How to Display, Sort, and Export Custom Event Fields in Dynamics 365 Customer Insights – Journeys

How to Display, Sort, and Export Custom Event Fields in Dynamics 365 Customer Insights – Journeys

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In previous posts, I’ve covered the basics of working with custom fields for events: After implementing the new out-of-the-box (OOTB) feature, I often hear this feedback: “We want an easy way to view specific custom fields, sort them as we like, and export fields like allergy information.” Unfortunately, OOTB features don’t cover this yet. So, let’s roll up our sleeves and build a solution using a custom table and Power Automate. The Challenge Event registration data is stored in Marketing…

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The Customer-First Imperative: Why CRM Implementation should come before ERP

The Customer-First Imperative: Why CRM Implementation should come before ERP

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In the landscape of enterprise digital transformation, leadership faces a critical sequencing decision: which foundational system to implement first? The choice between a Customer Relationship Management (CRM) platform, designed for front-office engagement, and an Enterprise Resource Planning (ERP) system, the backbone of back-office operations, is far more than a technical detail. It is a strategic decision that dictates the architecture, risk profile, and ultimate success of the entire transformation. While traditional wisdom often favored stabilizing internal operations first, the modern…

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A Dynamics 365 CE Consultant’s Guide to Mastering Project Operations

A Dynamics 365 CE Consultant’s Guide to Mastering Project Operations

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Over the last couple of weeks, I have been trying to get a more detailed understanding of Dynamics Project Operations. I have used some of the features to an extent before, but wanted to gain a more in-depth understanding of all its features and functionality. This blog post summarizes my journey into Dynamics Project Operations. Hopefully this post can provide you with a detailed introduction to Dynamcis Project Operations Beyond Sales and Service – Your Next Step in the Dynamics…

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Custom Fields for Customer Insights Events

Custom Fields for Customer Insights Events

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Finally! You can now use custom fields for Events. I have earlier covered the feature for custom fields for real-time events here. But finally it is also available for event, a needed feature for those of us that have been using events in outbound marketing. Activate the feature and how to use it on forms To activate the feature, navigate to Settings and Feature Switches, then scroll down to the Event Management section. Activate the «Custom Unmapped Fields.» This gives you access to a…

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AI: MCP the one feature to rule them all?

AI: MCP the one feature to rule them all?

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If you haven’t been living under a rock, you’ve almost certainly heard about or seen a mention of MCP – Model Context Protocol. But is this the shiny solution to everything when creating you AI agents? While it is a good feature there are tradeoffs to concider, so continue reading to get a deeper understanding. What are MCP This is a fairly new feature, introduced by Anthropic in late 2024 as an open standard. It aims to standardize how AI…

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What’s New in Dynamics 365 Customer Service: Release Wave 2 2025

What’s New in Dynamics 365 Customer Service: Release Wave 2 2025

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The Dynamics 365 Release Wave 2 2025 is on its way, bringing a host of powerful enhancements to Dynamics 365 Customer Service. I have already covered the release wave for Customer Insights Journeys and Contact Center. For the full release planner see the Microsoft documentation. Some of the features listed in this post have already been covered in my Contact Center post, but I also list them here to make this a complete overview for Customer Service as they can…

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From Legacy Telephony to Intelligent Customer Engagement: Successfully Implementing Dynamics 365 Contact Center

From Legacy Telephony to Intelligent Customer Engagement: Successfully Implementing Dynamics 365 Contact Center

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The landscape of customer engagement is rapidly evolving. Today’s customers expect seamless and personalized experiences across channels, while businesses seek efficiency and deeper insights. This shift has driven the adoption of CCaaS (Contact Center as a Service), and within this market, Dynamics 365 Contact Center stands out as a key player. But how does one navigate a successful implementation of such a solution? It’s about far more than just replacing an old phone system. For business leaders and consultants, understanding…

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Classic vs. Generative Orchestration in Copilot Studio

Classic vs. Generative Orchestration in Copilot Studio

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The world of conversational AI is evolving at lightning speed, and with tools like Copilot Studio, building intelligent agents is more accessible than ever. But as you craft your AI assistant, you’ll encounter a fundamental choice in how it understands and responds to users: Classic Orchestration versus Generative Orchestration. Understanding the difference is key to building truly dynamic and capable copilots. So let’s dive in on the differences and what you should choose The Traditional Approach: Classic Orchestration Imagine a…

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What’s New in Dynamics 365 Contact Center: Release Wave 2 2025

What’s New in Dynamics 365 Contact Center: Release Wave 2 2025

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The Dynamics 365 Release Wave 2 2025 is on its way, bringing a massive set of enhancements to the new Dynamics 365 Contact Center. I have already covered the release wave for Customer Insights Journeys which you can find here. For the full release planner see the Microsoft documentation This release, with features rolling out from October 2025 to March 2026, is heavily focused on leveraging AI to create smarter, faster, and more efficient customer service experiences. Indeed, we are…

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Dynamics 365 Release Wave 2 2025: What’s New in Customer Insights – Journeys

Dynamics 365 Release Wave 2 2025: What’s New in Customer Insights – Journeys

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Dynamics 365 Release Wave 2 2025: What’s New in Customer Insights – Journeys The much-anticipated Dynamics 365 Release Wave 2 2025 is here, and with it comes a host of exciting new features and enhancements for Customer Insights – Journeys. This release is focused on empowering marketers to deliver personalized experiences, streamline campaign creation, and ultimately, drive better business outcomes. The key innovation areas in this release wave can be categorized into three main branches: Let’s dive into each of…

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