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 a specific requirement that frequently arises …. as we often need to understand the impact on our SLA when re-opening a resolved case.

Delete Dynamics 365 Data – Based on an import “Hack”!

I recently saw a “trick” with Dynamics 365 that I thought was quite cool. So, I decided to document it in a blog post. This must be a reasonably common scenario! Our sales team want to purge the system of some old contacts. They were given a spreadsheet listing all the existing data. And people marked the ones that needed to be deleted. Great! But how do I easily remove these contacts from our Dynamics 365 instance.

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.

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.

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 might be useful to document the process.

Dynamics 365 Outlook App – Control which entities that can be set regarding

I recently got asked a simple question but one I didn’t immediately know the answer for! As I had to research the answer I thought a blog post might help anyone who is presented with a similar question. That being …. “In the Dynamics 365 App for Outlook we can track emails as being regarding a standard set of entities. What if we want a remove entities from this list or add custom ones?”.