This post was co-authored by Michael Mendoza, Director of Service Transformation, Hitachi Solutions.

The era of AI is here, and it’s transforming how companies service customers in the field.

The field service industry is always evolving. Shifting customer preferences and demands, unpredictable economic forces, and tight labor markets have all required field service leaders to continuously adapt and innovate to succeed.

That said, Michael Mendoza, Director of Service Transformation at Hitachi Solutions, a Microsoft Gold Partner, expects that AI will bring about the most dramatic change yet for the field services industry: “It’s no exaggeration to say that the advent of AI promises to completely redefine what is possible, offer groundbreaking new opportunities to delight customers, and differentiate and reinvent service delivery for every organization on the planet.”

Helping to drive that redefinition is Copilot in Microsoft Dynamics 365 Field Service, an AI-powered assistant that helps accelerate field service productivity and deliver the proactive, “always on” support that customers expect. Three key areas where Copilot impacts field service organizations include:

• Personalizing service experiences for customers to address issues quickly.
• Helping frontline technicians work more efficiently.
• Optimizing service operations for increased productivity.

Let’s walk through a common service scenario to see Copilot’s benefits in action.

Personalizing service experiences

New data from Microsoft’s 2023 Work Trend Index Annual Report reveals 63 percent of frontline workers struggle with having to do repetitive or menial tasks that take time away from more meaningful work. Let’s say a service manager for a parts manufacturing company receives an email in Outlook from a customer asking for a technician to come fix a broken circuit on an assembly machine. Before Copilot, the service employee had to find and review the account information and then create a work order separately in Dynamics 365 Field Service. This meant manually copying and pasting or re-entering information from the email into the required fields. The service manager also had to search for past work orders to better determine which service technicians had the right skills and knowledge to fix the issue, as well as which tools and parts were needed for the job.

But now, with Copilot’s AI capabilities and seamless Outlook integration, work order management is streamlined and available at the service manager’s fingertips.

I’m looking forward to providing customers with the ability to work with Field Service features directly in Outlook and Teams without having to switch applications while working with the tools they already use to communicate with customers and technicians.

Bill Caldwell, Director, Service Delivery at Hitachi Solutions

Now, Copilot processes the language in the customer’s email content to identify that creating a work order is the best next action, and suggests the service manager create a work order—all from their Outlook view. With a quick tap, the service manager can create the work order that Copilot has automatically generated (based on its historical knowledge of past work orders pertaining to that machine and incident type) by inserting the customer information, incident, parts needed, technician skills required, and service activities needed. It can also prioritize work orders by intelligently assessing even vague language to determine whether something is urgent or not based on customer language in the subject or the body of the email.

Hitachi Solutions has been privately previewing Copilot in Dynamics 365 Field Service and is already seeing benefits for customers. One particular benefit is that, with Copilot’s work order capabilities in Outlook, its service managers can immediately assign resources to solve customer issues, without leaving the flow of work. This means customers experience faster response times and enhanced service delivery. In addition, service managers have an easier time managing customer service requests, resulting in greater efficiency. And, most importantly, Hitachi knows that Microsoft is guided by our AI principles and Responsible AI Standard and decades of research on AI, grounding, and privacy-preserving machine learning. That means it can assure customers that it has measures in place to help protect against data leakage.

Helping frontline technicians work more efficiently

The most recent interaction a customer has with your company is also their final impression. Giving your frontline workers the information and tools, they need to be more productive, effective, and efficient in the field ultimately translates to happier, more loyal customers. New data from Microsoft’s 2023 Work Trend Index Annual Report reveals that 65 percent of frontline workers are optimistic that AI will help them in their job.

With Copilot, the technician no longer wastes valuable time determining what tools they need, making wrong guesses, or finding experts who can provide helpful information. Instead, the technician has the relevant information from the Copilot-generated work order and can focus on completing the service tasks at hand. For example, because Copilot uses next-generation AI to create a properly worded and concise description of the work the client needs performed in the work order summary, the technician has a clear understanding of the problem and what needs to be done to complete the task. This means technicians can resolve issues faster and with higher accuracy, minimizing customer downtime and inconvenience, and creating a better customer experience.

Optimizing service operations

Whether dealing with an inspection, installation, or maintenance issue, a happy field service customer is one who receives high-quality service, feels valued, and has a positive overall experience with the service provider—factors that are all ultimately rooted in operational excellence. Timeliness is crucial in field service, and customers value service organizations who prioritize their requests and strive to resolve their issues quickly and effectively without the need for multiple visits or repeat service calls. Now, right in Outlook, the system leverages the power of the Field Service scheduling engine to provide suggestions, so the work order can be dispatched immediately upon creation and even create a reply to the customer with available times for technicians with the appropriate skill set to solve their issue. That means faster, more efficient service.

