D365 Contact Center: Setup Voice Channel with Azure Communication Services (ACS) – Part 1

d365 contact center

Introduction In Contact Centres, the "Voice" channel is a critical channel because customers call when issues are urgent or complex, and they want a human fast. Voice channel in D365 Contact Centre lets you route those calls to the right agent/queue and track the full interaction history in CRM. To make it work end-to-end, you … Continue reading D365 Contact Center: Setup Voice Channel with Azure Communication Services (ACS) – Part 1 →

D365 Field Service: Work Order Estimated Duration – a deep dive – part 2

In the earlier post, we saw the standard process in Estimated Duration calculation for the manual work orders and the work orders generated from the Agreement. At times, it gets complicated in scenarios when Field Service is integrated with a different legacy or Work Force Management system where the Estimated Duration of work orders that … Continue reading D365 Field Service: Work Order Estimated Duration – a deep dive – part 2 →

D365 Field Service: Work Order Estimated Duration – a deep dive – part 1

In D365 Field Service, the Work Order Estimated Duration plays a pivotal role in scheduling and resource allocation. By default, this duration is calculated based on the associated Incident Types and their respective Service Tasks, either manually created ad-hoc work orders or work orders generated from the Agreement. At times, it gets complicated in scenarios … Continue reading D365 Field Service: Work Order Estimated Duration – a deep dive – part 1 →

Solution failed to export while transferring D365 Marketing Assets

While moving Dynamics 365 Marketing (Customer Insights Journey) assets from one environment to another, you might encounter a solution export error due to special characters in file names—particularly the # symbol. Background I have transferred Marketing data from one environment to another using the Configuration Migration Tool as Microsoft recommends here: https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/transfer-data. However, if you … Continue reading Solution failed to export while transferring D365 Marketing Assets →

A guide to RSO Configuration & Debugging – Optimization Requests

If you are working in an enterprise Dynamics 365 Field Service implementation with RSO (Resource Scheduling Optimization) add-in, you must have felt that there is limited information about RSO and there aren't many blog posts available either. One reason is that RSO doesn't offer any trial. To address this, I am starting a blog series … Continue reading A guide to RSO Configuration & Debugging – Optimization Requests →

Advanced Settings gets a fresh look!

Today when I tried to open advanced settings as usual, realized that the old 'Settings' menu has got a total revamp and replaced by an app named, 'Power Platform Environment Settings'. Power Platform Environment Settings app replaces the legacy, web client experience by providing a single, unified experience for application developers to create settings for their … Continue reading Advanced Settings gets a fresh look! →

Best practices while using RSO – Part 2

Simulation runs come quite handy when we set up a new RSO rule or adjust the existing settings in the scope and goal when there is an issue or when the requirements change. This allows us to review the resource assignment, keep adjusting the RSO parameters, and re-rerun until we are satisfied with the resource … Continue reading Best practices while using RSO – Part 2 →

Best practices while using RSO – Part 1

Below are the few best practices that I've learnt along the way of using RSO in my projects. I hope these tips will be helpful for anyone who is using RSO in their projects on achieving certain business functionalities or for anyone who is learning RSO. I have split this to 2 parts series to … Continue reading Best practices while using RSO – Part 1 →

Trigger RSO on-demand from Flow and Code

This blog post focus on how to trigger an existing RSO Schedule that's been set up. This post doesn't cover setting up an RSO schedule, we will see that in a different post. Before jumping into the action, a quick introduction about RSO. What is Resource Scheduling Optimization (RSO)? It is an add-on capability for … Continue reading Trigger RSO on-demand from Flow and Code →