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@pluckYang(pluck Yang)

Microsoft 製品勉強メモ - CRM関連

Last updated at Posted at 2023-09-26

目次

Architect solutions for Dynamics365 and Microsoft Power Platform

勉強材料：https://learn.microsoft.com/en-us/training/paths/become-solution-architect/

Integrate with Microsoft Power Platform and Dataverse

勉強材料：https://learn.microsoft.com/en-us/training/paths/integrate-power-platform/

Work with Dynamics 365 Sales

勉強材料：https://learn.microsoft.com/en-us/training/paths/working-with-dynamics-365-sales/

Get started with the features in Dynamics 365 Project Operations

勉強材料：https://learn.microsoft.com/en-us/training/paths/get-started-features-project-operations/

Work with cases in Dynamics 365 Customer Service

勉強材料：https://learn.microsoft.com/en-us/training/paths/work-with-cases-in-dynamics-365-for-customer-service/

  • Get started with Dynamics 365 Customer Service

  • Managing cases with Dynamics 365 Customer Service Hub

    • Case creation and lifecycle

      • Any custom activities that are created for an organization can also be converted to cases
      • all case activities must be closed before you cancel a case
        • Canceled
        • Merged

    • Considerations for case creation automation

      • you can have only one active rule for the same source type and queue at any time.

    • Case management dashboard scenarios

      • Multi-Stream Dashboard(Tier 1 dashboard)
        • contain information about different entities
      • Single-Stream Dashboard(Tier 2 dashboard)
        • deeper into cases
      • Entity-specific dashboards
        • multi-stream dashboards that display data streams related to a single entity

    • Case management work with cases scenarios

      • Parent/child cases
        • Only one level of hierarchy is supported.
        • No more than 100 child cases can be associated with a single master (parent) case. If you need more than 100 child cases, you might have to manually create a custom case hierarchy.
        • three cascading closure options (None, Close all child cases when parent is closed, Don't allow parent case closure until all child cases are closed)
      • case merging
        • A maximum of 10 cases can be merged in a single action. The ability to merge up to 10 cases is available only through the user interface (UI).

    • Work with status reason transitions

      • status (Active, Resolved, Canceled)
        • status reason (associated with a specific record status and provides more information about why the record is in that status)
        • When you define Status reason transition options for an active status reason, there must be at least one path to an inactive status

  • Manage cases with Dynamics 365 Customer Service workspace

    • Get started with Customer Service workspace

      • multiple Session、Tab creatation
        • Select a record - Opens the selected item in a new session that displays in the session tabs.
        • Hold the Shift key while selecting a record - Opens the selected item in a new session that displays in the session tabs.
        • Hold the Ctrl key while selecting a record - Opens the selected item in a new tab within the existing session.
      • Organizations can create settings that allow for simpler navigation options that don't require agents to use keyboard selections.
        image.png
      • Work with enhanced case form
        • Agents can upload multiple attachments and take quick notes

    • Case creation and life cycle

      • Convert Activity records to a opportunity or case

    • Automate case creation

      • record creation and update rules
        • you can create multiple rules for a single source type, you can have only one active rule for the same source type and queue at any time.
        • A single rule can have multiple [rule items] defined.
          Each rule item consists of conditions and actions
          • condition
          • action
            • Record to create
            • Configure in Microsoft Power Automate
          • After the rule has found a matching rule item, it will apply that rule item and will stop checking for more matches
      • image.png
      • When the source type is set to Emails, you'll have the following options
        • Create records for email from unknown senders
        • Create case if a valid entitlement exists for the customer
        • Create cases for activities associated with a resolved case

    • Case management scenarios

      • Timeline - Displays related case activities, track the total time that agents spend on activities that are associated with a case to determine how much time to bill the customer.
      • Productivity pane
        • Smart assist - This AI-backed tool suggests potentially relevant knowledge articles and similar cases that might help to resolve the issue
        • Agent scripts - Provide guidance to agents while they're working on a case. You can create different scripts for different scenarios, such as different types of cases
        • Knowledge search - Allows agents to search the organization's entire Dynamics 365 Knowledge Management repository to find a potential resolution.
      • Parent and child cases
        • Each organization can have only one cascading closure option defined
      • Case merging

