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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Field Service Dynamics 365 Mobile App
Jun02

Field Service Dynamics 365 Mobile App

On May first this year Microsoft came out with their new Field Service Dynamics 365 mobile app, which is an app that is built on the power platform. The app itself is a model-driven app which is configurable and customizable just like any other Dynamics 365 App. Currently the new mobile app is only available on iOs (Requires iOS 10.0 or later. Compatible with iPhone, iPad, and iPod touch) and

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Tracking Opportunity Approvals
May26

Tracking Opportunity Approvals

Last week I had an interesting requirement for one of my prospects. They wanted to track approvals for opportunity records in Dynamics 365 Sales. You’re probably going to say ‘That’s easy enough, just use Power Automate and create a flow with approvals but it was a tiny bit more complicated than that, which made me think this configuration would make an interesting topic to write about. I… Continue Reading Dian...

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D365 Field Service: Inspections(Preview)
May19

D365 Field Service: Inspections(Preview)

Microsoft has added another preview feature to Dynamics 365 Field Service which is now widely available for public preview. Inspection functionality has been available as an add-on from a third party (I.E Resco Inspections), but not as a core Dynamics 365 Field Service feature. Well, get ready because that is going to change. I am very excited about inspections because I work with a lot of… Continue Reading Dian Taylor’s...

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D365 Field Service: New Schedule Board
May12

D365 Field Service: New Schedule Board

Microsoft has redesigned the schedule board for field service. Partners and customers were able to sign up for a private preview of the new and improved schedule board a few months ago, but now the preview has gone public. Keep in mind that a preview is not yet ready for production, as it will have limited capabilities during this time. Other things to consider: during this preview the only… Continue Reading Dian Taylor’s...

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SLA’s in the Unified Interface
May05

SLA’s in the Unified Interface

Some people might not have noticed that SLA’s (service level agreements) didn’t just move from the legacy interface to the unified interface. There were also a few updates to SLA’s and the way we can configure them in Dynamics 365 Customer Service has slightly changed. Before I get into that,Read the Rest… Continue Reading Dian Taylor’s Article on their blog SLA’s in the Unified Interface Some...

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Sales Accelerator (Preview)
Apr28

Sales Accelerator (Preview)

Today’s article is about Sales Accelerator, which is a preview feature that is starting to roll out this week in the US for Dynamics 365 Sales. This is another feature that will be part of Dynamics 365 Sales Insights. Please keep in mind that preview features are not complete yet,Read the Rest… Continue Reading Dian Taylor’s Article on their blog...

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Custom Auto numbering
Apr21

Custom Auto numbering

I had someone ask me if Dynamics 365 comes with auto numbering, to which the answer is of course yes. We have auto numbering for cases, invoices, orders etc. but we can also configure a field to be an auto-number field. There is not a lot of configuration you canRead the Rest… Continue Reading Dian Taylor’s Article on their blog Custom Auto numbering Someone asked me if Dynamics 365 comes with auto numbering, to which the...

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D365 Assistant for Teams (Preview)
Apr14

D365 Assistant for Teams (Preview)

Most of you have probably heard of the Sales Insights assistant in Dynamics 365 (aka Relationship Assistant) which is part of the free Sales Insights features in Dynamics 365 Sales. The assistant displays action cards through out Dynamics 365 with information about data in Dynamics 365 and Exchange. These actionRead the Rest… Continue Reading Dian Taylor’s Article on their blog D365 Assistant for Teams (Preview) Most of...

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Dynamics 365 & LinkedIn Sales Navigator | Part 2
Apr07

Dynamics 365 & LinkedIn Sales Navigator | Part 2

Most of you probably have heard of the integration between Dynamics 365 Sales and LinkedIn Sales Navigator, but don’t exactly know how everything works. Last week I wrote about the technical side of things, how to set some of this stuff up, how to enable some of the features, synchronization, etc. (If you haven’t read that article yet, you can do that here.)In this article I am going to focus… Continue Reading Dian...

