Move from USD back to the box
Microsoft is deprecating the Unified Service Desk (USD), and many teams are now searching for the right next step. The good news: there’s no direct 1:1 replacement, but there is a well-supported path forward — moving your USD configurations back into native Dynamics 365 Customer Service capabilities, primarily through Customer Service workspace (CSw). This guide […]
Align Dataverse security with your organisation
Most organisations want to restrict the security at least effort. By aligning the your Dataverse security with the organisation, you can manage your environment with limit efforts.
Deliver your own multi-session experience
While much attention is given to model-driven apps, canvas apps, and more recently, code apps, there is another category that is often overlooked but exceptionally powerful: multi-session model-driven apps. Unlike standard applications that provide a single user experience, multi-session apps enhance this by enabling users to help multiple customers simultaneously. Multi-session experience allows supporting multiple […]
Migrating non-existing users to Dataverse
When migrating data from your existing solution to Dataverse, one major challenge is handling users – especially when some people have already left the company. To assign records, a user in Entra AD is needed. This means you either need many fake users, or the data can’t be migrated. With stub users, it is possible […]
Make your own productivity tool for agents
Agent productivity is an essential element of service operations, where there is continuous emphasis on minimising Average Handle Time (AHT) through all feasible approaches. Within Dynamics 365, developing customised productivity tools has proven to be an effective strategy. These tools present the necessary user interface to agents via the side panel on the right. Currently, […]