Ana Inés Urrutia de Souza on The Oops Factor
Nov27

Ana Inés Urrutia de Souza on The Oops Factor

Talking with Ana around her love of photography, changing roles internally to see new challenges, & how we find out what our business strengths are! If you’d like to come appear on the show, please sign up at http://bit.ly/2NqP5PV – I’d love to have you on it! Click here to take a look at the other videos that are available to watch. The post Ana Inés Urrutia de Souza on The Oops… Continue Reading...

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Omnichannel Agent Presence Not Loading
Nov24

Omnichannel Agent Presence Not Loading

Recently, with some of the system updates that have come out for Omnichannel, there’s been an interesting issue observed. This is essentially when the Agent Presence (which signifies the available of the agent) doesn’t load within the system. This is of course a problem. Without agents able to set their status, it’s not possible to have conversation sessions come through to them. As a… Continue Reading...

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Seth Bacon on The Oops Factor
Nov20

Seth Bacon on The Oops Factor

Talking about how online gaming can empower & connect families, as well as what ‘might just happen’ when editing a solution (unmanaged!) directly in Production If you’d like to come appear on the show, please sign up at http://bit.ly/2NqP5PV – I’d love to have you on it! Click here to take a look at the other videos that are available to watch. The post Seth Bacon on The Oops… Continue Reading...

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Personalised Sound Notifications for Omnichannel
Nov17

Personalised Sound Notifications for Omnichannel

One of the themes running through the Wave 2 2020 update for Omnichannel is the personalisation aspect. Though systems work just fine on their own, it’s always nice to add a ‘personal touch’ to the parts that we can. Last week I shared how quick replies are now able to be personalised (Personalised Quick Replies). This week I’m going to go into how the sound notifications can be personalised… Continue...

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Laurynas Merkelis on The Oops Factor
Nov13

Laurynas Merkelis on The Oops Factor

Sharing the joys of go-carting, car racing, Larry also cover how important correct communications (in the context of the conversation) is to everything in life! If you’d like to come appear on the show, please sign up at http://bit.ly/2NqP5PV – I’d love to have you on it! Click here to take a look at the other videos that are available to watch. The post Laurynas Merkelis on The… Continue Reading...

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Personalised Quick Replies
Nov10

Personalised Quick Replies

One of the things that customer service agents absolutely HATE is having to type full replies to customers. There are many things that they’ll do which are quite repetitive, and having to type the same response each & every time gets frustrating to say the least. As I’ve covered previously at Quick Responses in Omnichannel, Omnichannel has the ability for Quick Replies. With these,… Continue Reading thecrmninja’s...

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Reece Campbell on The Oops Factor
Nov06

Reece Campbell on The Oops Factor

Reece comes on & captivates us with chatting about the joys of ethical hacking, #DevOps, & what can actually occur when using Power Apps Portals as a public website! If you’d like to come appear on the show, please sign up at http://bit.ly/2NqP5PV – I’d love to have you on it! Click here to take a look at the other videos that are available to watch. The post Reece Campbell on The… Continue Reading...

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Data Export Service Connection Issues
Nov02

Data Export Service Connection Issues

This is a slightly different post from the usually stuff that I talk about. It’s much more ‘techy/developer’ focused, but I thought it would be quite useful still for people to keep in mind. The background to this comes from a project that I’ve been working on with some colleagues. Part of the project involves setting up an Azure SQL database, and replicating CDS data to it. Why, I hear you… Continue...

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Fausto Capellan Jr on The Oops Factor
Oct30

Fausto Capellan Jr on The Oops Factor

Talking about his love of gaming, Fausto shares with us how it’s actually an integral part of his family networking & communication. We then move onto more serious matters involving our mental health, stigma attached to discussing it, and how we can work through & overcome things. If you’d like to come appear on the show, please sign up at http://bit.ly/2NqP5PV – I’d love to have you… Continue...

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Marketing & an unusual error
Oct27

Marketing & an unusual error

I’ll be the first to admit that I have limited experience of Dynamics 365 for Marketing. In fact, I think that it would be stretching the description to say that I have even ‘limited experience’! I’ve seen it one or twice, and have attended a few presentations on it, but apart from that, nada. I do remember what it used to be like in its previous incarnation, but even then I didn’t really… Continue...

