In this episode (sponsored by Ingenius), our hosts talk with Todd Lewis and Leigh Weishelbaum from CafeX about Omni-channel communication.

In this episode (sponsored by CRMUG/D365UG), Shawn and Sarah (yes, the Diva herself) discuss more things you need to know when implementing Customer Service, including…

Record Types and their Functions

The importance of the Contact

Know Your Customer

Knowledge Management

Relationship Insights and Service

Case Creation Rules

Action Cards

SLAs

Great example of customer service – Delta Airlines

Email Templates

…and more

This episode is sponsored by KingswaySoft.

Guest Profile

Ivan Stano is the COO of Resco.net. Resco is the leading third party mobile app for Dynamics 365, and the platform on which Microosft's Field Service mobile app is built.

Topis discussed int his episode:

The history of Resco and Dynamics CRM/365

Offline challenges

How Resco's approach to offline is different

Rapidly changing mobile world

Field service mobile

Resco.next conference and what you can expect

Configuring Resco

This episode is sponsored by Maplytics™ by Inogic.

This week we are joined by Kyle Hill (kylohill) and Chris Huntingford (tattooedcrmguy) live from CRM Saturday London.

What we learned at Dynamics 365 Saturday

The Outlook Client is back!

Using bots in Dynamics 365

This episode is sponsored by KingswaySoft.

This week, Shawn and Scott fight through illness, technology issues, scheduling conflicts and more to bring you a new episode of At Your Service! This week we begin our “What you need to know” series on Customer Service. Also, announcements regarding our involvement in the Field Services/Project Service Automation SIG with CRMUG!

In this episode, we discuss:

Welcome to AYS in 2018!

Voice as an AI control for consumers and businesses

At Your Service companion blog (atyourservicepod.com)

Big plans for AYS in 2018!!!

DivaTime with Sarah Jelinek: Unified Service Desk isn’t just for Call Centers

This episode is sponsored by KingswaySoft. Shawn and Scott are joined by Ben Vollmer, Microsoft Leader for Dynamics 365 Field Service to discuss Connected Field Service.

In the DivaTime segment, Sarah Jelinek talks about Automatic Record Creation and Update rules, which can automate your case creation for Dynamics 365

This episode is sponsored by Inogic.

Topics discussed:

Shawn is certified

Dynamics 365 Field Service certification exam

Dynamics 365 November updates

DivaTime with Sarah Jelenik: Knowledge management and capturing tribal knowledge.

Special guest Colin Vermander, Technical Director for Adoxio, joins Shawn Tabor to discuss self service portals, and what you need to think about when deploying portals for customer service.

typical challenges when implementing self-service portals

user experience journey mapping

managing demands for over automation of processes

the benefits of iterational portal development

In this episode (sponsored by Kingswaysoft) Shawn is joined by Sarah Jelinek from Arctic Information Technology.

Sarah is @dyn365diva, she leads the Customer Service SIG for CRMUG, and she is a frequent speaker on all things related to customer service in Dynamics 365.