Customizing the booking calendar in the Field Service mobile app
Nov23

Customizing the booking calendar in the Field Service mobile app

I wrote several articles about the new features for Dynamics 365 that were part of 2021 release wave 2, but in some instances wasn’t able to go into details because some of the functionality wasn’t available yet at the time I wrote those articles. In today I am going to discuss a specific feature for Dynamics 365 Field Service. Previously we weren’t able to add any custom fields to theRead… Continue Reading...

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Simplified Dataverse search configuration
Nov09

Simplified Dataverse search configuration

I am not sure if you heard yet that Relevance Search has been renamed to Dataverse Search? I actually realized it the other day when I tried to turn off Relevance Search for one of my Dynamics 365 environments, when I couldn’t locate the option to turn off Relevance Search. This option had been replaced by the option to turn off Dataverse Search instead and this is when it hitRead More Continue Reading Dian Taylor’s...

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New Power Apps Designer & Collapsible Groups
Nov02

New Power Apps Designer & Collapsible Groups

Microsoft just keeps rolling out new features as part of 2021 Release Wave 2 and this is another one that I am very excited about. With this release Microsoft created a new Power Apps designer that will make it even easier for app makers to configure existing apps and create new apps from scratch! Now keep in mind, this is not a form designer, we will still design our formsRead More Continue Reading Dian Taylor’s Article on...

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Microsoft Teams embedded chat
Oct26

Microsoft Teams embedded chat

Finally it’s here: Microsoft Teams embedded chat in Dynamics 365. I have waited a long time for this functionality to become available as I am sure many of you have as well! Today this feature is in preview as part of 2021 release wave 2. This might not be available in your environment when this article comes out, but that just means you will have to wait just a littleRead More Continue Reading Dian Taylor’s Article on...

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Field Service Mobile App for Windows
Oct12

Field Service Mobile App for Windows

I am super excited to write about this preview feature for Dynamics 365 Field Service! I knew this was in the works, but I was waiting anxiously for this item to go to public preview so we can start using it and see what it’s all about! You already know what I’m talking about if you read the title of this article: the field service mobile app for windows isRead More Continue Reading Dian Taylor’s Article on their...

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Using Power Automate conditions with Power Virtual Agents
Oct05

Using Power Automate conditions with Power Virtual Agents

In this article I am going to discuss a scenario where I need to pass data from Power Automate to Power Virtual Agents, but the data I’m passing will depend on the outcome of a condition. If you’re not familiar with conditions, conditions are statements that you can use in Power Automate. (Similar to check conditions in workflows). The condition will either be true or false, and therefore… Continue Reading Dian...

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Preview: In-App notifications for Model Driven Apps
Sep21

Preview: In-App notifications for Model Driven Apps

For this week’s article I am going to discuss a feature that has been in public preview since July 22nd of this year. You are probably wondering what these in-apps notifications for Model Driven Apps are, since we already have the ability to create push notifications using Power Automate. Well, the difference here is that push notifications are only sent to mobile devices, and therefor they… Continue Reading Dian...

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2021 Release Wave 2 | Part 4: D365 Sales
Sep07

2021 Release Wave 2 | Part 4: D365 Sales

It’s September and that means that we have the ability to install the early release features of 2021 Release Wave 2 in a sandbox environment for testing! For the folks who are not familiar with Microsoft’s release cadence, Microsoft Power Platform and Customer Engagement apps (Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, Dynamics 365 Marketing, Dynamics… Continue Reading Dian Taylor’s...

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2021 Release Wave 2 | Part 3: Field Service
Aug31

2021 Release Wave 2 | Part 3: Field Service

It’s August and that means that now have the ability to install the early release features of 2021 Release Wave 2 in a sandbox environment for testing! For the folks who are not familiar with Microsoft’s release cadence, Microsoft Power Platform and Customer Engagement apps (Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, Dynamics 365 Marketing, Dynamics 365… Continue Reading Dian Taylor’s...

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2021 Release Wave 2 | Part 2: Customer Service
Aug24

2021 Release Wave 2 | Part 2: Customer Service

We have arrived in August and that means that now have the ability to install the early release features of 2021 Release Wave 2 in a sandbox environment for testing! For the folks who are not familiar with Microsoft’s release cadence, Microsoft Power Platform and Customer Engagement apps (Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, Dynamics 365 Marketing,… Continue Reading Dian Taylor’s...

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2021 Release Wave 2 | Part 1: Generic Updates
Aug17

2021 Release Wave 2 | Part 1: Generic Updates

It’s August can that means the Microsoft Holidays are here because we now have the ability to install the early release features of 2021 Release Wave 2 in a sandbox environment for testing! I call this time of year ‘the Microsoft Holidays’ because I always feel like a little kid that gets to unwrap her presents during the holidays! For the folks who are not familiar with Microsoft’s release… Continue...

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Deal Manager Workspace(preview)
Aug03

Deal Manager Workspace(preview)

I was lucky to have access to the deal manager workspace private preview a couple of months ago, but since July 2021 this feature, which is part of 2021 Release Wave 1, is in public preview and started to roll out across all the regions! (If you want to see if this is enabled for your region you can check that here, you’re looking for build 9.0.21072, which is comingRead More Continue Reading Dian Taylor’s Article on their...

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Check order status with Power Virtual Agent & Flow
Jul27

Check order status with Power Virtual Agent & Flow

I get a lot of requests where my prospects want Power Virtual Agent to be able to answer questions about order statuses. The scenario here is that someone ordered something from your website, or maybe even in person and now they are looking to see what the status of the order is, how the order was shipped and maybe they even want to get a tracking number. I am notRead More Continue Reading Dian Taylor’s Article on their blog...

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Configuration: Form Component Control
Jul13

Configuration: Form Component Control

I am sure you most of you are familiar with the quick view form in Dynamics 365, which is a great way to show data from a related table on a form. We can use this form where the related table has a 1:N relationship with the table where we are embedding the form in. What this really means is that we can use quick view forms to show dataRead More Continue Reading Dian Taylor’s Article on their blog...

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Configuration: Advanced Lookups
Jul06

Configuration: Advanced Lookups

Last week I came across a new way to configure lookup fields in Dynamics 365 called ‘Advanced Lookup’. This is actually something that needs to be enabled first, but once it is enabled this functionality will be available for most lookup fields in Dynamics 365. Advanced lookups allows users to get more information on the records they can choose from to populate in the lookup field. For example… Continue Reading Dian...

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D365 Sales Accelerator: Adaptive Sequences
Jun29

D365 Sales Accelerator: Adaptive Sequences

In the month of June another feature was added to the Sales Accelerator in Dynamics 365. For those of you who are not aware the Sales Accelerator is a tool that you get when you purchase the Sales Insights add-on license for Dynamics 365 Sales. I wrote a few articles on the Sales Accelerator that you might want to review before reading the rest of this article, in April ofRead More Continue Reading Dian Taylor’s Article on their...

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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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