Summary For growing businesses, service request management becomes crucial as volume and complexity increase. Email-driven support and Excel trackers often fail to scale effectively. A structured Service Request Management System (SRMS) centralizes tracking, automates processes, and enforces SLAs. Microsoft Dynamics 365 Customer Service enables operational, accountable support management. Implementing the right system ensures efficiency, transparency, and customer satisfaction as businesses grow. Table of Contents 1. Key Components of an SRMS 2. Setting Up Service Request Management 3. Operationalizing with Dynamics 365 4. Customer Success Story Key Components of a Service Request Management System For growing businesses, as much as their processes, reports, and efficient systems are important, service request management becomes equally crucial. As companies scale, the volume and complexity of service requests increase, making efficient management essential to maintaining operational flow and customer satisfaction. A well-designed Service Request Management System (SRMS) helps align workflows, reduce response times, and enhance service delivery. Centralized Request Tracking: A centralized service request management system (SRMS) allows businesses to log, track, and manage all service requests in one place. Unified Dashboard: A centralized dashboard provides a comprehensive view of all service requests, their statuses, and assigned personnel. Prioritization and Categorization: Service requests can be categorized and prioritized based on urgency, impact, and type. Automatic Case Creation and Update Rule: Automation features such as automatic ticket creation, escalation rules, and status updates help reduce manual effort. Service Level Agreements (SLAs): SLAs define expected response and resolution times and ensure deadlines are met. Automated Assignment: Service requests are automatically assigned based on expertise, workload, and availability. Real-Time Updates: Service agents update request statuses in real time, providing accurate information to stakeholders. Customer Self-Service Portal: Customers can submit and track service requests independently. Setting Up Service Request Management for a Growing Business Support Email Address: Customers send queries to support@companydomain.com. Automatic Case Creation: Requests sent to the support email are automatically converted into cases. Case Assignment: Once a case is created, it is assigned to a support team member. Acknowledgment Emails: A confirmation email is sent to the customer. Team Notification: The assigned team member receives a notification. Progress Updates: Team members add notes and updates to the ticket. Real-Time Updates: Updates are sent to the customer via email in real time. Defaulter Report: A defaulter report is generated internally to manage SLA breaches. Case Closure Notifications: Notifications are sent to customers upon cancellation or resolution. Email Tracking: All communication via email is automatically tracked by the system. Service Request Management Portal: A portal can be provided to selected customers for managing service requests. Operationalizing Customer Service with Dynamics 365 If your customer support still lives in shared inboxes and Excel trackers, you’re not alone. As volumes increase, this setup quickly turns into missed SLAs, inconsistent updates, and frustrated customers. Automatic case creation from support emails, portals, or web forms Queue-based assignment End-to-end tracking of customer interactions Business Process Flows (Identify → Research → Resolve) SLA-driven reminders and alerts One-click email responses from the case record Self-service portal support Watch the Full Webinar Demo To see how Dynamics 365 Customer Service operationalizes service management in real time, watch the complete webinar session below: Frequently Asked Questions Why does email-only support fail at scale? It lacks centralized tracking, SLA enforcement, ownership clarity, and structured workflows. What is the main benefit of an SRMS? Centralized visibility, automation, and accountability. Can customers continue using email? Yes. Emails are automatically converted into tracked cases internally. Customer Success Story Having a solid service request management system (SRMS) is a game-changer for any growing business. By centralizing service requests, automating processes, and setting clear expectations with SLAs, businesses can maintain efficiency and customer satisfaction as they grow. Here is our featured Customer Success Story: Revolution Cooking partnered with CloudFronts for Dynamics 365 enhancements and data integration with third-party applications.

