Tip #1006: Case management vs. ticket management in Dynamics 365

Dynamics 365 customer service functionality includes case management, which is used for a wide variety of purposes. Many companies use Dynamics 365 for management of incidents (cases), which can be everything from a service issue, a customer complaint, or a request. Dynamics 365 cases have rich functionality, just a few examples: Hierarchical parent/child cases Queues […]

Tip #1001: Migrate Parature to Dynamics 365

Microsoft recently announced that Parature will be discontinued on May 18, 2017. To help their customers who currently use Parature, Microsoft is providing a toolkit which includes: A data migration tool to migrate accounts, contacts, cases (tickets), knowledge base articles, and files; Portal templates you can choose from to quickly deploy a modern support portal; […]

Tip #997: Mobile offline organization data download filter limitations

In Dynamics 365, you can specify an organization data download filter for entities enabled for mobile offline. From the entity customization form, check the box for “enable for Mobile offline,” then click the link for Organization data download filter. On the next screen, you will get what appears to be an Advanced Find type screen […]

Tip #994: Compare two security rules

Steve “kick the hornet’s nest” Mordue asks: Does anyone know of a tool for comparing two security roles easily? Good news Steve. There’s a Yack for that. David Yack’s fantastic Xrm.Tools has a security role explorer that allows you to easily compare two Dynamics 365 security roles, identify what is unique to each role, and […]