Omnichannel for Customer Service – Entities
Nov24

Omnichannel for Customer Service – Entities

Recently I gave a presentation regarding Omnichannel for Customer Service at 365 Saturday in Paris, afterwards I was asked a question about the files customers might send in webchat conversations. In this scenario a large volume of attachments were expected and these would need to be managed. Therefore they wanted to know where the attachments were stored. In this post I hope to answer that… Continue Reading Neil...

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Omnichannel for Customer Service – Chat Transcripts
Nov18

Omnichannel for Customer Service – Chat Transcripts

Microsoft’s new “Omnichannel for Customer Service” adds powerful webchat capabilities into Dynamics 365. I’ve been experimenting with some of its latest features…. In this post I’ll explain how visitors to your website can access their chat transcripts. I have often had a requirement for the customer to be able to access a copy of a chat transcript at the end of a conversation. Each chat… Continue...

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MB 200: Microsoft Dynamics 365 Customer Engagement Core – OneNote Integration
Nov15

MB 200: Microsoft Dynamics 365 Customer Engagement Core – OneNote Integration

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Dynamics 365 Customer Engagement Core exam. (aka MB-200) In this post I will look at concepts around OneNote integration. You can see below that we have a section of the exam which covers implementing integrations, within that we have a section regarding Office 365 and OneNote. I… Continue Reading Neil Parkhurst’s...

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Omnichannel for Customer Service – Masking Data
Nov06

Omnichannel for Customer Service – Masking Data

I have recently been experimenting with Microsoft’s new Omnichannel for Customer Service. This fantastic tool gives us webchat (and much more) within Dynamics 365. One really useful feature is the ability to “mask” data. In this post I will explain this feature. Imagine your contact centre agents are chatting with customers using Omnichannel for Customer Service, in these regulated times you… Continue Reading...

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D365UG Birmingham – 4th Dec 2019
Nov05

D365UG Birmingham – 4th Dec 2019

I can’t believe we are entering the final few weeks of 2019 …. We’ve had a great year at D365UG Birmingham! We’ve hosted events this year including many fantastic topics, such as Dynamics 365 Marketing, Portals, PowerBI, Omnichannel and also talked loads about new “CRM” features. We plan to close the year by going on a mission to help widen our knowledge of Dynamics 365. So, we have three… Continue...

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MB-200: Microsoft Dynamics 365 Customer Engagement Core – Business Process Flows
Oct30

MB-200: Microsoft Dynamics 365 Customer Engagement Core – Business Process Flows

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Dynamics 365 Customer Engagement Core exam. (aka MB-200) In this post I will look at concepts around business process flows. You can see below that we have a section of the exam which covers managing the user experience. Within this section under the heading “Create and manage… Continue Reading Neil...

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MB-200: Microsoft Dynamics 365 Customer Engagement Core – Business Rules
Oct28

MB-200: Microsoft Dynamics 365 Customer Engagement Core – Business Rules

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Dynamics 365 Customer Engagement Core exam. (aka MB-200) In this post I will look at concepts around business rules. You can see below that we have a section of the exam which covers managing the user experience. Within this section under the heading “Create and manage processes”… Continue Reading Neil...

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Installing The USD Accelerator
Oct27

Installing The USD Accelerator

Recently a few people have asked me questions about how to install The USD Accelerator, so I have produced a video showing a typical install process. The USD Accelerator is my free to download USD configuration aimed at helping people get up and running with Unified Service Desk as quickly as possible. You can find out all about The USD Accelerator here. As you will see in this video by… Continue Reading Neil Parkhurst’s...

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MB-200: Microsoft Dynamics 365 Customer Engagement Core – Email Templates
Oct27

MB-200: Microsoft Dynamics 365 Customer Engagement Core – Email Templates

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Dynamics 365 Customer Engagement Core exam. (aka MB-200) In this post I will look at concepts around email templates. You can see below that we have a section of the exam which covers the user experience. Within this section needing to know how to create email templates is… Continue Reading Neil Parkhurst’s...

