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Measure Your Customer Service Results with Mystery Shopper

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 An American Express Survey indicated that “3 out of 5 Americans (59%) would try a new brand or company for a better service experience.”

Much like the importance of aligning your sales and marketing teams to drive growth, it is equally important to align your customer service reps and customers (in a sense) to ensure a shared view of your product, service, or brand’s reputation, likely all of the above.

One of the biggest mistakes companies make is assuming customer views.

How are you to know what your customer’s view of your company, service, or product is without asking them?

What about what your customers think about your customer service reps?

Though the reality may turn out to be harsh, it’s important your customer service reps know their strengths and where they’re falling short.

You won’t know until you ask, or, as Ledgeview recommends – implement a mystery shopper program.

Ledgeview recommends a Mystery Shopper program to create clarity and come out with a new focus on your customer service coaching program.

The best way to close the assumption gap is to work with a third party to eliminate bias. 

Work together with this third party to create real customer scenarios taken from your existing customer scenarios.

Have them call in to understand what a typical call is like, for example.

This audit will show you how your CSR (Customer Service Rep) team is truly doing. You may be surprised at the results.

If they come out negative, do not be discouraged, but encouraged to create a Coaching program around the results.

Even when the results lean positively, there is always room for improvement. Identify where that room is for your coaching program and work on it during your ongoing training with your CSR.

Mystery shopper programs provide actionable information for CSR managers to be better at their jobs by helping Customer Service Reps become better at their own jobs.

When you are able to identify key performers, underperformers, strengths, weaknesses, and holes in your strategy through a Mystery Shopper program, you open yourselves up to create a stronger coaching program and Customer Service Reps.

Stop the guessing game now. Try Mystery Shopper and see what happens. As far as Ledgeview’s concerned, you can only learn from it!


Learn more about Mystery Shopper programs and how to measure your results when you download Ledgeview’s latest eBook, “10 Best Practices to Improve Customer Service.”

>>> Download it here.

Ledgeview Partners Customer Service

Learn more about Ledgeview’s Customer Service Consulting Services here.


PRESS RELEASE: Ledgeview Supports Outagamie County with Backpacks for Kids Drive

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Media Contact: Julia Flaherty
Company Name: Ledgeview Partners
Area Code/Phone Number: (920) 560-6891
Email: jflaherty@ledgeviewpartners.com 

BEGIN PRESS RELEASE

Ledgeview Partners Supports Outagamie County with Backpacks for Kids Drive
Ledgeview Partners Invites Community Members to Donate from July 16 to Aug. 2

Ledgeview Gives to Backpacks for Kids

Appleton, WI, July 16, 2018 – Ledgeview Partners announced today that it will support Outagamie County’s Back to School Program for the third year in a row.

Chad Collett, Director of Marketing at Ledgeview Partners, reflects upon the program’s continuous success in its third year.

“Entering into our third year of participation in the Backpacks for Kids school supply drive, it is exciting to see the overwhelming generosity that our employees display every year,” Collet says.“A good education is paramount to a child’s success, and we want to do our share in our community to provide them with the supplies they need to accomplish that.”

According to Outagamie County, the program has provided “students in need in grades K-12 with a backpack and basic supplies for that very important first day of school since 1990.”

In 2017, the county reports that they provided 860 children with a new backpack filled with the supplies they needed to succeed during the school year.

The program is volunteer-driven. Organizations throughout the Fox Valley area of Wisconsin within different industries give back, and, this year, Ledgeview Partners is inviting community members to contribute to their own internal efforts to support the program.

Fox Valley, WI area community members are invited to donate to Ledgeview Partners’ efforts from July 16, to Aug. 2. Stop by the Ledgeview Partners offices during the collection period, Monday – Thursday from 8:00 a.m. to 4:00 p.m. to donate.

Ledgeview Partners will drop off supplies to Outagamie County on Friday, Aug. 3. Donate your supplies to Ledgeview’s headquarters during the collection period. Ledgeview Partners is located at:

14 Tri-Park Way
Appleton, WI 54914

This is truly a fun and easy way for Ledgeview Partners employees and the outstanding community that lives in the Fox Valley area of Wisconsin to give back, help out, and give children in the area hope for an outstanding school year!

When kids have the supplies they need to get them through the year, they tend to make better connections with their peers, become more motivated, and enjoy their day-to-day more and more.

As Outagamie County says,“A new backpack can put the biggest smile on a child’s face!”

