Tip #1292: Use the Route Case field

A hand plugging a wire into a network router

In customer service deployments, you can wind up with a bunch of different business processes. Sometimes these processes can conflict. For example: Workflows and flows to route cases created through the user interface Routing rules to automatically route cases created by workflows and auto create rules Auto record creation rules to create cases from emails […]

Tip #1274: My auto record creation rule isn’t creating cases

Two brown goats with crossed horns

Yesterday an old friend stopped me with a question. How old is he? He knows how to update an isv.config file. He had an email enabled queue set up and incoming emails were being created in the queue, but his auto record creation rule wasn’t turning the emails into cases. I asked him to check […]

Tip #1065: How to get clean Customer Service trial

Mess

When Neil “Agile” Benson installed a new Customer Service trial, he got more than he bargained for: Trial Site Map Customization, FreeTrialBaseSolution2, Trial for Field Service, Trial of Microsoft Dynamics 365 for Project Service Automation, etc. And he didn’t select or want Field Service or Project Service Automation apps added either. Why does the trial […]

Tip #1021: Everything is an app

Apps everywhere

If you provisioning a trial and accidentally or deliberately missed the checkboxes enabling Customer Service, you will end up with Dynamics 365 instance with the “facelifted” Web UI but nothing else. Where’s the much tooted Universal User Interface (UUI) that was meant to replace Interactive Service Hub in the version 9? Well, it’s simply not […]

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 #718: Tipster guide to Dynamics CRM and Machine Learning – Part 2

Robot suggestions

In this video we expand on the Machine Learning topics from the previous video. We show you how to configure Topic Analysis on Knowledge Articles, for better analysis for cases from inside CRM. Give us your feedback, all of it: good, bad, and ugly, I’m sure we can take it. Suggest new topics either in […]

Tip #713: Tipster guide to Dynamics CRM and Machine Learning – Part 1

I am robot

In the video, we look and some of the new Machine Learning options currently in Preview as part as Update 1 for 2016. In this first video we explore how to setup and configure the Text Analytics feature, and how to use it for Article Suggestions. Give us your feedback, all of it: good, bad, […]