Occasionally, the customer service agent has a requirement of creating a case manually. By adding the related information such as the subject, origin, priority, and the customer against which it needs to be recorded.

There are two OOTB approaches available for manual case creation.

• Using a case page
• Using quick create form

Using case page

The Case page is the most commonly used method for entering cases into Dynamics 365. As a case is entered, the agent who’s entering it specifies details about the case, like the case title, customer, case origin, and so on.

This is the most common approach for capturing the case manually which constitutes of the following steps:

1. Navigate to the Case page.
2. Provide related information on the Case page.
3. Save & Exit.

Using quick create form

The Quick Create: Case dialog box is a trimmed-down version of the Case page. It has only the most important fields for the case entity. 

This dialog box is used to quickly enter case information, to save time. You also use this dialog box when you’re creating a case in the context of another record. For example, if you add a case directly from an account in Dynamics 365, you’ll use the Quick Create: Case dialog box.

Quick Create dialog boxes can be accessed from the top navigation bar in the application, or from the related panel or an attached sub-grid on a parent record. Although a Quick Create dialog box isn’t available by default for every entity, it’s available for the case entity. Therefore, when you add a case from a related record, you use the Quick Create: Case dialog box.

This is suitable when creating a case against a related Parent record such as a Contact or Account record. The steps to capture a case using the quick create form are as follows:

1. Open the Account page.
2. Navigate to the related record, and select the Case tab.
3. Click on the New Case button to open the Quick Create: Case dialog box.
4. Provide related information on the Quick Create: Case.
5. Save & Exit.

The information is fetched from Microsoft documentation.

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In today’s fast-paced business environment, the successful management of field service operations is critical for organizations across various industries. Dynamics 365 Field Service, a part of the Microsoft Power Platform, is a powerful solution designed to optimize and streamline field service operations. In this post, we will explore the key steps to set up Dynamics 365 Field Service and how it can revolutionize your field operations, enhancing productivity, customer satisfaction, and overall efficiency.

What is Dynamics 365 Field Service?

Dynamics 365 Field Service is an end-to-end solution that enables organizations to manage and coordinate field service activities seamlessly. Whether you provide installation, maintenance, repairs, or other on-site services, this platform equips your team with the necessary tools and insights to deliver exceptional field service experiences. By automating processes, enabling real-time communication, and leveraging data-driven decision-making, Dynamics 365 Field Service empowers your organization to deliver efficient, personalized, and proactive field services.

Setting Up Dynamics 365 Field Service: A Step-by-Step Guide

Step 1: Assessing Business Requirements

Before diving into the implementation process, it is crucial to understand your organization’s specific field service needs and objectives. Conduct a thorough assessment of your existing processes, service level agreements, technician capabilities, and customer expectations. This step will lay the foundation for a successful Dynamics 365 Field Service setup tailored to your unique business requirements.

Step 2: Licensing and Subscriptions

Ensure that your organization has the necessary licenses and subscriptions for Dynamics 365 Field Service. Depending on your needs, you might require licenses for Dynamics 365, Field Service, and additional modules like Resource Scheduling Optimization (RSO) for advanced scheduling capabilities.

Step 3: Integration and Data Migration

To leverage the full potential of Dynamics 365 Field Service, integrate it with your existing systems such as customer relationship management (CRM), enterprise resource planning (ERP), and asset management systems. Smooth data migration from your legacy systems to Dynamics 365 will ensure a seamless transition without losing critical information.

Step 4: Configure Field Service Settings

In the Dynamics 365 administration portal, configure Field Service settings to align with your business requirements. Customize work order types, service territories, incident types, and other field service-related entities to match your specific operations.

Step 5: Set Up Resource Scheduling

Resource scheduling is a core aspect of Dynamics 365 Field Service. Enable the resource scheduling optimization feature to efficiently assign tasks to the right technicians based on their skill set, availability, location, and other criteria. This optimization helps minimize travel time, maximize resource utilization, and improve service response times.

Step 6: Mobile Enablement

Equip your field technicians with mobile devices and configure the Dynamics 365 Field Service mobile app. The mobile app enables technicians to access work orders, customer information, service history, and real-time updates on the go. This mobile enablement enhances productivity and allows for seamless communication between field technicians and the back-office team.

Step 7: Automation and AI Integration

Leverage the power of automation and artificial intelligence (AI) to enhance field service operations. Integrate IoT devices to monitor and proactively address equipment health, enabling predictive maintenance. Utilize AI-driven analytics to optimize schedules, detect potential issues, and provide valuable insights for continuous improvement.

Step 8: Training and Adoption

For a successful implementation, conduct comprehensive training sessions to familiarize your team with Dynamics 365 Field Service. Empower them to use the platform effectively, understand its capabilities, and embrace the digital transformation it brings to your field service operations.