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MB 200: Microsoft Dynamics 365 Customer Engagement Core – Currencies
Oct27

MB 200: Microsoft Dynamics 365 Customer Engagement Core – Currencies

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Dynamics 365 Customer Engagement Core exam. (aka MB-200) In this post I will look at concepts around currencies. You can see below that we have a section of the exam which covers solution deployment and testing, within that we have a section regarding system administration. Currencies… Continue Reading Neil...

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MB-200: Microsoft Dynamics 365 Customer Engagement Core – Workflows
Oct27

MB-200: Microsoft Dynamics 365 Customer Engagement Core – Workflows

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Dynamics 365 Customer Engagement Core exam. (aka MB-200) In this post I will look at concepts around workflows. You can see below that we have a section of the exam which covers managing the user experience and within that workflows are mentioned. There are several types of processes… Continue Reading Neil...

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MB 200: Microsoft Dynamics 365 Customer Engagement Core – Excel Templates
Oct24

MB 200: Microsoft Dynamics 365 Customer Engagement Core – Excel Templates

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Dynamics 365 Customer Engagement Core exam. (aka MB-200) In this post I will look at concepts around Excel templates. You can see below that we have a section of the exam which covers managing the user experience. Within this section needing to know how to create Excel templates is… Continue Reading Neil...

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MB 200: Microsoft Dynamics 365 Customer Engagement Core – Word Templates
Oct24

MB 200: Microsoft Dynamics 365 Customer Engagement Core – Word Templates

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Dynamics 365 Customer Engagement Core exam. (aka MB-200) In this post I will look at concepts around Word templates. You can see below that we have a section of the exam which covers managing the user experience. Within this section needing to know how to create word templates is… Continue Reading Neil Parkhurst’s...

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USD and Virtual Agents
Oct12

USD and Virtual Agents

Virtual Agents for customer service are currently a Dynamics 365 preview feature, you can use them to quickly build BOTs using a no code approach. These BOTs can “obviously” then be consumed from your external facing website. But I had an idea to use my BOT internally to help contact center agents deal with customer queries in a smarter manner. This meant I wanted to integrated a Virtual Agent… Continue Reading Neil...

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MB-200: Microsoft Dynamics 365 Customer Engagement Core – Charts
Oct08

MB-200: Microsoft Dynamics 365 Customer Engagement Core – Charts

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Dynamics 365 Customer Engagement Core exam. (aka MB-200) In this post I will look at concepts around charts. In the skills measured statement (shown below) under the heading “manage user experience design”, you will see a reference to charts. Charts can be essential to help us… Continue Reading Neil...

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MB-200: Microsoft Dynamics 365 Customer Engagement Core – Document Management
Oct07

MB-200: Microsoft Dynamics 365 Customer Engagement Core – Document Management

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Dynamics 365 Customer Engagement Core exam. (aka MB-200) In this post I will look at concepts around document management. You can see below that we have a section of the exam which covers integration. Within this section topics such as SharePoint, OneDrive and OneNote are referenced…. Continue Reading Neil...

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MB-200: Microsoft Dynamics 365 Customer Engagement Core – Microsoft Flow
Oct03

MB-200: Microsoft Dynamics 365 Customer Engagement Core – Microsoft Flow

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Dynamics 365 Customer Engagement Core exam. (aka MB-200) In this post I will look at concepts around Microsoft Flow. You can see below that we have a section of the exam which covers integration. Within this section needing to know how to create, execute and share flows is mentioned. <img...

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MB-200: Microsoft Dynamics 365 Customer Engagement Core – Views
Sep27

MB-200: Microsoft Dynamics 365 Customer Engagement Core – Views

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Dynamics 365 Customer Engagement Core exam. (aka MB-200) In this post I will look at concepts around views. In the skills measured statement (shown below) under the heading “manage user experience design”, you will see a reference to views. Note: My intention is for these notes to… Continue Reading Neil...

