This article is contributed. See the original author and article here.
Templates are a fast and easy way to send consistent, professional, preformatted email messages. They’re a time-saving feature that agents loveexcept when they forget the name of a template or have so many that quickly finding the right one becomes a challenge. Fortunately, Microsoft Dynamics 365 Customer Service now makes it easier to search your templates.
Search for email templates with any detail that you remember
You can now search your templates not only by title but also by subject, description, and even a word in the message body. You only need to remember a detail or two to save yourself from spending extra time scrolling and reading.
Filter the list of email templates
What if you don’t remember a lot of details about the template you need? The template selection page now includes out-of-the-box filters that you can use to narrow down the list. Your administrator can also add custom filters.
Easier on the eye
The template selection experience now allows you to switch between grid, tile, and list views. Your administrator can help define a default view. You can also preview a template in both zoomed-in and full-screen views.
Learn more
Watch a quick video introduction:
This embed requires accepting cookies from the embed’s site to view the embed. Activate the link to accept cookies and view the embedded content.
This article is contributed. See the original author and article here.
Today, CISA published a Phishing Infographic to help protect both organizations and individuals from successful phishing operations. This infographic provides a visual summary of how threat actors execute successful phishing operations. Details include metrics that compare the likelihood of certain types of “bait” and how commonly each bait type succeeds in tricking the targeted individual. The infographic also provides detailed actions organizations and individuals can take to prevent successful phishing operations—from blocking phishing attempts to teaching individuals how to report successful phishing operations.
This article is contributed. See the original author and article here.
Firstly, I would like to thank Benjamin Kovacevic for his help with this article.
In this blog post, I will try to simplify one of the confusions and a popular question seen by many organizations around the ability to use private links together with Microsoft Sentinel.
Starting with basics:
Microsoft Sentinel
Microsoft Sentinel is a cloud-native SIEM solution that is built on top of the log analytics workspace and hence, Microsoft Sentinel requires data to be ingested into that same log analytics workspace for its operation.
Log analytics workspace
Log analytics workspace is a native Azure monitoring resource that is part of Azure monitor as Azure monitor contains also resources like application insights and DCR resources and so on.
Microsoft Sentinel log source types
Microsoft Sentinel log sources are either:
Diagnostic-based data sources: This type covers data ingested through the diagnostic settings from Azure PaaS and/or Saas services. Examples like: Activity logs, Azure AD audit logs, Azure Data factories, Key vaults, and so on. Once configured, data starts to flow from the Azure resource to the log analytics workspace.
Service-to-service data integration: This type covers direct connections from other Microsoft services like Defender for Endpoint, Defender for Cloud, Defender for Office365, and so on. Once the connection is turned on, data starts to flow automatically through the Azure backend to the log analytics workspace.
Agent-based-ingestion log sources: This covers all ingestion that is based on either AMA or LAA (MMA) agents. Data sources could be VMs that are running in Azure, on-premises, or in other cloud platforms.
REST API based ingestion: This covers data ingestion and queries through pipelines line LogicApp connectors, Function Apps, and some 3rd party connectors in Microsoft Sentinel.
Azure Monitor Private link
Private link in Azure Monitor is a network restriction and security mechanism that could be used to force traffic to flow only through private connections from a VNET to an azure monitor resource. In this context, we will focus on log analytics workspace as our Azure monitor resource.
Type1: Ingesting data through diagnostic settings
As mentioned in this document under exception section, data ingested through diagnostic settings pipeline by default go over a secure private channel and is not impacted by private links.
The same goes for type2 service-to-service data integrations as they also flow through Azure backbone.
Type3: Agent-based-ingestion log sources
The best way to look at the concept under the context of this type3 is to examine the following diagram taken from this document
Note that On-premises here could also be replaced by VNETs on azure as well because the same concept applies.
So the idea is simply that traffic from on-premises (or any VNET on Azure) will communicate to the private endpoint IP address that is associated with the private link scope object.
Fact 1: This basically means that it primarily depends on how DNS is configured.
Fact 2: On the workspace level, an On/Off setting exists to control whether to accept data ingestion not originating from private link scope or not.
Fact 3: On the workspace level, an On/Off setting exists to control whether to accept log queries not originating from private link scope or not.
Fact 4: The private link scope could be covering all log analytic workspaces or some of them. At this point, we need to pay attention to the private link mode (private only or open).
Private only mode: allows the traffic VNet to only reach resources in the link scope. traffic to log analytics workspace out of the link scope is blocked.
