In Dynamics 365 Customer Service, many organizations dictate that every case should become a knowledge article. The thinking is usually well-intentioned: customer service representatives should
Every year, Microsoft publishes two long lists of new, updated and planned features in Dynamics 365 and the Power Platform. As a system administrator, this can sometimes feel overwhelming to review.
The 2026 release wave 1 update for Customer Insights – Data provides makers with a direct way to connect agents to Customer Insights – Data. To be clear, this update is not a new feature,
Let’s look back at an oldie but a goodie in Dynamics 365 CE/CRM: Business Process Flows! These are designed to standardize how records move through a defined process. Popular use cases include
In Dataverse, a Customer column is a special type of lookup. Unlike a standard lookup, it can reference either an Account or a Contact. That flexibility is useful, but it can also create problems in
If you are working with a custom Lead or Contact form, you may have noticed that your marketing interactions in Customer Insights-Journeys do not display in the timeline. Good news – it’s
A classic feature worth revisiting, today’s focus is Word Templates in Dynamics 365 CE/CRM. This tool remains a powerful option available for any table in Dynamics 365, with several out-of-the-box
Welcome to Power Automate! This article focuses on differentiating the three types of Power Automate cloud flows: scheduled, instant and automated. Core Terminology Before building flows, it helps to
A common question I hear from newer Power Automate users is when to use Condition vs Switch in the Control connector. Control is available in every flow and includes six actions: Condition, Do until,
Column mapping (or field mapping) is set up on a 1:N relationship and is typically used to populate fields on the child record from the parent when the child is created in the context of that