• Scheduling in Field Service

    Dynamics 365 Field Service scheduling is the process of assigning the right job to the right field technician, at the right time i.e., assigning work orders to closest field technicians in the area using scheduling tools.

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  • Creating a Bookable Resource in Dynamics 365 Field Service

    A bookable resource in Field Service is anything i.e., people (User, Contact), equipment and physical spaces (facilities) that can be scheduled.

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  • Work Order Creation in Dynamics 365 Field Service

    A work order in Dynamics 365 Field Service has information on what work needs to be done. It is used to coordinate and schedule resources and activities. Also, used for different types of works such as installations, repairs, or preventive maintenance.

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  • Canvas App Integration to Teams

    The following is a detailed process of integrating Canvas App to Teams.

    Go to Power Apps. Select  Apps > App (E.g. Total Serv PRO) > more commands > Add to Teams.

    You will be redirected to the Pop up window on right side where click on Download App button to download the app and save it in your local computer.

     

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  • 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.

    Functionality:

    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.
    Configuration:
    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.
    Configuration:
    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.

    Configuration:
    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.

    Configuration:
    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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