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6 tips for global versus local changes – Universal Resource Scheduling 

In global CRM implementations, there is a fine line between changes that must be global versus changes that can be managed locally without affecting the entire organization. There are unique requirements for local implementations, and autonomy is essential to enable local branches to swiftly adapt to their unique requirements without jeopardizing the global implementation. I...Read more

Service scheduling in Dynamics 365 for Customer Service 

What is service scheduling? Service scheduling allows organizations to schedule service appointments with their customers such as post-sales, customer service, product demos etc. Imagine the following scenario: Contoso is a premium bicycle brand in Washington state that produces the most sophisticated bikes in the country. They take great care of their customers and have many...Read more

Dynamics 365 Customer Service Insights is now Generally Available 

Customer Service Insights provides an actionable view into critical performance metrics and emerging trends using industry-leading artificial intelligence. Today, we’re very excited to announce Dynamics 365 Customer Service Insights is now generally available! Since our public preview in October 2018, we’ve been working hard to continue adding value and extending the service to users across...Read more

Dynamics 365 October service update – now Generally Available! 

Today we’re excited to announce several enhancements and new capabilities that will be rolled out to customers of the Dynamics 365 Customer Engagement services for Sales, Customer Service, Field Service, and Project Service Automation....Read more