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Dynamics 365 & LinkedIn Sales Navigator | Part 1
Mar31

Dynamics 365 & LinkedIn Sales Navigator | Part 1

Most of you probably have heard of the integration between Dynamics 365 Sales and LinkedIn Sales Navigator, but don’t exactly know the details on how everything works, which is why I decided to write 2 articles on the topic. Keep in mind I am not going to cover all the features in Sales Navigator, I am only going to cover what’s available through this integration.ConfigurationThere are two… Continue Reading Dian...

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Premium Forecasting
Mar24

Premium Forecasting

I have written an article about forecasting before which you can read here. Some things have changed since then and there has been some added functionality. So I figured I would write another article discussing some of the enhancements that are now available in Premium Forecasting. Keep in mind that in order to take advantage of these features you need to have a Sales Insights license. The… Continue Reading Dian Taylor’s...

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Dynamics 365 – 2020 Release Wave 1 | Updates
Mar17

Dynamics 365 – 2020 Release Wave 1 | Updates

I wrote a total of three articles on the 2020 Release wave 1, which can be found on my blog. There were a few things that didn’t work in my environment at the time I wrote the previous articles, which meant that I couldn’t really report on them. Some of these items have been fixed after working with Microsoft support so I wanted to write another article regarding those items. The items that I… Continue Reading Dian...

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Reassign leads on zip codes
Mar10

Reassign leads on zip codes

Last week I received a very interesting requirement during one of my discovery calls, which I’m sure many of you have heard before or maybe even wanted to implement yourself! The sales manager wanted to assign leads based on the zip code of the lead. They explained to me that each zip code would be assigned to one rep and that sales reps have multiple zip codes assigned to them. Each time a… Continue Reading Dian...

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Power Virtual Agent Introduction
Mar03

Power Virtual Agent Introduction

In this post I am going to do a high level overview of Microsoft’s Power Virtual Agent application. As you probably already know, Power Virtual Agent is Microsoft’s version of a no-code to low-code chat bot. This great thing about this application is that it makes is really easy for anyone to create a chat bot without having to work with a developer. Lets take a look at the components of … Continue Reading Dian...

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Dynamics 365 – 2020 Release Wave 1 | Part 3
Feb25

Dynamics 365 – 2020 Release Wave 1 | Part 3

In my final article on the 2020 release wave 1 I’ll be discussing the new features for D365 Field Service and Sales Insights. You are probably aware that on January 27 of 2020 the release notes came out for the 2020 release wave 1 for Dynamics 365 and the Power Platform and on February 3rd 2020 we were able to enable these features for early access. If you haven’t read the first part one of my… Continue Reading Dian...

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Dynamics 365 – 2020 Release Wave 1 | Part 2
Feb18

Dynamics 365 – 2020 Release Wave 1 | Part 2

On January 27 of 2020 the release notes came out for Dynamics 365 and the Power Platform and on February 3rd 2020 we were able to enable these features for early access. If you haven’t read the first part one of this article where I’m discussing the Dynamics 365 Sales updates, you can do so here. In today’s article I am going to discuss the Dynamics 365 Customer Service updates. Please note… Continue Reading...

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Dynamics 365 – 2020 Release Wave 1 | Part 1
Feb11

Dynamics 365 – 2020 Release Wave 1 | Part 1

On January 27 of 2020 the release notes came out for Dynamics 365 and the Power Platform and on February 3rd 2020 we were able to enable these features for early access. In the next few weeks am going to write a few articles where I’ll do an overview on the updates and new features included in this release wave. In today’s article I am going to discuss the updates for Dynamics 365 Sales…. Continue Reading Dian...