  • Use Microsoft Dynamics 365 Customer Service queues to manage case workloads

    • Introduction to Microsoft Dynamics 365 queues

      • Several types of queues are available in Dynamics 365:
        • Public: These queues are visible to the whole organization.
        • Private: The queues are visible only to users who have been designated as queue members.
        • Personal: These queues are associated with a specific user or team, and are visible only to that user or team.
          • personal queues are automatically created when a new user or team is defined, They can't be created manually

    • Configure tables for queues

      • Out of the box, queues are preconfigured only for cases and activities
        • Most record types can be routed to queues in Dynamics 365. But for most tables other than cases and activities, the capability to use queues isn't turned on by default
        • After you set up a table to use queues and save your changes, you can't turn queues off.

    • Create a Microsoft Dynamics 365 queue

      • If a queue will receive email, it must have an associated email alias. you can define which emails that come into the queue will be converted to email activities.
      • Queues can be deleted only if there are no queue items in them. All items in a queue must be removed (finished, deleted, or moved to another queue) before the queue can be deleted.

    • Work with queues

      • When a record like a case or an activity is routed to a queue, a separate record called a queue item is created.
        • Queue items are what agents see in the queue, and they're what agents use to select and work on specific records.
        • A record (for example, a case) can have a queue item in only one queue at a time.

    • Routing rule sets

      • highly recommend that you put more specific rule items higher in the rule set, so that they're checked first.

  • Agent collaboration in Dynamics 365 Customer Service

    • Set up Microsoft Teams chat in Customer Service

      • agents can start a new chat or link an existing chat to a record as they're working on customer records
      • Agent experience profiles enable you to create targeted app experiences for agents and supervisors
      • Link chats to Dynamics 365 records
        • standard record types, including case, account, contacts, knowledge article, and email, are available out-of-the-box, or you can add your desired record type
      • Introduction messages for a record type
        • Based on the view that's selected, the first five fields of the view will be used as the context card details

    • Use embedded Teams chat in Customer Service

    • Microsoft Teams meeting integration in Dynamics 365

      • The Dynamics 365 app enables you to view information of a record that is linked with a meeting.

    • Set up customer support swarming for complex cases

      • Dynamics 365 Customer Service Enterprise license
      • The swarm guide will provide guidance to the agents regarding what should be entered into any swarm request that they submit.
      • set up which case fields to include as part of the swarm form

  • Create or update records automatically in Customer Service Hub

    • Set up rules to create or update records automatically

      • use the record creation and update rule
        • Queue to monitor - Specifies which queue (if any) that the rule will be monitoring to look for records. For example, you might specify monitoring your organization's default support queue.
          • When you define a queue to monitor, when the rule is active, it will monitor all incoming activities to that source queue. If the activity type matches the activity type that is specified for the queue, such as an email, the rule will process the incoming activity to create or update records.
          • For an email source type, specifying a queue is mandatory. For all other source types, including custom activities, it's optional.
        • Activity type to monitor - Specifies which type of activity record that the rule will look for when applying the rule.
      • While you can create multiple rules for a single source type, you can have only one active rule for the same source type and queue at any time.
        • The previous scenario is also true if you have two rules that are not associated with a specific queue but have the same source type. Be aware of this factor as you design rules.

    • Configure rules for creating or updating records automatically Completed

      • rule items define the conditions to evaluate and the actions to take based on the conditions.
        • When the rule finds a matching rule item, it will apply that rule item and stop checking for more matches.
      • Conditions can evaluate specific contents in the activity to convert
        • specify the action to take when the condition is met
          • Record to create
          • Configure in Microsoft Power Automate
            • connect to the Microsoft Dataverse connector to populate data, need to sign in to the connector

    • Map records manually with Power Automate

    • Complete and activate your rule

      • Automatically reply to email, if you want to send an email to the customer after a condition has been matched and a case is created
      • it's best to place the most specific rules first and then work your way down the list.
Implement Microsoft Dynamics 365 Field Service

勉強材料：https://learn.microsoft.com/en-us/training/paths/implementing-dyn365-field-service/

  • Configure Microsoft Dynamics 365 Field Service

    • Key Field Service configuration considerations

      • image.png
      • Field Service uses Universal Resource Scheduling (URS) to schedule work orders in the application
        • You can verify this in the Resource Scheduling application.

