If you’ve worked on any projects for Customer Service, and Case Management, or you are responsible for this specific area within your organisation, you likely set up a holiday schedule and customer service schedule and then forgot about it. It’s likely going to be an area you look at once or twice a year. Adding … Continue reading Adding Customer Service & Holiday Schedules in Dynamics 365 UI

If you haven’t already done so, if you use Dynamics 365 Customer Engagement, you SHOULD be using a Unified Interface App of some kind. If you are a System Administrator, you know that to get to administrator type things (technical term 😉 ), you are hopefully going to the Power Platform Admin centre. If not, … Continue reading Accessing Admin Areas From A Unified Interface App

I recently came across a situation with a client using a Unified Interface app and using email templates on emails sent from cases. When creating an email and choosing the insert template option, there was just no way to find and pick from the case related email templates that should have been available. Although this … Continue reading Issues Selecting Email Templates For Regarding Entities

Last week I was lucky enough to be able to attend the User Group Summit event in Amsterdam. Not only that, I had a session that I presented all about Power BI (you can see it here in video format if interested in that kind of thing!). So, what do I know? Primarily, I am … Continue reading Don’t ‘Stay In Your Lane’

If an organisation offers a service, it could be that a tiered service structure is available. So, for example, the Bronze package could give 5 cases a year, Silver could be 25, with a Gold or Platinum package allowing your client to raise 50 cases a year. Depending on the nature of a business, it … Continue reading Understanding Case Entitlements

Creating email signatures for emails sent from Dynamics 365 is really straightforward for each individual user. It’s something each person has the ability to do for themselves. However, what if you are using queues for sending out emails? Perhaps you have a Customer Service or Support Team queue. How do you go about having a … Continue reading Using Queue Email Signatures

An organisation using Dynamics 365/CRM and selling products or services is most likely using price lists to do so. Starting off with a default price list gives you a set of prices to generate opportunities, quotes and orders effectively. This is fine if everything you sell is the same price for each client, but if … Continue reading Creating Client Price Lists From A Default List

Some may argue (and they have! 🙂 ) that tax should never be calculated in Dynamics 365, and should only be used in a finance package. I would tend to agree from the point of view of an order/invoice, but a sales organisation using D365 is probably using the Opportunity & Quotes entity and needs … Continue reading Calculate Total Tax On Opportunities, Quotes & Orders From Related Line Items

If anyone has ever used Word Document Templates in D365 you will know that they are really useful in many circumstances. You don’t need to be a developer or someone who knows SSRS to create them, and your end users can get really helpful documents out of the system when needed. Sending out Quotes is … Continue reading Displaying Product Codes On Word Document Templates

In Part One of this topic we looked at using the manager field on a User to allow for filtering of data, and adding users to teams to make it easier to share views, charts and dashboards. What if we want to use Teams for reviewing data and not just sharing things? And how about … Continue reading Using Teams & Managers To Manage Records – Part Two