Category: Dynamics 365 Customer Engagement (CRM)

In Dynamics 365, you can automatically create records such as cases and leads from incoming emails. To do this, go to Settings->Service Management: Select Automatic Record Creation and Update Rules (note this was previously called Automatic Case Creation Rules): Select New: Enter a name and select the queue. We will select a queue called “Cases Queue”: Note the source types available. We will use Email: The case queue has an … Continue reading Dynamics 365 Record Creation and Update Rules to Convert Email to Case

To access Dynamics 365 Field Service Settings (Administration), open the Field Service app: You will see: Select “…” and then Field Service Settings: You will see the settings: Expanding the view, we can see all the Field Service settings:

In Dynamics 365, you can set the logo and colors of the organization through “themes”. To access themes, go to Settings->Customizations: Select Themes: Here you will see any existing themes in the system, as well as what is marked as the current “default” theme: To set a theme, select it and press “Publish Theme”: The system will then be updated to use that theme. Note the color differences in using … Continue reading Set Dynamics 365 Colors and Logo Using Themes

Interactive Experience dashboards in Dynamics 365 are a modern, real-time dashboard experience that allows users to view and act on data quickly and easily. In this post, we will look at the different types of interactive experience dashboards and how they are used. In Dynamics 365, there are 2 types of Interactive Experience dashboards: Single-Stream Dashboards, which support single “streams” Multi-Stream Dashboards, which support multiple “streams” A stream of data … Continue reading Using and Creating Single-Stream and Multi-Stream Dashboards in Dynamics 365

In Dynamics 365, you can schedule the publishing of knowledge articles. Let’s create a new version of an article and update the text: Now click Publish: Change Now to In The Future: Enter a future date. Note the status will be set to Scheduled. Click Publish: The article is now scheduled to publish on the selected date:  

In Customer Service Hub, you can search for knowledge articles using the quick find view: In some cases, searching for keywords may not produce any results: One thing to check in these situations is the quick find view fields have been properly configured. Open Customize the System: Select the Knowledge Article entity and go to Views. Select Quick Find Active Knowledge Articles: Click on Add Find Columns: Ensure the relevant … Continue reading Enabling Knowledge Article Search in Customer Service Hub

In Customer Service Hub or Interactive Service Hub in Dynamics 365, we can create Knowledge Base articles to help users with accessing information such as resolving cases. To access and create knowledge base articles in Interactive Service Hub, select Service->Knowledge Articles: From Customer Service Hub, select Knowledge Articles: This will open the view: From here, you can search for articles using Search for Records in the top right: For example, … Continue reading Searching and Emailing Knowledge Base Articles in Dynamics 365

In Dynamics 365, you can hide and show sections and tabs using JavaScript. In this post we will go through examples of how to do this. Let’s say on the Account form you would like to hide the Details tab when the Ticker Symbol field is empty. First, find the name of the Details tab by selecting it and clicking Change Properties: We can see it is called DETAILS_TAB: Let’s … Continue reading Hide and Show Tabs and Sections in Dynamics 365 using JavaScript

In Dynamics 365, you can maintain different versions of Knowledge Articles. Let’s say we have a published article we want to update. We are at major version 1.0 of the article: Let’s create another version of the article, version 1.1: Click OK: Let’s update the article by updating the text. We will change It’s to It is: Click Save to save the 1.1 article: At this point, version 1.0 is … Continue reading Tracking Knowledge Article Versions in Dynamics 365

When using fields in Dynamics 365 forms, you may want to reuse the same fields in different tabs, sections and locations. This can be useful if you want to show the same data in a certain location, and it can also be useful when implementing a pattern to hide and show tabs or sections with data. For example, let’s say we have an Account form that looks like below, with … Continue reading Reusing and Duplicating Fields in a Dynamics 365 Form