    • Define Field Service products and services

      • need to define the products and services that will be used and delivered on work orders.
        • Field Service uses the traditional Dynamics 365 product catalog to define products and services.
      • three product types
        • Inventory: Products whose inventory levels are tracked and deducted from inventory when they are sold.
        • Non-Inventory: Products that are sold to a customer but are not tracked in inventory.
        • Services: Services that are sold on a time-and-materials basis.
      • Price lists can be defined in multiple places, such as in a work order or an individual product
        • A work order's price list is used if a product has a different default price list than the work order.
        • The price of the product will come from the list price on the product if an item is not on the work order's price list.

    • Work with work order types, territories, and status settings

      • Although it's possible to create new status settings, it's highly recommended that you don't customize Work Order Status settings.
        • For scenarios where you need more information about a work order, you can use the Work Order Substatus.
      • Territories are used to break larger service areas into smaller areas

    • Resolutions

      • organizations can report how work orders are resolved
        • Associate resolutions with work orders
        • Relate resolutions to specific work order incident types
          • When an incident type is added to a work order, any resolutions defined on the incident type will automatically be added to the work order.

    • Define incident and service task types

      • To simplify the creation of a work order, incidents are templates used to populate work orders.
        • A single work order can contain multiple incidents

  • Work order management in Dynamics 365 Field Service

    • Overview of the Field Service work order lifecycle

      • image.png
      • Work orders can be created:
        • Manually: By field agent, or centralized dispatch
        • Case: By customer support
        • Opportunity: By sales/scheduling
      • Work Order Scheduling:
        • work order schedule is created, resources are assigned to work on it, Once a work order is scheduled, the work order has a status on Open - Scheduled

    • Create and define work orders

      • make sure an opportunity can be converted, you'll first need to define the following.
        • A work order type: On the Field Service tab of the opportunity, for Work order type, enter a type.
        • A sales tax code: On the account record of the opportunity, enter a default sales tax code. If the account is tax exempt, note that on the account record as well.
      • make sure a case can be converted, you'll first need to define the following:
        • An incident type: On the Field Service tab of the case, define the incident type
        • A Price List: For the system to know how to price the products and services, a price list needs to be specified for the work order that will be created.
      • other ways to create work orders.
        • Agreements: Agreements provide the ability to autogenerate work orders on a defined schedule.
        • A scheduling portal: A customer might want to request service or schedule work orders from a portal.
        • Connected Field Service (CFS)/Internet of things (IoT): Because more IoT-enabled devices are in use, organizations are using them to change their service models.

    • Work with work order-related records

      • image.png
      • Work orders in Field Service are always associated with an account record
        • Service Account: Defines the account for which the work is taking place
        • Billing Account: Defines the account record that is responsible for paying, and where the invoice will be sent.

    • Work with incidents

      • When an incident is selected for a work order, it will automatically populate any products, services, and tasks that have been defined for it.

    • Scheduling considerations

      • As work orders are created, another record called a resource requirement record is created.
        • The resource requirement record is used to help the scheduling process.
      • image.png
      • image.png

    • Work with inventory and warehouses

      • Warehouses are located under the Inventory group.
        • When you're creating new warehouse records, you only need to supply a name for the warehouse.
      • Inventory adjustments and transfers
        • Inventory Adjustments: Adding or subtracting inventory to or from a warehouse.
          • A single adjustment record can contain multiple individual product adjustments
        • Inventory Transfers: Changing the warehouse location of product inventory.
          • a single transfer record can contain multiple product transfers.

    • Customer assets

      • using Connected Field Service
        • monitor the asset's health and trigger IoT alerts and work orders as needed
          • Record specific information about an item.
          • Create an historic log of all the work orders that are related to an item.

  • Define agreements in Dynamics 365 Field Service

    • Introduction

      • An agreement is a framework for automatically generating work orders and invoices at predefined intervals.

    • Booking setups

      • Booking setups define the specifics of how and when work orders are generated.
      • In the Work Order Settings section, you can define specifics about the work orders that will be created.

    • Booking setups

      • Booking setups define the specifics of how and when work orders are generated

    • Define invoices

      • Adding invoices to an agreement is similar to defining booking setups. The main difference is that you'll also define specific products that you want to include on the invoice
        • You can only create invoice products for products with an inventory or non-inventory type.