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MB-200: Microsoft Dynamics 365 Customer Engagement Core – Dashboards
Sep27

MB-200: Microsoft Dynamics 365 Customer Engagement Core – Dashboards

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Dynamics 365 Customer Engagement Core exam. (aka MB-200) In this post I will look at concepts around dashboards. In the skills measured statement (shown below) under the heading “manage user experience design”, you will see a reference to dashboards. In this post I will focus on the… Continue Reading Neil...

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The USD Accelerator – Release V3.0
Sep26

The USD Accelerator – Release V3.0

Overview The USD Accelerator is a pre-built Unified Service Desk configuration aimed at helping speed your USD project. This post will highlight the enhancements and bug fixes released in version 3_0_0_0 of The USD Accelerator. Several of the new features and bug fixes will have been created because of feedback received from people using The USD Accelerator. I’d like to express a big thank… Continue Reading Neil...

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MB 200: Microsoft Dynamics 365 Customer Engagement Core – Hierarchical Relationships
Sep21

MB 200: Microsoft Dynamics 365 Customer Engagement Core – Hierarchical Relationships

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Dynamics 365 Customer Engagement Core exam. (aka MB-200) In this post I will look at concepts around hierarchical relationships. You can see below that we have a section of the exam which covers managing entities and data. Within this section needing to know how to create and modify… Continue Reading Neil...

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MB 200: Microsoft Dynamics 365 Customer Engagement Core – Entity Relationships
Sep19

MB 200: Microsoft Dynamics 365 Customer Engagement Core – Entity Relationships

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Dynamics 365 Customer Engagement Core exam. (aka MB-200) In this post I will look at concepts around entity relationships. You can see below that we have a section of the exam which covers managing entities and data. Within this section needing to know how to create and modify… Continue Reading Neil Parkhurst’s...

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MB-200: Microsoft Dynamics 365 Customer Engagement Core – Rollup Fields
Sep16

MB-200: Microsoft Dynamics 365 Customer Engagement Core – Rollup Fields

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Dynamics 365 Customer Engagement Core exam. (aka MB-200) In this post I will look at concepts around rollup fields. You can see below that we have a section of the exam which covers managing entities and data. Within this section needing to know how to create and modify fields is… Continue Reading Neil Parkhurst’s...

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MB-200: Microsoft Dynamics 365 Customer Engagement Core – Calculated Fields
Sep11

MB-200: Microsoft Dynamics 365 Customer Engagement Core – Calculated Fields

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Dynamics 365 Customer Engagement Core exam. (aka MB-200) In this post I will look at concepts around calculated fields. You can see below that we have a section of the exam which covers managing entities and data. Within this section needing to know how to create and modify fields is… Continue Reading Neil...

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MB-200: Microsoft Dynamics 365 Customer Engagement Core – Fields
Sep10

MB-200: Microsoft Dynamics 365 Customer Engagement Core – Fields

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Dynamics 365 Customer Engagement Core exam. (aka MB-200) In this post I will look at concepts around fields. You can see below that we have a section of the exam which covers managing entities and data. Within this section needing to know how to create and modify fields is… Continue Reading Neil Parkhurst’s...

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MB-200: Microsoft Dynamics 365 Customer Engagement Core – Entities
Sep10

MB-200: Microsoft Dynamics 365 Customer Engagement Core – Entities

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Dynamics 365 Customer Engagement Core exam. (aka MB-200) In this post I will look at concepts around CDS entities. You can see below that we have a section of the exam which covers managing entities and data. Therefore you can expect quite a bit of revision to be required as this… Continue Reading Neil Parkhurst’s...

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D365UG Birmingham – September 2019
Sep09

D365UG Birmingham – September 2019

I can’t believe the summer is almost over and we are busy planning our next Birmingham event! We’ll be hosting a fantastic evening of Dynamics 365 content in Birmingham on 25th Sept. All are welcome. We’ll be at our now regular venue of the Wesleyan Building. The presentations will start at 7pm but we encourage you to arrive early between 6pm and 6:30pm. As you can then join us for some… Continue Reading Neil...

