MB-230: Microsoft Dynamics 365 Customer Service – Automate Cases (Part Two)
May05

MB-230: Microsoft Dynamics 365 Customer Service – Automate Cases (Part Two)

I am currently revising for the MB-230 exam. This exam is for Microsoft Dynamics 365 and covers all aspects of customer service. As I revise I plan to publish blog posts that collectively will become a complete revision guide for anyone embarking on the same journey as me. In this post I will begin to discuss the options available to use for case automation. Part of the skills measured… Continue Reading Neil Parkhurst’s...

Read More
MB-230: Microsoft Dynamics 365 Customer Service – Automate Cases (Part One)
May01

MB-230: Microsoft Dynamics 365 Customer Service – Automate Cases (Part One)

I am currently revising for the MB-230 exam. This exam is for Microsoft Dynamics 365 and covers all aspects of customer service. As I revise I plan to publish blog posts that collectively will become a complete revision guide for anyone embarking on the same journey as me. In this post I will begin to discuss the options available to use for case automation. Part of the skills measured… Continue Reading Neil Parkhurst’s...

Read More
Dynamics 365 Birmingham – Amazing Free May 2021 Event
Apr27

Dynamics 365 Birmingham – Amazing Free May 2021 Event

We have our next “Birmingham” Dynamics 365 event planned for Wednesday 19th May at 5:30pm. This is a free virtual event so open to everyone. Everyone can register on meetup here for free. Our next exciting Dynamics 365 Birmingham User Group meeting will be taking place on Wednesday 19th May 2021 at 5:30pm, and we would love to have you along! We hope to see our local friends. But being a… Continue Reading Neil...

Read More
Customer Service Workspace – App profile manager, session templates and more!
Apr22

Customer Service Workspace – App profile manager, session templates and more!

Customer Service Workspace for Microsoft’s Dynamics 365 gives us the ability to open sessions and tabs in customer service scenarios. This can be very useful when an agent is juggling resolving multiple cases simultaneously. When they open a case it will be common to open the customer record, in this post I will show how we can always open the customer record and therefore save a few clicks…. Continue Reading Neil...

Read More
MB-230: Microsoft Dynamics 365 Customer Service – Case Management (Part Two)
Apr22

MB-230: Microsoft Dynamics 365 Customer Service – Case Management (Part Two)

I am currently revising for the MB-230 exam. This exam is for Microsoft Dynamics 365 and covers all aspects of customer service. As I revise I plan to publish blog posts that collectively will become a complete revision guide for anyone embarking on the same journey as me. In this post I will continue to describe the important topic of case management. Part of the skills measured statement… Continue Reading Neil...

Read More
Omnichannel for Customer Service – Simplify Navigation
Apr15

Omnichannel for Customer Service – Simplify Navigation

I recently read about the ability to simplify the user navigation in Microsoft’s Dynamics 365 Omnichannel for Customer Service and Customer Workspace apps. I’m all for something that might reduce my mouse clicks! In this post I will explain how I configured this option and give my initial thoughts. Normally in the multi-session interfaces we have in Omnichannel for Customer Service or Customer… Continue Reading Neil...

Read More
MB-230: Microsoft Dynamics 365 Customer Service – Revision Guide
Apr15

MB-230: Microsoft Dynamics 365 Customer Service – Revision Guide

I have been completing a series of posts to help people prepare for the MB 230 certification (Microsoft Dynamics 365 for Customer Service). Here is a collection of links to all of those posts. I hope these might serve as a useful revision aid for the MB 230 exam. The MB 230 certification is not easy! I guess because customer service is a big topic covering many aspects of your “CRM” system…. Continue Reading Neil...

Read More
MB-230: Microsoft Dynamics 365 Customer Service – Case Management (Part One)
Apr15

MB-230: Microsoft Dynamics 365 Customer Service – Case Management (Part One)

I am currently revising for the MB-230 exam. This exam is for Microsoft Dynamics 365 and covers all aspects of customer service. As I revise I plan to publish blog posts that collectively will become a complete revision guide for anyone embarking on the same journey as me. In this post I will begin to describe the important topic of case management. Part of the skills measured statement… Continue Reading Neil Parkhurst’s...

