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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Universal Resource Scheduling | Microsoft Dynamics 365 and Unified Service Desk
May11

Universal Resource Scheduling | Microsoft Dynamics 365 and Unified Service Desk

I have commonly used the schedule board with Dynamics 365 Field Service or Project Service to schedule work orders or project tasks. But recently I’ve had a couple of requirements to schedule custom entities. This is possible using Universal Resource Scheduling. (URS) In this post I’ll explain my initial experiments with URS, if you are considering making use of URS then hopefully the… Continue Reading Neil Parkhurst’s...

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USD – SetReplacementParameter | Microsoft Dynamics 365 and Unified Service Desk
Apr29

USD – SetReplacementParameter | Microsoft Dynamics 365 and Unified Service Desk

I love it when I find something new in Unified Service Desk! I recently spotted an action I’d not used before whilst experimenting with USD v4.1. SetReplacementParameter. But what does this action do and why would you want to use it? Often in my USD configuration I find the need to store variables as replacement parameters. Commonly the values are specific to my current active session, in… Continue Reading Neil Parkhurst’s...

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MB 210: Microsoft Dynamics 365 for Sales – Lead Management
Apr23

MB 210: Microsoft Dynamics 365 for Sales – Lead 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 Leads. You will see that Leads are references in the skills measured statement within the section headed “Manage Core Sales… Continue Reading Neil Parkhurst’s Article on...

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Microsoft Forms Pro – First look
Apr19

Microsoft Forms Pro – First look

I have recently started to experiment with Forms Pro, in this post I will explain my initial tests and provide a few observations on my opinions so far. Spoiler alert … I like Forms Pro. Ok, it has a couple of rough edges, but it is a preview feature! For a preview I think its excellent and one I recommend you try. In case you don’t know Forms Pro is Microsoft’s new survey tool that… Continue Reading Neil Parkhurst’s...

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The USD Accelerator – Technical Guide, Release History (2_0_0_3)
Apr14

The USD Accelerator – Technical Guide, Release History (2_0_0_3)

The USD Accelerator is a pre-build Unified Service Desk configuration aimed at helping speed your USD project. This post will highlight the enhancements and bug fixes released in version 2_0_0_3 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 you… Continue Reading Neil Parkhurst’s...

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USD – Browser Choice | Microsoft Dynamics 365 and Unified Service Desk
Apr02

USD – Browser Choice | Microsoft Dynamics 365 and Unified Service Desk

All browsers are pretty much the same thing, right??? The actual answer to this question is a resounding no! When working with Microsoft’s Unified Service Desk (USD) selecting the “correct” browser for your hosting type can make the difference between a solution that’s fit for purpose and one that is slow and unreliable. Or put another way, your browser choice can be the difference… Continue Reading Neil Parkhurst’s...

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MB 210: Microsoft Dynamics 365 for Sales – Product Catalog (Discount Lists)
Mar29

MB 210: Microsoft Dynamics 365 for Sales – Product Catalog (Discount Lists)

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 discount lists. Below you can see the skills measured statement that refers to the product catalog. From this we can learn that the… Continue Reading Neil Parkhurst’s...

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MB 210: Microsoft Dynamics 365 for Sales – Product Catalog (Price Lists)
Mar29

MB 210: Microsoft Dynamics 365 for Sales – Product Catalog (Price Lists)

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 price lists. Below you can see the skills measured statement that refers to the product catalog. From this we can learn that the product… Continue Reading Neil Parkhurst’s...

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MB 210: Microsoft Dynamics 365 for Sales – Product Catalog (Suggestions / Relationships)
Mar29

MB 210: Microsoft Dynamics 365 for Sales – Product Catalog (Suggestions / Relationships)

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 product suggestions. Below you can see the skills measured statement that refers to the product catalog. From this we can learn that the… Continue Reading Neil Parkhurst’s...

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MB 210: Microsoft Dynamics 365 for Sales – Product Catalog (Bundles)
Mar15

MB 210: Microsoft Dynamics 365 for Sales – Product Catalog (Bundles)

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 product bundles. Below you can see the skills measured statement that refers to the product catalog. From this we can learn that the… Continue Reading Neil Parkhurst’s...

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MB2-719 Certification: Dynamics 365 for Marketing – Events (Part One)
Jan27

MB2-719 Certification: Dynamics 365 for Marketing – Events (Part One)

I am about to take the MB2-719 certification, this certification covers the Dynamics 365 for Marketing Application. I plan to create a series of blog posts that collectively should help anyone else preparing for this exam. In this post I will look at events. From the extract of the skills measured statement below you can see that events (and webinars) make up an important section of the… Continue Reading Neil Parkhurst’s...

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MB2-719 Certification: Dynamics 365 for Marketing – Customer Journeys
Jan27

MB2-719 Certification: Dynamics 365 for Marketing – Customer Journeys

I am about to take the MB2-719 certification, this certification covers the Dynamics 365 for Marketing Application. I plan to create a series of blog posts that collectively should help anyone else preparing for this exam. In this post I’ll review customer journeys. You can see the skills measured statement for customer journeys below. They are a key part of the MB2-719 exam and I would… Continue Reading Neil Parkhurst’s...

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MB2-719 Certification: Dynamics 365 for Marketing – Marketing Emails
Jan18

MB2-719 Certification: Dynamics 365 for Marketing – Marketing Emails

I am about to take the MB2-719 certification, this certification covers the Dynamics 365 for Marketing Application. I plan to create a series of blog posts that collectively should help anyone else preparing for this exam. In this post I’ll review marketing emails. The skills measured statement connected with marketing emails is shown below, I guess it is no surprise that marketing emails… Continue Reading Neil Parkhurst’s...

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