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Sharon Sumner on The Oops Factor
Oct23

Sharon Sumner on The Oops Factor

Finding out how Sharon loves being an early technology adopter, the challenges that it can bring, and her love of space rockets. Delving into details of what happened when an electric car ran out of battery. If you’d like to come appear on the show, please sign up at http://bit.ly/2NqP5PV – I’d love to have you on it! Click here to take a look at the other videos that are available… Continue Reading...

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AI Translation for Omnichannel
Oct20

AI Translation for Omnichannel

How to start off this post? I’ve been trying to work out how exactly I can express my excitement around this new feature for Omnichannel. Included in the Wave 2 2020 release, it’s just AMAZING. That, however, doesn’t give it true justice. So let’s see how I can describe it properly to give it due respect. Previously I’ve mentioned the ability to use skills within Omnichannel (see

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Matt Beard on The Oops Factor
Oct16

Matt Beard on The Oops Factor

Chatting to Matt about how he got into poker to begin with in his university days (some decent studying of the theory!), & actually going to Vegas, as well as getting married there. Also touching on printing out lots of documents, and duplicate merging If you’d like to come appear on the show, please sign up at http://bit.ly/2NqP5PV – I’d love to have you on it! Click here to take… Continue Reading...

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AI-900: Microsoft Azure AI Fundamentals
Oct13

AI-900: Microsoft Azure AI Fundamentals

One of my recent decisions has been to explore the Azure space. There are several reasons behind this. CDS, as we (hopefully!) know sits on top of Azure, and it’s useful to know the broader digital estate available on the platform. I’ve also been looking into some of the Cognitive Services functions that are available within Power Platform. These all live in Azure, and are surfaced into… Continue Reading...

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Dian Taylor on The Oops Factor
Oct09

Dian Taylor on The Oops Factor

Finding out what the ‘D’ in her Twitter handle actually stands for, how she started in IT, and what happens when you don’t believe in hypnotism! Also including advice as to why it’s so important to keep an open mind with life & projects If you’d like to come appear on the show, please sign up at http://bit.ly/2NqP5PV – I’d love to have you on it! Click here to take a look at the…...

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Igor Shvets on The Oops Factor
Oct02

Igor Shvets on The Oops Factor

Working out Igor’s retirement plan to be based around his love of hiking (which came from the military). Also discussing how coffee, amongst other important things, is key to rapid-speed enterprise-scale project deployments! If you’d like to come appear on the show, please sign up at http://bit.ly/2NqP5PV – I’d love to have you on it! Click here to take a look at the other videos… Continue Reading...

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PL-200 Microsoft Power Platform Functional Consultant
Oct01

PL-200 Microsoft Power Platform Functional Consultant

Well, the last week has been quite busy, on many fronts! One of those is having a few new exams come out in Beta. I’ve already taken the PL-400 (see PL-400: Microsoft Power Platform Developer Exam for my review of it). Last Friday, the new PL-200 exam was released as well, so I scheduled it in for as soon as I could sit it. Now the PL-200 is scheduled to be replacing the MB-200 exam at the… Continue Reading...

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PL-400: Microsoft Power Platform Developer Exam
Sep25

PL-400: Microsoft Power Platform Developer Exam

I’ve been continuing with taking new exams as they come out. Having recently taken the MB-400 exam (see MB-400 Power Apps & Dynamics 365 Developer Exam), I was slightly surprised to see the announcement that it was going to be replaced! Admittedly, I was also surprised (in a good way) that I passed the MB-400, not being a developer! It’s been quite amusing to tell people that I’m a… Continue Reading...

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Kaila Bloomfield on The Oops Factor
Sep18

Kaila Bloomfield on The Oops Factor

Discussing mutual interests of motorsport, racing motorbikes, seeing races, & having amazing adrenaline rushes! Also covering thoughts in our heads that we might have said out loud by mistake, and some quite interesting comments around dress codes at clients. If you’d like to come appear on the show, please sign up at http://bit.ly/2NqP5PV – I’d love to have you on it! Click here… Continue Reading...

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Good news for Power Automate Flows!
Sep16

Good news for Power Automate Flows!

As a starter for 10, this wasn’t actually the blog post that I was going to write today. In fact, the subject of the post wasn’t even going to be about Power Automate! However, there was some really amazing news that dropped today from Microsoft, which I just couldn’t pass up being able to talk about. You’ve guessed it – it’s about Power Automate! Well, I suppose that the post title was…...

