knowledgecenter-breadcrum

Category

Category : Dynamics 365 Customer Service

SMS Integration with Twilio Number in D365 Customer Service- Part 1

Introduction Integrating SMS functionality into Dynamics 365 can significantly enhance customer communication by providing a direct and efficient channel for engagement. Twilio, a leading cloud communications platform, offers seamless integration of SMS capabilities into Dynamics 365, enabling businesses to send automated messages, reminders, and updates directly from their CRM. The…

Configure Macros in Omnichannel to improve Agent Productivity

What are Macros? Macros are a set of sequential actions that a user performs. They enable users to perform daily operations efficiently in a fast and process-compliant manner. You can reuse macros with different sessions based on the context parameters that are specific to the session. Macros provide various connectors:…

[SOLVED] Search Not Working In Power Pages?

Problem Statement: Recently, we configured customer self-service, and when we tried to search for a knowledge article, no results were showing. The search was not working as expected. When we enter a keyword in the search field on the Support Page                  …

Agent Scripts in the omnichannel for Customer service

What are Agent Scripts in Omnichannel? Agent scripts in Omnichannel for Customer Service provide structured guidance for handling customer issues. These scripts ensure that agents share only accurate, company-approved information, helping them to be precise and efficient in their customer interactions. Agent scripts contain series of steps that will guide the…

How to create and manage Customer Service Schedule in D365 CE

What is Holiday schedules in customer service? In Microsoft Dynamics 365, you can manage schedules by creating and configuring holiday schedules within the Service Management settings. This ensures that any cases or service requests received on holidays are correctly accounted for, and the response times are adjusted accordingly. For example, If your…

How to create a routing rule set to route cases in Dynamics 365

In this blog we will discuss how to create a routing rule to automatically route the cases to queue in Dynamic 365 Customer Service.   Steps to be Followed: Login to Dynamics 365 with your credentials. Go to Customer Service admin center. From left pane under Customer Support click on…

How to Create Entitlement in D365 Customer Service

In this blog we will learn about what is Entitlement and how to create it. 1)what is Entitlement? Entitlement is a service agreement for the customer, which defines support details, including specific timeframes, the number of cases, or the duration allotted to the customer 2) How to create Entitlement?       NOTE:…

Email Storage Made Easy: Dynamics 365 Storage Saving Tips

Email Storage Made Easy: Dynamics 365 Storage Saving Tips Introduction Microsoft's latest feature allows you to migrate email descriptions from CRM to Azure Blob Storage, reducing database storage pressure. By default, emails older than 12 months are migrated, but here's the kicker - you can now decide which emails get moved!…

How to enable the enhanced email template editor in Dynamics 365?

How to enable the enhanced email template editor in Dynamics 365? To activate the Enhanced Email Template editor for your App/Environment, follow these steps: Begin by creating a new solution or opening an existing one. Then, navigate to "Add existing" and select "Setting."   Within the settings, find and enable…

Troubleshooting Convert Rules Import Issue: Entity 'workflow' with ID Does Not Exist error in D365

Troubleshooting Convert Rules Import Issue: Entity 'workflow' with ID Does Not Exist error in D365 Problem Statement We implemented D365 Customer Service for one of our clients which heavily relied on Automatic Record Creation (ARC) rules. So, there were enhancements to ARC from time to time to cater to the client’s…

D365 CUSTOMER SERVICE: CUSTOMER 360 COMPONENT

Introduction: In Dynamics 365 (D365) Customer Service, the 'Customer 360' Component provides a comprehensive view of information and enables users to edit customer data within the form. In this blog post, we will explore the process of setting up the Customer 360 Component for the Case Entity. This configuration allows…

WhatsApp Integration with Non-Twilio Number in D365 CE – Part-1

Introduction: WhatsApp with Non-Twilio Number in D365 CE is a method of integrating WhatsApp with Microsoft Dynamics 365 Customer Engagement (D365 CE) using phone numbers that are not associated with the Twilio platform. This integration allows businesses to leverage the WhatsApp Business API to send and receive messages directly from…

Create surveys using Customer Voice

Dynamics 365 Customer voice helps us to capture, analyze and act on customer and employee feedback. Dynamics 365 Customer voice surveys contains several types of questions: choice, date, Likert, ranking, rating, text, and Net Promoter Score (NPS). In our blog we will explain how to create and send survey invites…

Configure live chat with Power Virtual Agent in D365 Customer Service.

Introduction: In this blog post, we will be exploring the process of setting up live chat and chatbot. We will begin by covering the fundamentals and then move on to all the necessary steps required to configure it successfully. So, let’s get started! Licenses required: Purchase licenses from Microsoft 365…

Create Live-Chat Channel in trial subscription D365 CE

Create Live-Chat Channel in trial subscription D365 CE Introduction: In this blog, will see how to create a Live-Chat Channel in Customer Service with trial subscription. There are different Channels available for Customer Service which are listed below   Chat Chat is an engagement channel that enables your agents to…

Automatic Record Creation in Dynamics 365 when an email is received.

Summary : In this blog we will discuss how to create case in Dynamics 365 automatically when an email is received using Automatic record creation and update rules(ARC) in Dynamics Customer Service Hub. Step 1: Go to https://make.powerapps.com/ and sign-in. Select your environment and then select “Apps” from left-hand pane…

How to change view of subgrid conditionally using JavaScript?

How to change view of subgrid conditionally using JavaScript? Introduction Recently, we got a situation where we must show different fields on sub grid on a condition. We cannot hide or show fields on sub grid, but we can change view of sub grid. In this blog, I have explained…

How to open forms as popup dialog in D365?

How to open forms as popup dialog in D365? Introduction Sometimes, clients want to edit or create new record without living current page. To create new record, we can use Quick Create form. But when we open existing record, then it will leave current page and opens a form page.…

How to change main form of an entity conditionally using JavaScript?

How to change main form of an entity conditionally using JavaScript? Introduction Sometimes we need to hide or show some fields on the form according to a field value or a condition. We can do it using business rule. but when we want to hide or show large number of…