At Your Service

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  

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 voice@crm.audio.

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 voice@crm.audio. 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

This episode is brought to you by Resco and was recorded live at Ignite 2018 in Orlando, FL. Joining Shawn Tabor and Sarah Jelinek: Ben Vollmer Sheila Shahpari Nick Spallitta Pierre Hulsebus Scott Sewell Link: Satya Nadella introduces Dynamics 365 AI for Customer Service Microsoft recently announced new AI infused capabilities for Dynamics 365, and in this episode, a roundtable of customer service and field service experts discuss what this means to real-world Microsoft customers. How can customers benefit from artificial intelligence Do you need data first? Unification of data Use cases for AI Bots Challenges and risks of disruption The changing profile of a customer service agent AI trends for customer and field service Bonus: Delivering a good Field Service Mobile/Resco demo. This episode is a production of Dynamic Podcasts LLC. Subscribe to the  CRM Audio network of podcasts on Apple Podcasts and Spotify.

This episode of At Your Service is brought to you by Resco. Shawn & Scott discuss migrating to the Unified Interface and some great resources to review before you take the leap!   Unified Interface Overview – Product Team Blog: https://blogs.msdn.microsoft.com/crm/2018/04/11/unified-interface-overview/   Unified Interface Form Design Notes – Jukka Niiranen: http://survivingcrm.com/2018/07/unified-interface-form-design-notes/   Displaying Icons in A Unified Interface App – Megan Walker: http://meganvwalker.com/displaying-icons-unified-interface-app/  This episode is a production of Dynamic Podcasts LLC. Subscribe to the  CRM Audio network of podcasts on Apple Podcasts and Spotify.

In this episode of AYS (brought to you by Resco), the gang discusses their favorite upcoming features in the October ’18 Release Notes related to Customer Service, Field Service and Project Service!  We are less than a week away from D365UG Virtual Service Summer Camp…Sarah is kicking off the event with her Top 5 features in Customer Service session and Shawn talks about new additions to the VSSC schedule from the Microsoft Product Teams. Also, Agnes from Resco tells us about how to manage documents in Resco Mobile CRM.  Links: Oct '18 release notes: https://docs.microsoft.com/en-us/business-applications-release-notes/October18/index D365UG Virtual Service Summer Camp: https://www.d365ug.com/participate/virtual-summer-camp  

In this episode (sponsored by Resco), Shawn and Sarah discuss the newly announced update cadence, specifically for Customer Service, Field Service, PSA and Unified Service Desk.  Scott and Shawn talk about Business Application Summit as well as Scott’s latest blog post on PSA Resource Utilization!  Also, covered in this episode: - Upgrade Run : What does this do? - Unified Service Desk 3.3 - Business Application Summit : What are we excited to see? - Virtual Service Summer Camp...less than a month away! https://www.d365ug.com/participate/virtual-summer-camp - PSA Resource Utilization - The Sequel https://atyourservicepod.com/2018/07/09/demystifying-project-service-resource-utilization-the-sequel/

In this episode (sponsored by Resco), we celebrate the MVP awards given to our hosts Sarah Jelinek & Scott LeFante!  Scott also talks about Resource Utilization in PSA.  Blog Post: https://atyourservicepod.com/2018/06/01/wyntk-project-resource-utilization/

On this episode of AYS (brought to you by Resco), we are joined by Jim Lomas, PMP & Hannah Farley, CCMP.  We discuss Instructional Design and Organizational Change Management and how these strategies are used to address the Human Factor within global call center implementations. Links for the show notes: Jim Lomas - LinkedIn https://www.linkedin.com/in/james-lomas-pmp-84146732   Hannah Farley - LinkedIn https://www.linkedin.com/in/hannahfarley   Leading Change -John Kotter https://www.amazon.com/dp/1422186431/ref=cm_sw_r_cp_api_MeXiBbSHQ5KWK

This episode is brought to you by Resco Mobile CRM. Incident types act as service templates and allow users to quickly create work orders for the most common types of jobs that your company performs, including all of the necessary service tasks, products, services, required skills, and estimated work order duration. In this episode, Scott LeFante and Shawn Tabor discuss what you need to know about incident types and why you should use them in your Field Service deployments. Links in this episode: http://365saturday.com/dynamics/d365-atlanta-2018/ - D365 Saturday Atlanta https://docs.microsoft.com/en-us/dynamics365/customer-engagement/field-service/configure-incident-types - How to configure Incident Types in Field Service for Dynamics 365 This episode is a production of Dynamic Podcasts LLC. Subscribe to the  CRM Audio network of podcasts on Apple Podcasts and Spotify.

Shawn and Scott are back, and in this episode they catch us up on what is new with Dynamics 365 and Field Service: D365 Saturday Atlanta Unified Resource Scheduling (URS) April update Unified Resource Scheduling (URS) May update Field Service & PSA Update Release 6 Common Data Service Restricted Entities requiring Dynamics 365 licenses Spring 2018 update for Easy Repro Download Easy Repro This episode is brought to you by Resco. Stay tuned at the end of the episode for an update from Resco.  

This episode is sponsored by Resco. Mohamed Mostafa and Sarah Jelinek join us again to breakdown the release notes of the Spring Release for Field Service and Project Service Automation functionality!   Twitter: @mimcrm (Mohamed) @dyn365diva (Sarah)   Resco Minute: City Smart Services http://citysmartservices.resco.net/

This episode of At Your Service is brought to you by Resco. This week Sarah Jelinek and Mohammed Mostafa join Shawn to review the service related functionality in the Spring '18 release notes for Dynamics 365 and other Microsoft Business Applications. Also, Agnes Vaľková gives us an update on what's new in the latest release of Resco Mobile CRM. This episode is a production of Dynamic Podcasts LLC. Subscribe to the  CRM Audio network of podcasts on Apple Podcasts and Spotify.

In this episode (sponsored by Ingenius), our hosts talk with Todd Lewis and Leigh Weinshelbaum from CafeX about Omni-channel communication.    Topics include: What Omni-channel communication means to the panel The need for OmniChannel Customer experience The push for omnichannel experiences by Millenial customers and employees Examples of great Omni-channel experiences Wesley Chapel Toyota Delta Discussion of CafeX features and capabilities LiveAssist for Dynamics 365  As always, you can reach out to our hosts on Twitter: Shawn (@crmhobbit) Scott (@fldservice_guru)  Our guests, Todd and Leigh can be contacted via email:  Todd.Lewis@cafex.com lweinshelbaum@cafex.com   More information on LiveAssist for Dynamics 365 can be found at:  https://www.liveassistfor365.com/en/

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 converence and what you can expect Configuring Resco Links: Resco.next conference: https://www.resco.net/next/home/ Woodford user guide: https://www.resco.net/woodford-user-guide/ Resco on Twitter: www.twitter.com/rescoMobileCRM