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Omnichannel & Operating Hours
Sep14

Omnichannel & Operating Hours

I’ve recently been spending time looking at, and talking about, how we can handle company hours within Omnichannel. This has covered both how to use them within chat (Handling Company Hours) as well as being able to change the chat widget functionality (Handling ‘Out of Hours’). Imaging my surprise therefore when someone asked me ‘how do we go setting them up properly?’. When I… Continue Reading...

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Beth Burrell on The Oops Factor
Sep11

Beth Burrell on The Oops Factor

Finding out how exactly Beth took up golf, how that then progressed over time into relationships, and what exactly can happen when you’re too honest with people! If you’d like to come appear on the show, please sign up at http://bit.ly/2NqP5PV – I’d love to have you on it! Click here to take a look at the other videos that are available to watch. The post Beth Burrell on The Oops… Continue Reading...

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Handling ‘Out of Hours’
Sep09

Handling ‘Out of Hours’

Let’s face it – we can be quite spoiled at times. As a customer, we can sometimes expect that companies be available 24/7 to service our requests, needs, issues, etc. That would be wonderful, wouldn’t it! Imagine that you have a mobile phone issue at 2am – you could call up your provider, and have it handled (or a new handset sent out) immediately. That would be quite nice! Unfortunately… Continue Reading...

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Reconnecting to previous chat session
Sep07

Reconnecting to previous chat session

We’ve all been there. We’re in the middle of a chat session with a support agent, or talking to a salesperson, etc. Suddenly things go wrong – our browser hangs, the internet loses connection, or something else… Alternatively, I do know of situations where kids have pulled out the internet cables during ‘playtime’ – it really does happen! Immediately we’re frustrated. Not only have...

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Julia Simpson on The Oops Factor
Sep04

Julia Simpson on The Oops Factor

Discussing the joys of camping in different countries, FinOps Consulting, and what exactly compromises standard functionality or not when pitching to clients! If you’d like to come appear on the show, please sign up at http://bit.ly/2NqP5PV – I’d love to have you on it! Click here to take a look at the other videos that are available to watch. The post Julia Simpson on The Oops… Continue Reading...

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Dynamics 365 Admin Centre for Omnichannel
Sep02

Dynamics 365 Admin Centre for Omnichannel

I’ll freely admit that the title for this post is a bit of a mouthful! I’ll also admit that I used the British spelling of ‘centre’, rather than what it actually is. You’ll have to excuse my grammar This post is about something that we all knew was coming. The old Admin Centre is no longer – and we shall miss it! It was inevitable that it would be moved over to the new Power Platform… Continue...

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Lookup fields & Power Automate
Aug31

Lookup fields & Power Automate

This is an interesting post, for several reasons. Firstly, it’s the first one in 3 weeks – I was off on holiday, and decided to take an (almost) absolute break from all things digital, which included this blog. It was actually quite refreshing, though now coming back & starting to write again does seem a bit daunting, I’ll admit! Thankfully, whilst wondering what exactly to start with, a… Continue Reading...

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Sheryl Netley on The Oops Factor
Aug28

Sheryl Netley on The Oops Factor

Finding out just how Sheryl is connected with the annual Glastonbury festival, the wonders of Direct Debit/financial payment runs, and what happens exactly when you might just be performing a backdoor system update into a database… If you’d like to come appear on the show, please sign up at http://bit.ly/2NqP5PV – I’d love to have you on it! Click here to take a look at the other… Continue Reading...

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Rory Neary on The Oops Factor
Aug21

Rory Neary on The Oops Factor

Discussing how he’s constructing a mountain bike course next to his house, accessibility in apps, and PowerApps4Kids. Also diving into what happened when a client asked him to build an app that a competitor of his came up with! If you’d like to come appear on the show, please sign up at http://bit.ly/2NqP5PV – I’d love to have you on it! Click here to take a look at the other… Continue Reading...

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Laura Graham-Brown on The Oops Factor
Aug14

Laura Graham-Brown on The Oops Factor

Chatting about the joys of Lego, being a Terry Pratchett uberfan, house rules, and just HOW stubborn children can actually be! If you’d like to come appear on the show, please sign up at http://bit.ly/2NqP5PV – I’d love to have you on it! Click here to take a look at the other videos that are available to watch. The post Laura Graham-Brown on The Oops Factor appeared first on The… Continue Reading...