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Custom Help Panes and Guided Tasks for Unified Interface Apps
Feb04

Custom Help Panes and Guided Tasks for Unified Interface Apps

Do any of you remember learning path that is available in the legacy interface in Dynamics 365? I didn’t really get to work with it, as I found it was a little clunky. For those who don’t know what this is, let me try to explain how it worked; when a user clicked on the help button in the user interface inside of Dynamics 365, a help pane opened up next to the screen the user was working in,… Continue Reading Dian...

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D365 Sales Insights: Notes Analysis
Jan28

D365 Sales Insights: Notes Analysis

Last week I was working on a demo and adding some sample data into Dynamics 365. To be exact, I wanted to show the ability of using posts in the timeline and users tagging other users with a question or a comment. I tagged one of the fake accounts I have in there (Theresa Testing) and asked if she could help me with an opportunity. After a second I noticed that the text in the posts turned… Continue Reading Dian Taylor’s...

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D365 CE: Adding icons to views
Jan21

D365 CE: Adding icons to views

Last week I was asked if it was possible to show an icon in a view of records: they wanted me to show a male or female icon in the gender column of contacts for the prospect demo. Yes we can do this, but we do need to use a little java script for this. Keep in mind I am not a developer, so make sure you check with your developers to make sure the java script example I’m using here is ok to use… Continue Reading Dian...

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Dynamics 365 Sales: Generate PDF from Word Templates
Jan14

Dynamics 365 Sales: Generate PDF from Word Templates

This week I was getting ready for a presentation for the Dynamics 365 user group, and while I was making sure everything in my instance was working correctly for the demo, I noticed that some new functionality had been added to the system. Before this update we were only able to generate PDFs from the quote entity, but to my surprise I noticed we can now enable this functionality for these… Continue Reading Dian Taylor’s...

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Configure Field Service mobile colored views
Jan07

Configure Field Service mobile colored views

Before I start working on configurations for a customer demonstration I usually do some discovery with the prospect so understand what is important to them and what are the pain points they want resolved. One of the things that comes up quite regularly is the ability for field technicians to be able to identify high priority work orders quicker. In this article I’m going to discuss how we can… Continue Reading Dian...

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Configure warranty tracking for customer assets using calculated fields
Dec31

Configure warranty tracking for customer assets using calculated fields

One question I received a lot from my customers is about warranty options for customer assets. We can configure products to automatically create a customer asset at the service account once a work order product is consumed, but currently there is no option to track if that asset is under warranty or not. Armed with these requirements and the configuration options in Dynamics 365 I decided to… Continue Reading Dian Taylor’s...

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Dynamics 365 Views: Reflow Behavior & Card Forms
Dec24

Dynamics 365 Views: Reflow Behavior & Card Forms

Most of you are probably pretty familiar with entity views, which show a list of entity records on a page. In the past system administrators there weren’t a lot of configuration options for these views. Yes admins were able to add columns, configure sort options, filter data, etc. but there was no control on how this information would be presented to the end user. In the Unified Interface we… Continue Reading Dian...

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D365 Sales: Forecast Configurations Preview
Dec17

D365 Sales: Forecast Configurations Preview

I logged into my Dynamics 365 Sales instance today and when I navigated to ‘Forecasts’ I noticed my previously configured forecasts were gone and there was a message showing in yellow stating ‘Warning: Forecast definitions have been removed an replace by Forecast configurations’. I’m not sure if you have been able to play around with forecasting yet in Dynamics 365 Sales, but if you haven’t,…...

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Dynamics 365: Reference Panel
Dec10

Dynamics 365: Reference Panel

I had a conversation with one of my colleagues last week after I completed one of my customized Dynamics 365 demonstrations for a prospect. During the demo I showed the account form and something that is called “Reference Panel”. My coworker wasn’t aware of this functionality and called me after the demo to ask me about it. I figured this would be a great topic for my next article!The… Continue Reading Dian...

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SCOTtish summit 2021

On February the 27th Scottish Summit 2021 will come to you as a virtual event. With over 250 sessions from all Microsoft technologies. You need to register for your FREE ticket and download the Scottish Summit App to see all the great sessions.