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{How to } enable and open Customer Service admin center on Dynamics 365 Customer Service Hub

uk365guy

Hello Everyone,

Today i am going to share how to enable and open new customer service admin center from Dynamics 365 Customer Service App.

Let’s get’s started.

Normally we used to go to service management section on Dynamics 365 Customer Service from settings and the service management to maintain the SLA’s for customer service for any kind of business. but from April 2023 no longer the admin experience available. so Microsoft recommends that you use the latest Customer Service admin center’s immediately. if you want to continue using Service Management, you must acknowledge that it’s no longer supported.

Once acknowledge is completed you can go for either Open Customer Service admin center or Continue in Service Management

In this case i have chosen the Open Customer Service Admin Center and new window will be displayed see below.

Guided channel setup:

You can configure the define the channel setup for customer service using queues and routing definitions. BEGIN.

Advanced configuration:

1. Set up macros: Which enable agents to perform repetitive tasks efficiently in a fast and process-complaint manner.

2.Set up service- level agreements: Define the level of service or support that your organisation agrees to offer to a customer.

3. Set up email templates: Create consistent, preformatted email messages that agents can use to communicate with customers.

4. Set up article templates: Simplify the process of creating knowledge articles and maintain consistency in branding and structure.

That’s it for today.

I hope this helps
Malla Reddy(@UK365GUY)
#365BlogPostsin365Days

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[How to} enable relationship insights in Dynamics 365 sales insights

uk365guy

Hello Everyone,

Today i am going to share how to enable relationship insights in dynamics 365 sales insights.

Let’s get’s started.

What is relationship insights?

Relationship Intelligence helps sellers use the information in Dynamics 365 and Microsoft 365 to identify, build, and nurture relationships with their customers.

Relationship Intelligence = ENABLE.

Enable for all security roles, specific security roles.

Relationship Analytics:

Relationship analytics monitors customer relationships with health score and detailed analytics about interactions, patterns and trends based on interaction data from Dynamics 365 and Outlook.

Enabled.

Who Knows Whom:

Who knows whom helps sellers quickly identify colleagues within the organisation who can introduce them to lead or contract = Enabled.

Finally Save.

Relationship analytics and health:

Relationshio health : Rating and trends appear on sales insights opportunity record forns, list views and charts. ENABLED.

Activity influence:

You can adjust the relative importance of different activity types in determing relationship health. Provide a value between 3 and 9.

English: 6
Meetings 6
Phone calls 6
Tasks 6

Communication Frequency:

How often do you plan to communicate with your customers : Every day, a few times a week, Once a week, a few times a month, Once a month.

Health score grading:

Tell us the grading you want for the health score. when you input the range, you will see an estimate of the percentage of records that would fall under each category. Any changes you make can take up to 24 hours to be reflected in the health classification.

1. Good: calculating estimates can take up to 24 hours: 100 to 75

2. Fair: Calculating estimates can take up to 24 hours. 59 to 45

3. Poor: Calculating estimates can take up to 24 hours. 39 to 0

Who Knows Whom:

To use who knows whom in Dynamics 365, ensure that connection graph in Office 365 Admin Center is enabled,

Select an email template from the below to use for sending introduction emails to connections.

1. Who knows whom introduction.
2. Marketing communication unsubscribe acknowledge
3.New Product Launch.
4. Who Knows whom Introduction.

Then save.

That’s it for today.

I hope this helps
Malla Reddy(@UK365GUY)
#365BlogPostsin365Days

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{How to} enable Productivity Settings on Dynamics 365 Sales Insights

uk365guy

Hello Everyone,

Today i am going to show how to enable productivity settings and what are the useful setting that will get from Dynamics 365 Sales.

Let’s get’s started.

Login into Dynamics 365 Sales App.

Conversation Intelligence:

Which enables your sales team to access powerful call insights and analysis, drill down into their customer interactions and get real time call transcripts and summaries.

