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…
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…
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 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? 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 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…
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…
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…
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…
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 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…
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? 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? 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? 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…