Teams Chats inside Dynamics 365

Dynamics 365 now includes several Teams collaboration options, one being the ability to enable chats directly inside Dynamics 365. In this video I demo how to use and setup this new feature.

Dynamics 365 Customer Service SLAs and Cloud Flows

Within Dynamics 365 we can use SLAs in the customer service app. Each SLA item can trigger a Power Automate Cloud Flow to complete any actions we wish to implement when a warning, failure, or success status is reached. This is great but I’ve found maintaining the Flows can become cumbersome. In this post I will explain an alternative approach.

View Records shared with an “Access Team”

I had a really simple requirement the other day but it took me time to work out the solution! So I thought I would describe my challenge and the solution …. in an attempt to help others. In this post I will explain how to create a view of records shared with from an access team.

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.

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.

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.

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!