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Carl Cookson on The Oops Factor
Aug07

Carl Cookson on The Oops Factor

Hanging out & talking to Carl about various interests such as how Power Platform helps with the Charity sector, his local Diving Club (don’t push him in!), and the importance of a career pivot at the right moment. Also including just how amazing the community is! If you’d like to come appear on the show, please sign up at http://bit.ly/2NqP5PV – I’d love to have you on it! Click

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Omnichannel & Knowledge Articles
Aug03

Omnichannel & Knowledge Articles

One of the most useful features that Dynamics 365 has to offer (in my opinion) is the ‘Knowledge Base’ feature. The purpose that this serves is multi-faceted. It can act as a repository for internal information, serve as a FAQ store, or even be used to publish information externally. The amount of knowledge held within any organisation can be quite staggering at times. Think back to when… Continue Reading...

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Joe Griffin on The Oops Factor
Jul31

Joe Griffin on The Oops Factor

Talking to Joe about gaming, his first gaming console (ah, the memories!), switching positions, and what REALLY makes a GREAT manager (hint – it’s not what you think!) If you’d like to come appear on the show, please sign up at http://bit.ly/2NqP5PV – I’d love to have you on it! Click here to take a look at the other videos that are available to watch. The post Joe Griffin on The… Continue Reading...

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Omnichannel Agent Presence
Jul29

Omnichannel Agent Presence

One of the main parts of any system is to see who’s available to handle customer service queries. This is, of course, vitally important for any company – you wouldn’t want to overload an already busy agent! In the case of Omnichannel, the system uses something called ‘Presence’ to show this. When users are set up, they have a default presence set against them. These govern system behaviour,…...

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PL-100: Microsoft Power Platform App Maker Exam
Jul27

PL-100: Microsoft Power Platform App Maker Exam

As many people are aware, Microsoft is changing the certification landscape somewhat. With the emergence of the Power Platform, there’s a need to test skills other than the traditional Dynamics 365 ones. To this end, a new series (the PL-XXX) has been created. The first (main) one of these exams is the PL-100, which is the entry level exam. You can take a look at the exam requirements &… Continue Reading...

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Gustaf Westerlund on The Oops Factor
Jul24

Gustaf Westerlund on The Oops Factor

Talking to Gustaf about Sweden, sheep, martial arts, & how he started his CRM career by being thrown into the deep end of things! If you’d like to come appear on the show, please sign up at http://bit.ly/2NqP5PV – I’d love to have you on it! Click here to take a look at the other videos that are available to watch. The post Gustaf Westerlund on The Oops Factor appeared first on The… Continue Reading...

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Keeping belief in oneself
Jul21

Keeping belief in oneself

Although I usually post around technical matters & such, occasionally I digress into personal reflection. After all, this is my personal blog, & I feel it’s sometimes good/relevant to share certain personal things. Today’s post is along those lines, though it does relate to a technical matter. Let’s set the scene. As many of you know (either from knowing me personally, or from reading my… Continue...

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Prashant Shukla on The Oops Factor
Jul17

Prashant Shukla on The Oops Factor

Discovering the online courses that he’s creating, finding a major hole in a national website, & the importance of the right level of documentation! If you’d like to come appear on the show, please sign up at http://bit.ly/2NqP5PV – I’d love to have you on it! Click here to take a look at the other videos that are available to watch. The post Prashant Shukla on The Oops Factor… Continue Reading...

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Strange behaviour with views
Jul15

Strange behaviour with views

Normally when I write a blog post, it’s about sharing some cool features, new functionality, etc. However this post is going to be a little different, because I don’t actually have an answer (yet!) to what is going on here. Let me explain the situation. I’m needing to show some very specific data for reference purposes. For the purposes of this, let’s say that I’m looking at Contacts,… Continue...

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Agent Notes in Omnichannel
Jul13

Agent Notes in Omnichannel

Anyone familiar with Dynamics 365 will of course be aware of ‘Notes’. These are the very useful ability to for system users to add notes into records. For customers, these show up within the Activity timeline. Every time a note is added, it’s added to the activity timeline to be able to be viewed. It’s also possible to add attachments to notes, which can be very handy too. Each note is… Continue Reading...

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Sam Smith on The Oops Factor

Discussing his love of opera, and how he came to make it a professional career for over a decade, including some very interesting things that happened during performances. If you’d like to come appear on the show, please sign up at http://bit.ly/2NqP5PV – I’d love to have you on it! Click here to take a look at the other videos that are available to watch. The post Sam Smith on The… Continue Reading...

