Tag Archives: dynamics 365

What is a Project? (Episode 01)

Posted on March 26, 2020 by Paresh Sharma

A Project is a Temporary Endeavour undertaken to create a Unique Product, Service or Result. – By PMI )Project Management Institute). The statement above is the definition of a Project by Project Management Institute. Let us understand few words from … Continue reading →

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How to Install & Configure Language Packs in Dynamics 365?

Posted on February 1, 2020 by Paresh Sharma

With language Packs, users can view Dynamics 365 User Interface in the Language that is different from the base language. For example, if English is the base language, its possible to install a French Language Pack and then users will … Continue reading →

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Create and Manage KB Article Templates (Episode 22)

Posted on January 9, 2020 by Paresh Sharma

Setting up a comprehensive knowledge base is the key to increased customer satisfaction and improved productivity. A knowledge base is created to help the customer service reps with solutions to the most common issues, so that they can assist customers … Continue reading →

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Knowledge Base Article and Article Templates (Episode 21)

Posted on January 7, 2020 by Paresh Sharma

Knowledge Base is a collection of articles that are used by the service team to solve customer cases or provide information. An Article Template provides structure and determines how the Article is displayed to users. An article can be searched … Continue reading →

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Merge Cases (Episode 20)

Posted on January 5, 2020 by Paresh Sharma

There might be a situation where multiple cases are related to the same issue; In such cases instead of handling them individually, you can merge those cases and provide the solution. Note the following points: When merged, all the open … Continue reading →

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Implement Parent-Child Cases (Episode 19)

Posted on January 4, 2020 by Paresh Sharma

You might face situation where you receive similar cases and you would not like to pay attention to each case as since the nature of these cases are similar. In such a situation you can create a parent case, identify … Continue reading →

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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 →

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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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