{How to} Allow users to analyze data using an AI-powered chat experience on Dataverse

Hello Everyone,

Today I am going to show how to enable users to analyze data using an AI-powered chat experience on Dataverse.

Let's get's started.

How to enable AI powered chat experience otherwise known as Copilot for Model Driven App?

Let's see that in action:

Login into www.powerplatform.microsoft.com

Choose the environment where you want to enable this feature.

Then > Settings > Features:

Now you have three options: by default enabled mode, OFF, or ON - options.

If your organisation want to enable this feature then you can turn ON for the model driven app.

Note: In order to use the Copilot you need to have license: As part of wave 1 release 2024 Copilot chat and form fill assistance are both generally available and on by default for Dynamics 365 Users.

So utilize this feature, you need below any of the following licenses:

Dynamics 365 Sales Enterprise or Sales Premiu,

Dynamics 365 Customer Insights

Dynamics 365 Field Service

Dynamics 365 Project Operations

Copilot chat: Allow end users to ask natural language questions about the data in their model driven apps and get instant answers.

Form fill assistance: Helps end users fill in complex forms in model driven apps by providing suggestions and guidance based on the data context.

If you want to disable Copilot for a model -driven app:

Makers can disable Copilot for a specific model driven app, In the app designer, open the model driven app for Edit, and then select Settings on the command bar.

Selectt Upcoming on the Settings screen, set Copilot control to Default or Off, and then select Save.

Save and Publish the model driven app for the changes to make effect.

That's it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)

#365blogpostsin365days

{Do you know} Recover deleted records from recycle bin on Dataverse

Hello Everyone,

Today I am going to share my thoughts on the Recovering the deleted records from recycle bin on Dataverse.

Let's get's started.

Usually Deleted records are not recoverable on Dataverse, but with the introduction of new feature Recycle Bin(Preview) you can restore deleted records.

Now Admin can view and recover any deleted records within a configurable time period up to 30 days.

How do you enable on Power Platform Admin Center?

Login into www.admin.powerplatform.microsoft.com

Go to the environment > Settings > Features > 

If disabled, admins will not be able to view or recover any deleted records. Disabling this feature could take up to 10 minutes.

Note: Configure recovery time interval(up to 30 days).

That's it for today.

I hope this helps

Malla Reddy Gurram(@UK365GUY)

#365blogpostsin365days

{Do you know} Prevent data exfiltration with user level controls on Dynamics 365 Model Driven Apps

Hello Everyone,

Today I am going to share my thoughts on Prevent data exfiltration with user level controls on Dynamics 365 Model Driven Apps.

Let's get's started.

To prevent data exfiltration with user level controls, you can implement several strategies. Here are some key points to consider.

Granular Control Through Security Roles: Assign security role to users, allowing only those with approved roles to run pre-authorized apps in the environment.

Audit Mode: Enable an audit mode to review all app accesses and download audit logs for analysis.

Conditional Access: Set conditional access policies to control which users can run authorized apps.

By default when this feature is activated, only approved Microsoft solution apps can run in an environment, such as Dynamics 365 Sales or Dynamics 365 Customer Service. The local environment admin sets what apps can run by their authorized users in an environment.

Unauthorized apps are blocked when the user tries to access the environment. To help administration with selecting which apps to approve for their environment, an audit mode run can be enabled.

This is where all apps accesses are audited and the admin can download this audit log for review.

Conditional access on which users can run what authorized apps can be set by the administrator.

The administrator can allow list an app for selected security roles. Only users who have the selected security roles can run the app in the environment.

That's it for today.

I hope this helps

Malla Reddy Gurram(@UK365GUY)

#365blogpostsin365days

{Do you know} Maintain security role privileges for better ALM solution import on Dataverse

Hello Everyone,

Today I am going to share my thoughts on the maintain security role privileges for better ALM solution import on Dataverse.

Let's get's started.