Read More
MB-230: Microsoft Dynamics 365 Customer Service – Customer Service Overview
Apr08

MB-230: Microsoft Dynamics 365 Customer Service – Customer Service Overview

I am currently revising for the MB-230 exam. This exam is for Microsoft Dynamics 365 and covers all aspects of customer service. As I revise I plan to publish blog posts that collectively will become a complete revision guide for anyone embarking on the same journey as me. In this post I will give an overview of some of the basic concepts we can expect to find in customer service scenarios. In… Continue Reading Neil...

Read More
MB-230: Microsoft Dynamics 365 Customer Service – Introduction
Apr07

MB-230: Microsoft Dynamics 365 Customer Service – Introduction

I am about to commence my revision for the MB-230 exam. This exam is for Microsoft Dynamics 365 and covers all aspects of customer service. As I revise I plan to publish blog posts that collectively will become a complete revision guide for anyone embarking on the same journey as me. Who should study to MB-230 Anyone who wishes to gain the “Dynamics 365 Customer Service Functional Consultant… Continue Reading Neil...

Read More
Dynamics 365 Birmingham – Awesome Free March 2021 Event
Feb27

Dynamics 365 Birmingham – Awesome Free March 2021 Event

With COVID rules looking likely to be relaxed soon maybe just maybe we can start to dream of meeting face to face again soon. But until then we have another awesome free virtual event. You can register now on meetup using this link …. D365UG Birmingham – Wednesday 17th March 2021 5:30pm | Meetup This time we have two MVPs presenting. Danial and Benedikt. Meaning our next exciting… Continue Reading Neil Parkhurst’s...

Read More
Omnichannel for Customer Service – Insights Dashboards
Jan08

Omnichannel for Customer Service – Insights Dashboards

Within Omnichannel for Customer Service we can enable Power BI based dashboards to give insights into your customer communications across all your messaging channels. In this post I will review how to enable these dashboards and what information your supervisors will then be able to view. We actually have two types of supervisor dashboards. The first are the intraday statistics. These are… Continue Reading Neil Parkhurst’s...

Read More
Power Platform Birmingham – Amazing Free January Event
Jan07

Power Platform Birmingham – Amazing Free January Event

Our next exciting Dynamics 365 Birmingham User Group meeting will be taking place on Wednesday 20th Jan 2021 at 5:30pm, and we would love to see you! We hope to see our local friends. But being virtual EVERYONE will be very welcome!! NOTE: We plan to repeat the successful format used at our previous events! Meaning we’ll keep our presentations short and sweet. Plus we’ll kick off just after… Continue Reading Neil...

Read More
Omnichannel for Customer Service – Outbound Messages (SMS)
Dec17

Omnichannel for Customer Service – Outbound Messages (SMS)

We now have the capability in Microsoft’s Omnichannel for Customer service to commence outbound conversations with our customers using SMS, WhatsApp and Twitter. In this post I will give an example of how we’d configure an outbound SMS. (In later posts I plan to cover WhatsApp and Twitter.) You can read all about the outbound capabilities in Microsoft’s documentation here. The overall concept… Continue Reading...

Read More
Omnichannel for Customer Service – WhatsApp
Dec14

Omnichannel for Customer Service – WhatsApp

Microsoft’s Omnichannel for Customer Service supports the WhatsApp channel, in this post I will explain how I configured this to work in my environment. WhatsApp is obviously a widely adopted social channel with many customers favouring engaging with businesses using WhatsApp. The WhatsApp feature of Omnichannel for Customer service supports WhatsApp integration via Twilio. You might need to… Continue Reading Neil...

Read More
MB 600: Microsoft Dynamics 365 + Power Platform Solution Architect – Support Go-Live
Dec10

MB 600: Microsoft Dynamics 365 + Power Platform Solution Architect – Support Go-Live

I am currently preparing to take the Microsoft Dynamics 365 + Power Platform Solution Architect certification. Or “MB 600” for short! As I prepare I plan to write revision notes in this post I will cover Support Go-Live. Note: Microsoft have recently updated some of their terminology. Therefore we should consider the terms like CDS and Dataverse as interchangeable. For the exam I would expect… Continue Reading Neil...

