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How to Configure Organization Units? (Episode 06)

Let us first understand what are Organization Units:

Organization Units represent different offices your company may have. For example, you may have offices in US, UK and India. In that case you will be creating three organization units as each unit may be executing their projects.

You can create any number of Organization Unit as required. Depending on your location.

If you have just one office,…

How to Install Project Service Automation (PSA) and Sample Data? (Episode 05)

Download Sample Data

Use the following link to download Dynamics 365 for Field Service and Project Service Automation Sample Data: https://www.microsoft.com/en-us/download/details.aspx?id=56050.

Run the Executable file to extract the package

Extract the Package to for its contents

NOTE: Read the System Requirements and Install Instructions carefully.

Within the package:

You will use Dynamics 365…

PSA Process Flow (Episode 04)

Following is the process flow that you can follow in Project Service Automation:

Project Opportunity

Here you register warm leads that are interested in your project services.

Here you define product and project related information.

For example if you are implementing Business Central, you would specify the licenses and implementation fees related information or maybe the expenses…

About Project Service Automation (PSA) (Episode 03)

About PSA

Project Service Automation (PSA) provides an end-to-end project management capabilities to teams who are execution projects.

PSA is built on Microsoft Dynamics 365 Framework.

Almost all kind of projects can be managed using PSA.

You can access PSA from Unified Interface.

With PSA solution installation, Resource Scheduling is also installed. PSA lets you define the projects,…

What is Project Management? (Episode 02)

Project Management is the application of Knowledge, Skills, Tools and Techniques to Project Activities to Meet Project Objectives.

– By PMI )Project Management Institute).

The statement above is the definition of a Project Management by Project Management Institute. Let us have a look at some of the terms:

Knowledge– What you should do when a project comes and what are the different…

What is a Project? (Episode 01)

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 this definition:

Temporary Endeavour– It means that a Project will have a start and an end date. So a Project cannot just keep on going.…

How to Bulk Delete the Bulk Delete in Dynamics 365?

The bulk deletion feature helps you to maintain data quality and manage the consumption of system storage by deleting data that you no longer need. But then how do you delete the Bulk Delete logs?

Click Advanced Settings > Settings > Data Management > Bulk Delete.

In Bulk Record Deletion, click New.

In the Bulk Deletion Wizard, provide the following criteria:

Look For: System jobs

Condition:…

How to Install & Configure Language Packs in Dynamics 365?

With language Packs, users ca 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 be able to view Dynamics 365 in French Language.

Before using Language Packs, Language Pack must be enables in Dynamics 365 instance.

User can select their User…

Create and Manage KB Article Templates (Episode 22)

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 quickly.

You define the structure and purpose of the article in Article Templates (available from Service Management settings in unified…

Knowledge Base Article and Article Templates (Episode 21)

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 by Knowledge Base Search Control, Quick Find In Grids and Global Search.

NOTE: Use the new Knowledge Article Templateentity. The old Article Templates…

Merge Cases (Episode 20)

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 activities are combined under one case and remaining cases are cancelled (you need to select one case in Merge Case window).

It is possible to merge up to 10…

Implement Parent-Child Cases (Episode 19)

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 similar cases and link them as child cases. You can provide a solution to your customer and finally close the parent case and choose if you want to automatically close the associated…

Automatic Record Creation and Update Rules (Episode 18)

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 activate the rules before they can be utilized.

It is also possible to send the created record to a specific queue.

Implement Case Routing Rules (Episode 17)

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 any manual intervention.

Routing Rules can also be used for routing cases to specific queues.

Routing Rules allow users to define…

Case Resolution Process (Episode 16)

        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 of support)

Issues raised by the customer is: Not able to qualify leads in Microsoft Dynamics 365

Issue Assigned to CRM User:Kelly Krout (Support Expert) Case…

Create A New Case Record (Episode 15)

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 on Microsoft Dynamics 365 (with 30 days of support)

Issues raised by the customer is: Not able to qualify leads in Microsoft Dynamics 365

Quick Create:

On the…

Search For Case Records (Episode 14)

There are three ways to search case records within Dynamics 365:

Quick Search

Global Search

Advanced Find

In Customer Service Hub, open Cases. The following screenshot shows the three ways of searching:

For Quick Search

Search for records, say “Product”. Irrespective of the view selected, the system will display a search result with list of all the records that being with the search term. In…