Author Archives: Paresh Sharma

Automatic Record Creation and Update Rules (Episode 18)

Posted on January 1, 2020 by Paresh Sharma

Automatic Record Creation and Update Rules allow creating records automatically when specific criteria is met. The source type can be: E-Mail Phone Call Appointment Task Social Activity Service Activity Alert Subscription Invite Redemption Portal Comment Survey Activity You need to … Continue reading →

Posted in D365 Customer Engagement (CRM), D365 Customer Service, Microsoft Dynamics 365 | Tagged , , | 1 Comment

Implement Case Routing Rules (Episode 17)

Posted on December 30, 2019 by Paresh Sharma

Case Routing Rules can simplify the life of case service agents and service managers by automatically assigning cases based on specific requirements or conditions. Few Points about Case Routing Rules: Routing Rules allow assigning cases to the right resource without … Continue reading →

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Case Resolution Process (Episode 16)

Posted on December 27, 2019 by Paresh Sharma

        Scenario: The company is: Tech Quantum The customer who is dealing with company is : Adventure Works The solution/ Services that company has provided to customer is: Trained Employees on Microsoft Dynamics 365 (with 30 days … Continue reading →

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Create A New Case Record (Episode 15)

Posted on December 25, 2019 by Paresh Sharma

There are three ways to create a Case in Dynamics 365: Scenario: The company is: Tech Quantum The customer who is dealing with company is : Adventure Works The solution/ Services that company has provided to customer is: Trained Employees … Continue reading →

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Search For Case Records (Episode 14)

Posted on December 24, 2019 by Paresh Sharma

There are three ways to search case records within Dynamics 365: Quick Search Global Search Advanced Find In Customer Service Hub, open Cases. The following screenshot shows the three ways of searching: For Quick Search Search for records, say “Product”. … Continue reading →

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Manage Case List and Views (Episode 13)

Posted on December 23, 2019 by Paresh Sharma

A Case is a single incident of service raised by the customer. It can be an issue, query or a feedback. The customer service representative will work on this incident and try resolving the case. A Customer (Account or Contact) … Continue reading →

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Case Management Process Flow (Episode 12)

Posted on December 22, 2019 by Paresh Sharma

We are going to discuss the default out of the box case process flow that is there is Dynamics 365, however, you can also add new steps and change the process according to the customer needs. Following is the flow: … Continue reading →

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Important Terms in Customer Service for Dynamics 365 (Episode 11)

Posted on December 21, 2019 by Paresh Sharma

Overview Customer Service Hub for Dynamics 365 can be utilized for: Solving Issues When a customer raises an issue, this module can be used to resolve those issues. The customer may or may not have a service contract with you. … Continue reading →

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Work With Status Reason Transitions (Episode 10)

Posted on October 10, 2019 by Paresh Sharma

<–Previous Episode The status of a record helps identify where the record is in a specific process. For example, if you’re currently working on a case in the system, the case is considered to have a status of Active. After … Continue reading →

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Case Management Work With Cases Scenarios (Episode 09)

Posted on October 9, 2019 by Paresh Sharma

<–Previous Episode Let’s see how case management features can be used to resolve a case that a customer has submitted. Nancy Anderson is a customer who works for a company named Adventure Works. She calls a central dispatcher to report … Continue reading →

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