Dynamics 365 Customer Engagement
SLA – Recalculate on reactivation of cases
I have blogged a few times about capabilities around service level agreements (SLAs) within Dynamics 365 Customer Service! This time I plan to cover…
Tag: Cases
Dynamics 365 Human Resources
How to handle cases within D365 HR
I’ve wanted to write about this for a while. In one of the biggest projects I was involved in as a consultant, I got…
Dynamics 365 Customer Engagement
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…
Dynamics 365 Customer Engagement
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…
Dynamics 365 Customer Engagement
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…