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Omnichannel – Wave 2 2020
Jul09

Omnichannel – Wave 2 2020

Yesterday was an extremely exciting day, for a number of reason! The main reason (& the purpose of this article) is that the release notes for Wave 2 2020 dropped. This covers Dynamics 365 (https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave2/) and Power Platform (https://docs.microsoft.com/en-us/power-platform-release-plan/2020wave2/). I’ve been quite eager to see (& talk… Continue Reading...

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Canvas Apps, Collections & Dropdown Fields
Jul07

Canvas Apps, Collections & Dropdown Fields

This post is based around some recent work that I’ve been doing, which includes canvas apps. For those of you who aren’t familiar with canvas apps, imagine if PowerPoint & Excel had a baby! Though I’m expecting most people who are reading this to already know all about them So enough with the waffle, let’s get on with things…let me paint the scenario for you. The app is aimed to be used…...

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Tricia Sinclair on The Oops Factor
Jul03

Tricia Sinclair on The Oops Factor

Talking about her love of baking, & the joys of travelling when holding multiple passports. We also talk about the upcoming Global Community Quiz – go register for it using one of the links below! UK Tickets: https://lnkd.in/e4FXTMeANZ Tickets: https://lnkd.in/ey5XzZ6LATAM Tickets: https://lnkd.in/eSNNPp2US Tickets: https://lnkd.in/eZetgpH If you’d like to come appear on the show,… Continue Reading...

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MB-400 Power Apps & Dynamics 365 Developer Exam
Jul01

MB-400 Power Apps & Dynamics 365 Developer Exam

I haven’t usually been putting up posts around the exams that I take. A few months back I did decide to write one on the MB-600 exam (MB-600 Solution Architect Exam), which just took off! It was quite amazing (& pleasing) how many people were looking at it, & asking me questions around the exam. As a result, I’ve decided to continue this, and am therefore now writing this post on the MB-400… Continue Reading...

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Omnichannel & LogMeIn
Jun29

Omnichannel & LogMeIn

Overview Many people in the IT scene will know of LogMeIn (https://www.logmein.com/), or LMI for short. For as long as I can remember (which means going back almost 2 decades!) they’ve been one of the main remote access solutions. With their product range, it was possible to leave your computer at home, travel abroad, and easily log into it from practically any computer anywhere. It’s… Continue Reading...

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Leon Tribe on The Oops Factor
Jun26

Leon Tribe on The Oops Factor

Talking about how he loves astronomy, some inclusion of salads, but more importantly a very important message around lifestyles & health. Also touching on how the community use technology to help with health matters. If you’d like to come appear on the show, please sign up at http://bit.ly/2NqP5PV – I’d love to have you on it! Click here to take a look at the other videos that are… Continue Reading...

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AAD Security Teams, & saving personal views
Jun24

AAD Security Teams, & saving personal views

Previously I’ve touched on how it’s possible to use Azure Active Directory for Dynamics 365 security. This can be of great benefit to an organisation, especially when needing to invite in external users. The details that I go into around it can be found at Dynamics 365 Security & AAD. As I point out there, it’s a very helpful feature, and can also help with onboarding new users within an… Continue Reading...

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Canvas Apps, Patch command, & Business Rules
Jun22

Canvas Apps, Patch command, & Business Rules

Recently I’ve been doing a LOT of work with canvas apps. As I think I’ve mentioned before (at least once or twice!) my background is the traditional ‘model’ style app. As a result, it’s been quite a steep curve to skill up, but I think I’m handling it alright. I’m (slowly) getting used to the way that canvas apps work, the ability to put different controls on the screens, and reference...

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Jonas Rapp on The Oops Factor
Jun19

Jonas Rapp on The Oops Factor

Discussing Jonas’s love of sailing, boats, and growing up with them. Covering plugin recursions, the balance between a ‘perfect system’ & one that users can actually operate in, as well as the offer of a free XrmToolBox lesson for anyone who’ll build a specific tool! If you’d like to come appear on the show, please sign up at http://bit.ly/2NqP5PV – I’d love to have you on… Continue...

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SCOTtish summit 2021

On February the 27th Scottish Summit 2021 will come to you as a virtual event. With over 250 sessions from all Microsoft technologies. You need to register for your FREE ticket and download the Scottish Summit App to see all the great sessions.