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MB 200: Microsoft Dynamics 365 Customer Engagement Core – Revision Guide
Sep09

MB 200: Microsoft Dynamics 365 Customer Engagement Core – Revision Guide

I have been completing a series of posts to help people prepare for the MB 200 certification (Microsoft Dynamics 365 Customer Engagement Core). Here is a collection of links to all of those posts. I hope these might serve as a useful revision aid for the MB 200 exam. The MB 200 certification is not easy! But it is an important exam, as it is a prerequisite in gaining any of the Functional… Continue Reading Neil Parkhurst’s...

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MB-200: Microsoft Dynamics 365 Customer Engagement Core – Entity Relationship Diagrams
Sep09

MB-200: Microsoft Dynamics 365 Customer Engagement Core – Entity Relationship Diagrams

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Dynamics 365 Customer Engagement Core exam. (aka MB-200) In this post I will look at concepts around entity relationship diagrams. You can see below that the entity relationship diagrams are mentioned in the perform discover, planning and analysis section of the exam. Firstly I’d… Continue Reading Neil...

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MB 200: Microsoft Dynamics 365 Customer Engagement Core – Introduction
Sep09

MB 200: Microsoft Dynamics 365 Customer Engagement Core – Introduction

Earlier this year Microsoft released a new set of Dynamics 365 exams, the new exams are broadly similar to the older ones but include updated content and have a slightly different focus. The old exams used to “simply” test our knowledge of Dynamics 365 these newer exams additionally attempt to test our abilities to be a Dynamics 365 consultant. That means not just regurgitating a set of facts… Continue Reading Neil...

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USD – IsUSD (Alternative Approach)
Aug29

USD – IsUSD (Alternative Approach)

I love it when I’m asked fantastic questions! Recently someone reported a problem whilst using the window.IsUSD command. If you don’t know this is a JavaScript command we can use to see if our code is being run within USD or not. The problem was that the window.IsUSD command seemed to no longer work. Probably because they were now using the new Unified Interface rather than the web client or… Continue Reading Neil...

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MB 210: Microsoft Dynamics 365 for Sales – Power BI (Sales Content Pack)
Aug23

MB 210: Microsoft Dynamics 365 for Sales – Power BI (Sales Content Pack)

As I prepare for my Dynamics 365 certification in sales (MB 210), I’m creating blog posts based on my revision. I hope that collectively these posts may prove useful to anyone also preparing for the MB 210 exam. This time I will cover how to configure the sales content pack for Power BI. You will see that the sales content pack is mentioned in the skills measured statement within the section… Continue Reading Neil...

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MB 210: Microsoft Dynamics 365 for Sales – Record Creation Rule
Aug23

MB 210: Microsoft Dynamics 365 for Sales – Record Creation Rule

As I prepare for my Dynamics 365 certification in sales (MB 210), I’m creating blog posts based on my revision. I hope that collectively these posts may prove useful to anyone also preparing for the MB 210 exam. This time I will cover the concepts around record creation rules. You will see that record creation rules are mentioned in the skills measured statement within the section headed… Continue Reading Neil...

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MB 210: Microsoft Dynamics 365 for Sales – Business Process Flows
Aug11

MB 210: Microsoft Dynamics 365 for Sales – Business Process Flows

As I prepare for my Dynamics 365 certification in sales (MB 210), I’m creating blog posts based on my revision. I hope that collectively these posts may prove useful to anyone also preparing for the MB 210 exam. This time I will cover the concepts around business process flows. You will see that business process flows are mentioned in the skills measured statement within the section headed… Continue Reading Neil...

