At Your Service

In this episode (sponsored by Ingenius), our hosts talk with Todd Lewis and Leigh Weinshelbaum from CafeX about Omni-channel communication.    Topics include: What Omni-channel communication means to the panel The need for OmniChannel Customer experience The push for omnichannel experiences by Millenial customers and employees Examples of great Omni-channel experiences Wesley Chapel Toyota Delta Discussion of CafeX features and capabilities LiveAssist for Dynamics 365  As always, you can reach out to our hosts on Twitter: Shawn (@crmhobbit) Scott (@fldservice_guru)  Our guests, Todd and Leigh can be contacted via email:  Todd.Lewis@cafex.com lweinshelbaum@cafex.com   More information on LiveAssist for Dynamics 365 can be found at:  https://www.liveassistfor365.com/en/

In this episode (sponsored by CRMUG/D365UG), Shawn and Sarah (yes, the Diva herself) discuss more things you need to know when implementing Customer Service, including…   Record Types and their Functions The importance of the Contact Know Your Customer Knowledge Management Relationship Insights and Service Case Creation Rules Action Cards SLAs Great example of customer service – Delta Airlines Email Templates …and more

This episode is sponsored by KingswaySoft. Guest Profile Ivan Stano is the COO of Resco.net. Resco is the leading third party mobile app for Dynamics 365, and the platform on which Microosft's Field Service mobile app is built. Topis discussed int his episode: The history of Resco and Dynamics CRM/365 Offline challenges How Resco's approach to offline is different Rapidly changing mobile world Field service mobile Resco.next converence and what you can expect Configuring Resco Links: Resco.next conference: https://www.resco.net/next/home/ Woodford user guide: https://www.resco.net/woodford-user-guide/ Resco on Twitter: www.twitter.com/rescoMobileCRM  

This episode is sponsored by Maplytics™ by Inogic. This week we are joined by Kyle Hill (kylohill) and Chris Huntingford (tattooedcrmguy) live from CRM Saturday London. What we learned at Dynamics 365 Saturday The Outlook Client is back! Using bots in Dynamics 365 Links:  Dynamics 365 Saturday London Dynamics 365 Saturday on Twitter Continued Support for Outlook Add-in on Dynamics 365 team blog Kyle Hill LinkedIn Chris Huntingford LinkedIn Those Dynamics Guys This episode is a production of Dynamic Podcasts LLC. Subscribe to the  CRM Audio network of podcasts on Apple Podcasts.

This episode is sponsored by KingswaySoft. This week, Shawn and Scott fight through illness, technology issues, scheduling conflicts and more to bring you a new episode of At Your Service!  This week we begin our “What you need to know” series on Customer Service.  Also, announcements regarding our involvement in the Field Services/Project Service Automation SIG with CRMUG!   Our hosts also discuss:   What are the major areas within Customer Service for Dynamics 365? How do you provide service to your clients?…what type of company you are, how you deliver and measure successful customer service. Customer Service implementations are rarely ever only supported by Dynamics 365.  Commonly, there are integration points for telephony, ERP and other backoffice systems Marketing plays a big role in how you manage customer service.  Often, cases can be converted into opportunities for the sales team to manage through to an order. Where are your CS resources?  Distributed CS teams can be the subject of international l

This episode is sponsored by CRMUG/D365UG. In this episode, we discuss: Welcome to AYS in 2018! Voice as an AI control for consumers and businesses At Your Service companion blog (atyourservicepod.com) Big plans for AYS in 2018!!! DivaTime with Sarah Jelinek: Unified Service Desk isn’t just for Call Centers Music by HookSounds http://www.hooksounds.com   Follow the podcast on the At Your Service official blog at www.atyourservicepod.com Follow Shawn on Twitter at www.twitter.com/crmhobbit Follow Scott on Twitter at www.twitter.com/fld_serviceguru Follow Sarah on Twitter at www.twitter.com/dyn365diva

