Author Archives: Paresh Sharma

Case Management Overview (Episode-04)

Posted on October 4, 2019 by Paresh Sharma

<– Previous Episode What is a Case? A case typically represents a situation or incident that’s reported by a customer and that requires a resolution. Cases are designed to track the process from the initial intake of an incident, through … Continue reading →

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Understand the Modern Customer Journey (Episode-03)

Posted on October 3, 2019 by Paresh Sharma

<– 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 the phone to help. Today, the support landscape looks very … Continue reading →

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Customer Service Core Components (Episode-02)

Posted on October 2, 2019 by Paresh Sharma

<– 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 service requests are typically managed in relation to an existing … Continue reading →

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Introducing Dynamics 365 for Customer Service (Episode-01)

Posted on October 1, 2019 by Paresh Sharma

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 provide to customers. Customer Engagement Overview of Customer Service Landscape … Continue reading →

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D365 – Create Alternate Keys

Posted on August 19, 2019 by Paresh Sharma

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 Account: Combination of First Name, Last Name and Email. Each … Continue reading →

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D365 – Use Rollup Fields

Posted on July 23, 2019 by Paresh Sharma

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 high priority open cases across all accounts, etc. Functions available: … Continue reading →

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D365 – Use Calculated Fields

Posted on July 22, 2019 by Paresh Sharma

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 important sections: Conditions and Actions. Example: Weighted Revenue, Contact Number, … Continue reading →

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D365 – Configure Fields

Posted on July 20, 2019 by Paresh Sharma

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 name for demonstration: Single Line of Text Option Set Multi … Continue reading →

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D365 – Configure Lookup Fields and Customer Fields

Posted on July 20, 2019 by Paresh Sharma

Lookup Fields Lookup fields are used when: You want to select a record from an existing entity When you know that field values can change anytime and are not fixed. For example: Accounts lookup field on Contacts entity Customer Fields … Continue reading →

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D365 – Implement Option Sets and Two Option Fields

Posted on July 19, 2019 by Paresh Sharma

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: Payment Terms (Advance, 7Days, 30 Days, 60 Days) Two types … Continue reading →

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