Let's discuss maintaining security role previleges for better Application Lifecycle Management(ALM)

solution imports. When working with Power Platform and Dataverse managed solutions, it's essential to handle security roles effectively.

Here are some key points:

1. Feature details:

When a Power Platform admin modifies security roles that are system predefined customizable or custom security role previously imported by a Dataverse managed solution, these customizations can be overwritten by importing an update to the managed solution containing those security roles or when the system refreshes these security roles.

With the new feature, the system will merge the predefined customizable security roles. custom security roles, and privileges with the updates made by the Power Platform admin in an environment. This way, preexisting updates won't be overwritten.

2. Use Cases:

Application Lifecycle Management(ALM): This feature supports the ALM process by ensuring that security role privileges updates are honored after managed solution imports.

Custom Security Role: You can now allow custom security roles to be updated in partner-managed solutions.

Better Control: By merging security role changes, you have better control over the security model during solution imports.

3. Alternative Approaches: 

Account Management: Consider using accounts managed by an admin or deployer team to import solutions.

ALM Integration: Explore ALM integration with GitHub actions or Power Platform Pipelines, where impersonated accounts handle solution imports.

Remember that the specific approach may vary based on your organization's requirements and the type of solutions you're working with. Always test thoroughly before implementing changes in a production environment.

That's it for today.

I hope this helps

Malla Reddy Gurram(@UK365GUY)

#365blogpostsin365days

{Do you know} Assisted mapping for standard dataflows in Microsoft Dataverse

Hello Everyone,

Today I am going to share my thoughts on the Assisted mapping for standard dataflows in Microsoft  Dataverse.

Let's get's started.

Suppose there is a data migration work where you need to map the fields for the table selected manually which is daunting task isn't it? 

So with the introduction of the assisted mapping for standard dataflows you will be assisted with mappings.

Assisted mapping for standard dataflows in Microsoft Dataverse is a powerful feature that simplifies the integration of external data into existing Dataverse tables.

Let me break it down for you:

1. AI-Assisted Mapping: This feature leverages artifical intelligence to recommend column mappings when bringing data into Dataverse tables. It increases productivity by speeding up the mapping process and providing confidence in the results. When loading data, you map the source query's columns in the dataflow's editing experience to the destination Dataverse table columns.

2. Recommendations and Mismatches: The AI suggests existing Dataverse tables that the new data should be mapped to. After choosing a target Dataverse table, it advises how the columns should be mapped and notifies users of any column type mismatches that need to be addressed before completing the dataflow.

3. Enhanced Data Migration: Assisted mapping ensures a faster and smoother data migration experience by bypassing business logic. It also consolidates the experience for loading data from Excel directly into a Dataverse table or integrating Fabric One Lake as a data source with a  no ETL no copy apptoach.

4. Security and Collaboration: Dataverse provides integrated experience to upgrade from export to data lake, maintains security role privileges for better ALM (Application Lifecycle Management) solution imports, and allows for masking sensitive data with column level security. 

Additionally security features prevent data exfiltration, scan files and attachments for viruses and malware and focus on collaboration and accessibilty.

In summary, assisted mapping simplifies the mapping process, enhances data migration, and ensures robust data management within Microsoft Dataverse.

That's it for today.

I hope this helps

Malla Reddy Gurram(@UK365GUY

#365blogpostsin365days

{Do you know} Implement Anywhere365 Solution for Omnichannel features on Microsoft Dynamics 365 Customer Service and Microsoft Teams

Hello Everyone,

Today I am going to share my experience on the Anywhere365 Solution which is useful for Omnichannel Feature implementation on Dynamics 365 Customer Service and Microsoft Teams.

Let's get's started.

Suppose there is a requirement to implement a solution where the call center users should receive calls on their Microsoft Teams and BE shown the customer information from Dynamics 365 Customer Service if the Calling customer information exists on your Dynamics 365 Customer Service.

