouTube

2024 Wave 1 Release Notes – Microsoft Copilot for Sales In this video I will go over all the features that are part of the new Microsoft Copilot for Sales, which are mentioned in the 2024 Wave 1 Release notes. For more information: FAQ document on top asked questions: https://aka.ms/C4SFAQ Copilot for Sales adoption materials: https://aka.ms/C4SAdoption Updated UX Experience Article: https://aka.ms/C4SUserUpdates Related...

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2024 Wave 1 Release Notes – D365 Sales – YouTube
Jan30

2024 Wave 1 Release Notes – D365 Sales – YouTube

2024 Wave 1 Release Notes – D365 Sales This is my first video in the series of 2024 Release Wave 1. In this episode Lisa Crosbie joins me to discuss the new features that are part of Dynamics 365 Sales! Be sure to subscribe to Lisa’s YouTube channel as well: https://www.youtube.com/lisacrosbie Related Article: https://d365goddess.com/2024-wave-1-release-notes-d365-sales/ Blog: https://D365Goddess.com Twitter:...

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2024 Wave 1 Release Notes: Dynamics 365 Sales

Microsoft has done it again! They’ve unleashed a fresh wave of awesomeness with the 2024 wave 1 release notes that were published an hour and a half ago! I will be writing another series of articles about the 2024 wave 1 for Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service and more! You probably noticed that I am usually publishing on Tuesdays, but I couldn’t wait… Continue Reading Dian...

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Passing D365 Customer Service data to Copilot Studio

In today’s article I will talk about Copilot Studio, but I am not discussing any new features. Instead, I am going to discuss some very important things that are happening in Copilot Studio when you integrate with Dynamics 365 Customer Service! Things you might not be aware of, I know I wasn’t! I will also talk about how we can bring additional data from Dynamics 365 Customer Service into… Continue Reading Dian...

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Passing D365 Customer Service data to Copilot Studio – YouTube
Jan23

Passing D365 Customer Service data to Copilot Studio – YouTube

Passing D365 Customer Service data to Copilot Studio In this video I will discuss how Copilot Studio automatically captures data from Dynamics 365 Customer Service, after you’ve connected the two applications! Yes this is different from how it worked in Power Virtual Agents! I will also discuss what the problem can be if you are no longer getting values from Dynamics 365 Customer Service in Copilot Studio! Related Article:...

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Copilot in the enhanced mobile experience for D365 Field Service(preview)

Having a well-designed mobile app for frontline workers is crucial for many reasons, as it directly contributes to streamlined operations, improved communication, enhanced efficiency, and ultimately, a more empowered and productive workforce. Last week I wrote an article about the exciting features that are part of the new enhanced mobile experience for Dynamics 365 Field Service, which is… Continue Reading Dian Taylor’s...

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Copilot in the enhanced mobile experience for D365 Field Service – YouTube
Jan16

Copilot in the enhanced mobile experience for D365 Field Service – YouTube

Copilot in the enhanced mobile experience for D365 Field Service In my last video I showed you the new mobile experience for Dynamics 365 Field Service. Part of the new mobile app is Copilot, which this video is all about. Related Article: https://d365goddess.com/copilot-in-the-enhanced-mobile-experience-for-d365-field-servicepreview Blog: https://D365Goddess.com Twitter: https://twitter.com/D365Goddess LinkedIn:...

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Enhanced mobile experience(preview) for D365 Field Service – YouTube
Jan09

Enhanced mobile experience(preview) for D365 Field Service – YouTube

Enhanced mobile experience(preview) for D365 Field Service There is a new preview feature in Dynamics 365 Field Service, which allows you to take the new mobile experience for a test ride! I will show you all the ins and outs in this video. Related Article: https://d365goddess.com/enhanced-mobile-experience-for-d365-field-service Blog: https://D365Goddess.com Twitter: https://twitter.com/D365Goddess LinkedIn:...

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Enhanced mobile experience(preview) for D365 Field Service

There have been a lot of improvements to Dynamics 365 Field Service this year and I have loved every single one of them! However… One of my favorite improvements is the new mobile experience for field techs for Dynamics 365 Field Service. Yes, I am aware that this feature is not generally available yet, as it has been in preview since early November of 2023. So what is this previewRead More Continue Reading Dian Taylor’s...

