Dynamics 365 Customer Service in 1 hour or less ⏰
Sep15

Dynamics 365 Customer Service in 1 hour or less ⏰

Did you know that it is possible to setup a fully functional Customer Service installation in less than one hour? I am proud to present all 3 parts1. The community solution – Download2. The Video for installation3. The Video for demonstrating the product I have put a lot of hours into this configuration, because I wanted other consultants to see how nice and easy Customer Service could… Continue Reading Thomas...

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New Email Signature in preview. Is it really an upgrade? 🤷‍♂️
Sep01

New Email Signature in preview. Is it really an upgrade? 🤷‍♂️

In the preview for release wave 2020 2 Microsoft is moving the signature to UI. While doing this, they have the possibility to brush up on some old tech. Almost every piece of the old Dynamics moved over has had been given at least a small upgrade, of not a total overhaul. If you want to read about my take on signature in Dynamics, head on over here. Limitations of the old signature:1…. Continue Reading Thomas Sandsør’s...

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Dynamics 365 Field Service – Simple example
Aug17

Dynamics 365 Field Service – Simple example

This weekend I was so fortunate to talk at the Field Service BootCamp. I have tried to design the Field Service solution to be as simple as possible. I remove most of the logic from view, but keep the essence of the process. What do you think? Check out the recording from my session here: Continue Reading Thomas Sandsør’s Article on their blog Dynamics 365 Field Service – Simple example This weekend I was so fortunate to...

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Dear MS Could you please just fix the following? Pretty Please🙏🥰
Aug12

Dear MS Could you please just fix the following? Pretty Please🙏🥰

I love the new UI and the new timeline, but there were some choices made that never made sense. Specifically the navigation elements on the timeline. This is a OOTB case with a timeline. I want to open one of the emails to view content or reply. Either way I want to OPEN the activity. Let’s click on the Email and see what happens… NOPE… Only the preview of the email. Great… Continue Reading Thomas...

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Dynamics 365 – Customer Service Demo Video
Aug05

Dynamics 365 – Customer Service Demo Video

This video is how I demonstrate the Customer Service solution based on my blog series. I like to keep things simple, but at the same time functional. Please let me know what you think. Stay tuned Next video will be “how to install the solution” from scratch, so you can try it out yourself Continue Reading Thomas Sandsør’s Article on their blog Dynamics 365 – Customer Service Demo Video This video is how I...

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Dynamics 365 Customer Service – The Solution
Jul29

Dynamics 365 Customer Service – The Solution

This is the last post in a long series about Customer Service and Dynamics 365. After several implementations over the years, the following configuration should be a great place to start. Before we get started Fire up a new trial of Dynamics with Customer Service, and add an office 365 trial to the same instance. I will not be going in depth on how to create a trial. Navigate here if… Continue Reading Thomas Sandsør’s...

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What the Flex !?💪
Jul22

What the Flex !?💪

So as of yesterday Common Data Service platform was rebranded to Dataflex Pro. Introducing Microsoft Dataflex, a new low-code data platform for Microsoft Teams The COVID-19 crisis has rapidly changed the way we live and work, and many organizations have shifted to remote work or are implementing a hybrid remote work approach as they reopen physical locations. This post confused me way to much. Nothing seemed to make sense, and the...

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RegardingObjectID Type fix – Flow
Jul21

RegardingObjectID Type fix – Flow

How to fix the RegardingObjectID Type field in FLOW When working with the Current Environment Connector (CDS), you have 2 options for a lookup (Value and Type). For some strange reason only one of them seems to work for me. The Value is obviously the GUID, and the Type is “incidents, accounts, contacts, opportunities etc”. Let’s look at the data: As you see I have values… Continue Reading Thomas Sandsør’s...

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Dynamics 365 Email to case – The New Way
Jul14

Dynamics 365 Email to case – The New Way

Microsoft released a new way to do automatic record creation a few months ago, but I never got around to ckeck it out before now. The most obvious reason for the new release is creating something that is possible use within new UI. Therefore you can only find this in the customer service app at the moment. Heads up At the current moment the new approach doesn’t work, for a contact… Continue Reading Thomas Sandsør’s...

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Dynamics Customer Service form – Simple yet functional
May26

Dynamics Customer Service form – Simple yet functional

This post is a part of a series of posts for Customer Service. The complete GUIDE can be found here Before we complete it all I will clean the form a bit. The demo I will be focusing on is the B2B space. If you use the B2C part of support, you might not need any of this. Just continue to the next post:) Before It looks good out of the box, but it doesn’t provide a great amount of… Continue Reading Thomas...