We are delighted to announce that Gouge Linen and Garment Services Partners with CloudFronts for the implementation of Dynamics 365 Sales and Customer Services.  Founded in May 1945, Gouge Linen and Garment Services is a leading 100% Australian-owned industrial laundry provider, strengthening its role as a trusted partner across healthcare, aged care, hospitality, manufacturing, and food production sectors. Backed by state-of-the-art facilities and a dedicated logistics network, the company delivers high-quality linen, garment, mat, and towel services with exceptional reliability and efficiency. Gouge remains committed to sustainability through advanced water-saving systems, energy-efficient operations, and responsible business practices, reinforcing its strong reputation for service excellence and community impact.  Learn more about them at https://www.gouge.com.au/  Gouge Linen currently relies on excel-based quoting, manual freight costing, and fragmented data stored across ABS/Oracle BI. This lack of integration limits visibility across departments, creating inefficiencies, delays, and scalability challenges. CloudFronts will deploy Microsoft Dynamics 365 Sales with a CPQ (Configure, Price, Quote) process to automate quote generation, team to streamline sales, service, and route costing workflows. The solution will deliver real-time visibility into inventory, production costs, and freight data, enabling faster, data-driven decisions across the organization.   The implementation will reduce quote turnaround time from days to under an hour, improve coordination between sales, operations, and logistics teams, and enhance overall customer experience.  On this occasion, Priyesh Wagh, Practice Manager at CloudFronts, stated:  “ We look forward to partnering with the Gouge team as we initiate the first phase of their Dynamics 365 Sales and Customer Service implementation, which will evolve into a comprehensive quotation engine. This initial rollout will establish a strong foundation for an integrated sales-to-service platform, with the potential to extend into billing capabilities in the future. We’re excited to collaborate with the Gouge Linen and Garment Services team on this transformation journey.” About CloudFronts  CloudFronts is a global AI- First Microsoft Solutions & Databricks Partner for Business Applications, Data & AI, helping teams and organizations worldwide solve their complex business challenges with Microsoft Cloud, AI, and Azure Integration Services. We have a global presence with offices in U.S, Singapore & India.    Since its inception in 2012, CloudFronts has successfully served over 200+ small and medium-sized clients all over the world, such as North America, Europe, Australia, MENA, Maldives & India, with diverse experiences in sectors ranging from Professional Services, Financial Services, Manufacturing, Retail, Logistics/SCM, and Non-profits.     Please feel free to connect with us at transform@cloudFronts.com 

Why This Matters Imagine you’ve just delivered an order, and now there’s a service issue or repair request from the customer. What’s the best way to track and resolve that? That’s where Cases come in. This blog walks you through how your company can use Cases in Dynamics 365 CRM to efficiently handle post-delivery service and repair requests—directly linked to the order fulfillment process for better visibility and control. Let’s break it down step by step. Step 1: Navigate to Cases from an Order Fulfillment Record Start by opening the Order Fulfillment record.Click on the “Related” dropdown and select “Cases” from the list. This takes you directly to all service cases related to that order. Step 2: Create a New Case Click on the “New Case” button in the Cases tab. A Quick Create: Case form appears. Here’s what you’ll see and fill in: Optional fields like Contact, Origin, Entitlement, and others can be filled in if needed.You can also include details such as First Response By, Resolve By, and Description, depending on your business requirements. Once done, hit Save and Close. Step 3: View All Related Cases After saving, you’ll see a list of all Cases associated with the order under the Case Associated View. Each entry includes key info like: This makes it easy to monitor all service activity related to an order at a glance. Step 4: Manage Case Details Click on any Case Title to open the full Case record. From here, you can: Step 5: Monitor Service Performance Navigate to Dashboards > Service and Repair to track ongoing Case performance. Here’s what you’ll see: This allows your company’s service team to monitor progress, manage workload, and identify recurring product or fulfillment issues. To conclude, by following this process, your company ensures that every post-delivery service or repair request is captured, tracked, and resolved—while keeping everything connected to the original order. It’s simple, efficient, and fully integrated into Dynamics 365 CRM. Hope this helps!!! I hope you found this blog useful, and if you would like to discuss anything, you can reach out to us at transform@cloudfronts.com.

