Pass customer data from pre-chat survey to Power Virtual Agent
Jun22

Pass customer data from pre-chat survey to Power Virtual Agent

If you are familiar with Power Virtual Agent and Omnichannel, you are probably aware that when these applications are integrated, we can create one or more pre-chat survey questions that will show in the chat when a customer engages with Power Virtual Agent. Admins can configure these questions in Omnichannel for Customer Service, which is an add-on to Dynamics 365 Customer Service. These… Continue Reading Dian Taylor’s...

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Automatic Lead Assignment
Jun15

Automatic Lead Assignment

I keep coming across more features that are getting enabled as part of 2021 Release Wave 1 and each time another feature is added I feel like I received another birthday present! Microsoft is not sitting still and new features are being added almost constantly! I think this feature is going to be a game changer for a lot of sales organizations. Keep in mind this feature is currently inRead More Continue Reading Dian Taylor’s...

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Enhanced experience to add products
Jun08

Enhanced experience to add products

Today is a bit of a milestone for me, because this is my 100th article! Now let’s get on with it! If you are using Dynamics 365 Sales, then you have noticed that adding products to an opportunity, a quote, an order or an invoice is a bit of a drag. We have to add the products one by one, unless we use the suggestions feature that allows users toRead More Continue Reading Dian Taylor’s Article on their blog...

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D365 Field Service: Mobile Booking Maps
Jun01

D365 Field Service: Mobile Booking Maps

Yes there is another feature that has been added to Dynamics 365 Field Service! This feature became generally available on 5/21 for North American environments. So what exactly is it? Well I can tell you it’s something that some of my customers have been asking for quite some time now, and now it’s here! Booking maps allows Dynamics 365 Field Service frontline workers (these are resources in… Continue Reading Dian...

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New Timer Control for SLA’s
May25

New Timer Control for SLA’s

We had the timer control for cases for quite some time and if you’re not familiar with what this is or what this does, let me explain it to you. The timer control can be added to forms of tables that have been enabled for SLA’s. Cases are enabled for SLA’s out of the box which means we can immediately add the control to a case form. When a SLARead More Continue Reading Dian Taylor’s Article on their blog New...

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What’s new with the Sales Accelerator
May18

What’s new with the Sales Accelerator

The Sales Accelerator is part of Dynamics 365 Sales and to get access to it you’ll need to have a sales insights license on top of your Dynamics 365 Sales License. This feature went into preview back in April 2020 and has been live for a a while now. I wrote an article about this (preview) feature back in April of 2020 which you can access here, but as youRead More Continue Reading Dian Taylor’s Article on their blog...

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D365 Field Service: Customer Self Scheduling
May11

D365 Field Service: Customer Self Scheduling

In this article I will be discussing the self scheduling feature for Dynamics 365 Field Service. This feature will allow customers to schedule service from the Field Service Power App portal. As you probably already guessed, yes this is another feature that is part of 2021 Release Wave 1. This feature was not available for early access, but it is currently in public preview so you can take a… Continue Reading Dian Taylor’s...

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D365 Customer Service: Configure Knowledge Search Filters & Default Authoring Language
May04

D365 Customer Service: Configure Knowledge Search Filters & Default Authoring Language

These are another couple of the new features of the 2021 Release Wave 1 that finally became available in my region around April 23rd! As you might know, before this update administrators were not able to configure filters for knowledge base articles, which makes it tricky if you have added your own custom fields to the knowledge article table. (For example I added fields to the case table and… Continue Reading Dian...

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Post Adaptive Card to a Teams Channel on Opportunity Win
Apr20

Post Adaptive Card to a Teams Channel on Opportunity Win

After playing around with adaptive cards a bit this weekend, I have decided that this is actually one of my favorite things to use when posting messages to Microsoft Teams or Outlook! First let me explain what adaptive cards are and how we can use them in different applications. Adaptive cards are built from JSON and that content can then be rendered inside a host application like Microsoft… Continue Reading Dian Taylor’s...

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D365 Field Service Simplified Setups
Apr13

D365 Field Service Simplified Setups

It’s April and this means that 2021 Release Wave 1 production deployments have started! Not all of the features mentioned in the documentation have been enabled yet because the features for this release wave will be released from April 2021 through September 2021. The features that will go GA in April might not have been installed in your production environment yet because his actually happens… Continue Reading Dian...

