Introduction As we already know the Subject table is used to create a hierarchy of topics to organize and maintain information and categorize service Cases, Knowledge Base Articles, and Products in Dynamics 365 CRM. In recent 2021 Wave 2 release, new user experience on Subject table has been introduced i.e. a new subject control –… Read More »
Introduction: Earlier, whenever there was a need to add new columns or remove columns from the home grid of any entity you had to perform a series of steps like navigating to customization, choosing the entity, adding the columns and then publishing it. Now, with just one click on the setting in the model-driven apps,… Read More »
Introduction: In the new 2021 release wave 2, Microsoft has introduced a new Unified Interface dialog experience using which users will be able to share rows easily. Let’s check out! Go to the table’s home grid and select the rows that you want to share. For example, I have selected Account table rows as shown… Read More »
Introduction As we know, we can pause and resume the SLA based on the Status Reason field of an entity by configuring Service Management settings. Here, you can see the below screenshot from Service management>>Service Configuration Settings But this option was only limited to the “Status Reason” column of any entity. If you wanted to… Read More »
In the earlier post, we had a look at the Customer Service workspace app with its Smart assist feature. In this part we will have a look at the capabilities to assist the agent and aid them with the help of Agent Scripts and Macros. Agent Scripts: These could be used to provide the agents… Read More »
As part of the 2020 Release Wave 2, you would have already most likely seen a new Customer Service App added to your environments, the Customer Service workspace app. * This app requires Customer Service Enterprise subscription: Ref This app is a Customer Service APP with multi-session capabilities. It is not the first app that… Read More »
Introduction The 2020 release of Wave 2 for Dynamics 365 brings new innovations that provide you with significant capabilities to transform your business. Microsoft enhanced some features in 2020 release wave 2 and made them user friendly and easy to access. .I have mentioned some of them below. Switching the App Wave 1 – By… Read More »
Introduction In the 2020 wave 2 release, Microsoft has released some interesting new features which are now available for early access, among them one feature is customizing the timeline for the below new features. Expand the timeline records by default. Hide “What you’ve missed.” Hide status tags. Show email as Conversation or as individual messages.… Read More »
Introduction In this blog we will see how we can directly collaborate with Dynamics 365 CRM entity records from Microsoft Teams in Dynamics 365 CRM Wave 2. Note: Files will be synced between Dynamics 365 CRM and Microsoft Teams. Scenario: For example, we usually do meetings with clients on Teams. Here, whenever we had call… Read More »