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Dynamics Customer Service – B2B scenario
May19

Dynamics Customer Service – B2B scenario

This post is a part of a series of posts for Customer Service. The complete GUIDE can be found here Many years ago Opportunity retired the Customer field and replaced it with Primary Contact and Primary Account fields. Case has not yet done this for reasons I can’t really understand. As you will see in this article we achieve the same result when adding the contact field, but the customer… Continue Reading Thomas...

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Dynamics Email Subject
May12

Dynamics Email Subject

This post is a part of a series of posts for Customer Service. The complete GUIDE can be found here Are you as excited as me now that things are coming together?!?! Probably not .. hehe So the title might not sound exciting, but when you combine the work done in earlier posts with the work we will do in this post, you have got yourself a good setup for Email support system…. Continue Reading Thomas Sandsør’s Article on...

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If Gus creates a top 10 PCF components, I hope this one makes it ;)
May07

If Gus creates a top 10 PCF components, I hope this one makes it ;)

If you ever had a problem with navigating between entities for updating data, this PCF component will absolutely save a lot of time. Clement Olivier https://stuffandtacos.azurewebsites.net/@Clement0livier – Twitterhttps://github.com/carfup/PCFControls – download the toolHe created a PCF component for quick updating related entities without having to leave the record. Updating related… Continue Reading Thomas...

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Dynamics 365 Email – HTML Signature and Sender
May05

Dynamics 365 Email – HTML Signature and Sender

This post is a part of a series of posts for Customer Service. The complete GUIDE can be found here Every time I setup Customer Service I encounter the same 2 problems.1. I want to send from a QUEUE2. I need to automatically add a signature Am I really the only one having these problems, or are we all doing the same silly tasks every time? Standard Signature OOTB You can enter… Continue Reading Thomas Sandsør’s...

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Dynamics 365 Case Cascading Rules
Apr30

Dynamics 365 Case Cascading Rules

This post is a part of a series of posts for Customer Service. The complete GUIDE can be found here The OOTB cascading rules for Case are not optimal for the setup that I like to use. I will try to explain why, and at the same time show what I feel needs to be done for it to work better. Keyword is Parental Relationships that we have to STOP. If you wonder what I am talking about, below is… Continue Reading Thomas...

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Dynamics 365 – Email to Case
Apr27

Dynamics 365 – Email to Case

This post is a part of a series of posts for Customer Service. The complete GUIDE can be found here The new name for this function is now called “Automatic Record Creation and Update Rules”. You find it under Service Management in the settings area. Setup I will try to explain why I believe this is the proper way to set it up, even though many of you probably will have a… Continue Reading Thomas Sandsør’s...

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Email Router Tracking – Smart Matching vs Tracking Token
Apr23

Email Router Tracking – Smart Matching vs Tracking Token

This post is a part of a series of posts for Customer Service. The complete GUIDE can be found here I am sure there are equally many opinions about the best practice here as there are for the Managed vs UnManaged discussion for solutions in Dynamics. I have my preference, and I hope it all makes sense when I am done with my blog series about Customer Service:) < h2>Why I hate Tracking… Continue Reading Thomas Sandsør’s...

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Dynamics 365 QUEUE setup with shared mailbox
Apr20

Dynamics 365 QUEUE setup with shared mailbox

This post is a part of a series of posts for Customer Service. The complete GUIDE can be found hereI assume you have a Dynamics Environment at this point. Exchange Open https://admin.microsoft.com – login with the credentials you got from the trial, or make sure you are a Global Admin to complete the following tasks. You now have a shared mailbox in Exchange. We will be… Continue Reading Thomas Sandsør’s Article on...

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Dynamics Customer Service Autonumber
Apr16

Dynamics Customer Service Autonumber

This post is a part of a series of posts for Customer Service. The complete GUIDE can be found here Why on earth did anyone think that this was a reasonable number to include in Customer Service cases? This number is way to hard to relate to, and too hard to explain why came to be. It has absolutely nothing to do with the Email Tracking Token, leaving the customer utterly confused… Continue Reading Thomas Sandsør’s Article...

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Dynamics 365 Customer Service Team
Apr14

Dynamics 365 Customer Service Team

This post is a part of a series of posts for Customer Service. The complete GUIDE can be found here I prefer to define a team with a security role when i create Customer Service solutions. The idea is that the incoming case is assigned to the Customer Service team. This way it is clear to see what cases are new and not yet assigned. NB! Reassigning Cases to a new user Out Of The Box is… Continue Reading Thomas Sandsør’s...