  • Use service-level agreements and entitlements in Dynamics 365 Field Service

    • Introduction

      • managing the level of service that a customer is entitled to:
        • Service-level agreements (SLAs) - Track and define what should happen when a case is opened, such as the initial response time by a support engineer or the time that it takes to resolve the case.
        • Entitlements - Agreements that define the level and type of support that a customer is entitled to.

    • Create an entitlement

      • After you've defined your price lists and have associated the necessary products with them, you're ready to create an entitlement.
      • While an entitlement can only apply to one customer, a billing account might be related to multiple service accounts
        • you can apply entitlements to work orders for multiple locations if the billing account is the same for all.

    • Entitlement conflicts

      • can apply multiple entitlements to a single work order product or service
        • However, one entitlement is selected by default, first by the Entitlement Prioritization value
          • selects the one with the highest priority (1 being the highest). Any priority value is greater than a blank priority value.
          • If no priority values exist, or if priority values are equal, the system will select the most specific entitlement.
      • Configuration considerations
        • Apply different discounts - If you want to apply a 10 percent discount on products and a 20 percent discount on services, it will require two entitlements.
          • If the work order service account matches the primary customer of the entitlement and the billing account doesn't, the entitlement won't be applied.
        • Apply entitlements to specific products or services - Adding products and services to the products subgrid in an entitlement will apply the entitlement when the product or service matches the work order product or service.

    • Create service-level agreements

      • Before you can create an SLA, you'll need to create the SLA KPIs that will be used in the service-level agreement
        • use the Work Order Arrival Time by KPI to measure if field technicians are arriving on site in a timely manner.
        • KPI Field, Out-of-the-box, the Work Order table includes two options to choose from:
          • Work Order Arrival Time KPI
          • Work Order Resolution KPI.
      • Define SLA items
        • image.png
      • If changes need to be made to the default SLA, it needs to be deactivated. After it's been reactivated, the SLA will need to be defined as the default SLA again.

  • Create custom apps for Dynamics 365 Field Service

    • Introduction

      • image.png
      • By using the Microsoft Dataverse connector, Power Apps can connect to Dynamics 365 applications, including Dynamics 365 Field Service apps.
      • Different types of apps in Power Apps
        • Canvas apps start with the user experience, crafting a highly tailored interface with the power of a blank canvas and connecting it to your choice of 500+ data sources. One of those data sources is Microsoft Dataverse, where you can build apps connected on Dynamics 365 data.
        • Model-driven apps start with your data model. Model-driven apps build up from the shape of your core business data and processes within Microsoft Dataverse to model forms, views, and other components. can automatically generate great UI that is responsive across devices
        • Portal apps are external-facing web applications that allow users outside of the organizations to sign in with various identities and view and create data in Dataverse.

    • Universal Resource Scheduling

      • is used across Dynamics 365 Field Service, Customer Service, and Project Operations to schedule work orders, service activities, and projects, respectively
        • can use Universal Resource Scheduling to schedule the records for any table within Microsoft Dataverse.
      • Three tables are used to schedule an item:
        • The item to be scheduled (for example, work order)
        • Resource requirement
          • defines the specific information that is required to schedule the item
        • Bookable resource booking
          • defines the selected date and time slot and the resource(s) chosen time to deliver the item
      • To be able to schedule a table with Universal Resource Scheduling, make sure that you include the following columns (Latitude, Longitude, From Date, To Date, Duration, Territory, Work Location)
      • The table that you want to schedule requires two one-to-many relationships from the table (Resource Requirement, Bookable Resource Booking)
      • Make sure that you define booking statuses for your table

    • Set up and customize schedule boards

      • schedule board provides an overview of resource availability and bookings

  • Get started with the Dynamics 365 Field Service Mobile application

  • Customize and configure the Dynamics 365 Field Service Mobile application

    • organizations can enable and configure multiple features, including the ability to:

      • Create offline profiles that determine which data can be taken offline.
      • Audit location to help schedulers know where workers are.
      • Enable push notifications to notify and remind workers of important information.
      • Configure barcode scanning.

    • Offline configuration

      • enable agents to continue having access to necessary information while not connected. When agents are working offline
      • Based on the offline profile that is defined for a frontline worker, the app will download data to a local database from the device at predefined intervals or on demand.

    • Barcode scanning and global search

      • Relevance Search feature lets you search across multiple tables to find the value that you're looking for
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