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Feb 21, 2021

Most of the functionality in the Dynamics 365 Customer Service App has been around for years, so  I invited two Microsoft MVPs and Customer Service experts to discuss the value of these features today.

The features we discussed are:

  1. Knowledge Base
  2. Subject
  3. SLAs/SLA Pausing
  4. Entitlements
  5. Queues
  6. Case Creation and Case...

Feb 7, 2021

The Dynamics 365 2021 release wave 1 is upon us and I wanted to take a few minutes to talk about some of the features I’m really excited about, including very innovative (and borderline hard to believe) capabilities as well as some improvements we have been expecting for years!

I also address a topic that might be...