Community members can donate directly to Outagamie County or Ledgeview. Supplies being collected include:

  • Backpack
  • Markers (K-6 Only)
  • Glue Bottles (K-6 Only)
  • Colored Penciles (K-6 Only)
  • Glue Sticks (K-6 Only)
  • Crayons (K-6 Only)
  • Folders (Primary Colors)
  • Notebooks (Primary Colors)
  • Erasers
  • Rulers
  • Black or Blue Pens
  • #2 Pencils

If you cannot donate during Ledgeview’s collection period, you can donate directly to Outagamie County. Drop off your supplies directly to the county at:

Youth and Family Services Building
500 W. Fifth St.
Appleton, WI 54911

If you cannot drop by the offices with supplies, checks can also be mailed directly to the program, to a different address. Make checks out to: Outagamie County — Fiscal, and mail to:

320 S. Walnut St.
Appleton, WI 54911

Other inquiries regarding the program should be forwarded to Pennyjane.strauss@outagamie.org or you can give them a call at (920) 832-5515 for more information.

Ledgeview looks forward to rallying with the community to give back to a community that helps the state of Wisconsin shine.

END PRESS RELEASE

Learn more about Ledgeview’s commitment to charity and helping nonprofits help their communities through CRM here.

Backpacks for Kids

Form Look Up

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Form Look Up Today, we Learn how to create Form Look Up Step: 1 Create a Project and Add two forms. Step :2 Add HCMWORKER table in SL_LookUp_Form Data Source. Add Grid and Drag and Drop the two fields...(read more)

Organisational Accounts for Workflow in Microsoft Dynamics GP 2018

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Microsoft Dynamics GPWith the release of the Microsoft Dynamics GP 2018 July Hotfix you now have the option of using Azure Active Directory Organization Accounts for the originator, approver and manager roles in Microsoft Dynamics GP Workflow.

Making Azure Organisation Accounts work with Workflow for originators, approvers and managers now means that Workflow can be used in pure Azure environments which do not have a traditional Domain Controller available.

Lucas Miller on the Dynamics GP Support and Services Blog has a blog post running through the steps to configure and install the necessary components to use this new functionality.

Read original post Organisational Accounts for Workflow in Microsoft Dynamics GP 2018 at azurecurve|Ramblings of a Dynamics GP Consultant

Tip #1134: Moving Users Between Business Units

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 As discussed in 917, moving Users between Business Units can be difficult and, as Joel suggested in 935, a good option when setting up a new system is to add a child Business Unit from the outset and add all the Users there. In a recent implementation I did not do this (in my defence, I did start the project before Joel wrote the tip.) So what do you do when you have ignored the Tips of the Day and are experiencing Spießrutenlaufen?

In my scenario I had 300 users to move to child Business Units. Also, as the change was driven by a security requirement, all Security Roles were changing. This was my approach.

First of all I needed to know who had what Security Roles. This can be done with the SSRS User Summary report which comes with Dynamics. You also will need to check whether any of your Teams have Security Roles assigned and whether these need moving and the consequences. In our case this was not a problem but, if it is, I would try Mitch Milan’s SnapShot! tool which is excellent for such things.

Exporting the User Summary report to Excel allows you to work out the ‘clusters’ of Users with the same security configuration. This means you can deal with groups of Users at once, which will save time. In my case this meant I was dealing with 90 clusters instead of 300 Users.

Once I knew the clusters, this is what I did:

  • I set up a tickbox on the User record called “User in Transition”
  • I created an On-Demand Workflow which toggled this tickbox
  • I created a User view which showed all Users with the tickbox ticked

Why so much effort? Because this gave me the most flexibility as you cannot do much with Users in an Advanced Find search, other than run a Workflow. In theory you could do it all from the Settings – Users screen but I liked the idea of the tickbox in case I got distracted and wanted to double check where I was up to.

This was the process:

  • Pick a cluster of Users (either handpicked in Settings – Users or via Advanced Find)
  • Run the Workflow against them
  • Go to Settings – Users and display the view of tickboxed Users
  • Change the Business Unit for the Users
  • Manage the Roles of the Users
  • Run the Workflow again to toggle off the tickbox
  • Confirm there are no Users in the tickbox view
  • Rinse and repeat

I am sure others will have suggestions for alternative approaches e.g. automation through scripting and the use of some of the excellent tools in the xRMToolbox so if you have ideas, put them in the comments section below.

Ten Strategies to Increase CRM User Adoption

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“We’ve decided to implement Dynamics CRM in our business. We believe it will improve what we do. Full training will be provided.”