Microsoft Teams Call Recording: Enable your sellers to make call recordings with Microsoft Teams calls, which will be used by conversation intelligence to provide insights and analysis for those calls.

Click on Enable Teams calls – setup

Teams calls : ON,

Allow sellers to make calls right from where they work.

Answer incoming calls in Dynamics 365 = ON

When customers or leads call, sellers can answer in Dynamics 365 and keep all the relevant information at hand.

Check the box: Internal calls will ring only in the Teams app, not in Dynamics 365 (recommended)

Transfer calls (Preview) = ON

Sellers can transfer calls made in Dynamics 365 using one of 3 modes: blind, safe or consultative

Enable for:

1. All Security roles
2. Specific security roles

Advanced settings:

Select Dynamics 365 apps for Teams calls: Search for Sales Hub.

Recording with real-time transcription and insights = ON

Enable for:

1. All security roles
2. Specific security roles.

Click on UPDATE.

Call recording storage: which define call recording storage location and retention.

Storage for call recording: Select the storage where call recordings are saved.

Retention policy: choose the amount of time that call recording data is stored.

1. Microsoft provided storage
2. Your own Azure storage

Retention Policy: 30 day retention policy, 90 day retention policy.

Similarly Business settings:

Conversation tracking:

competition, competitor

Track keywords:

add specific keyword or phrases to your solution or industry to track and analyze by seller and customer mentions.

Automated summaries:

Enable call summary: Call summaries are automatically generated for each and include the call trancript, key topics discussed by call participants, tracked keywords, possible action items and more enabkling sellers to easily review the call, and create and revise notes.

My Languages: you can select the language to enable accurate transcription, keyword tracking, analysis, insights and KPI’s.

Data Consent and privacy:

Check the box to read only access to data.

New and upcoming features:

You can check the features before they’re rolled out to all your customers.

1. Hide credit card info in trancripts.

Call categorization(preview)
1. Voicemail
2. Contact is unavailable
3. Short calls with reschedule requests
4. Short calls in which the contact indicates the call is unwanted.

That’s it for today

I hope this helps
Malla Reddy(@UK365GUY)
#365BlogPostsin365Days

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{Resolved} The selected workflow has errors and cannot be published. Please open the workflow, remove the errors and try again.

uk365guy

Hello Everyone,

Today I am going to share how to resolve the error: “The selected workflow has errors and cannot be published. Please open the workflow, remove the errors and try again.”

Let’s gets started.

I got this error message while importing the solution into UAT from Dev as unmanaged.its because of the workflows has error messages.

“The selected workflow has errors and cannot be published. Please open the workflow, remove the errors and try again”

What is the error complaining all about?

Solution: First make the workflows as draft state and publish all customizations and then start importing the solution into the UAT and after successful import, then open the solution and edit the workflows as below:

It is complaining about the workflow that has been manually selected users for email notifications users, business units and regions in my case.

So i have removed the users for the email notifications and reselected the same users, business units and regions.

Then i have activated the workflow.

It works for me.

That’s all for today.

I hope this helps
Malla Reddy(@UK365GUY)
#365BlogPostsin365Days

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{How to } download active users and active users by security role from Power Platform Admin Center

uk365guy

Hello Everyone,

Today i am going to share how to check most active users and active users by security role from power platform admin center.

Let’s get’s started.

Suppose you have a requirment to check most active users and active users by security role in your environment(Dataverse).

How do you check that ?

Login into Power Platform Admin Center

Expand the analytics and click on the dataverse.

In the drop down views: You can see the active users by device type, active users by business unit, by security role, by client, by entities, performing operations, custom entities, OOB entities, Most active workflows, plugins, used API.

Active Dynamics 365 Customer Engagement Plan Users by Application,

Non-conformant usage by users with Team Members License.

For more information click here

Thats it for today.

I hope this helps
Malla Reddy(@UK365GUY)
#365BlogPostsin365Days

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