Category: Dynamics 365 Customer Engagement (CRM)

Interactive Service Hub is a feature in Dynamics 365 designed specifically for optimized customer service. Interactive Service Hub can be accessed by going to Settings->Interactive Service Hub: This will open: You can change the dashboard: And the time frame: Select charts: And apply filters: Selecting a case opens: You can switch the view from stream view to tile view: Change the view to My Knowledge Dashboard: The following entities are … Continue reading Dynamics 365 Interactive Service Hub

Dynamics 365 has functionality for hierarchies. This is useful when you have records that fall into a parent-child scenario, such as accounts and parent accounts. We will go through setting up these hierarchies in Dynamics 365. If you navigate to an entity such as the Account entity, you will see a Hierarchy Settings section. This displays the hierarchy if one has been set up: Editing the Account Hierarchy, we see … Continue reading Dynamics 365 Hierarchies

When you create personal charts, you can share them with other users. To do this, first ensure the user is assigned a security role with the User Chart set. Open the security role and go to Core Records. For User Chart, select the required permissions, i.e. create, read, write, and especially share: Now, we will create a personal chart. Select the ellipse and Share: Assign the chart permissions.  You can … Continue reading Sharing Personal Charts in Dynamics 365

In Dynamics 365, there are mobile apps you can download and use for your tablet and phone. To download the apps, head to the app store for your device: Windows Apple iOS Android Install the app, and you will be presented with a login screen: Enter the URL to your organization. You will see a welcome message: And you will then be able to enter your username and password At … Continue reading Dynamics 365 Mobile Apps

In Dynamics 365, we can set the image of certain entities, for example below we can see there is a photo of a contact record: Only certain out of the box entities can have entity images. These are below. Note the asterisk means enabled by default: Account * Campaign Competitor * Connection Contact * Contract EmailServerProfile Goal Incident Invoice KbArticle Lead * Mailbox Organization OpportunityProduct Product * Publisher * Queue Resource … Continue reading Setting and Using Entity Images (Pictures) in Dynamics 365

Dynamics 365 can be extended using JavaScript, or specifically JScript, Microsoft’s naming of the language. JavaScript can be used on different events in Dynamics 365, including: Opening of forms, by adding a JScript Web Resource to the form and then having it run OnLoad. Saving of records on forms, by adding a JScript Web Resource to the form and then having it run OnSave. On a field changing, by by adding … Continue reading Introduction to using JavaScript in Dynamics 365

To create users in Dynamics 365, sign in to the Office portal and Add a User: Enter the user information and assign a license: The user will be added with a password displayed and the option to send the user an email. Now, from Dynamics 365, the new user will appear under Users. Note this may take a few minutes to appear: You can now assign security roles to allow … Continue reading Creating Users in Dynamics 365

You can backup and restore Dynamics 365 databases through the Dynamics 365 Admin Center. To do this, go to the Admin Center and select Backup and Restore: Choose the organization to back up and select New backup: Enter a label and any notes and click Create: You will see the backup listed with a Creating status: Once complete the status will be Available. From here you will be able to … Continue reading Backup and Restore Dynamics 365 Databases

Dynamics 365 releases updates at different frequencies depending on the type of the update. Minor updates may occur during any given month. This includes updates to the service but not the database. Alerts are provided in the Admin Message Center and through email. The updates will occur automatically. Set monthly updates, which may include database changes. These will be tracked by a knowledge base article and the set time of … Continue reading Dynamics 365 Online Release Cycle

To install Relationship Insights, go to the Dynamics 365 Administration Center. Select Dynamics 365 Relationship Insights and click Manage: You will see the screen below. Select your Dynamics instance and click to install: You will see the message below: