Tip #1018: Automatically create Dynamics 365 records from Social Engagement

This tip comes from Amy Pritts. Send your tips to jar@crmtipoftheday.com. One of the really cool features of Microsoft Social Engagement is the ability to automatically create records in CRM from social posts. However, you should be aware that there are several steps to make this work. To automatically create D365 records from MSE posts, […]

Tip #1011: Case subject/category code strategies

Whether you use the standard Dynamics 365 Case Subject tree, or you use an alternative method and hope that the subject tree dies, categorization of your cases is important if you want to report on them later and analyze your case history. By assigning subjects to cases, you can group cases by category, identify related […]

Tip #1007: What is the Common Data Service (CDS) today?

Much digital ink has been spilled about the Common Data Service (CDS) and the vision of what it will be in the future as the glue that connects Dynamics applications and model driven apps. But what is the CDS today? The Common Data Service is a service that provides one or more databases that include […]

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 #1003: Gamification Workflow Assemblies and Plugins

After you enable Gamification in Dynamics 365, you will notice a new category of workflow steps available to you. These workflows may be useful to you in controlling how Gamification works (such as automatically triggering KPI rollups, disabling KPI’s, etc), and some of them may be useful for other purposes (stop all running workflows). The […]

Tip #1002: Benefits of the UUI to PC users

Recently we posted about Unified User Interface (UUI) myths. Much of that, and other discussions, have focused on the additional goodies the UUI will bring to mobile users. But the benefits also go the other way–web/PC users of the Unified User Interface (UUI) will finally be able to use some of the “mobile only” functionality […]

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; […]