Read More
MB 600: Microsoft Dynamics 365 + Power Platform Solution Architect – Validate the solution design
Dec06

MB 600: Microsoft Dynamics 365 + Power Platform Solution Architect – Validate the solution design

I am currently preparing to take the Microsoft Dynamics 365 + Power Platform Solution Architect certification. Or “MB 600” for short! As I prepare I plan to write revision notes in this post I will cover everything that might fall under the heading “validate the solution design”. Note: Microsoft have recently updated some of their terminology. Therefore we should consider the terms like CDS… Continue...

Read More
MB 600: Microsoft Dynamics 365 + Power Platform Solution Architect – Design integrations
Dec04

MB 600: Microsoft Dynamics 365 + Power Platform Solution Architect – Design integrations

I am currently preparing to take the Microsoft Dynamics 365 + Power Platform Solution Architect certification. Or “MB 600” for short! As I prepare I plan to write revision notes in this post I will cover my revision connected with designing integrations. Note: Microsoft have recently updated some of their terminology. Therefore we should consider the terms like CDS and Dataverse as… Continue Reading Neil...

Read More
MB 600: Microsoft Dynamics 365 + Power Platform Solution Architect – Design data and security model (Part Two)
Dec02

MB 600: Microsoft Dynamics 365 + Power Platform Solution Architect – Design data and security model (Part Two)

I am currently preparing to take the Microsoft Dynamics 365 + Power Platform Solution Architect certification. Or “MB 600” for short! As I prepare I plan to write revision notes in this post I will cover topics around designing the data and security models. Data is a big topic! I therefore plan to split this information into two post. In this second post I will dive deeper into complex… Continue Reading Neil...

Read More
MB 600: Microsoft Dynamics 365 + Power Platform Solution Architect – Design data and security model (Part One)
Dec01

MB 600: Microsoft Dynamics 365 + Power Platform Solution Architect – Design data and security model (Part One)

I am currently preparing to take the Microsoft Dynamics 365 + Power Platform Solution Architect certification. Or “MB 600” for short! As I prepare I plan to write revision notes in this post I will cover topics around designing the data and security models. Data is a big topic! I therefore plan to split this information into two post. In this first post I will cover an overview of security and… Continue Reading Neil...

Read More
MB 600: Microsoft Dynamics 365 + Power Platform Solution Architect – Lead design process (Part Three)
Nov13

MB 600: Microsoft Dynamics 365 + Power Platform Solution Architect – Lead design process (Part Three)

I am currently preparing to take the Microsoft Dynamics 365 + Power Platform Solution Architect certification. Or “MB 600” for short! As I prepare I plan to write revision notes in this post I will cover leading the design process. A Dynamics 365 / Power Platform Solution architect needs to lead successful implementations, meaning the architect is a key member of the project team. They must… Continue Reading Neil...

Read More
MB 600: Microsoft Dynamics 365 + Power Platform Solution Architect – Lead design process (Part Two)
Nov11

MB 600: Microsoft Dynamics 365 + Power Platform Solution Architect – Lead design process (Part Two)

I am currently preparing to take the Microsoft Dynamics 365 + Power Platform Solution Architect certification. Or “MB 600” for short! As I prepare I plan to write revision notes in this post I will cover leading the design process. A Dynamics 365 / Power Platform Solution architect needs to lead successful implementations, meaning the architect is a key member of the project team. They must… Continue Reading Neil...

Read More
MB 600 – D365UG Study Group
Nov10

MB 600 – D365UG Study Group

If like me you are preparing for the Dynamics 365 & Power Platform Solution Architect exam ….. you might want to join this MB 600 study group that is being hosted by D365UG. Almost nobody “enjoys” preparing for exams! But learning is critical to our working life so anything that might help you prepare for your MB 600 exam might be a bonus. You can join our panel as they cover a fresh topic… Continue Reading Neil...

Read More
MB 600: Microsoft Dynamics 365 + Power Platform Solution Architect – Lead design process (Part One)
Nov09

MB 600: Microsoft Dynamics 365 + Power Platform Solution Architect – Lead design process (Part One)

I am currently preparing to take the Microsoft Dynamics 365 + Power Platform Solution Architect certification. Or “MB 600” for short! As I prepare I plan to write revision notes in this post I will cover leading the design process. A Dynamics 365 / Power Platform Solution architect needs to lead successful implementations, meaning the architect is a key member of the project team. They must… Continue Reading Neil...

