At Your Service

This episode is brought to you by mscrm-addons.com. 

In this week's episode, Shawn & Prudence talk about Price Lists, Price List Items and Discount Lists!

This episode is brought to you by mscrm-addons.

Check out this episode of the Weekly Dispatch on YouTube at https://youtu.be/xhYRXv6pchk

Music: www.purple-planet.com

Welcome to the Weekly Dispatch!

This episode is brought to you by Maplytics by Inogic.

This is the web series which delves into features and functions with Dynamics 365 with a focus on how they interact with the Service applications (Customer Service, Field Service & Project Service Automation). In the first episode of the Weekly Dispatch,

Shawn (@crmhobbit) discusses the Product Catalog in Dynamics 365 Customer Engagement! Topics such as Product Bundles, Product Families, Unit Groups, Units and Product Properties are reviewed with practical examples to help cement understanding.

This episode is the foundation for the Product Catalog series which will continue over the upcoming weeks. We look forward to your comments and reactions to the series!

For more information on the Product Catalog, visit the link below: https://docs.microsoft.com/en-us/dyna... - Set Up a Product Catalog (Microsoft Docs)

This episode is brought to you by mscrm-addons.com.

Topics in this episode:

• Knowledge management templates https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/create-templates-knowledge-article
• Knowledge management search and rendering enhancements https://docs.microsoft.com/en-us/dynamics365-release-plan/2019wave2/dynamics365-customer-service/knowledge-management-enhancements
• Timeline usability enhancements https://docs.microsoft.com/en-us/dynamics365-release-plan/2019wave2/dynamics365-customer-service/timeline-usability-enhancements
• Mixed reality guides https://dynamics.microsoft.com/en-us/mixed-reality/overview/?&OCID=AID2000546_SEM_&lnkd=Bing_D365_Brand&MarinID=_79027490459132_%2Bdynamics%20%2Bguides_bb_c__1264438745391780_kwd-79027703504147:loc-190_

Announcement--we are starting a YouTube channel called the Weekly Dispatch. Check out the announcement here:

https://www.youtube.com/watch?v=eIj_txRmqzA

Music: www.purple-planet.com

Sarah and Shawn are back with another episode of At Your Service. This episode is brought to you by Resco.

On this episode, we review some of the news about customer service and field service in the Dynamics 365 2019 Wave 2 release plan.

In this episode:

• Virtual agent
• Customer Service Insights
• Macro recording
• Notification customizations
• Omnichannel Engagement Hub
• Skills-based routing

Links:

• Download the release plan
• Music: purple-planet.com

Got any feedback or suggestions for future episodes? Email us at [email protected]

This episode is brought to you by Resco.

Today Business Applications MVP Antti Pajunin joins Scott and Shawn to talk about Project Service Automation (PSA).

Topics discussed on today's episode:

• What do the changes to Project Services mean to Dynamics customers.
• Integration with Dynamics F&O
• Antti's history with Dynamics
• The evolution of PSA and Project Online
• Rumors of PSA's demise
• Should people considering PSA hold off on deploying?

Links:

• Antti's blog: http://daytodaydynamics365.com
• Antti on Twitter: https://twitter.com/anttipajunen

Got any feedback or suggestions for future episodes? Email them to [email protected].

In this episode (brought to you by Resco), Shawn and Scott welcome Reham Darwiche and Meghan Reed to discuss new URS features and the new dimensions in scheduling within Dynamics 365!

This episode is brought to you by Resco.

There's a new version of D365 Field Service Mobile, and it is based on Resco version 11.1. In this episode, Scott, Sarah, and Shawn talk about the process of upgrading to the latest version.

Other topics discussed in this episode:

• Updates to Universal Resource Scheduling
• Crews
• Inspections

Plus Agnes from Resco answers frequently asked questions about Resco and Field Service Mobile.

This episode is brought to you by Resco.

It's the holiday season, and at CRM Audio we are running some of our best episodes of 2018. 

In this episode of At Your Service from January, Shawn and Scott talked about what you need to know about customer service, and Sarah Jelinek got very excited about editable grids.

Topics discussed in this episode:

• What are the major areas within Customer Service for Dynamics 365?
• How do you provide service to your clients?…what type of company you are, how you deliver and measure successful customer service.
• Customer Service implementations are rarely ever only supported by Dynamics 365.  Commonly, there are integration points for telephony, ERP and other backoffice systems
• Marketing plays a big role in how you manage customer service.  Often, cases can be converted into opportunities for the sales team to manage through to an order.
• Where are your CS resources?  Distributed CS teams can be the subject of international laws and regulations from country to country.  Additionally, they may leverage differentiated technologies (WeChat in China, Skype for Business in US) to engage their customers.

This episode is a production of Dynamic Podcasts LLC. Subscribe to the  CRM Audio network of podcasts on Apple Podcasts, Spotify, Player.FM, Google Podcasts, TuneIn, Stitcher, or YouTube. You can also listen via our app on iOS or Android.

It's the last episode of #AtYourService for 2018 (brought to you by resco), but before we take off for the holidays, Shawn, Sarah, and Scott had a full agenda of service topics:

• New release of Field Service Mobile
• GPS tracking
• Asset tracking
• Improvement to UI
• Multiple forms per entity
• HTML 5 Woodford
• Streamlined provisioning of field service mobile
• Voice of the customer CSAT best practices
• Survey best practices
• Using Entitlements with customer service
• Measuring SLA's

Got feedback or suggestions for a future episode? Email [email protected].

This episode is a production of Dynamic Podcasts LLC. Subscribe to the  CRM Audio network of podcasts on Apple Podcasts, Spotify, Player.FM, Google Podcasts, TuneIn, Stitcher, or YouTube. You can also listen via our app on iOSor Android.

Photo by rawpixel on Unsplash