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Copilot Studio: Dynamic chaining with generative actions (preview)

In previous articles I showed you how you can create plugin actions (currently in preview) in Copilot Studio by using one of the Power Platform connectors, or by using a Power Automate Flow. In this article I am going to discuss how you can use Dynamic Chaining, another preview feature that is part of generative AI capabilities in Copilot Studio. First let me explain what dynamic chaining is…. Continue Reading Dian...

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Copilot Studio: Dynamic chaining with generative actions( preview) – YouTube
Dec26

Copilot Studio: Dynamic chaining with generative actions( preview) – YouTube

Copilot Studio: Dynamic chaining with generative actions( preview) In this video I will show you the ins and outs about Dynamic chaining with generative actions in Copilot Studio! Related Article: https://d365goddess.com/copilot-studio-dynamic-chaining-with-generative-actions-preview Blog: https://D365Goddess.com Twitter: https://twitter.com/D365Goddess LinkedIn: https://www.linkedin.com/in/diantaylor/ In this video I will show you...

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Create Plugin Actions(preview) with Power Automate in Copilot Studio

A few months ago I wrote an article about a new preview feature for Copilot Studio called ‘Plugin Actions’. (You can read the article here if you haven’t read it yet.) If you’re not familiar with Plugin actions, they are used by copilot to respond to users automatically and you can call them from within a topic! In my previous article I showed you how to use an existing powerRead… Continue Reading Dian...

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Create Plugin Actions(preview) with Power Automate in Copilot Studio – YouTube
Dec12

Create Plugin Actions(preview) with Power Automate in Copilot Studio – YouTube

Create Plugin Actions(preview) with Power Automate in Copilot Studio In a previous video I showed you how to create a plugin action(preview) in Copilot Studio using a Power Platform connector. In this video I will show you how to create a plugin action(preview) using a Power Automate flow! Related Article: https://d365goddess.com/copilot-studio-plugin-actions-with-power-automate-flows Blog: https://D365Goddess.com Twitter:...

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Build your own service copilot with Copilot for Service (Preview)

During the Microsoft Ignite conference in November there have been a lot of announcements about Microsoft Copilot. There are a ton of different copilot types, each with their own unique experience. Think about Microsoft 365 Copilot, which acts as a personal assistant to the end user, or Copilot for Dynamics 365 Sales, which allows sales reps to get summaries for leads and opportunities,… Continue Reading Dian Taylor’s...

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Copilot for Service(Preview) – YouTube
Dec05

Copilot for Service(Preview) – YouTube

Copilot for Service(Preview) I’m sure you’ve heard all the buzz around Copilot from Microsoft! In this video I will show you how you can use Copilot for Service(preview) to create a copilot that is connected to a third party knowledge system! Related Article: https://d365goddess.com/copilot-for-service-preview Blog: https://D365Goddess.com Twitter: https://twitter.com/D365Goddess LinkedIn:...

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D365 Customer Service: New Dialer Experience(preview)

As part of 2023 release wave 2 Microsoft has made several improvements to the dialer in Dynamics 365 Customer Service. This dialer is available for agents to use if the voice channel in Dynamics 365 Customer Service has been configured in the environment. The new dialer has an improved design and enhanced dialing features, such as phone number editing capabilities, a call history list, and… Continue Reading Dian Taylor’s...

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D365 Customer Service: New Dialer Experience(preview) – YouTube
Nov28

D365 Customer Service: New Dialer Experience(preview) – YouTube

D365 Customer Service: New Dialer Experience(preview) As part of 2023 release wave 2 Microsoft has made several improvements to the dialer in Dynamics 365 Customer Service. This dialer is available for agents if the voice channel in Dynamics 365 Customer Service has been configured in the environment. Keep in mind this is a feature that needs to be enabled by an admin. In this video I will not only go over the new dialer experience,...

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Timeline Updates

For the people that are not familiar with the timeline in Dynamics 365, the timeline is a control that you’ve probably seen on many of the forms in Dynamics 365. It shows all activities related to a row and gives users insights to what interactions are scheduled and/or have occurred in the past. Depending on the row you are viewing, you’ll see different activities in the timeline. For example,… Continue Reading Dian...

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Timeline Enhancements – YouTube
Nov14

Timeline Enhancements – YouTube

Timeline Enhancements In this video I’ll discuss some new timeline enhancements in Dynamics 365. I’ll show you how users can create bookmarks in the timeline and how they can now pin one or multiple records to the timeline! Related Article: https://d365goddess.com/timeline-updates Blog: https://D365Goddess.com Twitter: https://twitter.com/D365Goddess LinkedIn: https://www.linkedin.com/in/diantaylor/ In this video...