Read More
Omnichannel for Customer Service – Twilio for SMS
Nov06

Omnichannel for Customer Service – Twilio for SMS

Microsoft’s Omnichannel for Customer Service supports two providers for sending SMS, Telesign and Twilio. I have already described the process for Telesign in another post. In this post we will look at how to configure SMS using Twilio. You can view my post on general SMS setup and the Telesign process here. Note: If you wish to use the WhatsApp channel then a Twilio account will also be… Continue Reading Neil...

Read More
Migrate SLAs to Unified Interface
Nov06

Migrate SLAs to Unified Interface

Microsoft have published a tool to help us migrate service level agreements (SLAs) created in the old web client to the newer style SLAs we find in the Unified Interface. In this blog post I will explain what is involved. If you aren’t aware of the update to Service Level Agreements you can read this post, in which I describe how we create the new style SLAs. The two types are very similar but… Continue Reading Neil...

Read More
D365UG “Birmingham” – Dec 9th Event
Nov05

D365UG “Birmingham” – Dec 9th Event

Our next D365UG event will be on December 9th at 5:30pm. This will be our last event of 2020, so register now for possibly your last Dynamics 365 fix this year. Last time we tried a slightly shorter format, that seemed to go down well. So this time we plan to repeat the same format. With just two presentations. One main one and a short taster presentation. Also we’ll kick off at 5:30pm. So… Continue Reading Neil...

Read More
Omnichannel for Customer Service – Sound Notifications
Nov05

Omnichannel for Customer Service – Sound Notifications

A new feature has recently been added to Microsoft’s Omnichannel for Customer Service that can be used to trigger sound notifications when messages arrive. This sounds like a really simple feature and on one level it is. But organisations may require many customization options. Some examples; In some companies the administrator may need to disable all sound notifications. Maybe all the agents… Continue Reading Neil...

Read More
MB 600: Microsoft Dynamics 365 + Power Platform Solution Architect – Perform fit/gap analysis
Nov03

MB 600: Microsoft Dynamics 365 + Power Platform Solution Architect – Perform fit/gap analysis

I am currently preparing to take the Microsoft Dynamics 365 + Power Platform Solution Architect certification. Or “MB 600” for short! As I prepare I plan to write revision notes in this post I will cover Perform fit/gap analysis. Fit gap analysis is a process for identifying and documenting gaps between the customer’s requirements and built-in capabilities. A Power Platform Solution Architect… Continue Reading...

Read More
MB 600: Microsoft Dynamics 365 + Power Platform Solution Architect – Capture requirements
Nov01

MB 600: Microsoft Dynamics 365 + Power Platform Solution Architect – Capture requirements

I am currently preparing to take the Microsoft Dynamics 365 + Power Platform Solution Architect certification. Or “MB 600” for short! As I prepare I plan to write revision notes in this post I will cover topics related to capturing requirements. A Power Platform Solution Architect must appreciate how solutions tackle the broader business and technical requirements of organizations. The most… Continue Reading Neil...

Read More
Omnichannel for Customer Service – Grab / Pick Chats
Oct24

Omnichannel for Customer Service – Grab / Pick Chats

With Microsoft’s Omnichannel for Customer Service it will be common to use a push method to route your chats to the “best” agent . An alternative method of working is to show all agents all chats and someone “grab” (or cherry pick) their next chat. In this post I will look at how we configure this “pick” method for web chats. Spoiler alert … I admit I prefer the more typical push...

Read More
MB 600: Microsoft Dynamics 365 + Power Platform Solution Architect – Identify existing solutions and systems
Oct23

MB 600: Microsoft Dynamics 365 + Power Platform Solution Architect – Identify existing solutions and systems

I am currently preparing to take the Microsoft Dynamics 365 + Power Platform Solution Architect certification. Or “MB 600” for short! As I prepare I plan to write revision notes in this post I will cover “Identify existing solutions and systems”. The skills measured statement includes the following details. I will attempt to cover each of these statements in turn. Evaluate organization… Continue Reading...