With Copilot and the power of next-generation AI, service organizations can deliver the personalized and proactive support that customers demand and expect.

Next-generation field service with AI—are you ready?

Service in the era of AI is an exciting time, and Copilot in Dynamics 365 Field Service is an innovative new capability for empowering field service teams to do their best work and deliver an exceptional customer experience. This is just the beginning of AI for field service, and we can’t wait for what’s to come.

Watch a brief video of Copilot in Dynamics 365 Field Service in action.

https://www.microsoft.com/en-us/videoplayer/embed/RW18MMY

The post AI at your service with Copilot in Microsoft Dynamics 365 Field Service appeared first on Microsoft Dynamics 365 Blog.

Delivering exceptional service is key for building customer preference and loyalty. But timely resolution can get challenging when fragmented tools make it hard to find the right information and service delivery gets delayed with lengthy data-entry processes. Today, we’re introducing Copilot in Dynamics 365 Field Service, bringing the power of next-generation AI to service professionals on the frontline to speed time to resolution. From creating work orders with the right information and assigning them to the right technicians, to equipping the technicians with sufficient support to successfully complete jobs—Copilot will help streamline critical frontline tasks.

https://www.microsoft.com/en-us/videoplayer/embed/RW18MMY

New data from Microsoft’s 2023 Work Trend Index Annual Report¹ reveals 63 percent of frontline workers struggle with having to do repetitive or menial tasks that take time away from more meaningful work, and 66 percent feel that they don’t have enough time to complete work tasks. The number one thing that frontline leaders value from AI is helping employees with necessary but repetitive/mundane tasks. Whether it’s for a facility inspection, equipment installation, or a maintenance request, frontline service managers want to spend their time figuring out how to improve their team’s efficiency rather than on repetitive tasks such as copying and pasting information from one system to another to create work orders and dispatch technicians. And frontline technicians want the right information at the right time to complete the job, the first time.

Accelerating service delivery

With the preview of Copilot in Dynamics 365 Field Service today, frontline managers who receive service requests or questions via emails can use next-generation AI to streamline work order creation directly within Outlook. Copilot prepopulates relevant data including summaries of customer escalations into draft work orders for managers to review in their flow of work. Once saved, these work orders automatically sync to Microsoft Dynamics 365 Field Service. Additionally, with updates coming this fall, Copilot will streamline technician scheduling by offering data-driven recommendations based on travel time, availability, skill set, and other factors as well as accelerate responses to customer messages by summarizing key details and next steps in email drafts. Copilot will also become available to assist frontline managers in their flow of work within Microsoft Teams.

“I am really excited about working with Copilot capabilities as I believe it will completely change the way our employees at G&J Pepsi interact with Dynamics 365 Field Service. It will be a game changer for our field service and frontline teams, allowing them to enhance their best-in-class service by getting access to the information they need faster than ever before.”

Eric McKinney, Director of Enterprise Infrastructure at G&J Pepsi

Boosting technician productivity

Today, we’re also introducing the preview of a new Dynamics 365 Field Service mobile experience for frontline technicians to swiftly access all the information they need on the go. This modern user experience supports familiar mobile navigation, gestures, and controls to streamline managing work order Tasks, Services, and Products. From changing the status of a booking with a quick swipe to accessing driving directions to a customer site with one tap, the redesign saves valuable technician time for daily work—cutting down the number of taps for key tasks in half. Technicians can not only easily pick, change, or complete work order details, but also add notes with multiple inline images. Technicians who need additional support can now also use Microsoft Dynamics 365 Guides embedded in Field Service mobile. Embedded Dynamics 365 Guides in Field Service provides technicians with step-by-step guided instructions, pictures, and videos explaining the immediate task.

Additionally, with the preview of the Dynamics 365 Field Service app in Teams starting today, frontline technicians can now see upcoming work orders at-a-glance as Tasks in their Microsoft Viva Connections home experience and can easily drill into details such as location or issue type. Frontline technicians can also now share full work order details through cards in Teams and access the Microsoft Dynamics 365 Remote Assist app in one click via their home experience in Teams mobile to problem solve with remote experts in real time using 3D spatial annotations that lock to the physical world.