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Microsoft Teams calls in D365 Sales(Preview)
Apr06

Microsoft Teams calls in D365 Sales(Preview)

I was pleasantly surprised last week when I noticed a new section when I navigated to the app settings area in Dynamics 365 Sales. I noticed there is now an item on the sitemap under the General Settings section called ‘Teams calls (preview)’. I was very curious what this was so I started to dig a little and found that this setting allows us to embed the Microsoft Teams dialerRead More Continue Reading Dian Taylor’s...

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2021 Release Wave 1: D365 Field Service Inspections
Mar30

2021 Release Wave 1: D365 Field Service Inspections

Previously I wrote a series of articles on the new features in 2021 Release Wave 1. The first article I wrote was about the updates and new features in Dynamics 365 Sales, part 2 was about what’s new in Dynamics 365 Customer Service and part 3 of the series was about Dynamics 365 Field Service. I also wrote a separate article on the new Technician Locator in Dynamics 365 FieldRead More Continue Reading Dian Taylor’s...

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Dynamics 365 & LinkedIn Sales Navigator New Features 2021
Mar23

Dynamics 365 & LinkedIn Sales Navigator New Features 2021

It’s been a while since I wrote a post on this, but there are some new features with LinkedIn Sales Navigator and Dynamics 365 Sales that are coming, or have already been pushed to your environments. In this article I am not going to cover all the new features in LinkedIn Sales Navigator, I am focusing on the changes related to the integration with Dynamics 365 Sales. Even if thereRead More Continue Reading Dian Taylor’s...

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D365 Field Service: Technician Locator
Mar16

D365 Field Service: Technician Locator

This is another feature of 2021 release wave 1 which is currently in preview. There is a little bit of setup for this one so instead of adding this to my previous article 2021 Release Wave 1 | Part 3, I wanted to write a separate article to go over the setup and talk about how it works in the application. The technician locator allows Field Service organizations to sendRead More Continue Reading Dian Taylor’s Article on...

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Dynamics 365 – 2021 Release Wave 1 | Part 3
Mar09

Dynamics 365 – 2021 Release Wave 1 | Part 3

It’s that time of year again! Starting February 3rd we are able to get early access to some of the new features and updates in Dynamics 365 and the Power Platform! I am writing a series of articles on what is new and what is coming in this release. Previously I wrote an article on generic features and updates for Dynamics 365 Sales which you can read here, and anRead More Continue Reading Dian Taylor’s Article on their...

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Dynamics 365 – 2021 Release Wave 1 | Part 2
Mar02

Dynamics 365 – 2021 Release Wave 1 | Part 2

It’s that time of year again! Starting February 3rd we are able to get early access to some of the new features and updates in Dynamics 365 and the Power Platform! I am writing a series of articles on what is new and what is coming in this release. Last week’s article was about generic features and updates for Dynamics 365 Sales which you can read here. In this articleRead More Continue Reading Dian Taylor’s Article...

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Dynamics 365 – 2021 Release Wave 1 | Part 1
Feb16

Dynamics 365 – 2021 Release Wave 1 | Part 1

It’s that time of year again! It’s February and that means that we are able to get early access to some of the new features and updates in Dynamics 365 and the Power Platform! I will be writing a series of articles on what is new and what is coming in this release. In this article I will be discussing generic features and updates for Dynamics 365 Sales. Just forRead More Continue Reading Dian Taylor’s Article on...

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Assign SLA based on Case creation time
Feb02

Assign SLA based on Case creation time

A few weeks ago I received a question from someone who asked me if it was possible to assign an SLA to a case based on the time of day a case was created. For example if the case was created in the morning between 8AM and 11:59AM it would get the ‘Morning SLA’ attached, and if it was created betweem 12PM and 5PM it would get the ‘Afternoon SLA’Read More Continue Reading Dian Taylor’s Article on their blog...

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D365 Field Service Mobile: Reporting for the Model Driven App
Jan26

D365 Field Service Mobile: Reporting for the Model Driven App

Most of you are probably aware that Microsoft is moving away from the Resco built mobile app (Xamaran) for Dynamics 365 Field Service and that the direction is to use the new model driven app for Dynamics 365 Field Service. Starting June of 2021 all new Dynamics 365 Field Service deployments will only have the model driven mobile app, and in June 2022 everyone should be migrated off the… Continue Reading Dian Taylor’s...

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D365 Field Service: Enable lead scheduling and get location using Power Automate
Jan19

D365 Field Service: Enable lead scheduling and get location using Power Automate

Have you ever had a requirement where you needed Dynamics 365 Field Service to be able to schedule leads? This could be relevant for organizations who need their sales reps to visit prospects at their location to perform certain tasks. (I.E measurements for a project like the installation of hurricane windows or installation of flooring) The processes that I am going to configure in Dynamics… Continue Reading Dian Taylor’s...