I hope that this isn’t the usual communication provided by businesses when making the decision to use CRM. I would like to think there’s a bit more fanfare and excitement when the announcement is made!

image

Implementing a CRM can be a big change not only for the business, but users too. It will undoubtedly change the way they do things and helping them understand the positives is essential for a successful implementation. However, that doesn’t mean you can’t make it fun! Here are ten things you can do to create excitement and therefore, user buy-in, around CRM:

  1. Have a fun project name
    Getting users to name the project is a great way to involve them very early on! Some of the names we’ve come across include Wrangler, The Good, The Bad and The Ugly and Yoda!
  2. Create a fun theme
    In the case of project Yoda (which was actually an acronym!), each roll out, training session and document centred around Star Wars. Even the icons in CRM were Star Wars related.  I can confirm that there were lightsabres and even a re-enactment of a fight scene. How could users not get on board?!
  3. Have a countdown
    Make this visible to the business! You could have something as simple as “10 days till CRM” and update it daily. What would make this more effective would be doing something every day for a week leading up to Go Live day; just be sure to make it fun!
  4. Gamification
    Dynamics 365 has a gamification module so if that’s something you’d like to use within your teams, you can get the ball rolling before implementation. Quizzes or games (with prizes!) are a great way to get users on board. Want to know more? Check out this link: https://appsource.microsoft.com/en-us/product/dynamics-365/mscrm.f6d23ec7-255c-4bd8-8c99-dc041d5cb8b3?tab=Overview
  5. CRM Champions
    These people make all the difference. They are your super users and will keep the CRM flag flying high. They are users, but ensure they have influence within the team as they will nip those CRM grumblings in the bud! Most importantly, get them involved in requirements, training and UAT. Also consider setting up a user group post go live to ensure there’s continuous conversations on how to get more out of CRM to improve your business.
  6. Keep it simple
    There’s always the temptation to go overboard but keeping it simple can go a long way to maintaining user adoption. Having a CRM already changes the way they do things so try not to introduce new processes, too many fields on forms, etc. unless necessary. There can always be an enhancements phase!
  7. Training
    Effective training is important; if users don’t know how to use it then there’s very little chance of success. Invest time and resources into training; if CRM is important for your business then your users need to be comfortable with using it. Consider having a wide array of resources available to meet the needs of different users. In some instances, a training document works for some, but videos and online resources could prove more effective for others. Here’s an example of a video blog which could be used to support training:
    https://www.magnetismsolutions.com/blog/davidmochrie/2017/10/24/overview-of-auto-capture-feature-in-microsoft-dynamics-365
    Gauge your audience and their learning needs when deciding.
  8. Post Go Live
    They’re using it but how do you maintain excitement? How about a CRM tip of the day? It’s quick, easy and maintains momentum with minimal effort.
  9. Feedback
    During UAT and Post Go Live, encourage feedback. Users will no doubt have useful recommendations. The most important part is to keep users in the loop. Acknowledge their feedback. Making valuable changes to CRM based on user feedback will strengthen their engagement with it.
  10. Show the value add
    “Implementing CRM will improve our business” What better way to maintain engagement by showing users how the business is improving. Show them the cool reporting, how much knowledge you’ve gained about customers and strategies you’re implementing as a result. Not only will this keep users engaged but will ensure that quality data is entered because they will now understand the importance of it.

CRM will add value to your business but users are your most important asset to drive this.

AIF Services Ax2012

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AIF Services In few steps. Today we learn how to create AIF service Step 1 Create Table with two fields Name Phone Screenshot reference: Step 2 Create Two classes Student Contract & Student Service...(read more)

How to Get Current Company

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How to Get Current Company Hi, Please use to get current logged in company with curExt(); Example : static void curExtExample(Args _arg) { str _CompanyId; ; _CompanyId= curExt(); Info(_CompanyId); } You...(read more)

How to override form control Lookup using extensions. D365FO

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In D365FO we have a bunch of events to subscribe on a form control level: right click on lookup event of control to subscribe the event and paste in class. [ FormControlEventHandler ( formControlStr (...(read more)

Financial Negative Inventory in Dynamics 365 for Finance & Operations

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Financial Negative Inventory in Dynamics 365 for Finance & Operations For most clients, the concept of the separate physical and financial flow in Dynamics 365 for Finance & Operations is a new concept. It is one of the very first things I ...read more

How to get Employee Dimensions

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Here is the sample code to find the dimension by Name. In the below sample code we are using cost center Dimension for searching. static void job1(Args _args) { HcmEmployment hcmEmployment; DimensionAttributeValueSetItem...(read more)

Event handler for QueryExecuting to filter data

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You can use the below code sample to filter data in query execution event 1. Copy Form ->Data source >Event > onQueryExecuting. 2. Paste this code in the New class. [FormDataSourceEventHandler...(read more)

Simple Look Up D365FO - AX-2012

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Simple Look Up Today we learn Simple Look Up in just 4 Step Step : 1 Create a form Then add StringEdit Control in Design and override the lookup method. Step :2 Copy Paste this Code in the lookup method...(read more)

Row-Level Security in Power BI with Dynamics 365

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Power BI offers a suite of security features to help restrict data. One way to do this is with Row-level security. Row-level security (RLS) with the Power BI Desktop can be used to restrict data access for specific users, filtering data at the row level, and defining filters within roles.

