JavaScript and Business Rules
Oct19

JavaScript and Business Rules

I haven’t blogged about JavaScript or code changes for some time! Probably because in Microsoft Dynamics 365 I mainly use a low code approach these days. But today I had a small challenge with some code and thought the solution I found might be useful to others ….. my challenge was that my business rules weren’t being triggered after a field had been changed using JavaScript. I guess this… Continue Reading Neil...

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Unified Routing without Omnichannel!
Oct15

Unified Routing without Omnichannel!

I have recently written a few blog posts which describe some of the features of Unified Routing with Dynamics 365. In the main those posts have focused on scenarios connected with Omnichannel for Customer Service but in this post I will explore using Unified Routing with “just” Dynamics 365 Customer Service. As we should be mindful that Unified Routing is a “stand alone” feature that can be… Continue...

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MB-230: Microsoft Dynamics 365 Customer Service – Omnichannel Record Routing
Oct02

MB-230: Microsoft Dynamics 365 Customer Service – Omnichannel Record Routing

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 describe the record routing options of Omnichannel for Customer Service. You can see an extract from… Continue Reading Neil...

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MB-230: Microsoft Dynamics 365 Customer Service – Omnichannel Agent Experience
Sep27

MB-230: Microsoft Dynamics 365 Customer Service – Omnichannel Agent Experience

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 describe the agent experience within Omnichannel for Customer Service. You can see an extract from the… Continue Reading Neil...

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MB210: Microsoft Dynamics 365 for Sales – Playbooks
Sep16

MB210: Microsoft Dynamics 365 for Sales – Playbooks

I am currently preparing for my renewal of the MB 210 exam. I noticed that Playbooks have been included in the skills measured and I haven’t previously created a revision guide for them. Hence this post! Below you can see an extract from the current skills measured statement for the MB 210 exam. We can see that playbooks are mentioned in the configure processes section. What are Playbooks?<br… Continue Reading Neil...

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Omnichannel for Customer Service – Use Machine Learning to Route Cases
Sep11

Omnichannel for Customer Service – Use Machine Learning to Route Cases

Microsoft’s Omnichannel for Customer Service can make use of the Unified Routing option to intelligently route items to agents. In this post I will show how I configured the ability to route cases to agents using machine learning. Commonly organising will want to ensure they offer the best possible customer service in an efficient and timely manner. This often involves ensuring any cases are… Continue Reading Neil...

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Omnichannel for Customer Service – Pass pre-chat survey details to Virtual Agent
Aug20

Omnichannel for Customer Service – Pass pre-chat survey details to Virtual Agent

We can integrate Microsoft’s Omnichannel for Customer Service with Power Virtual Agents. This is a great but what if you want the “BOT” to respond to the customer in context? Say by commenting on data entered in a pre-chat survey. In this post I will explain how to pass context values to the Power Virtual Agent. In my Live chat workstream I have already configured a pre-conversation survey… Continue Reading...

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MB-230: Microsoft Dynamics 365 Customer Service – Omnichannel Overview
Aug04

MB-230: Microsoft Dynamics 365 Customer Service – Omnichannel 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 begin to discuss Omnichannel for Customer Service. You can see an extract from the current skills… Continue Reading Neil Parkhurst’s...

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MB-230: Microsoft Dynamics 365 Customer Service – Omnichannel, Configure webchat
Aug03

MB-230: Microsoft Dynamics 365 Customer Service – Omnichannel, Configure webchat

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 explain who to configure webchat. You can see an extract from the current skills measured statement… Continue Reading Neil...

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MB-230: Microsoft Dynamics 365 Customer Service – Scheduling – Advanced Scheduling Concepts
Aug02

MB-230: Microsoft Dynamics 365 Customer Service – Scheduling – Advanced Scheduling Concepts

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 cover advanced scheduling concepts. Below you can see an extract from the current skills measured… Continue Reading Neil Parkhurst’s...

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MB-230: Microsoft Dynamics 365 Customer Service – Scheduling – Schedule Board
Jul29

MB-230: Microsoft Dynamics 365 Customer Service – Scheduling – Schedule Board

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 cover the schedule board. Below you can see an extract from the current skills measured statement for… Continue Reading Neil...

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MB-230: Microsoft Dynamics 365 Customer Service – Resources and Services
Jul28

MB-230: Microsoft Dynamics 365 Customer Service – Resources and Services

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 cover concepts around creating resources and services. Below you can see an extract from the current… Continue Reading Neil...