Conclusion

Dynamics 365 Field Service is a game-changer for organizations seeking to optimize their field service operations. By setting up and harnessing the power of this comprehensive solution, you can streamline processes, improve resource utilization, boost customer satisfaction, and elevate your overall service quality. Embrace the digital revolution in field services with Dynamics 365, and pave the way for a more efficient and successful future for your organization.

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Power Apps Component Framework (PCF) empowers developers to build custom controls that seamlessly integrate with Microsoft Power Apps, Dynamics 365, and other Power Platform applications. These controls enhance user experiences by providing tailored functionalities and visual elements. In this blog, we will guide you through the process of creating and setting up a PCF control using Visual Studio 2019, Microsoft’s powerful integrated development environment (IDE). Let’s dive in!

What is PCF (Power Apps Component Framework)?

The Power Apps Component Framework (PCF) allows developers to create custom controls using modern web development technologies such as HTML, CSS, and TypeScript. These controls can be directly used within canvas apps, model-driven apps, and Dynamics 365 forms. By leveraging PCF, developers can extend the native capabilities of Power Apps and tailor solutions to meet specific business needs effectively.

Prerequisites:

Before we begin, ensure you have the following prerequisites installed on your machine:

1. Visual Studio 2019: You can download the latest version of Visual Studio 2019 from the official Microsoft website.
2. Node.js: PCF development requires Node.js to manage dependencies and build processes. Download and install the latest version from the Node.js website.
3. PCF CLI: Install the Power Apps CLI (PCF CLI) using npm, which comes with Node.js. Open your terminal or command prompt and run the following command:

npm install -g powerapps-cli

Creating a PCF Project in Visual Studio 2019:

Step 1: Launch Visual Studio 2019

Open Visual Studio 2019 and click on “Create a new project.”

Step 2: Select “PCF Control Library”

In the search bar, type “PCF” to filter the project templates. Select “PCF Control Library” from the list of project templates.

Step 3: Provide Project Details

Enter the project name and choose a location where the project files will be stored. Click “Create” to proceed.

Step 4: Configure the PCF Control

Visual Studio will prompt you to configure the PCF control. Provide the required details, such as the control name, namespace, and version.

Step 5: Writing Code for PCF Control

Visual Studio will generate the necessary files for your PCF control project. You’ll find TypeScript files, manifest files, and other related resources.

The primary code file is the TypeScript file (index.ts) that represents the logic and behavior of your control. You can use HTML and CSS files to define the control’s visual aspects.

Step 6: Build the PCF Control

Once you’ve written your code, it’s time to build the PCF control. Open the terminal in Visual Studio and execute the following command:

msbuild /t:build

This command will compile the TypeScript files and generate the necessary artifacts for the PCF control.

Setting Up the Control in Power Apps:

Step 1: Package the PCF Control

After building the control successfully, use the PCF CLI to package it. In the terminal, navigate to the root directory of your PCF control project and run the following command:

pac pcf push

This command will create a managed solution (.zip) file containing the PCF control and its related metadata.

Step 2: Import the Solution in Power Apps

In Power Apps, navigate to the “Solutions” section and import the managed solution (.zip) you created in the previous step.

Step 3: Add the PCF Control to a Form

Now that the solution is imported, go to the desired form where you want to use the PCF control. Edit the form and add the custom control to the desired section.

Step 4: Publish the Changes

Save and publish the changes you made to the form.

Conclusion

In this blog, we explored the process of creating and setting up a PCF control using Visual Studio 2019. The Power Apps Component Framework allows developers to extend the capabilities of Power Apps and create customized, powerful controls for their applications. By following the steps outlined above, you can now start building your own PCF controls to enhance user experiences and meet specific business requirements. Happy coding!

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Sometimes, a case might be the result of an activity like an email, phone call, or task. For example, a support agent might receive an email request for service directly from a customer. In these situations, you can convert activities directly to Dynamics 365 case records. The record creation and update rules in Dynamics 365 are used to automatically convert specific activities to Dynamics 365 records. This conversion can also be done manually on an individual record.

 Note

The next unit will cover the automatic creation of cases from activity records.

Out of the box, the following types of Dynamics 365 activities can be converted to cases:

• Appointments
• Campaign Responses
• E-mails
• Faxes
• Letters
• Phone Calls
• Service Activities
• Tasks
• Social Activities

Any custom activities that are created for an organization can also be converted to cases. For example, an organization might create a custom activity named SMS messages that’s used to work with text messages. These activities can also be converted to cases.

From within a specific activity, select the Convert To button on the command bar. You can then select whether to convert the activity to an opportunity or a case.

After you select To Case, the Convert to Case page appears. This page provides more information and lets you do things like close the activity as finished.

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