Imagine this: you update a product’s purchase date in a registration record and—boom—a related case automatically gets refreshed with the accurate “Purchased From” lookup. Saves time, reduces errors, and keeps everything in sync without you lifting a finger. Let’s walk through how to make that happen using Power Automate. The goal: When a Product Registration’s cri_purchasedat field is changed, the system will retrieve the related “Purchased From” record and update any linked Case(s) with the appropriate lookup reference. Let’s break down the step-by-step process of how this is done in Power Automate. Step 1: Trigger the Flow When Purchase Date Changes Flow trigger: When a row is added, modified, or deleted (Dataverse) This setup ensures that our flow only fires when that specific date field is modified. Step 2: Pull in the “Purchased From” Record Next, use List rows on the “Purchased From” table with a FetchXML query. We’re searching for a record whose name matches the updated cri_purchasedat. Set Row Count to 1, since we expect only one match. 3. Identify Any Linked Case Records Add another List rows action, this time on the Cases table. We look for records where cri_productregistrationid equals the current product registration’s ID:We now use the List Rows action to fetch all related Case records tied to the updated Product Registration. This time we’re targeting the Cases table (which is internally incident in Dataverse) and using a FetchXML query to match records where cri_productregistrationid equals the current record being modified. This step is critical because it gives us the list of Case records we need to update, based on the link with the modified product registration. <fetch> <entity name=”incident”>     <attribute name=”incidentid” />     <attribute name=”title” />     <attribute name=”cf_actualpurchasedfrom” />     <filter>       <condition attribute=”cri_productregistrationid” operator=”eq” value=”@{triggerOutputs()?[‘body/cri_productregistrationid’]}” />     </filter>  </entity></fetch> 5. Before updating anything, we add a Condition control to ensure that our previously fetched Purchased From record exists and is unique. Why? Because if there’s no match (or multiple matches), we don’t want to update the Cases blindly. We check if this length equals 1. If true → move forward with updates.If false → stop or handle the exception accordingly. To conclude, this kind of validation builds guardrails into your automation, making it more robust and preventing incorrect data from being applied across multiple records. After confirming a valid match, the flow loops through each related Case and updates the “Actual Purchased From” field with the correct value from the matched record, ensuring accurate linkage based on the latest update. Once this step runs, your staging automation is complete—with Cases now intelligently updated in real-time based on Product Registration changes. We hope you found this blog useful, and if you would like to discuss anything, you can reach out to us at transform@cloudfonts.com.

In this blog we will see how we can open a PDF document on click of button from a record in CRM Let say we have User Guide button on Lead Entity and on click of User Guide button, a PDF document which is User Guide document should be open in next tab. Solution Create a solution and add lead entity only. Then open the same solution in XRM Toolbox – Ribbon Workbench var openUserGuide = { //openUserGuide.userGuide userGuide: function () { “use strict”; Xrm.Navigation.openUrl(“https://sinerleak.sharepoint.com/:b:/s/SingerLewak/EaQO2OWjWA1BnHFCCENV-6EBDkILbg3EfPSFLEu-KCeraw?e=ofVyVB”); } } 4. Add action to command and Publish the solution from XRM Toolbox Output –

Introduction – In this blog, you will learn about how we can perform different operations such as disable, enable, hide, etc. on D365 CRM Business Process flow using JavaScript. Set value in Business Process Flow Disable field on Business Process Flow here cf_outreach is the schema name of the field on BPF. for BPF we need to write header_process before the schema name of the field Enable field on Business Process Flow Hide a field on Business Process Flow Mark Field Required on Business Process Flow Mark Field Optional on Business Process Flow Mark field recommended on Business Process Flow

In this blog, we will see how we can show activities on Notes in D365 CRM.  Step 1 – Click on Entity and check marked Activities. Save and publish the Entity. Step 2 – Open Main form where you have added timeline, Double click on timeline notes and mark filter by as Show all. Save and Publish the form. Output before enabling the activities Output after enabling the activities

Introduction: When we reactivate cases, the old case resolution record is set as cancelled and a new case resolution record is created, before you re open the case, you can actually store case resolution data, which you can later use when you re-close the case. Solution: Below is the code to get case resolution data   Code below is to close case again with data saved as per above string Note: Case Resolution entity is not visible through advance find, for testing purpose, you can filter activities by activity type= case resolution and regarding as your case Id.

Use case – Our requirement is to enable field description field on invoice line form on clicking of tab General. Let’s see how we can achieve this Solution – Step 1 – Create web resource with below function- var invoiceLineCustomization = {     unlockField : function(executionContext)     {         var formContext = executionContext.getFormContext();             formContext.getControl(“description”).setDisabled(false);     }, } Step 2: Add this web resource on tab property event TabStateChange and try. (path to go to event tab – Click on tab -> change properties -> event) Output – Hope this helps !

Use Case – One of my requirements is to disable the field on click of button Reopen Project on Project form. Let’s see how we can achieve this. Solution – Create Web resource and add below function: Here my function name is “markFieldsReadOnly“. Create Solution in CRM which contains only a single entity on where we have button called “Reopen Project”. Open same solution in XRM Toolbox -> Ribbon Customization.          In Order to get form Context from Ribbon, Pass CRM Parameter – Primary Control  Select Library which is your web resource and add Function Name and publish. Hope this helps!