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Dynamics APP for Outlook has changed… But why?
Apr13

Dynamics APP for Outlook has changed… But why?

I know that change online is imminent, and is continuous. I don’t mind this, but i do mind how it’s done. I would never have noticed this if I had not created a new demo. It is a little annoying that the functionality introduced can’t be put to use in my existing environment. This rant is just because I like to keep things vanilla as long as possible. The changes we see here make it even… Continue Reading...

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Dynamics 365 Customer Service Trial
Apr06

Dynamics 365 Customer Service Trial

There are many guides out there for this exact step. I only recreated this so all the content is on one page under my control. In Private Open a browser in private mode Open Dynamics 365 Trials Click the “Sign up here” !! If you are a customer, click “no, continue signing up”. If you are a partner you should look for different places to create demos. Head on over to… Continue Reading Thomas...

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SSIS – Importing 94,883 contacts to Dynamics/CDS
Mar25

SSIS – Importing 94,883 contacts to Dynamics/CDS

This is a quick guide to the simplest form of SSIS import. I will not cover all of the amazing ETL possibilities you can do with SSIS, because I am not the correct person to set this up:) The background for this post is also trying to learn the differences between DataFlow and SSIS in regards to API stats online. The setup Install BIDS LINK HERE – If you don’t have visual… Continue Reading Thomas Sandsør’s...

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Have you checked you storage lately?
Mar23

Have you checked you storage lately?

I was wondering why my storage had spiked lately, especially because I hadn’t imported any data to dynamics. Dynamics 365 Sales1 Javascript on opportunity1 Button custom on accountDynamics Portals installedDynamics Marketing installed I would say this is a pretty standard CRM without heavy customizations. Portals and Dynamics Marketing are not standard for CRM installations yet, but… Continue Reading Thomas Sandsør’s...

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DataFlow – Behind the Scenes
Mar18

DataFlow – Behind the Scenes

I have been posting a lot from the Data Flow in Power Platform, because I needed to use it internally. So far this tool is extremely interesting, but I am not sure it is 100% clear to me how it all works. This is why i decided to import 94.000 contacts to 1 account, to see how fast/slow it was. I also wanted to monitor how much this affects the API or any other stuff in the CDS/Dynamcis… Continue Reading Thomas Sandsør’s...

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DataFlow – Set Customer lookup
Mar10

DataFlow – Set Customer lookup

I still don’t know if this is local to my tennant, but I have tried in 2 different orgs, and I always get an error with Customer field for Contact. This post is almost identical to the Set Parent Lookup, but there are some differences in the end. Setup Contact I have one Excel file with 6 contacts. They are linked to the account with number 311. The unique identifier I have on contact… Continue Reading Thomas...

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Data flow – Set parent lookup
Mar06

Data flow – Set parent lookup

This blog post is step 3 of the Data Flow setup in combination with On Premise Gateway. In the last post in imported all of our ERP accounts to the CDS database. Now I wanted to import all active projects, and connect them to the the Accounts in CDS. There are a few odd things you have to do in the setup to make this work, but I will try to outline this without being to detailed.. First… Continue Reading Thomas Sandsør’s...

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Scottish Summit 2020
Mar05

Scottish Summit 2020

Scottish summit was really impressive, and that is probably why you see everyone writing about it. There were so many sessions to attend, that it was impossible to be everywhere. That is why everyone has a different experience of the summit. That is just to say how extremely big it was! Mark Christie and Iain Connolly…. Well Done! Keynote – Jon Levesque < div...

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Dynamics 365 Email Copy Paste
Feb18

Dynamics 365 Email Copy Paste

The first request for this function was CRM 4.0, and now it is here (Release Wave 1 2020). Dynamics Copy / Paste in email is now possible, and will be released in April. Thank you Balachandar Swaminathan for finding thishttps://in.linkedin.com/in/balachandar-swaminathan-40a39020 Continue Reading Thomas Sandsør’s Article on their blog Dynamics 365 Email Copy Paste The first request for this function was CRM 4.0, and now it is...