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Omnichannel for Customer Service – Proactive Chats
Jul28

Omnichannel for Customer Service – Proactive Chats

Within Dynamics 365 we can use Omnichannel for Customer Service to present chat widgets to customers. The typical way of doing this is to “simply” have widget show when a customer visits a website / portal page. But what-if we want to proactively prompt the customer to start a chat? Maybe they have paused on a particular page for a long time … something like that might act as a good trigger… Continue Reading Neil...

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MB-230: Microsoft Dynamics 365 Customer Service – Scheduling Config / Setup
Jul27

MB-230: Microsoft Dynamics 365 Customer Service – Scheduling Config / Setup

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 cover some of the concepts of setup needed before you can schedule your resources and services. Below… Continue Reading Neil...

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MB-230: Microsoft Dynamics 365 Customer Service – Overview of Scheduling
Jul26

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

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 service scheduling. Below you can see an extract from the current skills measured… Continue Reading Neil...

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Omnichannel for Customer Service – Routing Diagnostics
Jul14

Omnichannel for Customer Service – Routing Diagnostics

I have recently started using Microsoft’s “Omnichannel Admin Center” app to configure Dynamics 365 Omnichannel for Customer Service. This replaces our previous app to administer Omnichannel for Customer Service. The new app contains many features connected with Unified Routing. Some I am still experimenting with! But one feature I have already used to great effect is the new routing… Continue Reading Neil...

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MB-230: Microsoft Dynamics 365 Customer Service – SLAs
Jul09

MB-230: Microsoft Dynamics 365 Customer Service – SLAs

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 review service level agreements (SLAs). Below you can see an extract from the current skills measured… Continue Reading Neil...

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MB-230: Microsoft Dynamics 365 Customer Service – Entitlements
Jun29

MB-230: Microsoft Dynamics 365 Customer Service – Entitlements

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 review entitlements. Below you can see an extract from the current skills measured statement that… Continue Reading Neil Parkhurst’s...

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Customer Service Workspace- API
Jun14

Customer Service Workspace- API

Omnichannel for Customer Service and the Customer Service Workspace provide us an API where we can use JavaScript to control the behaviour of the multi-session experience for out customer service agent. Below you will find a link to a video which explains the concept behind this API and gives one example of how we might use it. Continue Reading Neil Parkhurst’s Article on their blog Customer Service Workspace- API Omnichannel...

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Omnichannel for Customer Service and BOTS which don’t understand!
Jun14

Omnichannel for Customer Service and BOTS which don’t understand!

Omnichannel for Customer Service allows us to connect with a Virtual Agent. It is then possible to trigger a transfer to a human agent from with our topics / authoring canvas. But what if your customers are just getting frustrated with a BOT that doesn’t understand them? In this post I will explain how we can use a configuration setting to help with that scenario. It may be common to construct… Continue Reading Neil...

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Migrate to Omnichannel Admin Center
Jun11

Migrate to Omnichannel Admin Center

I have recently moved from using the original Omnichannel Administration app to the newer Omnichannel Admin Centre. If like me you want to use the newer admin experience you will need to migrate your current workstreams. In this post I will explain the process I followed. As I have configured numerous channels I actually have quite a few workstreams, all of which needed to be migrated to the… Continue Reading Neil...

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MB-230: Microsoft Dynamics 365 Customer Service – Queues
Jun02

MB-230: Microsoft Dynamics 365 Customer Service – Queues

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 concept of queues. Below you can see an extract from the skills measured… Continue Reading Neil Parkhurst’s...

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MB-230: Microsoft Dynamics 365 Customer Service – Customer Voice
Jun01

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

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 review surveying customer opinions with customer voice. The section of the skills measured statement… Continue Reading Neil...

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D365UG Birmingham Videos
May20

D365UG Birmingham Videos

We recorded our recent D365UG Birmingham event. In fact we recorded the one before as well! At these events we had some great presentations. The videos from those presentations are available to watch here …. The first of four presentations I have uploaded is actually from me! In this video I talk about the customer service workspace and how it compares to other Dynamics 365 apps for… Continue Reading Neil Parkhurst’s...

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MB-230: Microsoft Dynamics 365 Customer Service – Knowledge Management
May13

MB-230: Microsoft Dynamics 365 Customer Service – Knowledge Management

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 review knowledge management. The section of the skills measured statement that mentions knowledge… Continue Reading Neil Parkhurst’s...

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Dynamics 365 Customer Service – Three Stage SLA
May09

Dynamics 365 Customer Service – Three Stage SLA

Out of the box it is pretty easy to create a two stage SLA with Dynamics 365. This is great as often we have a need for a service level agreement that relates to “First Response By” and “Resolve By”. But occasionally a requirement comes up for a third stage to our SLA, typically something like “Resolution Planned By”. I recently needed to configure exactly this for a customer and thought it…...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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