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 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 needed to configure my USD application to send an email based on a template. Here is how I achieved this.
The situation I faced was that I wanted a toolbar button that would send an email to a customer associated with a case. This email was to contain details of a support case I have found in the knowledge base.
The problem I faced was connected with mark as complete on the phone call within Unified Service Desk (USD) for Microsoft Dynamics 365. The issue being that you need the form to refresh after completing a phone call as only then is the user presented with the read-only / completed version of the phone call. I describe the solution in this post.
Recently I’ve created a series of videos aimed at anyone trying to understand the basics of Project Service Automation (PSA) for Microsoft Dynamics 365. Think of this post as the box set for that series! As, its a collection of the episodes that make up the entire series.