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.
Microsoft have published a tool to help us migrate service level agreements (SLAs) created in the old web client to the newer style SLAs we find in the Unified Interface. In this blog post I will explain what is involved.
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?”.
The April 2020 release wave of Dynamics 365 includes an updated approach to SLAs. In this post I will explore how to create the “new style” Service level agreements.
I have commonly used the schedule board with Dynamics 365 Field Service or Project Service to schedule work orders or project tasks. But recently I’ve had a couple of requirements to schedule custom entities. This is possible using Universal Resource Scheduling. (URS) In this post I’ll explain my initial experiments with URS, if you are considering making use of URS then hopefully the information here may be of use.
I have recently started to experiment with Forms Pro, in this post I will explain my initial tests and provide a few observations on my opinions so far.
This post is about Brexit, Dynamics 365, leopards and my 2018!
I recently gave a short presentation about Gamification at a D365UG event in Birmingham. As part of my preparation I recorded my presentation, so everyone can watch it.
Microsoft Social Engagement (MSE) is a great tool, it provides us with the capability to connect with Dynamics 365 and use record creation rules to create leads, cases (and more). In this post I will examine how to leverage this functionality.
I recently configured the mobile offline capability for Microsoft Dynamics 365 for phones and tablets. This post describes the process and highlights a few challenges I needed to resolve.