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 – 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:…
D365 – Configure Field Properties and Field Display Formats
Field Requirement Optional: No Impact Business Recommended: Recommended from the business point of view Business Required: Mandatory to fill Searchable A field can be searchable or not (Advanced Find, Basic…
D365 – Types of Entities
Before creating or editing entities, you should understand that there are different types of entities. Once a custom entity is created, these types cannot be changed. The two major divisions…