• Enhancements in Dynamics 365 Customer Service Queue

    Dynamics 365 Customer Service introduces enhancements in Queue that helps to organize, prioritize, and monitor the progress of your work. Queues are the containers used to store anything that needs to be completed or requires an action. By default, a queue is created for each user and team, also use this default queue to track all your work items, set up queues to reflect your organization's structure, business processes.


    Go to Service Management > Queues > New. You can provide the input fields of Name (E.g. Group Calendar), Type (E.g. Private), Incoming Email (E.g. Powerportals@swighub.onmicrosoft.com). Click on Save.


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  • Integrating Dynamics 365 Dashboards with Power BI

    The following is a detailed process of integrating Dynamics 365 Dashboards with Power BI.
    Login to CRM Instance. Select Settings > Administration > System settings.

    Click on Reporting tab where you can enable the Set whether users can embed Power BI visuals radio button. Click OK.

    Sign into Power BI application using CRM credentials.

    Select Get data > Get button under Services.

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  • How to Create a Power App Using Excel Data in OneDrive?

    The following is a detailed process of creating a power app using excel data in OneDrive.
    Create an excel file and select the option “Format as Table” from the ribbon. Then select any sample option and enter each column header as Product ID, Product Name, Product Cost and Product Owner. Save this file.

    Go to OneDrive. Click Upload to upload the excel file that you have just created.

    Login to Power Apps. Click Create button > Other data sources under Start from data.


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  • Create and Manage Entitlements

    In Dynamics 365 Customer Service, a user can define what kind of support that their customers are eligible for by creating the Entitlements.
    Entitlements: An entitlement is the actual agreement that defines the specific support details that are provided to customer. A typical entitlement specifies the support term based on number of hours or number of cases, coverage period, supported channels, and products that are covered.
    Entitlement channels:  Customers are offered with one or more channels which specifies the support levels.


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  • Enhancements in Service Level Agreements

    Service level agreements (SLAs) help administrators define a contractually agreed-on target level and key performance indicators (KPIs) that track the success and failure of SLA metrics. Administrators can leverage the various out-of-the-box actions available with Microsoft Power Automate to easily configure actions, such as success, failure, and warning actions for SLAs.

    Go to Change area in Customer Service hub > Service Management > SLA KPIs in which list of Active SLA KPIs are displayed. Click on New

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  • Customer Service App Available for Users with Team Member License

    Customer Service Team Member is a new app module enables the limited set of use cases provided by the Team Member license for employee self-service. Employees can create cases for their problems such as laptop issues, HR queries, and administrative needs, and interact with agents through the commenting feature.

    Go to Power Platform admin center. Click on Dynamics 365 under Admin centers.

    You will be redirected to the page of Manag

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  • Power BI Embedded component in portal designer

    Power BI Embedded as a first-class component in portal designer experience aims to simplify integration and abstract the liquid tag complexity and similar to Forms and List. User can easily add require Power BI report or dashboard in portal by using the portal designer property panel, without worrying about the liquid code.

    Go to power Apps portal admin center. Click on Set up Power BI integration>Enable Power BI visualization.

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  • Save standardized PDF documents to Dynamics 365 Sales or Microsoft SharePoint

    Dynamics 365 Sales made easier to collaborate PDF-generated document by saving it directly in Dynamics 365 Sales as a Notes attachment or in Microsoft SharePoint.
    Professional-looking PDF files for sales records can be created and shared by using a standard template from your organization to generate the PDF file. It supports entities such as Account, Contact, Lead, Opportunity, Order, Quote, and Invoice.

    SharePoint Configuration
    Click on Settings > System > Document Management.

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  • Support for additional entities in global search

    Global search helps users quickly search information across multiple record types. Users can already search across webpages and files, knowledge articles, blog and forum posts, ideas, and cases. It supports additional entities, including custom ones, helps customers extend global search to more record types for their users.
    This especially helps customers derive more value from global search in Power Apps portals built from blank using starter portal template.

    Go to Power Apps portal and select your Portal(E.g. CustomPortal) > more commands (…) > Settings.

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  • Easier selection of email templates

    Dynamics 365 Sales automates data entry in emails by mapping template text to field data and automatically fills values in emails. Standardized content of email templates effortlessly - unifying communications by crafting common messages across the organization and improving productivity.

    Administrative Settings to create Prebuilt Email Templates:
    Click on Settings > Templates > Email Templates.

    You will be redirected to the window of Email Templates list. Click on New.


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