• 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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  • Contextual email communication

    Dynamics 365 Sales with Outlook enables Sales teams to compose email within the context of the record currently working on, navigate between records, multiple active draft emails open simultaneously, preview the content before sending, add attachments, and use email templates to optimize commonly used tasks. The email with non-blocking pop-up window gives salespeople to compose more thoughtful emails to their customers and improve the quality of engagement.

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  • Portal Checker enhancements

    The Portal Checker tool checks portal configuration, identifies potential configuration problems, and provides solutions that help resolve portal issues. Portal customizers and administrators can use this tool to quickly resolve common issues and reduce the amount of time spent on diagnosing issues.

    Go to Power Apps Portal page. Select more commands (…) > Settings.


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  • Automatically create and update records

    The new enhancement in Dynamics 365 Customer Service will enable a new record creation administration experience in Unified Client Interface. Records can be created or updated from incoming activities such as emails, social activities, and custom activities. This new experience uses Microsoft Power Automate and provides an easy-to-use interface to create or update conditions and actions.

    This feature will channel external data into the Common Data Service platform and significantly improves the efficiency of your sales, marketing, and service teams while increasing the quality of your data. It supports activities such as Email, Social activity, Task, Phone call, Appointment, Service activity, Custom activity for creating records.

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