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New Dynamics 365 Sales mobile experience (Preview)
Jan12

New Dynamics 365 Sales mobile experience (Preview)

I am very exited to be able to write another article on a very promising new preview feature! Microsoft is working on a new Mobile app for Dynamics 365 Sales which is now in preview. This app will not only show Dynamics 365 data but will allow users to view data that resides in other applications like exchange/outlook as well! Think about scheduled meetings that are stored in exchange/outlook… Continue Reading Dian...

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D365 Dialogs functionality using Power Automate: When a record is selected
Jan05

D365 Dialogs functionality using Power Automate: When a record is selected

Most of you probably remember the time when Dialogs was part of Dynamics 365 Processes. When users would run the dialog it allowed for a window to pop up where users could enter data into the dialog. From there the system could perform actions (like workflows and power automate flows do) such as creating a record, updating a record etc.Unfortunately dialogs were deprecated a while ago. What if… Continue Reading Dian...

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Track the last time someone spoke with a lead/contact in Dynamics 365
Dec29

Track the last time someone spoke with a lead/contact in Dynamics 365

Today I am going to discuss some functionality which I believe to be very relevant in Dynamics 365. How great would it be if organizations would be able to run a query showing them all the leads or contacts in the system that they have had a conversation with in the past X months? Or maybe a list of leads or contacts that no one has spoken with at all?!Read More Continue Reading Dian Taylor’s Article on their blog Track the last...

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D365 Field Service Inspections Updates – Dec 2020
Dec22

D365 Field Service Inspections Updates – Dec 2020

I was lucky enough to have a conversation with Neha Jain last week, who is a Program Manager at Microsoft focusing on Field Service Inspections. During our call we reviewed the latest improvements and enhancements in Dynamics 365 Field Service Inspections that have been added since the last article I wrote on Inspections, which was published in June of 2020 (If you haven’t read the article you… Continue Reading Dian...

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Create Custom D365 Assistant Cards
Dec15

Create Custom D365 Assistant Cards

I have received several requests to write an article about how we can utilize Power Automate to automatically create custom cards that will be shown in the Dynamics 365 Assistant. If you are not familiar with the Dynamics 365 Assistant let me tell you about it, as I feel it’s a great tool. The assistant used to be called the relationship assistant and is part of Dynamics 365 Sales Insights.

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Push notifications for D365 Field Service Model-Driven App
Dec01

Push notifications for D365 Field Service Model-Driven App

Now that Microsoft is moving away from the Resco built mobile application (aka Xamarin) and pretty soon (June 2021) all new deployments will use the Microsoft developed Field Service model driven app, we now need to learn how to configure certain things in the Field Service Model Driven App. There are things that you can already do in the Field Service Model Driven app, like use global search… Continue Reading Dian...

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D365 Customer Service: Setting up search providers (preview)
Nov24

D365 Customer Service: Setting up search providers (preview)

I stumbled across another preview feature in Dynamics 365 customer service the other day, which I will discuss in this article. Please note that a preview feature is not ready for production yet because it’s not finished, but Microsoft allows access so that customers can get early access and review the functionality and provide feedback. Ok now that that’s out of the way, let’s talk about what… Continue Reading...

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New Intelligent Relevance Search Experience
Nov17

New Intelligent Relevance Search Experience

In November of 2020 Microsoft announced a new intelligent search experience for model-driven apps. This also means that these new search capabilities will be available for all of the Dynamics 365 model driven apps. So you are probably not surprised when I tell you that once you enable this new experience, it will be enabled for all apps in the environment. You will notice that the search icon… Continue Reading Dian...

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Customer Service Workspace Review
Nov10

Customer Service Workspace Review

I was working in the new Customer Service Workspace app, which got added to my instance as part of the 2020 Release Wave 2 (keep in mind this app is still in preview). I wrote a small piece on this app as part of my article Dynamics 365 – 2020 Release Wave 2 | Part 3 which you can read here or if you prefer watching a video you canRead More Continue Reading Dian Taylor’s Article on their blog Customer Service...

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App Profile Manager
Nov03

App Profile Manager

The App Profile Manager is something that is completely new, this feature was added in September. It gives system administrators another tool to add configurations to an app. The app profile has nothing to do with the data users are accessing through the app (as you know this is handled by security roles), but it is focused on giving people access (or preventing access) to certain items and… Continue Reading Dian Taylor’s...

