What if your most depended upon customer service rep leaves the company and no one else on the team has the level of knowledge he had on various topics? Or at the most granular level, wouldn’t it be incredibly useful if canned suggestions surfaced when opening a service case for a customer?
There is no reason to spend excess time and money researching and troubleshooting the same (or similar) issues repeatedly. Plan ahead and build a knowledge base which withstands the test of time (and turnover) and is shareable both internally and externally.
Knowledge Articles in Microsoft Dynamics 365 provide the ability to create articles with versioning and translation functions. Building a base of Knowledge Articles allows Customer Service Reps to reference and utilize the information to deliver accurate and consistent information to customers, while following the organization’s processes.
By providing access to the article directly from a Case record, the rep can link the article to the case, thereby documenting its inclusion as a step for resolution. Not only can the rep use the information as an assist to themselves, they can opt to share the article with their customer, who may prefer to “do it themselves.”
Knowledge Articles not only benefit reps, who now have answers at their fingertips, those that administer the articles also have something to gain. Analytics are measured which provide article insights for content managers. A couple key stats are how many views each knowledge article has, and the Cases which have been associated to the article. These statistics allow administrators to not only evaluate which articles provide the most value, but ultimately it may provide intel into where there may be a bigger issue which needs attention.
It is worth mentioning that the topic discussed herein is an updated feature which has gone through a handful of iterations throughout the years with Microsoft Dynamics CRM. This most current version introduces some major improvements and enhancements over previous iterations. Do note, that while you can continue to use the legacy Knowledge Base Articles, it is good practice, and a Microsoft recommendation, to transition to the Dynamics 365 Knowledge Articles, as they provide improved capabilities and translation support. Microsoft has confirmed that the legacy Knowledge Base Articles will be deprecated sometime in the near future.
Ever wonder how your team can work more efficiently in D365? The answer is automation, and the number one tool to automate processes in D365 is workflows. Many of the simple (and complex) tasks users perform in D365 can be automated using workflows. Workflows evaluate given parameters and perform actions based on predetermined logic. Such an example is the automation of sending a welcome email when a new contact is created without you having to lift a finger.
Workflows in D365 are processes that typically work in the background to automate the flow of information. D365 Workflows are comprised of triggers, conditions, steps and actions. These properties determine the behavior which you want to have occur which impact your D365 records.
There are many functions you can accomplish using workflows in D365, below are some of the most common:
- Automate Emails – Send out Emails to accounts, contacts or users when a certain criterion is met
- Transfer Information – Automatically pass data from one entity to another entity
- Update Fields – Update fields value based on different conditions and field value changes
Join us for the second part of the Power BI 101 series as we drill into how to create a financial dashboard. Displaying financial data on a single dashboard allows you to monitor and optimize any financial trends. In just a few clicks we’ll show you how to create a dashboard using your own financial data.
- View all of your financial data on a single dashboard
- Drill down into specific metrics that are important to your business
- Monitor finances to help with future forecasting
Date: Tuesday October 30, 2018
Time: 11:00AM - 12:00PM EST
Dynamics 365 Business Rules help organizations achieve automation by performing tasks for users based on predetermined logic. This means less time entering data and more time making key decisions. Business Rules can also be used to enforce behavior by controlling certain field properties. This allows upper management to ensure proper steps are taken daily. If these controls are implemented properly, both the organization and users will see the benefit afforded through the configuration of Business Rules.
Business Rules in Dynamics 365 are a simple way to apply logic to your business data without the need for any code. D365 Business Rules are effective, yet easy to manage. The typical Business Rule follows the “if, then” statement structure and often contains two or more parts. The first part is always a condition statement where you state the condition which will trigger the business rule to take effect. The second part is the action, meaning once the set condition has been met, what action should be performed.
Below is sample Business Rule diagram to illustrate how a typical Business Rule is setup.
As you can see, the condition statement is checking the Estimated Revenue for an opportunity, if the Estimated Revenue exceeds a certain threshold then an account manager must be associated to the opportunity. Simple rules like these can help organizations improve their daily process and grow more effective to achieve their goals.
Business Rules in Dynamics 365 can perform an explicit set of functions against records. Below is a list of the actions and what each does.
- Create Business Recommendations: Provide users a recommendation on suggested next action
- Lock/ Unlock Fields: Lock/Unlock fields to control user input
- Show Error Message: Alert users when certain key information is missing or entered incorrectly
- Set Field Values: Automatically populate fields based on set conditions
- Set Default Value: Enter default value on normal conditions
- Set Field Requirement Levels: Enforce data capture to ensure fields are completed
- Set Visibility: Show and hide fields based on conditions
Now that you know what Business Rules are capable of, why not try creating one for yourself. Checkout our step by step instructional video on how you can setup your own business rules.
Management Reporter provides the flexibility of consolidating financial data across one or multiple organizations in one single report. This report includes a summary (consolidated) report for all companies as well as the option to view a report for each of the companies that you are using on the consolidation.
