Case Management Overview (Episode-04)
<-- Previous Episode What is a Case? A case typically represents a situation or incident that's reported by a customer and that requires a resolution. Cases are designed to track…
Understand the Modern Customer Journey (Episode-03)
<-- Previous Episode Service has changed drastically over the last five to ten years. In the past, a customer would call and be put on hold until somebody picked up…
Customer Service Core Components (Episode-02)
<-- Previous Episode Now we'll look at the basic record types that are used for service management. Types of Records Customer records: In Microsoft Dynamics 365 for Customer Service, customer…
Introducing Dynamics 365 for Customer Service (Episode-01)
Customer service is a key aspect of any customer relationship management strategy. Microsoft Dynamics 365 for Customer Service has many features that organizations can use to manage the services they…
D365 – Create Alternate Keys
Alternate Keys facilitates two functions inside Dynamics 365: Duplicate detection based on a combination of fields. Integrating Dynamics 365 with existing systems, using SDK. For Example: Duplicate detection rule for…
D365 – Use Rollup Fields
Rollup Fields rollup information from the related records (or in other words, it aggregates value of related records). Example: Total estimated revenue of open opportunities of an account, Number of…
D365 – Use Calculated Fields
Calculated Field allow you to automate manual calculations used in your business. Calculated field comprises of calculations that use fields from current entity or related parent entity. It has two…
D365 – Configure Fields
Following are the screenshots of how you can configure fields of different data types in Dynamics 365. In this example, we have use the data type name as the field…
D365 – Configure Lookup Fields and Customer Fields
Lookup Fields Lookup fields are used when: You want to select a record from an existing entity When you know that field values can change anytime and are not fixed.…
D365 – Implement Option Sets and Two Option Fields
Option Sets Option Sets allow you to create a number of choices to select in a field Option Sets are used when the choices are limited and known For example:…
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