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Timeline status is back :)
Feb12

Timeline status is back :)

I had a major rant about the timeline in the new UI HERE, but that is water under the bridge!! Small update with great impact for end users. Activate 2020 Wave 1 preview to check it out.. <div class=”wp-block-jetpack-gif”> <figure> <div class=”wp-block-jetpack-gif-wrapper” style=”padding-top:91%”> </div> </figure> </div> Continue Reading Thomas Sandsør’s...

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Giving Back
Feb10

Giving Back

So for those who know me, I still play Soccer at a fairly decent level (hence CRM KEEPER). This i a huge part of my life, and I hope it can stay that way for many years to come. This week I was in Thailand during a yearly tournament. All in all there are 10 different nations competing, and it is just a blast! If you want to see more from that, I have pictures on my Instagram:

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Field Service – Booking Template configuration
Jan21

Field Service – Booking Template configuration

There’s lots of documentation about Field Service Schedule Board but some key elements that I didn’t understand before I tried it out myself. Hitachi wrote a great post that got me on the right track, so this is more an extended version i guess. PS, I also stole the pictures from Hitachi, and hope they don’t mind. They did the hard work, I am just adding my findings:)

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CRM 2011 called and wanted the Potential Cusotmer field back!
Jan08

CRM 2011 called and wanted the Potential Cusotmer field back!

Honestly I can’t remember what year Microsoft implementet separate Account & Contact fields for Opportunity, but it has been a while. Neil Parkhurst describes the issue in his blog from 2015 So why am I fussing about it now? Well, after all these years Microsoft is still using the Potential Customer field for Field Service. The error (Accound with id Does not Exist) Did you ever… Continue Reading Thomas Sandsør’s...

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2019 review
Dec27

2019 review

I began blogging in march of 2019 to finally put my money where my mouth is. I have encouraged others to do this for quite some time, without ever doing it myself. I thought I would share what i have learned so far, and hopefully share an inspiration to someone else out there wondering if he/she should start with the same. Blogging I started off solid doing lots of blogging trying to… Continue Reading Thomas Sandsør’s...

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Timeline Old vs New
Nov01

Timeline Old vs New

In Norway we have a saying “everything was better before”. It’s commonly used to describe what old people feel when things are just moving to fast, and they don’t see the purpose of the change. The new timeline for Unified Interface has been like this for me, BUT recently things are starting to get better:) The Old 2 tasks and 2 phone calls created. Et was easy to see what type of… Continue Reading Thomas...

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Managed solutions Update vs Upgrade vs Stage
Oct09

Managed solutions Update vs Upgrade vs Stage

I haven’t touchet managed solutions for quite some time, so importing a managed solution recently surprised me:) This article is not explaining the differences in detail, but I wanted to make sure you knew there is a difference between upgrade and update. I don’t understand why Microsoft insist on recommented the way they do. I feel you need to know the project before this is a… Continue Reading Thomas...

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Are you OK? – Mental Health
Oct07

Are you OK? – Mental Health

When you finally open your eyes to new things, you learn so much more. This time it’s about Mental Health, and how important it is to respect that we all are different. I have taken the important first step. Acknowledging that there is a problem out there. Article on LinkedIn Continue Reading Thomas Sandsør’s Article on their blog Are you OK? – Mental Health When you finally open your eyes to new things, you learn so...

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Business Process Flow set Pipeline Phase
Sep17

Business Process Flow set Pipeline Phase

I was never a fan of the Business Process Flow (BPF) because of the many flaws. Sometimes I didn’t think it was easy enough, and other times not advanced enough. It simply wasn’t what I needed. In a recent project I decided to give it another go, because the customer wanted to continue with the BPF they had from their old CRM system. Opening the PBF now I see that there is so much new… Continue Reading Thomas...

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PowerPlatform Saturday Oslo 2019 – Attendee
Sep10

PowerPlatform Saturday Oslo 2019 – Attendee

Malin and Mark wrote good post detailing most of the event, but I thought I would add my personal thoughts from some of the other sessions Both Malin and Mark Smith wrote great summariesMalin MartnesMark Smith Keynote Sarah and Marius were speaking of Equal Opportunity. A highly interesting topic that is as relevant today as ever before. One slide caught my eye that I really liked…. Continue Reading Thomas Sandsør’s...

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PowerPlatform Saturday Oslo 2019 – Speaker
Sep04

PowerPlatform Saturday Oslo 2019 – Speaker

So Power Platform Oslo was a unique experience for me, since it was the first time I was on stage at a community event. Marius Agur challenged me to create a presentation that would showcase my view of Dynamics from a business perspective. I am not the most technical person, so I try to create solutions based on simplicity for the end user within a “do it yourself approach”. 3 ways the… Continue Reading Thomas...