As i have evaluated a solution for one of our customer:

Solution: Anywhere365: https://anywhere365.io/platform/solutions/microsoft-teams-contact-center

Requirement to implement Anywhere365:

1. Dynamics 365 Customer Service

2. Microsoft Teams Integrated with Dynamics 365 Customer Service.

3. Microsoft Teams Phone Number.

4. Assign the Anywhere365 License.

5. Configure the Workstream on your Dynamics 365 Customer Service.

Installation on Dynamics 365 Customer Service: 

https://golive.anywhere365.io/platform_elements/webagent_for_dynamics365/webagent_configure_for_dynamics_cif2.html

WebAgent for Dynamics 365 User Guide:

https://golive.anywhere365.io/platform_elements/webagent_for_dynamics365/webagent_for_dynamics365_userguide.html

Attendant Console for Teams Installation

https://golive.anywhere365.io/platform_elements/attendant-console/attendant-console-for-teams/attendant-console-teams-configuration.html

Configure Teams Auto Attendant using Teams Admin Center:

https://golive.anywhere365.io/platform_elements/attendant-console/attendant-console-for-teams/configure-auto-attendant-teams-admin-center.htm

 

 That's it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)

#365blogpostsin365days

{How to} Make connection to Dynamics 365 Customer Voice App and give access to users from maker portal

Hello Everyone,

Today  I am going to show how to make connection to the customer voice app and give permission to use the Dynamics 365 Customer Voice in the project by the developers.

Let's get's staretd.

Suppose there is a use case: On a Dynamics 365 CE Project theere is a requirement to use the Dynamics 365 Customer Voice and the devlopers don't have permissions to create a connection on the environment, so in that situation Administrators can create a connection and allow others to use the app.

What you need to do this connection?

1. You should be System adminstrator

2. Azure Administrator.

Login into www.maker.portal.com

Then go to connections and search for Dynamics 365 Customer Voice and click on the "+" icon  and create connection.

Then a new tab will be opened, login and asks for permissions and consent on behalf of the organization and accept it.

Now connection is successfully made.

Now we need to give permission to other developers on the project to use this app.

How do you do that?

Login into www.portal.azure.com

Open Enterprise Applications > All Applications > Search for CustomerVoiceFlowApp

Then Click on permissions and grant admin consent for your organisations.

That's it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)

#365blogpostsin365days

{How to} Get real time tips and suggested answers during Teams meetings on Dynamics 365 Sales

Hello Everyone,

Today I am going to share my thoughts on the real time tips and suggested answers during Teams meetings on Dynamics 365 Sales.

Let's get's started.

Yes being surprised  by a question or an unfamiliar competitor mention during a sales call can be a jarring and unsettling experience.

This unexpected situation often causes sellers to switch context as they try to search for the information.

This distraction can harm the overall sales process and potentially jeopardize the deal.

Having the right data at the correct time is a powerful tool for sales teams that can lead to increased productivity, better communication and more effective selling.

When a customer mentions competitor or brand in a meeting data from the transcript and the CRM enable real time information cards to be displayed to the Sales Copilot pane in the Teams meetings.

That't it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)

#365blogpostsin365days

{How to} Experience Copilot in an immersive widescreen mode in Dynamics 365 Sale App

Hello Everyone,

Today  I am going to share my thoughts on Experience Copilot in an immersive widescreen mode in Dynamics 365 Sales.

Let's get's started.

With the Copilot home experience in Dynamics 365 Sales, Sellers gain a powerful tool for achieving sales excellence. 

Real time insights and effortless natural language chat functionality empower sellers to efficiently manage sales activities, nurture customer relationships and drive sales success. 

This immersive interface offers as expanded workspace, enhancing the focus on productive conversations with Copilot, sellers can seamlessly access insights from various records allowing them to prioritize actions intelligently.

The natural language chat with AI-powered Copilot facilities deeper insights and quick access to customer details. deal information, meeting schedules and more. This innovative solution elevates sales management to a new level, enabling sellers to excel in their roles and drive revenue growth.

