A service level agreement (SLA) in Dynamics 365 Customer Service is a rule set that tells the system when to start a clock and when to mark a case as non-compliant. Applicable SLAs on a Dynamics 365 Customer Service case form What SLAs do in Dynamics 365 Customer Service A configured service level agreement attaches specific time-bound commitments to a case record and displays them as live countdowns on the form. When an SLA is applied to a case, the system creates SLA KPI in

A case in Dynamics 365 Customer Service represents one incident of service, a complaint or a request that needs a resolution. A single customer can have multiple open cases at the same time, and each one is tracked independently. The case record holds the customer's details, the history of interactions, any entitlements that govern what support they're owed, and the current status of work in progress. Case record in Dynamics 365 Customer Service Hub What is a case in Dynamics

Dynamics 365 Customer Service queues are shared containers that hold cases until an agent picks them up. Rather than cases being pushed directly to an individual, they sit in a queue where the team can see what needs attention. Dynamics 365 Customer Service queue showing items and the Pick, Release, Route, Remove actions That shared visibility is what separates queue-based work from case assignment. It keeps work moving when individuals are busy, absent, or handling high volu

Set up sales prices in Business Central, including line discounts, campaign pricing, and the new pricing experience. With setup steps and examples.

How intercompany transactions work in Business Central: setting up partners, posting sales and purchase orders, use journals and intercompany payments

If you run a business that sells goods or services on credit, you know how important it is to collect payments from your customers on time. However, you also know how challenging and time-consuming it can be to keep track of overdue invoices and send reminders to your customers. Microsoft Business Central customer reminders allow you to create and send messages to customers when their payments are due or overdue. In this blog post, I will explain what customer reminders are,

Inventory reservation is the process of setting aside a specific quantity of items for particular sales orders to avoid using that inventory for other orders. Business Central allows you to reserve items for specific demand types, such as sales, outbound transfer, assembly and production orders. You can reserve items that are in your inventory or that are expected to arrive via a purchase or a transfer order. Also, you can reserve stock for sales, taking from planned producti

Sales returns are inevitable in any business that sells products or services. They can be a hassle for both you and your customers, but they can also be an opportunity to improve customer satisfaction and loyalty. In this post, I will explain how to process sales return orders in Business Central to handle different scenarios. You will learn how to create sales return orders, copy data from other documents, generate return-related documents, and apply restock fees. Create Sal

When customers place a sales order order, they want to know when they can receive it. Business Central calculates a sales order shipment...

Drop shipments are movements of goods from a supplier to a customer that don't transit through a company's warehouse. Companies that trade physical goods often use drop shipments to reduce inventory and storage costs. In this post, I will show when to use drop shipments and the end-to-end process to manage them in Business Central. What are Drop Shipments and when to use them Before we start, it is essential to clarify that drop shipments differ from direct delivery. With dro

Accounts receivable, or AR for short, refers to the outstanding amount your customers must pay you for the products or services you have delivered or performed but have not yet received payment. The process of managing receivables includes: - Sending invoices to your customers - Tracking their payments - Following up with reminders or phone calls - Receiving and matching the payments with the invoices Business Central supports various methods to register and match (or "apply"

Efficient invoicing is critical to any business, regardless of size or industry. A well-designed ERP must allow users to streamline invoicing, enhance accuracy, and optimise business operations. In this guide, I will discuss the step-by-step process of invoicing sales in Business Central. From how to configure sales categories to the different ways to create sales invoices, manage sales invoices approvals, and even integrate external billing and payment systems. Why Efficient

Collecting payments from customers before your team can ship an order is the purpose of sales prepayments in Business Central. This feature is designed to handle customer payments before posting a sales invoice, while establishing a direct link between a payment and the order via a Prepayment Invoice. This feature sits between the order fulfilment and credit control process, and does two jobs at once: It serves as a control mechanism for order dispatch, blocking the shipmen

Behind every customer or vendor, there is a person. Whether in sales, purchasing or finance, your daily schedule involves frequent...

How to manage customers' consignment stock in Business Central