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Use plugin actions in Power Virtual Agents (preview)

If you read last week’s article than you know that Microsoft announced a couple of new features during the Microsoft Power Platform Conference that took place in Las Vegas the first week of October. Last week I wrote about the ability to upload documents for generative answers which is in preview today, which allows us to upload one or multiple documents to be used in generative answers in… Continue Reading Dian...

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Pover Virtual Agents: Plugin Actions(preview) – YouTube
Oct31

Pover Virtual Agents: Plugin Actions(preview) – YouTube

Pover Virtual Agents: Plugin Actions(preview) Plugin actions for Power Virtual Agents are currently in preview. In this video I will show you how you can use an existing connector to create a plugin action. I will also show how to use the available variables and use PowerFX to perform a calculation. After that, I will show you how you can call a plugin action from a topic. Related Article:...

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Upload documents as a source for generative answers (preview)

If you attended Microsoft’s Power Platform Conference this month, then you probably heard about some of the new (preview) features that were announced for Power Virtual Agents! If you are not aware, of some of the features I’m referring to, or don’t exactly know what those features entail, then you definitely need to read this article! There are two features that are currently in preview, and… Continue Reading...

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Upload documents as a source for generative answers (preview) – YouTube
Oct24

Upload documents as a source for generative answers (preview) – YouTube

Upload documents as a source for generative answers (preview) In this video I will discuss the ability to upload documents as a source for generative answers in Power Virtual Agents, and all the gotcha’s related to this topic. Related Article: https://d365goddess.com/upload-documents-as-a-source-for-generative-answers-preview Blog: https://D365Goddess.com Twitter: https://twitter.com/D365Goddess LinkedIn:...

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D365 Field Service: Improved Work Order Experience (preview)

There have been so many exiting new features in 2023 release wave 2, and it feels like new features are making it to preview almost every week! The features I am discussing today (yes you read that right, this line item is not just limited to 1 feature, but instead comes with a whole bunch of new and exiting features and updates!) are the ones that are related to theRead More Continue Reading Dian Taylor’s Article on their blog...

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Improved Work Order Experience (Preview) – YouTube
Oct10

Improved Work Order Experience (Preview) – YouTube

Improved Work Order Experience (Preview) In this video I will discuss the new and improved work order experience in Dynamics 365 Field Service. I will discuss the updated view, forms and more! Related Article: https://d365goddess.com/d365-field-service-improved-work-order-experience-preview Blog: https://D365Goddess.com Twitter: https://twitter.com/D365Goddess LinkedIn: https://www.linkedin.com/in/diantaylor/ In this video I will...

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Smart Email Validation for Dataverse(preview)

You might remember that I wrote an article about the email validation feature which went into public preview back in October of 2022. (Yes it is still in preview today!). This feature allowed us to validate email addresses for leads (and now also contacts) in Dynamics 365 Sales. As you might or might not know, leads and contacts have several email address columns; ‘emailaddress1‘,… Continue Reading Dian...

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Smart Email Validation(preview) for Dataverse – YouTube
Sep19

Smart Email Validation(preview) for Dataverse – YouTube

Smart Email Validation(preview) for Dataverse In this video I will discuss the Smart Email Validation for Dataverse(preview) which is different from the email validation feature for leads and contacts! Related Article: https://d365goddess.com/smart-email-validation-for-dataverse Blog: https://D365Goddess.com Twitter: https://twitter.com/D365Goddess LinkedIn: https://www.linkedin.com/in/diantaylor/ In this video I will discuss the...

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Intelligent Suggestions in Dynamics 365 Sales

During 2023 Release Wave 1 the feature called ‘Provide intelligent suggestions to improve seller effectiveness’ was announced. I have to say the description of this feature was a little vague and blurry (just like the related screenshots), but my understanding of the functionality was, that the system / artificial intelligence will automatically create suggestions in the system related to… Continue Reading Dian...

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Intelligent Suggestions(preview) – YouTube
Aug29

Intelligent Suggestions(preview) – YouTube

Intelligent Suggestions(preview) In this video I will demonstrate how intelligent suggestions/insights(preview) look inside of Dynamics 365 Sales. I will show you a couple of different ways to create these insight/suggestion records in the system so you can test this feature. Related Article: https://d365goddess.com/intelligent-suggestions-in-dynamics-365-sales Blog: https://D365Goddess.com Twitter: https://twitter.com/D365Goddess...

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