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Flow – Create, Update or Delete trigger error
Aug20

Flow – Create, Update or Delete trigger error

At the time of writing this post Microsoft Flow will throw an error when you create this flow with the trigger Create, Update or Delete, and the flow is standalone. Error This is the following error you will see when you try to create the flow (Create, Update, Delete) without any connection to a solution. Sollution All you have to do, is open this in a solution (for the… Continue Reading Thomas Sandsør’s Article on their...

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PowerApps + CSS
Aug13

PowerApps + CSS

I know the title be a little misleading. PowerApps doesn’t support CSS as of now (maybe sometime in future), but you can create a CSS light for simple tings while we await the custom Themes for PowerApps. I find it extremely annoying when creating a large app and you need to customize visuals. If you make a change to one “screen” you have to make the same change over and over again. In… Continue Reading Thomas...

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Using Flow to copy Document Location
Aug06

Using Flow to copy Document Location

One confusing obstacle with a new CRM system, is the connection between Dynamics CRM and SharePoint. As a consultant I often have to demonstrate what is really happening behind the scenes to justify why this isn’t straight forward. We have to tell the customer about different folders, different entities etc, while they simply don’t care. They just want it to work together. One particularly… Continue Reading Thomas...

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PowerApps license change opening up for a 10$ CRM system?
Jul30

PowerApps license change opening up for a 10$ CRM system?

Power Platform is maturing rapidly, and users are really loving the new platform for citizen development. The only natural thing to do for Microsoft was to alter the licensing model now that they see how users are working with the platform. Normally I am the first one to hate on all changes, but this time I am not sure I hate it. I am actually seeing some opportunities here that I didn’t… Continue Reading Thomas...

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PowerApps Currency Formatting examples
Jul24

PowerApps Currency Formatting examples

So far I feel that currency formatting in PowerApps seems to be a little troublesome. Sure everything would be great if we all sold in $ and our offers were all huge! All of the examples out there are based on this. I needed to represent values at 1 NOK and up. In Norway we don’t use “,” for separating thousands. I am sure there are simpler ways of doing this, and I am hoping someone can… Continue Reading...

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Composite fields in PCF?
Jul18

Composite fields in PCF?

Ohhhh how I miss the Composite fields in dynamics<3 It was introduced in 2013, but was never given much love. It was one of those changes the customers loved, but always wanted to configure. This resulted in many strange javascripts that I personally refused to use. Now that the new UI is being forced upon us, the field will disappear it seems, and that is too bad. The new UI is fine, but… Continue Reading Thomas...

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CDS List Records Filter Query using Flow
Jul11

CDS List Records Filter Query using Flow

This week I needed to use the List Records function, and I realized that I had no idea how to use the filters. Thank you Jonas Rapp for creating the FetchXML Builder!! The function “Flow List parameters” saved my day:) Simple filters Let’s begin with the simple filters where I get a contact with the last name of Sandsør Test your search result with the Execute… Continue Reading Thomas Sandsør’s Article on...

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Interview – Julian Sharp
Jun28

Interview – Julian Sharp

Julian Sharp was recently in Norway to teach the App in A Day. I was one of the lucky few that got a spot in his class. Sure I have been in Dynamics since 2007 and should know it all, but that is the only once certainty. I will never know it all, and there is always something to learn from a person that has a different perspective on things. Thank you Julian for the great class, and the… Continue Reading Thomas Sandsør’s...

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PowerApps and Microsoft, Where does it fit?
Jun13

PowerApps and Microsoft, Where does it fit?

While some people say that PowerApps is Office, others will say PowerApps is Dynamics. They are both correct. Canvas Canvas apps si exactly what it sounds like, a blank canvas you create. Here you can choose where to store data: SharePoint, SQL Server, Office 365, OneDrive for Business, CDS , Excel, and many other data sources. For the ease of use I often see storage within SharePoint… Continue Reading Thomas Sandsør’s...

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On-Premise Data Gateway integration
Jun11

On-Premise Data Gateway integration

My state of mind at this moment is hard to describe, but Malin Martnes sendt me this link from Urban dictionary This is Part 2 of the Gateway SETUP The final settings This is where we left off in the last post: We need to do one config in CRM/CDS before we continue. For the integration to work we need to create a KEY for it to match on. The source doesn’t know of GUID, so… Continue Reading Thomas Sandsør’s Article on...

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