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Author: Adrian

AI Builder for Power Automate: Transforming Business Processes with AI

AI Builder for Power Automate: Transforming Business Processes with AI

In today’s fast-paced business environment, automation and artificial intelligence (AI) are key to staying competitive. Microsoft Power Automate, combined with AI Builder, offers a powerful solution to enhance your business processes with AI capabilities. Here’s a closer look at how AI Builder can revolutionize your workflows. The first ressource provided by Microsoft is what the call the «Cheat Sheet» were you find a lot of different starting models and inspiration based on your need: The full cheat sheet can be…

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Enhancing Your Power Automate Flow to Retrieve Actual Opening Hours

Enhancing Your Power Automate Flow to Retrieve Actual Opening Hours

I’ve received a lot of positive feedback on my previous post about checking opening hours, along with numerous requests for a way to retrieve the actual opening hours instead of just the status. I was hoping for some function on this within release wave 1 2025. But as I could not find anything concerning this, In response to the questions, I’ve revisited Power Automate to make some modifications to my original workflow. This post is an extension of my earlier…

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Release wave 1 2025 – Contact Center

Release wave 1 2025 – Contact Center

Next up of my summaries for the release wave 1 2025 is the summary for contact center. This is split into the following main sections Copilot and AI innovation, IVR capabilities, Omnichannel customer experiences, Service representative experiences, Supervisor experiences and Unified routing. A lot of different functionality to bring new powers to your customer service team! The full release planner can be found here:https://learn.microsoft.com/en-us/dynamics365/release-plan/2025wave1/service/dynamics365-contact-center But I will try to sum these up with their features as best as possible here:Where…

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Release wave 1 2025 – Customer Insights Journeys

Release wave 1 2025 – Customer Insights Journeys

Finally the release wave 1 2025 was released on 23th of January. The three main branches of this release concerning Customer Insights – Journeys are as follows: Copilot and AI innovation, Moments that matter and Unify sales and marketing The full release planner can be found here: https://learn.microsoft.com/en-us/dynamics365/release-plan/2025wave1/customer-insights/dynamics365-customer-insights-journeys But I will try to sum these up with their features as best as possible here: Where a general availability (GA) have been set, i also include these here Copilot and AI…

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Custom Fields in Dynamics Customer Insights Journeys Real-time

Custom Fields in Dynamics Customer Insights Journeys Real-time

A widely used feature in Dynamics Customer Insights Journeys (formerly known as Dynamics 365 Marketing) and event management is the use of custom fields. These fields are essential for gathering event-specific information that is not relevant at the contact level or should not be retained due to GDPR regulations. As of January 2025, this feature has not yet been integrated into real-time marketing. Many users are delaying their transition to real-time marketing due to this missing functionality. However, a workaround…

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Email creation failed due to missing double opt in template.

Email creation failed due to missing double opt in template.

Recently, I encountered a challenge while setting up double opt-in for a customer using multiple compliance profiles in Dynamics Customer Insights – Journeys. Despite extensive online research, I couldn’t find a solution. After numerous attempts and collaboration with Microsoft Support, I finally identified the solution.

Combine Segments

Combine Segments

When sending out marketing content, you often want to combine one or more segments to create your full audience. Earlier this had to be done by creating a new segment for each combination of your segments. This resulted in more work, and a lot of segments that might was used one or a couple of times. Microsoft have now lauched new functionality in the journey creator in Customer Insigths – Journey where you can choose more than one to start…

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Opening Hours from Dynamics in Copilot

Opening Hours from Dynamics in Copilot

Have you ever tried to access the Customer Service opening hours in Copilot? It’s not easily accessible through APIs or the dataverse action ‘List’. This is a working solution to get a true or false if the workstream is open right now The usecase was as follows: From Copilot, is the customer service center open or closed. From my research I have not found this documented anywhere on the Microsoft documentation or anywhere else. This was solved by using a…

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