“Copilot in Dynamics 365 Field Service will support a faster way of working for our organization by simplifying our transactional work order management process. The ease with which an email can be translated into a work order and planned will increase the speed of our customer responses and improve our customer journey. We are also excited to improve the experience for our customer-facing colleagues with the Microsoft 365 integrations. Microsoft Teams is our main internal communication method, and the integration of Field Service into Teams will greatly simplify the communication about a specific work order, account, or other customer case and improve the case lead time.”

Sven van Veldhuizen, CIO/CDO at Joulz

Streamlining work order management

A redesigned Dynamics 365 Field Service work order management experience is now available for early access, featuring a simplified web experience that brings important information front and center—reducing the number of clicks for key tasks by more than a third. The experience not only offers concise information about the work order but also provides relevant next steps based on booking statuses, and supports making quick updates inline or in a side panel to not lose context. Copilot will provide intelligent recaps within this experience to help frontline managers stay up-to-date without having to navigate through all the information in a work order.

Partnering with our ecosystem

Partners have played a key role in helping us refine Copilot in Dynamics 365 Field Service ahead of its public preview and we are excited to share some of their observations as early adopters.

“We are excited to bring Copilot in Dynamics 365 Field Service and Microsoft 365 integrations to augment our sustainable energy customers’ field service workforce—enabling them to stay ahead of the game with increased productivity. Just imagine the productivity gain your service department can realize by having a service-related email translated by AI into a field service work order with the right information, and what field service technicians can accomplish when they get a clear and simple view of all the information they need to focus on in whatever Microsoft 365 tool supports their daily tasks the best.”

Filip Bossuyt, Founder & CEO at 9altitudes Group

“Hitachi Solutions has been working with Microsoft to preview Copilot in Dynamics 365 Field Service and is already seeing how field service organizations will greatly benefit from AI. Our field service customers want solutions fast. With Copilot work order capabilities in Outlook, our customer’s field service managers can stay in the flow of work and immediately assign resources to solve problems, leading to quicker response times and enhanced service delivery.”

Michael Mendoza, Director of Service Transformation at Hitachi Solutions

“Copilot in Dynamics 365 Field Service is like a window into the future, nothing like what I’ve seen before. It’s literally taking steps out of my work stream by summarizing emails and coming up with the work order description—saving me seconds each time which add up to minutes each day. This matters a lot when you think about the volume of emails with service requests in today’s world.”

Greg Somogyi, Field Service Senior Consultant at Ludia Consulting

“We are excited to introduce Copilot in Dynamics 365 Field Service to our facilities clients because we see the power in simplicity. For our clients raising responsive repairs to get the right person with the right skill to the right properties at the right time, Copilot enables frontline teams to go from issue to resolution in just a few clicks.”

Matt Hedges, Products Director at TechLabs London

Lastly, we are excited to announce the interoperation of asset performance solutions from ICONICS and Willow with Dynamics 365 Field Service, making it seamless to share critical insights like equipment health and faults in order to proactively detect and resolve asset issues. The IoT-based solutions elevate asset monitoring and service management to new levels of sophistication, empowering frontline workers to make better-informed decisions based on data when providing service and repairs. The new Copilot capabilities in Dynamics 365 Field Service can also help efficiently summarize and update work orders generated based on these IoT-based solutions. This streamlines service workflows, improves response times, and enhances overall service quality for customers. Read about further details on the solutions here.

Learn more about Copilot in Dynamics 365 Field Service, Microsoft 365 integrations, and more

To try the new Copilot capabilities and Microsoft 365 integrations for Dynamics 365 Field Service, request for your administrator to set up Dynamics 365 Field Service for Outlook (Preview) and Dynamics 365 Field Service (Preview) app in Teams. Administrators can also opt into the new Dynamics 365 Field Service mobile experience available now in preview. To try the new Dynamics 365 Field Service web experience available now in early access, switch to Work Order (Preview) in your system.

Today’s announcement builds on recent AI momentum across Microsoft 365, Dynamics 365, and Microsoft Power Platform. Learn more about the latest AI breakthroughs with Microsoft Dynamics 365 Copilot on the Dynamics 365 AI webpage. With Copilot, you’re in control as it is grounded in your business data and automatically inherits your valuable security, compliance and privacy policies, regulations, and processes. Learn about our AI principles that empower impactful responsible AI practices at Microsoft, as well as provide a framework for implementing responsible AI practices at our customers’ organizations.

