How to engage with Microsoft Support, best practices. #MSDyn365

 Hi folks, my name is Thiago Cardoso and I'm work as Support Engineer at Microsoft, my focus is Dynamics 365 platform :).

We interacting with different customer across the globe and we have some tips for you when you open a case with us, please add this items on case description. 

• Access URL to the CRM.
• How many users are being impacted (indicate the number of users)
• Financial impact  // Comment like Kusto
• // we need to review severity for the case, almost cases customer opens a sev C but they have a huge impact on their env.
• How does this problem affect the day to day
• Workaround being used?
• When did the problem begin?
• Current result
• Upload the Log, if it's available.
• What is the expected result?
• if the case is related on premises cases, add CRM version.

One more thing,  please add img or record the screen and  give us more detail :)

original post: How to engage with Microsoft Support, best practices. #MSDyn365 - Microsoft Dynamics CRM Community

Regards,

tcardoso

Cómo colaborar con el soporte de Microsoft, Mejores Prácticas. #MSDyn365

 Hola a todos, es mi primera publicación este blog. Mi nombre es Thiago Cardoso y trabajo como ingeniero de soporte en Microsoft, mi enfoque es la plataforma Dynamics 365 :).

Interactuando con diferentes clientes en todo el mundo y tenemos algunas recomendaciones para ti cuando abre un caso con nosotros, agregue estos elementos en la descripción del caso.

• Escriba todo el caso en español.
• URL de acceso al CRM.
• Cuántos usuarios se ven afectados (indique el número de usuarios)
• Impacto financiero // Comentario como Kusto
• // Necesitamos revisar la severidad del caso, casi los casos el cliente abre una Cv, pero tienen un gran impacto en su env.
• Por favor describa detalladamente el problema y repita los pasos
• ¿Cómo afecta este problema al día a día?
• ¿Cuál es el resultado esperado?
• ¿Cuál es el resultado actual?
• ¿Cuándo comenzó el problema?
• ¿Se está utilizando una solución?
• Sube el registro, si está disponible.
• Si el caso está relacionado en casos locales, agregue la versión de CRM.

Una cosa más, por favor agregue imagen o grabe la pantalla y denos más detalles :)
Saludos,

original post: Cómo colaborar con el soporte de Microsoft, Mejores Prácticas. #MSDyn365 - Microsoft Dynamics CRM Community
Tcardoso

Timezone Daylight update for Brazil

Fala time, 

Abaixo um post do PFE Walter Carlin com uma solução para atualizar a definição de fuso horário com base em uma nova regra para o Brasil.

https://community.dynamics.com/crm/b/crminthefield/posts/remover-horario-de-verao-no-brasil-em-2019-remove-daylight-saving-time-in-brazil-in-2019

abraços,

Thiago Cardoso. 

How can I create a embedded mail with Forms Pro, replacement for Voice of Customer #drops

 Hi team, 

Thiago Cardoso Support engineer on Dynamics Team, 

Many customers started the migration from Voice of Customer to Microsoft Forms Pro. 

Recommendation to use question embedded in the email. 

1. Use a Net Promoter Score (NPS) question on the survey.
2. Click on the button "Insert the first question".

more information How can I create a embedded mail with Forms Pro, replacement for Voice of Customer #drops - Microsoft Dynamics CRM Community

Thanks and feedback return to us :) 

We cannot see user on the dynamics Org, Organization Security group #drops

 Hi team,

Thiago Cardoso again, today with a new problem/solution example. 

customers informed a problem:

After create a user in Azure Active Directory or via office portal, added Dynamics 365 CE license to user. 

Cannot show the user on the Dynamics environment 

Cause:

org has a security group

Solution:

Add user to the group or remove the security group  on the dynamics portal ( https://port.crm2.dynamics.com/)

 + information We cannot see user on the dynamics Org, Organization Security group #drops - Microsoft Dynamics CRM Community

Dynamics Data Export Service, Aka DES , cannot enable custom entity, gray #drops

 Hi team,

I received some cases related same issue:

I cannot add my custom entity to Data export service.

Cause: 

change track is disable to custom entity.

Solution:

1)Go to Customizations > Customize the System.
2)Select an entity, and under Data Services, select the Change Tracking check box.

more details Dynamics Data Export Service, Aka DES , cannot enable custom entity, gray #drops - Microsoft Dynamics CRM Community