Read More
MB 600: Microsoft Dynamics 365 + Power Platform Solution Architect – Identify organization information and metrics
Oct21

MB 600: Microsoft Dynamics 365 + Power Platform Solution Architect – Identify organization information and metrics

I am currently preparing to take the Microsoft Dynamics 365 + Power Platform Solution Architect certification. Or “MB 600” for short! As I prepare I plan to write revision notes in this post I will cover topics connected with the heading “Identify organization information and metrics”. The skills measured statement for MB 600 mentions the organisation’s business processes and risk factors…. Continue...

Read More
D365UG “Birmingham” – Oct 28th Event Update
Oct21

D365UG “Birmingham” – Oct 28th Event Update

Our next D365UG will be on 28th October at 5pm. As is the norm these days it will be a virtual event meaning all Dynamics 365 fans can join. This time we are experimenting with our format …. continue reading to find out more. I have already mentioned that we plan to make the presentations shorter. As “just maybe” some people are getting a little weary attending long webinars! And how we’ll… Continue Reading...

Read More
MB 600: Microsoft Dynamics 365 + Power Platform Solution Architect – Project Life Cycle
Oct20

MB 600: Microsoft Dynamics 365 + Power Platform Solution Architect – Project Life Cycle

I am currently preparing to take the Microsoft Dynamics 365 + Power Platform Solution Architect certification. Or “MB 600” for short! As I prepare I plan to write revision notes in this post I will cover topics connected with the concept of a project life cycle. I don’t think the skills measured statement for the MB 600 explicitly mentions the concept of a project life cycle. But it does… Continue Reading Neil...

Read More
Omnichannel for Customer Service – reconnect with customers
Oct20

Omnichannel for Customer Service – reconnect with customers

Microsoft’s Omnichannel for Customer Service allows agents to chat with customers. Web chat is great but what if the customer is experiencing problems with their browser or laptop. After they restart the browser or laptop they’d need to start a new conversation with a new agent, right? Maybe not! As in this post I will explain how a customer can continue these chats with the same… Continue Reading Neil...

Read More
MB 600: Microsoft Dynamics 365 + Power Platform Solution Architect – Initiate solution planning
Oct19

MB 600: Microsoft Dynamics 365 + Power Platform Solution Architect – Initiate solution planning

I am currently preparing to take the Microsoft Dynamics 365 + Power Platform Solution Architect certification. Or “MB 600” for short! As I prepare I plan to write revision notes in this post I will cover everything connected with “Initiate solution planning”. Evaluate business requirements A key first step in evaluating business requirements will be “getting to know your customer”. You should…...

Read More
MB 600: Microsoft Dynamics 365 + Power Platform Solution Architect – Solution Architect’s Role
Oct18

MB 600: Microsoft Dynamics 365 + Power Platform Solution Architect – Solution Architect’s Role

I am currently preparing to take the Microsoft Dynamics 365 + Power Platform Solution Architect certification. Or “MB 600” for short! As I prepare I plan to write revision notes in this post I will discuss the Solution Architect’s role. Solution Architect’s Role Before we dive into solution planning it might be useful to consider the overall role of a solutions architect and what qualities… Continue...

Read More
MB 600: Microsoft Dynamics 365 + Power Platform Solution Architect – Revision Guide
Oct17

MB 600: Microsoft Dynamics 365 + Power Platform Solution Architect – Revision Guide

I am currently preparing to take the Microsoft Dynamics 365 + Power Platform Solution Architect certification. Or “MB 600” for short! As I prepare I plan to write revision notes that I will publish. In this post you will find a collection of links to those posts. I do try and group my revision guides into posts that directly relate back to the skills measured statements. And I have tried to… Continue Reading Neil...

Read More
MB 600: Microsoft Dynamics 365 + Power Platform Solution Architect – Introduction
Oct17

MB 600: Microsoft Dynamics 365 + Power Platform Solution Architect – Introduction

You might (like me) be about to start your revision for the MB 600 exam or you may just be reading this because you are considering taking a Microsoft certification. Either way lets begin by considering what the MB 600 is, who it is aimed at and why you might want to take the exam. What is the MB 600 exam? The MB 600 exam covers topics in three main areas; Perform solution envisioning and… Continue Reading Neil Parkhurst’s...

Read More
D365UG – “Birmingham” October 2020
Oct12

D365UG – “Birmingham” October 2020

Our last Birmingham D365UG event was way back in July, so we thought it must be about time we hosted another free event for fans of Dynamics 365 and the Power Platform. As is the “new norm” this event will be a virtual one, the bonus being everyone and anyone can join us. Our next “Birmingham” event will take place on Wednesday 28th October 2020 at 5pm. In these challenging times …. I guess… Continue...