With this feature:

Get real time insights across different entities.

Find out about any follow up activities from their emails.

Get notified and prepare for their upcoming meetings.

Be aware of key changes in their opportunities and leads.

Get a summary of their opportunities and leads.

That's it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)

#365blogpostsin365Days

{How to} Allow sellers to track performance with out of box forecasting in Dynamics 365 Sales

Hello Everyone,

Today I am going to share my thoughts about to allow sellers to track performance with out of box forecasting on Dynamics 365 Sales.

Let's get's started.

The out of box forecast solution is streamlined and accessible for all users. This capability enables you to:

Enhance sales performance with the readily available forecast.

Increase productivity with real - time updates and save valuable time to focus efforts on driving sales activities.

Quickly gauge performance, adjust strategies and make better decisions for improved results.

So as a Seller, you can:

Get instant access to the out of the forecast without waiting for your administrator to configure one.

Get immediate access to crucial sales insights.

Stay informed about your performance and make timely adjustments to your sales strategies with real time updates.

Track your performance against targets and objectives and achieve continuous improvement and goal attainment.

That's it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)

#365blogpostsin365days

{How to} Join a Teams call is generally available and on by default

Hello Everyone,

Today I am going to share my thoughts on the joining the teams call is generally available and on by default on Dynamics 365 Customer Service.

Let's get's started.

Administrators no longer need to turn on a toggle to enable users to join their customers on Teams call.

This feature is general availability will help promote wider adoption.

Users can invite their customers to join them on Teams without needing an administrator to set up the feature.

The release makes the feature generally available to all Dynamics 365 Customer Service.

That't it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)

#365blogpostsin365days

{How to} Use Copilot to generate knowledge drafts from cases in Dynamics 365 Customer Service

Hello Everyone,

Today I am going to share my thoughts on using Copilot to generate knowledge drafts from cases in Dynamics 365 Customer Service.

Let's get's started.

Copilot for knowledge in Dynamics 365 Customer Service empowers support agents to swiftly draft knowledge articles using case data and send them to knowledge reviewers for publishing.

Here's how it works:

1. Case Resolution Process: 

As an agent resolves a case, they can click the "Propose new knowledge using this case" checkbox.

This triggers Copilot to auto-generate an initial knowledge draft from important case data.

2. Generating Knowledge Drafts:

To generate a knowledge draft while resolving a case or after resolving it in the Customer Service workspace, follow these steps:

Open the list of active cases.

Select and open the specific case you need to resolve.

Your administrator must have enabled the setting to generate knowledge drafts from cases.

By leveraging Copilot, Organizations can enhance agility, credibility, and quality of knowledge drafts ultimately accelerating the time to publish valuable content.

That's it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)

#365blogpostsin365days

{How to} Timeline Highlights help users quickly access actionable record updates on Dynamics 365 Customer Service

Hello Everyone,

Today I am going to share my thoughts on the timeline highlights help users quickly access actionable record updates on Dynamics 365 Customer Service.

Let's get's started.

Timeline Highlights in Dynamics 365 Customer Service provide a concise view of significant record updates. 

These highlights allow users to  quickly access relevant information without sifting through lengthy records.

Here's how they work:

Key Events: Timeline Highlights display key events such as status changes notes, emails and appointments related to the record.

Visual Indicators: Each highlight is accompanied by visual cues, making it easy to identify critical updates.

Actionable Links: Users can click on a highlight to dive deeper into the associated details.

In summary, Timeline Highlights enhance efficiency by presenting essential updates at a glance.

That's it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)

#365blogpostsin365days

{How to} Read Copilot Responses on the UI incrementally on Dynamics 365 Customer Service

Hello Everyone,

Today I am going to share my thoughts on the Read Copilot responses on the UI incrementally on Dynamics 365 Customer Service.

Let's get's started.

To read Copilot responses incrementally within the Dynamics 365 Customer Service UI, follow these  steps:

Customer Service Agents have to wait for Copilot to generate the entire response before they can start reading it, saving them time.