This episode is sponsored by KingswaySoft. Shawn and Scott are joined by Ben Vollmer, Microsoft Leader for Dynamics 365 Field Service to discuss Connected Field Service. How is Microsoft's approach to connected field service different than other platforms? The value of universal resource scheduling Internet of Things (IoT) and field service Manufacturing, service providers, and internal asset management The ROI of connected field service Connected field service security IoT alerts Ben's predictions for the future of connected field service In the DivaTime segment, Sarah Jelinek talks about Automatic Record Creation and Update rules, which can automate your case creation for Dynamics 365 This episode is a production of Dynamic Podcasts LLC. Subscribe to the  CRM Audio network of podcasts on Apple Podcasts.

This episode is sponsored by inogic. Shawn Tabor and Scott LeFante discuss what's new in update 4 for Field Service and Project Service Automation in Dynamics 365. Other topics and links in this episode: Shawn is certified Field Service certification Exam Dynamics 365 November updates Plus, we introduce a new segment "DivaTime with Sarah Jelinek." This week, Sarah talks about knowledge management and strategies for capturing tribal knowledge. Got suggestions? Tweet us! Shawn Tabor: @crmhobbit Scott LeFante: @FldService_Guru This episode is a production of Dynamic Podcasts LLC. Subscribe to the  CRM Audio network of podcasts on Apple Podcasts.

This episode is sponsored by KingswaySoft. Special guest Colin Vermander, Technical Director for Adoxio, joins Shawn Tabor to discuss self service portals, and what you need to think about when deploying portals for customer service. typical challenges when implementing self-service portals user experience journey mapping managing demands for over automation of processes the benefits of iterational portal development This episode is a production of Dynamic Podcasts LLC. Subscribe to the  CRM Audio network of podcasts on Apple Podcasts.

In this episode (sponsored by Kingswaysoft) Shawn is joined by Sarah Jelinek from Arctic Information Technology. Sarah is @dyn365diva, she leads the Customer Service SIG for CRMUG, and she is a frequent speaker on all things related to customer service in Dynamics 365. Topics discussed in this episode: The importance of customer service Customer service best practices Lessons learned about knowledge management Sales literature Where did "Dynamics 365 Diva" come from? Questions for the Diva How do queues improve response time? Subject tree recommendations KB article authoring and approval best practices Why Sarah is active in the Dynamics community This episode is a production of Dynamic Podcasts LLC. Subscribe to the  CRM Audio network of podcasts on Apple Podcasts.

In this episode of At Your Service, Shawn Tabor and Scott LeFante discuss Universal Resource Scheduling with Dynamics 365 Field Service. Prerequisites for use How to enable resource scheduling for an entity Great ways to surface resourcing within the schedule board Links: Tipster Guide to Universal Resource Scheduling July 2017 update for Field Service and Project Service Automation – Universal Resource Scheduling (Part 1) July 2017 update for Field Service and Project Service Automation – Universal Resource Scheduling (Part 2)

In this episode of "At Your Service (sponsored by KingswaySoft), Shawn, Scott, and Ivan talk about the mobile options available for Dynamics 365 Field Service. Recent hurricanes like Irma and Harvey have underscored how having mobile access for field service is, even when not connected. Topics discussed:  When should you use field service mobile (Resco)? When should you use the standard Dynamics mobile app? How much data should you allow offline? Using the Woodford customization framework Change management and training Mobile device management Security What capabilities are available in mobile Planning mobile deployment This episode is a production of Dynamic Podcasts LLC. Subscribe to the  CRM Audio network of podcasts on Apple Podcasts.  

This episode (sponsored by KingswaySoft) finds our service experts Shawn and Ivan on a road trip to experience the challenges that field service technicians face on a daily basis, and how Dynamics 365 Field Service can address these challenges: Scheduling Routing Dispatching Being prepared for jobs Getting the information needed to do the job Hit the road with us and learn about field service! This episode is a production of Dynamic Podcasts LLC. Subscribe to the  CRM Audio network of podcasts on Apple Podcasts.