Canvas App Integration to Teams
MTC’s CRM Engineering Blog
by
4y ago
The following is a detailed process of integrating Canvas App to Teams. Go to Power Apps. Select  Apps > App (E.g. Total Serv PRO) > more commands > Add to Teams. You will be redirected to the Pop up window on right side where click on Download App button to download the app and save it in your local computer. Go to Microsoft Teams app & login as Teams administrator. Click on Apps (i.e., App store) button as shown.   You will be redirected to the window of Apps where click on Upload a custom app. Then, browse the app(which saved earlier in local computer) to upload. C ..read more
Visit website
Enhancements in Dynamics 365 Customer Service Queue
MTC’s CRM Engineering Blog
by
4y ago
Dynamics 365 Customer Service introduces enhancements in Queue that helps to organize, prioritize, and monitor the progress of your work. Queues are the containers used to store anything that needs to be completed or requires an action. By default, a queue is created for each user and team, also use this default queue to track all your work items, set up queues to reflect your organization's structure, business processes. Functionality: Go to Service Management > Queues > New. You can provide the input fields of Name (E.g. Group Calendar), Type (E.g. Private), Incoming Email (E.g. Powerp ..read more
Visit website
Create and Manage Entitlements
MTC’s CRM Engineering Blog
by
4y ago
In Dynamics 365 Customer Service, a user can define what kind of support that their customers are eligible for by creating the Entitlements. Entitlements: An entitlement is the actual agreement that defines the specific support details that are provided to customer. A typical entitlement specifies the support term based on number of hours or number of cases, coverage period, supported channels, and products that are covered. Entitlement channels:  Customers are offered with one or more channels which specifies the support levels. You will be redirected to the page of New Entitlement whe ..read more
Visit website
Enhancements in Service Level Agreements
MTC’s CRM Engineering Blog
by
4y ago
Service level agreements (SLAs) help administrators define a contractually agreed-on target level and key performance indicators (KPIs) that track the success and failure of SLA metrics. Administrators can leverage the various out-of-the-box actions available with Microsoft Power Automate to easily configure actions, such as success, failure, and warning actions for SLAs. Configuration: Go to Change area in Customer Service hub > Service Management > SLA KPIs in which list of Active SLA KPIs are displayed. Click on New.   You will be redirected to the page of   ..read more
Visit website
Customer Service App Available for Users with Team Member License
MTC’s CRM Engineering Blog
by
4y ago
Customer Service Team Member is a new app module enables the limited set of use cases provided by the Team Member license for employee self-service. Employees can create cases for their problems such as laptop issues, HR queries, and administrative needs, and interact with agents through the commenting feature. Configuration: Go to Power Platform admin center. Click on Dynamics 365 under Admin centers. You will be redirected to the page of Manage your Dynamics 365 instances where select the instance in which you want to install the Team Member app > edit icon beside Solutions. You will b ..read more
Visit website
Contextual email communication
MTC’s CRM Engineering Blog
by
4y ago
Dynamics 365 Sales with Outlook enables Sales teams to compose email within the context of the record currently working on, navigate between records, multiple active draft emails open simultaneously, preview the content before sending, add attachments, and use email templates to optimize commonly used tasks. The email with non-blocking pop-up window gives salespeople to compose more thoughtful emails to their customers and improve the quality of engagement. Configuration: From the Sales Hub, go to change area and select App Settings. Then you will see a list of options in the Site Map. Selec ..read more
Visit website
Easier selection of email templates
MTC’s CRM Engineering Blog
by
4y ago
Dynamics 365 Sales automates data entry in emails by mapping template text to field data and automatically fills values in emails. Standardized content of email templates effortlessly - unifying communications by crafting common messages across the organization and improving productivity. Administrative Settings to create Prebuilt Email Templates: Click on Settings > Templates > Email Templates. You will be redirected to the window of Email Templates list. Click on New. Then you will be redirected to Popup window of Email Template Type. In the drop you will notice Global and other ent ..read more
Visit website
Configurable Case Resolution Page
MTC’s CRM Engineering Blog
by
4y ago
Dynamics 365 Customer Service supports customization of the Case Resolution dialog box which helps managers identify recurring issues and proven resolution patterns to inform other incident responses. The updates of case resolution main form dialog box provide customers with additional functionality to support case resolution entities and edit the dialog box. It provides a powerful construct to expand the case resolution entity to support business needs that enable users to add and remove fields instantly without writing a single line of code. It is involved with four steps are as follows: St ..read more
Visit website
Agent productivity enhancements to knowledge capabilities
MTC’s CRM Engineering Blog
by
4y ago
2020 Release Wave 1 update in Dynamics 365 Customer Service has introduced enhanced agent experience for easily accessing knowledge articles for addressing customer queries and issues. The improved filtering and sorting options will enhance agent productivity. Additionally, agents can now do Knowledge Base Search outside of case entity offering them more flexibility and control.   Configuration: From change area section in Customer Service Hub, go to Service Management > Embedded Knowledge Search. Select the Record Types on which you would like to configure Embedded Knowledge Search an ..read more
Visit website
Dynamics 365 Sales Feature #4: Automatically create and update records
MTC’s CRM Engineering Blog
by
4y ago
The new enhancement in Dynamics 365 Customer Service will enable a new record creation administration experience in Unified Client Interface. Records can be created or updated from incoming activities such as emails, social activities, and custom activities. This new experience uses Microsoft Power Automate and provides an easy-to-use interface to create or update conditions and actions. This feature will channel external data into the Common Data Service platform and significantly improves the efficiency of your sales, marketing, and service teams while increasing the quality of your data. It ..read more
Visit website

Follow MTC’s CRM Engineering Blog on FeedSpot

Continue with Google
Continue with Apple
OR