When agents use Copilot features such as write an email response and ask a question, including multi turn questions.

They can read the generated responses on the UI incrementally without having to wait for the entire response to be generated. 

Agents can also choose to stop Copilot from generating a response and start fresh.

That's it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)

#365blogpostsin365Days

{How to} Draft emails using Copilot in email editor on Dynamics 365 Customer Service

Hello Everyone,

Today I am going to share my thoughts on the drafting emails using Copilot in email editor on Dynamics 365 Customer Service.

Let's get's started.

To draft email using Copilot in the email editor within Dynamics 365 Customer Service, follow these steps:

1. Open Dynamics 365 Customer Service: Log in to your Dynamics 365 Account.

2. Navigate to the Email Editor: Go to the relevant record(Such as a case or contact) where you want to draft an email.

3. Click on "Email" : In the record's toolbar, click on the Email button to open the email editor.

4. Compose Your Email: Start typing your email content. As you write, Copilot will assist you by suggesting relevant phrases, improving grammar and providing context-aware recommendations.

5. Review and Send:  Once your email is drafted, review it for accuracy and completeness. Then, click the "Send" button to send the email.

Remember that Copilot can help you create well-written and effective emails by offering suggestions and enhancing your writing.

That's it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)

#365Blogpostsin365Days

{How to} Get relevant results with filters for Copilot Dynamics 365 Customer Service

Hello Everyone,

Today I am going to share my thoughts on get relevant results with filters for Copilot Dynamics 365 Customer Service.

Let's get's started.

Certainly! To get relevant with filters for Copilot in Dynamics 365 Customer Service, follow these steps:

1. Open Copilot Report: To view the Copilot report, Open Customer Service historical analytics and select the Copilot tab. You can use filters to focus on the information that's important to you:

Duration: Filters the data by the selected value of day, week or month.

Time zone: Filters the data for the selected time zone.

2. Apply Filters: To apply a filter within Copilot, perform the following steps:

Select Filters on the Copilot pane.

The Select filters menu appears.

Choose the required options or search for a filter option.

Select Apply.

Filtering results based on knowledge articles for the appropriate business lines or customer information ensures that Copilot generates relevant and precise responses, boosting agent productivity.

By filtering content sources, you can also make sure that Copilot responses are appropriate to the

agent's questions and avoid mixing responses across different sources types, reducing the probability of displaying incorrect information.

That's it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)

#365blogpostsin365days

{How to} Microsoft Teams Integrate with Dynamics 365 Customer Service across different Microsoft Tenants

Hello Everyone,

Today I am going to share my thoughts on integrating Microsoft Teams with Dynamics 365 Customer Service across different Microsoft Tenants.

Let's get's started.

Yes, it is possible to integrate Microsoft Teams with Dynamics 365 Customer Service across different Microsoft Tenants. Here are the steps to achieve this:

1. Guest Access in Teams:

Ensure that guest access in enabled in the Teams settings of both tenants.

Add users from the external tenant as guests in your Teams channels.

2. App Permissions:

In Dynamics 365, configure app permissions for the external tenant.

Use the Application User concept to allow cross-tenant access.

3. Configure Collaboration:

Set up collaboration features (chat, calls, meetings) between users in different tenants.

Test the integration thoroughly to ensure seamless communication.

Remember to follow best practices for security and governance when integrating across tenants.

That's it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)

#365blogpostsin365days

{Do you know} Filter Copilot content based on table attributes in Dynamics 365 Customer Service

Hello Everyone,

Today I am going to share my thoughts on the filter Copilot content based on the table attributes.

Let's get's started.

Filter content automatically based on attributes from entities such as customer profile so that agents don't select the filters that need to be applied.

1. Filters are automatically applied based on a specific field selected from a configured table to improve filtering and minimize the mixing of content from different sources.

Administrators can configure the requried table and field in the customer service admin center.