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End notes:

¹ The Work Trend Index survey was conducted by an independent research firm, Edelman Data x Intelligence, among 31,000 full-time employed or self-employed workers across 31 markets, 6,019 of which are frontline workers, between February 1, 2023, and March 14, 2023. This survey was 20 minutes in length and conducted online, in either the English language or translated into a local language across markets. One thousand full-time workers were surveyed in each market, and global results have been aggregated across all responses to provide an average. Each market is evenly weighted within the global average. Each market was sampled to be representative of the full-time workforce across age, gender, and region; each sample included a mix of work environments (in-person, remote vs. non-remote, office settings vs. non-office settings, etc.), industries, company sizes, tenures, and job levels. Markets surveyed include: Argentina, Australia, Brazil, Canada, China, Colombia, Czech Republic, Finland, France, Germany, Hong Kong, India, Indonesia, Italy, Japan, Malaysia, Mexico, Netherlands, New Zealand, Philippines, Poland, Singapore, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, United Kingdom, United States, and Vietnam.

The post Introducing Copilot in Dynamics 365 Field Service, helping your frontline deliver exceptional service with next-generation AI appeared first on Microsoft Dynamics 365 Blog.

We are excited to announce that starting August 7^th, 2023, Microsoft Release Planner will support the content in 11 new languages. Users around the world can now view the release plans of Dynamics 365 and Power Platform in Danish, Dutch, Finnish, French, German, Italian, Japanese, Norwegian, Portuguese (Brazilian), Spanish, Swedish, and English. 

This update underscores our commitment to inclusivity. We at Microsoft strongly believe that language should not be a barrier to accessing tools and information. With this update, we aim to provide a more personalized, standardized, and intuitive user experience regardless of where you are in the world. 

How to view and manage plans in your preferred language?  

Our user-friendly design ensures that the Release Planner automatically loads in your preferred language based on your browser settings. Additionally, you can switch to your desired language through the language switcher in the header.  

The Release Planner advantage 

The Release planner for Microsoft Dynamics 365 and Microsoft Power Platform allows customers to view and manage release plans across all active release waves in a unified and interactive interface while giving them the option to personalize, filter, sort, and collaborate on release plans. 

Under the hood, the Release Planner is powered by the Power Apps portal. It is created based on customer feedback to address the constraints of content suitability, discoverability, and personalization. Our goal is to improve the release planning and change management process where it matters most – help customers identify and track their salient capabilities, included in both the current and upcoming release waves. 

Here are some of its key features: 

Content personalization through ‘My Release plans’ 

Create a curated list of release plans you would like to follow. All the release plans across various products can be viewed in a unified view. 

Collaborate on plans effortlessly and securely 

Share your curated list and effortlessly and securely with your stakeholders. Collaborate on individual plans using notes and comments all within the Release Planner experience. Your comments are displayed only to the stakeholders with whom you have shared the plan. The owner of the comment has complete control over editing and deleting the comment.

Filter, sort and group plans based on multiple criteria 

Customize your view by using multiple filters, sorting, and grouping criteria. These criteria are available for both ‘All release plans’ and ‘My release plans’ views. You can also view the plans grouped by product theme or timeline.  

Thank you for your continued support as we work to make our product more accessible worldwide. We hope this update sparks more creativity and productivity across our global community! Stay tuned for more exciting updates.  

Here’s to breaking down barriers and welcoming a world of new possibilities! 

The post Productivity Across Borders: Localized Content now on Microsoft Release Planner  appeared first on Microsoft Dynamics 365 Blog.

Introduction

In today’s fast-paced business landscape, supply chain disruptions are a common occurrence, leading to rapid shifts in supply and demand. This poses challenges for procurement professionals and buyers, who must deal with a significant volume of purchase order change responses on a daily basis. To address these challenges and streamline the process, intelligent and agile tools are required. To meet this need, Microsoft has introduced Copilot support for procurement in Dynamics 365 Supply Chain Management.

The Copilot support for procurement is an advanced tool that empowers users to efficiently manage and assess changes to purchase orders on a large scale. By providing insights into the impact and risk associated with these changes, it greatly enhances procurement decision-making. With this tool, users can swiftly identify high-impact or low-impact alterations, enabling prompt actions to mitigate potential risks.

The technology behind Copilot support for procurement offers a concise overview of purchase order modifications, including adjustments in quantities and delivery dates. It also highlights any potential downstream effects that may arise from these changes. Leveraging the powerful Text-davinci-003 generative AI model, Copilot generates natural-language summaries of these modifications, making it easier to understand and communicate their implications through emails and Teams conversations.