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Escalating Cases in D365 Customer Service
Oct20

Escalating Cases in D365 Customer Service

If you or your organization is using Dynamics 365 Customer Service then you probably have the need to escalate cases. This functionality is something that can be easily build in the application. In this article I am doing to discuss how that can be done. I previously wrote an article about how to setup automatic case assignment which you can find here, and I am going to build the escalation

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Field Service: Send email with resource pic
Oct13

Field Service: Send email with resource pic

If you are using Dynamics 365 Field Service to schedule resources that go onsite to perform work, you probably would have the need to send notification emails to your customer when the resource is on their way. Maybe you want include the picture of the resource so they’ll know what the resource looks like. This could be very helpful for home care type of work, where a nurse get scheduledRead… Continue Reading Dian...

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Receive a weekly summary email of new D365 Opportunities using Power Automate
Oct06

Receive a weekly summary email of new D365 Opportunities using Power Automate

Have you or any of your customers ever had the need to schedule the automatic sending of emails? In this article I am going to discuss how we can user Power Automate to send out emails on a scheduled basis with information about Dynamics 365 records. This could be very handy in many scenarios, think about sending employees a list of their timesheets for the past week, or sending thisRead More Continue Reading Dian Taylor’s...

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Interactive Experience Dashboards
Sep29

Interactive Experience Dashboards

In this article I am going to talk about interactive experience dashboards in Customer Service. These dashboards were introduced to us as part of the interactive service hub in the customer service area. I can’t tell you how much I like them, and honestly I think they are kind of a hidden gem, specially since they have been around for a while! They have similarities with ‘regular’ Dynamics 365… Continue Reading...

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Using Power Virtual Agent in Dynamics 365 Sales
Sep22

Using Power Virtual Agent in Dynamics 365 Sales

How great would it be if Dynamics 365 users would have access to a chat bot directly from a form in Dynamics 365? Think about a sales person that is working on an opportunity in Dynamics 365, and he or she has some questions that he/she wants answered while working on the opportunity, without having to navigate all over Dynamics 365? How great would it be if we could loadRead More Continue Reading Dian Taylor’s Article on their...

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Setup Mailbox for Automatic Case Creation in Unified Interface
Sep15

Setup Mailbox for Automatic Case Creation in Unified Interface

In the past I’ve written an article on how to setup and configure a support mailbox in exchange where customers can send emails to if they have an issue that needs to be resolved. We were able to use the automatic record creation and update rules (ACR) in the legacy interface to configure the logic to create a case record for the email that came in. I’ve tried to setRead More Continue Reading Dian Taylor’s Article on...

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Dynamics 365 – 2020 Release Wave 2 | Part 5
Sep08

Dynamics 365 – 2020 Release Wave 2 | Part 5

In July 2020 the release notes for wave 2 came out for Dynamics 365 and the Power Platform and on August 3rd we were able to enable these features for early access. I’m writing a series of articles on these new features. Previously I wrote about generic updates and the updates in Dynamics 365 Sales and Dynamics 365 Customer Service and in last week’s article I wrote the first halfRead… Continue Reading Dian...

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Dynamics 365 – 2020 Release Wave 2 | Part 4
Sep01

Dynamics 365 – 2020 Release Wave 2 | Part 4

In July 2020 the release notes for wave 2 came out for Dynamics 365 and the Power Platform and on August 3rd we were able to enable these features for early access. I’m writing a series of articles on these new features. Previously I wrote about the updates in Dynamics 365 Sales and Dynamics 365 Customer Service. In today’s article I’ll discuss Dynamics 365 Field Service features and updates…. Continue Reading...

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Dynamics 365 – 2020 Release Wave 2 | Part 3
Aug25

Dynamics 365 – 2020 Release Wave 2 | Part 3

In July 2020 the release notes for wave 2 came out for Dynamics 365 and the Power Platform and on August 3rd we were able to enable these features for early access. In last week’s article I wrote the first half of enhancements and new features for Dynamics 365 Customer Service. If you haven’t read that article yet, you can do so here. In today’s article I’ll discuss the secondRead… Continue Reading Dian...

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Dynamics 365 – 2020 Release Wave 2 | Part 2
Aug18

Dynamics 365 – 2020 Release Wave 2 | Part 2

In July 2020 the release notes for wave 2 came out for Dynamics 365 and the Power Platform and on August 3rd we were able to enable these features for early access. If you want to see the list of early access features you can access them here. In the next few weeks I am going to write a few articles where I’ll do an overview of the updates andRead More Continue Reading Dian Taylor’s Article on their blog Dynamics 365...

