Dynamics 365 Contact Center can automatically identify incoming callers, but phone-number formatting can prevent a match even when the number is correct. In this article I look at the underlying Record Identification Rule, E.164 normalization, Dataverse plug-ins, custom phone fields and duplicate-number scenarios. Automatic caller identification is one of those Dynamics 365 Contact Center features […]
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Introducing Proposal Builder: A Smarter Way to Handle Presales
After nearly a decade of working in Microsoft presales, project estimations, and deliveries, I’ve learned a lot about the challenges teams face in creating accurate and efficient proposals. That’s why I’m thrilled to announce that my app, Proposal Builder, is now available on Microsoft Appsource —and it’s completely free of charge! What is Proposal Builder? […]
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