Supply Chain Management Copilot in action:

Procurement: Confirmed Purchase Orders with Changes

The latest addition to the Copilot support for procurement set of AI-powered tools is the “Confirmed Purchase Orders with Changes” workspace. This feature is particularly valuable as it simplifies the identification and reconfirmation of changes that have minimal downstream impact. Procurement managers can efficiently focus their attention on high-impact changes, thoroughly assessing their effects on downstream orders, and directly communicating with vendors to address any potential issues. Overall, this comprehensive set of features helps optimize the entire procurement process and improves collaboration between stakeholders.

Link to: Confirmed purchase orders with changes workspace

To open the workspace, go to:

Procurement and sourcing > Workspaces > Confirmed purchase orders with changes.

The workspace lists all previously confirmed purchase orders that have been changed since confirmation. It helps the review process by identifying potential impacts on production work, service work orders, and sales orders.

At the top of the workspace, the three tiles summarize groups of changes to confirmed purchase orders and the related downstream impacts.

In preview, the grouping is predefined and limited to pegged orders that have been created by planning.

• Low impact changes – This tile highlights changes to purchase orders that have no known impact on downstream orders that have been created by planning, also called pegged orders. A summary of changes is generated to help you review and validate the purchase orders.
• High impact changes – This tile highlights purchase orders that have known downstream impacts on pegged orders. These high-risk changes are summarized together with the detected impacts, to help you investigate further and decide what action to take.
• Impacted downstream orders – This tile summarizes impacts on pegged orders by the number and type of orders, and it shows the purchase order changes that cause each impact. This information helps you review potential downstream impacts based on the latest master planning run.

Each tile provides a “Show” link, which lets you filter the list of purchase orders and purchase order lines. The list includes columns for the original and new quantities, original and new confirmed delivery dates, and so on.

Review changes to confirmed purchase orders

Purchasers use the workspace to review and accept changes to confirmed purchase orders. They typically follow these steps.

1. Study all changes to confirmed purchase orders and their downstream impact.
2. Focus on changes that have a low risk of downstream impact.
3. Review changes that have a high risk of downstream impact.
4. Review the remaining downstream impact.

The following subsections describe these steps in more detail.

Step 1: Study all changes to confirmed purchase orders and their downstream impact

The purchaser first opens the Confirmed purchase orders with changes workspace and studies all the changes that have been submitted through the purchase order change management process. Vendors can submit these changes through several channels.

When a purchase order that was previously confirmed is changed, it’s moved back to the Approved state. The workspace shows all purchase orders that have been changed after confirmation.

The workspace shows two lists: one for the purchase orders and one for the purchase order lines.

The purchase order list shows the purchase order number, the vendor, and the requested receipt date from the purchase order header. To view the related records, select the purchase order or vendor link in the list.

The purchase order lines list shows information about each line that has proposed changes. This information includes the item number, product name, original quantity, new quantity, original confirmed delivery date, and new confirmed delivery date. The workspace also provides a hierarchical view of any downstream impact. The Reference field indicates the type of downstream impact, such as a planned kanban for a production order, a sales order, or a maintenance work order.

Step 2: Focus on changes that have a low risk of downstream impact

To take action effectively and efficiently, you typically start by focusing on low-impact changes. These changes have no known downstream impact according to the current plan.

The Low impact changes tile at the top of the workspace provides an AI-generated, natural-language summary of the changes that have a low risk of impact. Select the Show link to open the corresponding filtered view.

The purchaser reviews the changes and can then accept them by selecting individual or multiple purchase orders and then selecting Confirm purchase orders on the toolbar above the list. The procedure for confirming the changes is the same as the procedure for confirming a purchase order for the first time, and it supports batch processing. Any extension that’s registered for purchase order confirmation will also be run.

After the selected purchase orders are reconfirmed, they’re moved back to the Confirmed state.

Step 3: Review changes that have a high risk of downstream impact

The purchaser will spend more time on changes that have a high risk of downstream impact. These changes have downstream orders allocated to them, and the downstream impact has been identified.

The High impact changes tile provides an AI-generated, natural-language summary of the changes that have a high risk of impact. Select the Show link to open a filtered view where you can focus on those impacts and take action.

Note: Only direct downstream impacts are considered. Indirect downstream impacts, such as product work that depends on other production work, aren’t yet considered.

From this view, you can reach out to a vendor using email or Microsoft Teams. Using the contact details of the vendor contact person, the system generates a proposed message text and adds it to a new email message or Microsoft Teams chat. You can then review, update, and send the message.