Copilot applies the filters based on the specified logic. 

For example: A customer can have a specific attribute such as a location. The application matches this with the corresponding field in the knowledge base table.

Copilot uses only those records that have the matching field values to generate a response. A notification is displayed to the agent when this happen so that the agent knows that a new filters was applied automatically.

That's it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)

#365blogpostsin365days

{Do you know} Forecast case volumes daily and a 15 minute intervals in Dynamics 365 Customer Service

Hello Everyone,

Today I am going to share my thoughts on the forecast case volumes daily and a 15 minute intervals on Dynamics 365 Customer Service App.

Let's get's started.

Customer Service Managers usually checks how the cases has been resolved and timelines and SLA are met according to the agreed timelines with the customer.

So Customer Service Managers must ensure they have enough customer service team to resolve customer cases.

If overcapacity results in higher costs, while undercapacity results in longer wait times, which can reduce customer satisfaction.

In addition to daily case vloume forecasting, we now provide more granular forecasting at 15 minute intervals so that managers can perform agent planning and scheduling with higher precision.

Case volume forecasting was released with the following set of capabilities:

1. Forecast case volume daily.

2. Visualize forecasted volumes daily, weekly and monthly basis for up to six months.

3. Slice forecasted volumes by channels and queue.

4. Automatically detect seasonality from historical traffic to help customer service managers accurately predict case volumes during special seasonal events.

customer service managers can also forecast case volumes at 15 minute intervals from historical data.

That's it for today.

I hope this helps(@UK365GUY)

#365blogpostsin365days

{Do you know} Use monthly channel for features in Customer Service apps

Hello Everyone,

Today I am going to share my thoughts on the new feature to use monthly channel for features in Customer Service apps.

Let's get's started.

Microsoft usually release new features wave1 and wave3 per annum, with the new introduction of monthly releases customers can leverage the new functionality within the business.

New feature details:

The customer service apps shipped by Microsoft are being changed to use the monthly channel instead of the semiannual channel.

The change allows features to ship faster every month instead of having to wait for the twice early release.

Note: With the Wave 1 release Customer Service App changes will be shifed from auto to MONTHLY Mode.

If the customer want to use semiannual release mode, then the maker needs to manually change to auto or semi annual.

Any existing Dynamics 365 custom apps need to be explicitly changed. However, with 2024 release wave 2, the release channel will change from Auto to the Monthly channel.

That's it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)

#365blogpostsin365days

{Do you know} View recently accessed knowledge articles for case on Dynamics 365 Omnichannel

Hello Everyone,

Today I am going to share my thoughts on the new feature view recently accessed knowledge articles for cases on Dynamics 365 Omnichannel.

Let's get's started.

Agents can access recently used knowledge articles so that they can directly review and use them across similar cases without searching for the keyword again.

Agents using keyword search for knowledge articles in assisted support will have higher productivity.

New feature:

Knowledge search will show the recently accessed results for keyword searches made by agents.

Currently, when an agent types a keyword, the search bar automatically starts displaying the nearest results to refer for cases. 

Now agents will have ability to find the most recently viewed articles across different cases without initiating any search.

Note: This feature must be enabled by administrators for agents.

That's it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)

#365blogpostsin365days

{Do you know} Save notes faster with Quick save in Dynamics 365 Omnichannel

Hello Everyone,

Today I am going to share my thoughts on the Save notes faster with Quick save in Dynamics 365 Omnichannel.

Let's get's started.

With the Quick Save functionality, agents can save their notes faster by selecting  Ctrl+S on the keyboard.

This functionality helps boost productivity and removes the need to use "Save"  or " Save and Close" on the command bar.

This enhancement available with feature:

Pressing Ctrl + S on the keyboard no longer causes a full form refresh, which makes it easier to quickly save a note and continue typing.

Visual feedback confirms that the record is saved.

Users can still alternatively select Save or Save and Close on the command bar.

That's it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)

#365blogpostsin365days