The simplest method to create a consolidation of all companies is by using a reporting tree. A reporting tree is an optional “building block” that allows you to list all companies to be consolidated. Once the report is generated you will have the option to select any company from the reporting node on the consolidated report.
Viewing Companies Side by Side
The second option for consolidated reports is to show each company side by side. This can also be achieved by defining a reporting tree with all companies and using that reporting tree to assign each company on separate columns.
Consolidated currency translation
Management Reporter also offers the ability to consolidate different currencies in on the report, where users can select at real-time any currency previously setup in each Dynamics GP company. The following items must be set up to achieve currency translation:
The Fixed Assets module for Dynamics GP helps your business improve its asset management by automating the accounting processes surrounding your property. You can use Fixed Asset Management, to set up, enter, and maintain asset records. When necessary, you can add insurance and user-defined information and create additional records for each asset, including investment tax credit information and lease information.
Simplify the depreciation process with modification, recalculation, averaging, comparison and projection capabilities.
Capture asset information in multiple books, allowing depreciation to be tracked under different methods for alternative reporting needs.
Provides accurate and accessible information – capture changes necessary for tax and financial reporting purposes.
Improve efficiency by automatically connecting with Intercompany, Purchasing and General Ledger modules
The Professional Services Tools Library (PSTL) can be implemented in your Microsoft Dynamics GP environment very quickly. This add-on contains a large assortment of 25+ free tools for any business wanting to increase their business productivity. These modules are listed below;
- Database Disabler – Allows the administrator to block users from logging into a company. The company will not appear in the list of companies when logging in to Microsoft Dynamics GP until the administrator unblocks the database.
- Shortcuts Copy – Use this tool to copy the shortcuts options from one user to another user.
- Update User Date – The Update User Date utility automatically updates the user data in Microsoft Dynamics GP to the next date at midnight each day. This is useful if Microsoft Dynamics GP is left running overnight.
- Menu Inquiry Utility – Shows windows that are enabled and visible in Microsoft Dynamics GP.
- Account Modifier / Combiner – Change a single or multiple account number(s) into new account numbers. Combine all of the open and historical data from two account numbers into one number or combine a range of numbers.
- Checkbook Modifier – Allows the change of an existing checkbook ID to a new checkbook ID.
- Fiscal Period Modifier – Use the Fiscal Period Modifier to change fiscal year definitions and reset data in the open and history tables. See detailed instructions before using this tool. Clicking on Setup Periods button removes previous year’s definitions.
- GL Master Triggers – Keep the account numbers in sync between company databases. Add an account number to one database and it automatically replicates to other assigned databases.
- 1099 Modifier – If the vendor was not set up as a 1099 vendor, can be used to update the records.
- PM Master Triggers – Adds new vendors to additional selected company databases.
- Vendor Combiner – Use the Vendor Combiner tool to combine a current vendor ID with another existing vendor ID.
- Vendor Modifier – Use the Modifier tool to change an existing vendor ID or range of vendors to a new vendor ID. All work, open and history transactions are moved to the vendor ID.
- Vendor Name Modifier – Use this tool to change the vendor name.
- Minimum PO\Receipt Number – Stops Microsoft Dynamics GP from looking backward for unused document numbers.
- POP Cost Defaulter – Defaults the current cost or the standard cost from the item master card instead of from the Item Vendors record.
- Customer Combiner – Use this tool to change or combine customer numbers without any loss of work, open or historical records.
- Customer Modifier – Change the customer name on all work, open and historical records.
- Customer Name Modifier – The Update User Date utility automatically updates the user data in Microsoft Dynamics GP to the next date at midnight each day. This is useful if Microsoft Dynamics GP is left running overnight.
- Receivables Transaction Unapply – Reverses the effect of applying payments, credit memos or returns, even if there are discounts and/or write-offs associated with the document.
- Customer Item Lookup – See prior purchases made by a customer during the sales order entry process.
- SOP PO Number Check – Checks to see if a Customer PO number has already been entered on a sales transaction.
- Inventory Site Modifier / Combiner – Change or combine the current Site / Location Code to a new code without losing any data.
- Item Number Combiner – Combine two items number that were setup for the same item and both were used.
- Item Description Modifier – Change item descriptions on all previously created transactions – including sales orders and purchase orders.
- Item Number Modifier – Change an item number to a new item number.
- Certified Payroll Report – Use the Certified Payroll Report with US Payroll to add a project number to employees’ hourly transactions and track them on a per project basis. This tool will also capture information posted from the Timesheet Entry window in Project Accounting Timesheet Entry. Print these transactions on a weekly report and view employees, departments, job titles and pay codes by project.
- Employee Modifier – This tool allows the user to change an existing employee ID to a new employee ID.
- Fixed Asset Modifier – Change or combine the current Site / Location Code to a new code without losing any data.
- Doc Date Verify – Prevents entry into an undefined fiscal period.
- Default Add Item POP / SOP – Forces new items in the Sales Transaction Entry, Purchase Order Entry, Receivings Transaction Entry and Purchasing Invoice Entry windows to be added as items and not as non-inventory items
- Company Copy – This tool allows the setup and report option information from one company to be copied to another company.