Microsoft Dynamics CRM – Page 7 – Nishant Rana's Weblog

Use Query Assist Copilot to create Segments (Dynamics 365 Marketing)

Using Query Assist Copilot we can create segments easily through its Natural Language Processing (NLP) capability.

Create a new Segment from Real-Time Marketing >> Audience >> Segments

Specify the segment name and the target audience (either contact or lead)

Now in Query Assist, we can specify the details of the segment

It also provides us the suggestions.

Let us select the “Contacts who were created last year and make more than $50K” option and append “who work in Financial Industry to it”.

Clicking on Create will open the segment designer page along with the Query Assist panel, which shows the result of the Query.

Click on Use to use that query result.

We can add further conditions to it.

Here we selected the example “Contact who opened an email“

We can then add the result through the “Use” option

The query gets updated with the new condition

We also get the option to generate a summary for the segment or get suggestions for improving the segment.

Clicking on View Summary generates the summary.

Get all the details here

Hope it helps..

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Pin Activities in Timeline – Dynamics 365

With the 2023 Release Wave 2, as per Microsoft Documentation, we can pin activities such as records to the top of the timeline.

We could see that option available for the Notes in the timeline.

It also shows the number of records pinned.

To unpin it, we need to click the icon again, and the record will move to its original position.

Hope it helps..

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Use Sales Copilot to get recent updates (Catchup) on a lead and opportunity (Dynamics 365)

Using Sales Copilot, we catch up on updates to a lead and opportunity record since the last seven days or the last login.

We can use the prompt catchup with lead or catchup with opportunity followed by @ and the name of the record.

Sales Copilot uses Audit History to show the recent updates.

Allow data movement across regions in the Power Platform Admin Center using Enable copilots and generative AI features outside United States and Switzerland – Power Platform | Microsoft Learn

To enable Sales Copilot, navigate to

Sales Hub >> App Settings >> Sales Copilot (preview) >> Set up Sales Copilot

Or if we have already enabled it, we can manage the features provided along with the different apps we want to apply the Sales Copilot using the Manage apps option.

Here we can specify to which apps we want to enable the Compose and Chat feature.

For the Record catch-up feature, the first 10 fields of the view are considered. We can see “Default System View” selected by default.

However, we have the option to select a different view, and then the fields of the selected view will be used for generating the catchup content.

Below if we select the Open Opportunities view, we can see its corresponding fields that will be considered for the catchup.

We can open an existing lead or opportunity record or from the Chat tab of Sales Copilot can use catchup with opportunity prompt as shown below to get the updates.

We can see the catch-up details generated.

Also, we see another prompt – “Catch up since my last
login (16 hours ago)”, along with “catchup with lead or opportunity” prompt

If there are no updates to a record in the last 16 hours, we get the below message.

Get more details here.

Hope it helps..

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Enhanced Active Conversation form in Omnichannel for Customer Service – Dynamics 365

The conversation form in Omnichannel is now updated to allow agents to view and edit customer and case information more efficiently.

To enable it, Inside Customer Service Admin Center app – navigate to Workspaces >> Active Conversation form settings (Manage)

Before we enable it let us have a look at the exiting conversation form.

Now let us enable and compare it with the enhanced one.

We can see the form displaying a Customer 360 Card for Customer (Contact or Account), which also allows for inline editing of details from within the Conversation form, and a similar card showing case details and allowing for inline editing. The fields that are displayed are configurable.

Another change is the color-coded priority and case status field for easy discoverability for the agents.