In today’s blog, we’ll go over how to set-up this feature in Power BI and an example of how you can use it in Dynamics 365.

What you will need:

  • Power BI Desktop
  • Dynamics 365 Organization linked with Power BI Service

In this example, we’re going to be using an Excel file composed of 10,000 fictional Orders, across multiple companies, located on the West and East Coasts. Our goal is to have a single Dashboard viewable within Dynamics 365 that displays the records appropriate per role.

Our starting point will be the image below, all orders put into a simple Orders Dashboard.

row-level security

Defining Roles within Power BI Desktop

1. Select the Modeling tab.

2. Select Manage Roles.

row-level security

3. Select Create.

4. Provide a name for the role.

5. Select the table to apply a DAX expression.

6. Enter the DAX expressions. This expression should return a true or false.

row-level security

7. Select Save.

Viewing a Role within Power BI Desktop

Once your role has been created, you can view the results of the role by executing the following steps:

1. From the Modeling tab, select View as Roles.

row-level security

2. The View as Roles dialog allows you to change the view of what you are seeing for that specific user or role.

row-level security

3. Select the role you created and then select OK to apply that role to what you are viewing. The reports will only render the data relevant for that role.

row-level security

Compared to the image we saw earlier; the difference is clear:

row-level security

We are now ready to assign the role to a new user.

Assigning Roles in Power BI

1. Navigate to the Power BI service.

2. Go to DATASETS and click on the ellipses to the right of the name.

3. Click on SECURITY.

row-level security

4. Enter the name of the user or group you want to apply Row-level security to.

row-level security

5. Click Add.

6. Click Save.

Now that we have a working Power BI Dashboard with Row-level Security applied, let’s look at how it renders in Dynamics 365.

1. From the Dashboard, add a new Power BI Dashboard and select the Dashboard you published to the Power BI service.

Note: if you are not presented with the option to create a new Power BI dashboard within Dynamics, you may need to enable Power BI on the Reporting tab in System Settings.

row-level security

2. Share the Dashboard with any user or team who will need access.

row-level security

That’s it! Maximizing the report in CRM as Power BI and CRM administrators, you’ll be able to view the Dashboard with the entire data set.

row-level security

If you sign in as a Standard User and view the same Dashboard, we get different results from Row-level security in Power BI. From this screen, we can also leverage Power BI to dig into the data appropriate to their role.

row-level security

Row-level security in Power BI gives you the ability to restrict data at the row level based on true or false statements for users or groups. Leveraging the compatibility of Dynamics 365 with Power BI, we can use Row-level security to show users within CRM only the rows appropriate to their role.

You can achieve the same results by putting your data into CRM and using CRM Security Roles, however, here are a few reasons you might want to use this method instead:

  • Not wanting to store data in Dynamics 365 due to storage space or business decisions.
  • Needing to manage one Dashboard instead of multiple ones per user/ team within Power BI.
  • Business doesn’t want to run an integration between the data warehouse and Dynamics 365.
  • Not wanting to modify existing security roles or business unit security in Dynamics 365.

In the situations above, Row-level security with Power BI offers us an option to present the clearest information with reduced administrative overhead to Dynamics 365 Administrators. To learn more about Power BI, check out our Power BI Showcase.

Happy D365’ing!

How to Block Dimension Combinations in Dynamics NAV or Business Central

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How to Block Dimension Combinations in Dynamics NAV or Business Central This post continues with exploring the topic of Dimensions in Dynamics NAV (further, “NAV”) and Dynamics 365 Business Central (further, “ D365BC ”). Other posts have already discussed ...read more

User Security Manager – My first XrmToolBox Plugin

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Being one of the biggest fan and the most frequent daily user of XrmToolBox, always had this wish to write a plugin for it. Thanks to Prashant Maurya  (a dear friend and ex-Microsoft Employee) for making...(read more)

Free GP Transaction Search v2.0 now available with new RM and SOP search windows!

Hidden shortcut on Item lookup window

Dynamics GP 2018: Organizational Accounts and Workflow

Add a Report to a Role Center Page

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The Microsoft Dynamics AX report web part is used to display reports in Role Centers and the Enterprise Portal. There are two options for Role Center modifications: a user-specific personalization, called...(read more)
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