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Dynamics 365 contains customer service entitlement and service level agreement functionality. To configure this, go through the following steps. First, open the Customer Service App in Dynamics 365: You will see: Select Settings, then under Business select Service Management: You will see below. Select SLA for Service Level Agreements: Select New: Note the options: We will select: You will see below. Note the options for the SLA type: Standard. Note … Continue reading Configuring Entitlements and SLAs in D365 Customer Service

Customer Service Hub for Dynamics 365 is a Dynamics 365 version 9.0+ upgrade of the Interactive Service Hub. The new Customer Service Hub is built on the Unified Interface for Dynamics 365 that is designed to provide a consistent experience across devices such as browsers, tablets and phones. To select the CSH, in your organization click on Dynamics 365 and then All Apps: Then select Customer Service Hub: Alternatively, from https://home.dynamics.com … Continue reading Dynamics 365 – Introduction to Customer Service Hub

In Dynamics 365, setSubmitMode allows you to define for a field whether it is saved to the database. For example, let’s say on the Account we do not want the Phone field saved when the user presses save on the form. To do this, we can create a web resource and add it to the OnLoad event of the Account form. Note there are 3 options: never always isdirty We … Continue reading Dynamics 365 – setSubmitMode in JavaScript

In Dynamics 365, you may want to call a workflow directly from JavaScript. This can be achieved using the WebAPI. Let’s say we have a workflow as follows, that creates a task on the account: For the sake of the demo, we will hardcode the Workflow Id and Account Id. Copy the Workflow Id from the URL: Now create an account: Get the Id of the account: Now the code. … Continue reading Calling a Dynamics 365 Workflow through JavaScript

In Dynamics 365, you can view a history of processes on each record form. However, this may not be available on a given entity out of the box. We will do this on the Account form. First, open the form in design mode and click on Process Sessions: This will display available options, including Background Processes. Note you can also enable the real-time Process Sessions option here: Drag Background Processes … Continue reading Add Background Processes to Process Sessions in D365 Form

In Dynamics 365, once you have created a workflow, you can view the workflows that have run against records. Let’s say we have a workflow that runs on an Account, which creates a Task on creation. There are a few ways to check this workflow. Note this workflow is set up as a background workflow. First, go to System Jobs. Filter by Started On: We can also filter the entity … Continue reading View Workflow Process History in Dynamics 365

North52 has a Quick Button App that allows you to add buttons to Dynamics 365 forms. In this post we will go through adding one of these buttons. First, install the North52 Quick Button App. Next, we will create a formula that sets a field on the Account. We will set the Description field of an Account to “Important customer”. Note there are many better uses for North52 formulas but … Continue reading Using a North52 Button in Dynamics 365

The North52 Quick Button App allows you to buttons to Dynamics 365 forms, which can then be used to trigger North52 formulas. The App comes in a Dynamics 365 solution. To install the solution, go to: https://www.north52.com/apps/button-app/. Note, ensure North52 BPA is already installed. Select Download this App: Enter your email address and select Request App Download Link: Click on the link to download the solution: Go to Dynamics 365 Solutions … Continue reading Installing the North52 Quick Button App