Read More
Omnichannel for Customer Service – Quick Replies and Automated Messages
Sep27

Omnichannel for Customer Service – Quick Replies and Automated Messages

Microsoft’s Omnichannel for Customer Service includes many agent productivity aids, in this post I will look at how we can send quick replies and automated messages to customers. It can help agents greatly to send standard / common messages to your customers quickly. These can be in the form of quick replies that the agent can pick from a list or automated messages. Automated messages would be… Continue Reading Neil...

Read More
Omnichannel for Customer Service – Real-time Translations
Sep26

Omnichannel for Customer Service – Real-time Translations

Microsoft have just released loads of cool enhancements to their Omnichannel for Customer Service application! In this post I will review one of my favourite new features … real-time chat translations. The scenario being that your agent might speak one language but customers will obviously want to chat in any language. To support this wouldn’t it be useful if we could apply real-time… Continue Reading Neil...

Read More
Omnichannel for Customer Service – Customer Location
Aug28

Omnichannel for Customer Service – Customer Location

With Microsoft’s Omnichannel for Customer Service you may find it useful to know the location of your customer. Say you have stores all over the country, maybe it would help you to know the closest store to the potential customer. In this post I will explain how to configure GEO location settings in Omnichannel for Customer Service. Customer Experience Once enabled the customers may be… Continue Reading Neil...

Read More
Omnichannel for Customer Service – Slugs (aka Data parameter keys)
Aug20

Omnichannel for Customer Service – Slugs (aka Data parameter keys)

Fairly recently I created a post explaining the concepts of agent scripts and macros within Omnichannel for Customer Service, in that post I also introduced the concepts of slugs. A “slug” being a replacement parameter which allows us inject data parameters into macros etc. Slugs can be really useful to help you personalise how an agent operates, in this post I will expand on the concept of… Continue Reading Neil...

Read More
Omnichannel for Customer Service – Post Chat Surveys
Aug13

Omnichannel for Customer Service – Post Chat Surveys

Omnichannel for customer service gives us two survey options, one being a pre-chat survey the other being a post chat survey. In this post I will complete a review of the new post chat survey capability. The approach to pre-chat and post-chat surveys is actually quite different! This makes complete sense (to me) as if you think about the chat experience the purpose of each survey is quite… Continue Reading Neil Parkhurst’s...

Read More
Omnichannel for Customer Service – Co-browse
Aug04

Omnichannel for Customer Service – Co-browse

One really cool feature of Microsoft’s Omnichannel for Customer Service product is the ability to complete a co-browse with your customers. Imagine how useful it would be to be able to easily guide your customers around your website once co-browse is enabled! In this post I will review how to configure and use this feature. The co-browse feature can be enabled on your chat widgets with the… Continue Reading Neil...

Read More
Omnichannel for Customer Service – Session Templates
Jul31

Omnichannel for Customer Service – Session Templates

Within Microsoft’s Omnichannel for Customer Service we can configure how sessions open. The product ships with some default templates that may be all you need but in this post I start to explore how you might want to amend session templates. Each channel is linked to a workstream, each workstream is associated with a number of templates. Including a session template. When you create a… Continue Reading Neil...

Read More
MB-200: Microsoft Power Platform + Dynamics 365 Core – Import Data
Jul22

MB-200: Microsoft Power Platform + Dynamics 365 Core – Import Data

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Power Platform + Dynamics 365 Core exam. (aka MB-200) In this post I will look at concepts around importing data. There is a section of the MB-200 skills measured statement which covers managing entities and data, within this you will find a definition of what needs to be covered for… Continue Reading Neil...

Read More
Omnichannel for Customer Service – SMS
Jul17

Omnichannel for Customer Service – SMS

Omnichannel for Customer Service allows us to integrate SMS with Dynamics 365, in this post I will look at how this operates and how to setup the SMS channel. We have two potential providers of SMS supported within Omnichannel for Customer Service, those being Twilio and Telesign. I am not going to be reviewing their services as such in this post! You may want to look at both options to work… Continue Reading Neil...

Read More