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MB 210: Microsoft Dynamics 365 for Sales – Sales Security Roles
Aug05

MB 210: Microsoft Dynamics 365 for Sales – Sales Security Roles

As I prepare for my Dynamics 365 certification in sales (MB 210), I’m creating blog posts based on my revision. I hope that collectively these posts may prove useful to anyone also preparing for the MB 210 exam. This time I will cover the concepts around sales security roles. You will see that security roles are mentioned in the skills measured statement within the section headed “Perform… Continue Reading Neil...

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MB 210: Microsoft Dynamics 365 for Sales – Sales Insights (Part Four – Sales Insights)
Aug04

MB 210: Microsoft Dynamics 365 for Sales – Sales Insights (Part Four – Sales Insights)

As I prepare for my Dynamics 365 certification in sales (MB 210), I’m creating blog posts based on my revision. I hope that collectively these posts may prove useful to anyone also preparing for the MB 210 exam. This time I will cover the concepts around sales insights. You will see that sales insights are mentioned in the skills measured statement within the section headed “Perform… Continue Reading Neil...

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USD – Associated Views (Unified Interface)
Jul18

USD – Associated Views (Unified Interface)

I am currently VERY hard at work preparing training material for three courses I’ll be delivering in Australia in August. During my preparation I realised that the logic for displaying associated views in Unified Service Desk was different between the Classic web interface of Dynamics 365 and the newer Unified Interface. In this post I will document how to display an associated view using USD… Continue Reading Neil...

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MB 210: Microsoft Dynamics 365 for Sales – Sales Insights (Part Three – Auto Capture)
Jul17

MB 210: Microsoft Dynamics 365 for Sales – Sales Insights (Part Three – Auto Capture)

As I prepare for my Dynamics 365 certification in sales (MB 210), I’m creating blog posts based on my revision. I hope that collectively these posts may prove useful to anyone also preparing for the MB 210 exam. This time I will cover the concepts around sales insights. You will see that sales insights are mentioned in the skills measured statement within the section headed “Perform… Continue Reading Neil...

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MB 210: Microsoft Dynamics 365 for Sales – Sales Insights (Part Two – Email Engagement)
Jul15

MB 210: Microsoft Dynamics 365 for Sales – Sales Insights (Part Two – Email Engagement)

As I prepare for my Dynamics 365 certification in sales (MB 210), I’m creating blog posts based on my revision. I hope that collectively these posts may prove useful to anyone also preparing for the MB 210 exam. This time I will cover the concepts around sales insights. You will see that sales insights are mentioned in the skills measured statement within the section headed “Perform… Continue Reading Neil...

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MB 210: Microsoft Dynamics 365 for Sales – Sales Insights (Part One – Assistant)
Jul14

MB 210: Microsoft Dynamics 365 for Sales – Sales Insights (Part One – Assistant)

As I prepare for my Dynamics 365 certification in sales (MB 210), I’m creating blog posts based on my revision. I hope that collectively these posts may prove useful to anyone also preparing for the MB 210 exam. This time I will cover the concepts around sales insights. You will see that sales insights are mentioned in the skills measured statement within the section headed “Perform… Continue Reading Neil...

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MB 210: Microsoft Dynamics 365 for Sales – Word Templates
Jul07

MB 210: Microsoft Dynamics 365 for Sales – Word Templates

As I prepare for my Dynamics 365 certification in sales (MB 210), I’m creating blog posts based on my revision. I hope that collectively these posts may prove useful to anyone also preparing for the MB 210 exam. This time I will cover the concepts around Word templates. Below you can see an extract from the skills measured statement for the MB 210 exam. Notice that it says “create a template… Continue Reading Neil...

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MB 210: Microsoft Dynamics 365 for Sales – Competitors
Jul07

MB 210: Microsoft Dynamics 365 for Sales – Competitors

As I prepare for my Dynamics 365 certification in sales (MB 210), I’m creating blog posts based on my revision. I hope that collectively these posts may prove useful to anyone also preparing for the MB 210 exam. This time I will cover the concepts around competitors. Below you can see the skills measured statement that refers to the managing sales entities, within that you can see a reference… Continue Reading Neil...