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Dynamics 365 – 2020 Release Wave 2 | Part 1
Aug11

Dynamics 365 – 2020 Release Wave 2 | Part 1

In July 2020 the release notes for wave 2 came out for Dynamics 365 and the Power Platform and on August 3rd we were able to enable these features for early access. If you want to see the list of early access features you can access them here. In the next few weeks I am going to write a few articles where I’ll do an overview of the updates andRead More Continue Reading Dian Taylor’s Article on their blog...

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Set Opportunity probability with Business Rules
Aug04

Set Opportunity probability with Business Rules

As you might have noticed the opportunity entity has an out of the box field related to it that’s called ‘Probability’. This represents the opportunity’s probability of getting closed as a won deal. When you drag the field on the opportunity form there is no automatic calculation or anything for the values of this field. Users will have to manually enter a value in the probability field. In… Continue...

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D365 Field Service Work Order Entitlements – 2
Jul28

D365 Field Service Work Order Entitlements – 2

Last week I wrote part one of Dynamics 365 Field Service work order entitlements where I talked about how you can use entitlements in conjunction with Dynamics 365 Field Service. In this article I explained how to set up a very simple entitlement for a customer. I discussed the options available when configuring these simple entitlements. You can read the article here. In this article I’ll be… Continue Reading Dian...

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D365 Field Service Work Order Entitlements – 1
Jul21

D365 Field Service Work Order Entitlements – 1

Entitlements have been a part of Dynamics 365 for quite some time, but we were only able to configure them for cases. This has changed recently!! We can now use entitlements in conjunction with Field Service Work Orders. Work order entitlements allows organizations to automatically apply discounts to work orders and their related products and services by associating a pre-configured price list… Continue Reading Dian...

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D365 Field Service: Quick book not working
Jul14

D365 Field Service: Quick book not working

This past week I was was asked to demo a specific way of scheduling a work order using Dynamics 365 Field Service. For anyone who is not familiar with quick booking or quick scheduling in field service, this is a way of assigning a resource to a booking directly from withing the context of a work order, without having to pull up the schedule board. I wrote an article aboutRead More Continue Reading Dian Taylor’s Article on their...

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Create case from a tweet with negative sentiment
Jul07

Create case from a tweet with negative sentiment

This past weekend I have been playing around a little more with Power Automate. I was off on Friday for Independence Day, since the 4th of July was on a Saturday most organizations gave their employees the previous Friday off to observe the holiday and what better to do on your day off than playing around with some of the tools of the Power Platform toolbox! I was thinking aboutRead More Continue Reading Dian Taylor’s Article on...

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Custom Process Views in Dynamics 365
Jun30

Custom Process Views in Dynamics 365

For the past 4+years I have been working as a presales engineer which means that I am strictly on the sales side of things, and I am not working on any customer implementations anymore. Before I joined my current employer, I was involved in customer implementations of Dynamics 365 or Dynamics CRM as it was called then and last night I came across of some notebooks from my implementation days.

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D365 Field Service Inspections – Updates
Jun23

D365 Field Service Inspections – Updates

If you weren’t aware, Microsoft released their own version of inspections for field service (for public preview) in April. I wrote an article about it which you can find here. Since inspections came out the team at Microsoft has been busy! More functionality has been added to inspections in the Dynamics 365 Field Service app and I am very excited to discuss some of the new things that were… Continue Reading Dian...

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Track Opportunity Sales Stage History
Jun16

Track Opportunity Sales Stage History

I was building out an environment for a sales demo last week where one of the requirements was that the prospect wanted to only track sales stages for opportunities. They also wanted to be able to track the amount of time an opportunity had been sitting in any particular sales stage. I’ve heard this request before so I had my solution ready, which I will discuss in this article. ThisRead… Continue Reading Dian...

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Dynamics 365 & LinkedIn Sales Navigator: New Features Q1-2020
Jun09

Dynamics 365 & LinkedIn Sales Navigator: New Features Q1-2020

I wrote two other articles about Linkedin Sales Navigator and the Dynamcis 365 integration, which can be found here (1) and here (2). Several new features were added to LinkedIn Sales Navigator between May 18 – June 15, 2020 which promped me to write another article. These changes affect both the team edition and enterprise edition licenses. In this article I am going to focus on the new… Continue Reading Dian Taylor’s...

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