After you’ve communicated with the vendor, you can update the order further and then send it back to the vendor for confirmation. Alternatively, you might cancel the order and plan for alternative supply.

Step 4: Review the remaining downstream impact

After most of the order changes have been addressed, the purchaser can review the overall downstream impact of the remaining open order changes.

The Impacted downstream orders tile provides a summary of the downstream impact. Select the Show link to open a filtered view where you can focus on those impacts and take action.

In this view, you can analyze the changes from the perspective of downstream impact and identify the purchase order changes that are causing the impact. You can then take action on those purchase orders.

A good way to focus on the most pressing downstream impact is to sort and filter the list by the date of impact (the requested date in the downstream order). You can then take action by communicating with downstream stakeholders. Those stakeholders might, in turn, contact affected customers and replan the downstream orders.

Conclusion:

In conclusion, Microsoft’s Copilot support for procurement in Dynamics 365 Supply Chain Management offers a powerful and intelligent solution to address the challenges of managing purchase order changes in today’s fast-paced business landscape. The tool empowers procurement professionals to efficiently assess and manage changes, identifying high-impact alterations and streamlining collaboration with vendors. With its AI-driven capabilities, Copilot optimizes the procurement process, improves decision-making, and enhances communication between stakeholders, ultimately leading to a more agile and responsive supply chain.

Read more in the documentation for the:

Confirmed purchase orders with changes workspace

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Supply Chain at Microsoft

Take a tour – Supply Chain Management | Microsoft Dynamics 365

We’re excited to launch Free Trial | Microsoft Supply Chain Center Preview ,
which harnesses generative AI to assist Supply Chain managers in real-time communication with suppliers regarding specific news

Learn more about the latest AI breakthroughs with Microsoft Dynamics 365 Copilot:

Dynamics 365 AI webpage

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The post Make more effective procurement decisions with Dynamics 365 Copilot in Supply Chain Management appeared first on Microsoft Dynamics 365 Blog.

Customer service agents in a digital contact center interact with a high volume of customers. Often, they handle multiple conversations simultaneously. For example, they might be interacting with three or more customers over chat at the same time.  

During customer interactions, they want to capture critical information in quick notes. After wrapping up the conversation, while creating a case, they need to rewrite the information they took already in the note on the customer timeline. Or, after taking notes on the customer’s timeline during the conversation, they need to copy them to the case. Agents must perform this manual process, just to transfer the notes they took onto an existing or a new case.  

Now, agents can relate a note on a customer’s timeline to an existing case or create a new case from the note, thus helping them avoid reentering notes during case creation. This expedites conversation wrap-up time and enables agents to create cases quickly.  

By linking the note to a case, agents spend less time creating cases and more time helping customers. As a result, agents can have more customer conversations with improved productivity and drive better customer satisfaction.   

To ensure agents can create cases quickly, Dynamics 365 Customer Service enables agents to create a new case or associate an existing case with notes they write on the customer timeline during a conversation. This feature is available for the account, contact, and case entities, which means agents can create or associate a note with a new or existing account, contact, or case.  

Configure forms to create table records from timeline notes

Administrators can enable this feature from Power Apps by navigating to the form where the timeline is added. They can select one or all the tables (account, contact, or case). Then they can configure the form type and the form to be displayed when an agent creates a new record.

They can also map the notes title and notes description fields to the appropriate table field. For example, they can the map notes title to Case Title. Then they can map the notes description to the case Description. That way, these fields are auto populated when an agent creates a case from the note.

Associate notes from the customer timeline

During the conversation with the customer, the agent might capture a quick note on the customer timeline. Also, while using digital channels, the agent’s notes appear on the customer timeline on the conversation form. The agent can select the note and either search for an existing case (if case table is enabled by the administrator) to associate with it or create a new case.  

When they create a new case from the note, the form opens with Case Title and Description fields auto populated with the administrator’s mapping configuration. Upon case creation or case selection, the agent can unlink the note from the current table record. For example, while associating a new or existing case to the note taken on contact timeline, the note will get transferred to case and will be dissociated with the contact. Hence, note will appear on the case timeline and disappear from the contact timeline.  

Based on administrator configuration, agents can associate a note with an existing or a new case, account or contact.

Learn more

Watch a quick video demonstration.

To find out more about linking timeline notes with tables, read the documentation:  

• Turn on linking of timeline notes with other tables | Microsoft Learn 

• Learn about linking timeline notes with tables | Microsoft Learn 

The post Create cases, contacts, and accounts faster from notes on the timeline  appeared first on Microsoft Dynamics 365 Blog.