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MB 210: Microsoft Dynamics 365 for Sales – Invoices
Jul07

MB 210: Microsoft Dynamics 365 for Sales – Invoices

As I prepare for my Dynamics 365 certification in sales (MB 210), I’m creating blog posts based on my revision. I hope that collectively these posts may prove useful to anyone also preparing for the MB 210 exam. This time I will cover the concepts around sales invoices. Below you can see the skills measured statement that refers to the managing sales entities, with invoices being one of the… Continue Reading Neil...

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MB 210: Microsoft Dynamics 365 for Sales – Orders
Jul05

MB 210: Microsoft Dynamics 365 for Sales – Orders

As I prepare for my Dynamics 365 certification in sales (MB 210), I’m creating blog posts based on my revision. I hope that collectively these posts may prove useful to anyone also preparing for the MB 210 exam. This time I will cover the concepts around sales orders. Below you can see the skills measured statement that refers to the managing sales entities, with sales orders being one of the… Continue Reading Neil...

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D365UG Birmingham – July 2019
Jun28

D365UG Birmingham – July 2019

Our next D365UG meeting in Birmingham is planned for July 17th …. Please come and join the fun. We’ll be at our now regular venue of the Wesleyan Building. The presentations will start at 7pm but we encourage you to arrive early between 6pm and 6:30pm. As you can then join us for some fantastic networking time and most importantly our famous free buffet! Networking and amazing free food are… Continue Reading Neil...

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MB 210: Microsoft Dynamics 365 for Sales – Quotes
Jun27

MB 210: Microsoft Dynamics 365 for Sales – Quotes

As I prepare for my Dynamics 365 certification in sales (MB 210), I’m creating blog posts based on my revision. I hope that collectively these posts may prove useful to anyone also preparing for the MB 210 exam. This time I will cover the concepts around quotes. Below you can see the skills measured statement that refers to quotes. You can see that quotes are referenced under “manage sales… Continue Reading Neil...

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USD and Omni-channel Engagement Hub – Australia
Jun26

USD and Omni-channel Engagement Hub – Australia

Are you interested in Microsoft’s Unified Service Desk for Dynamics 365 or the brand-new Omni-channel Engagement Hub? Are you in or able to get to Australia in August? Then this post is for you … I have teamed up with fellow MVP and Australian Dynamics 365 superstar Neil Benson to host three USD master classes at various Microsoft offices across Australia. Including Sydney, Brisbane and… Continue Reading Neil...

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MB 210: Microsoft Dynamics 365 for Sales – Opportunity Management
May28

MB 210: Microsoft Dynamics 365 for Sales – Opportunity Management

As I prepare for my Dynamics 365 certification in sales (MB 210), I’m creating blog posts based on my revision. I hope that collectively these posts may prove useful to anyone also preparing for the MB 210 exam. This time I will cover the concepts around lead management. You can see the skills measured statement that relates to opportunity management below. It is important to note that… Continue Reading Neil Parkhurst’s...

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The Omni-channel Engagement Hub, Video Demo
May23

The Omni-channel Engagement Hub, Video Demo

I recently gave a presentation at 365 Saturday in Amsterdam, in which I showed a detailed demonstration of Microsoft’s new Omni-channel Engagement Hub. Several people have asked me to record the demonstration … so here it is! I hope this video gives you a good overview of The Omni-channel Engagement Hub and inspires you to want to try it …. Like this:Like Loading… May 23, 2019… Continue Reading Neil Parkhurst’s...

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Introducing – The Omni-channel Engagement Hub
May17

Introducing – The Omni-channel Engagement Hub

I am currently sat in a very nice Aspire lounge at Birmingham airport waiting for my KLM flight to Holland. I’m off to Amsterdam to give a presentation for 365 Saturday on the new Omni-Channel Engagement Hub. Being new you may have many questions about this latest feature in Dynamics 365. In this post I will try to address many of the most obvious questions … I’ve been working with a… Continue Reading Neil Parkhurst’s...

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