Open mode: allows the VNet to reach log analytic workspaces that are covered by the private link scope AND log analytics workspaces that are not covered by the private link scope. (if they accept traffic from public networks). The Open mode is useful for a mixed mode of work (accessing some resources publicly and others over a Private Link), or during a gradual onboarding process.
So to simplify it, the following matrix should give an idea of how the result looks like for interactions between these four items. For other workspaces that are not covered by the same link scope, the following matrix applies
link scope mode
Workspace Setting:
Accept data ingestion from public networks not connected through a Private Link Scope
Outcome
Public traffic
Private only
On
Blocked
Private only
Off
Blocked
Open
On
Allowed
Open
Off
Blocked
As expected, any log ingestion traffic for log analytics workspaces that are not covered by the same private link scope will be denied and only allowed if the link scope mode is set to Open
Our Recommendations from the field
Considering Azure monitor private link should be associated with either a concrete requirement or certain compliance obligations.
Use link mode: open when newly onboarding Microsoft Sentinel and switch to link mode: private only mode only after careful assessment of implication on all log analytics workspaces that are available and assessment of network and DNS design.
This article is contributed. See the original author and article here.
CISA has released three (3) Industrial Control Systems (ICS) advisories on 08 December 2022. These advisories provide timely information about current security issues, vulnerabilities, and exploits surrounding ICS.
CISA encourages users and administrators to review the newly released ICS advisories for technical details and mitigations:
This article is contributed. See the original author and article here.
In the modern era, organizations need to comply with several international, federal, or local regulatory obligations. Microsoft Purview Compliance Manager contains a library of 350+ regulations designed to help you reduce the time it takes to get compliant, stay compliant, and scale your company’s compliance. Today, we are excited to announce the following changes to your premium templates:
What you need to know:
Pricing is dropping to $6,000 per unit, per year
Regulations under the same family will count as a single template
Microsoft 365 E5 customers will be able to use their first 3 premium templates for free
Reduced pricing
Research suggests that organizations need to comply with 5-10 regulations on average. At Microsoft, we strive to empower every organization to achieve more, and that means giving you access to the greatest number of templates at the most affordable price. Starting today, customers across all segments can purchase our premium templates at an all-time low price of $6,000 per year or just $500 per month!
Figure 1: New price for Compliance Manager Add-On
Grouped regulations
Some regulations have different maturity levels. Starting today, regulations under this category are considered part of the same “family” and will count as a single premium template. The examples below showcase what is and what is not grouped together as part of this change.
Grouped: Payment Card Industry Data Security Standard (PCI-DSS) version 3 and version 4 are all versions of the same standard and will count as a single template.
Not Grouped: NIST 800-53 and NIST 800-171 are different standards, and therefore count as different templates
Figure 2: Example of grouped templates (ie: Australia – ASD Essential 8)
Benefits for E5 customers
Prior to today, you were entitled to the following regulations: ISO27001, NIST 800-53, and GDPR as part of your E5 services. Starting today, we are no longer prescribing these regulations. You can now choose up to any 3 premium templates from the library of supported regulations and select the ones that fit your specific needs.
Figure 3: E5 customers can choose their first 3 premium templates for free
*Note: Customers on E1, E3, and other license types will have to purchase these at $6,000 per unit.
Get started today!
We are committed to helping organizations do more with less by delivering capabilities that make the end-to-end compliance experience more efficient and affordable. Get started with Compliance Manager through the Microsoft Purview portal today!
This article is contributed. See the original author and article here.
From automating work orders to leveraging mixed reality, Microsoft Dynamics 365 Field Service continues to evolve to meet the growing changes of field operations and support seamless collaboration. Quality service is crucial to organizations remaining resilient despite uncertainty. Employees are working from remote or distributed locations, reducing the amount of personalized interaction. Customers are demanding self-service options that empower them to resolve issues.
As assets grow in complexity, remote monitoring of Internet of Things (IoT) devices continues to transform service from a cost center to a revenue generator. Changes in technologies that personalize the service experience, increase worker productivity, and optimize service operations elevate the frontline worker effectiveness and increase customer experience. These differentiators propelled Dynamics 365 Field Service.
We believe this placement recognizes Microsoft’s continuous investment and authority across our service solution and cloud functionality.
Figure 1: Magic Quadrant for Field Service Management**
Gartner defines field service management (FSM) as a discrete market within the broader customer service and support software market. FSM suites support field service providers (FSPs) whose technicians travel to customer locations to provide installation, repair, and maintenance services for equipment and systems (consumer, commercial, or industrial). FSPs may also manage, maintain, and monitor these assets under a predefined service or maintenance contract.
What is Connected Field Service?
By using the power of IoT and cloud services, Connected Field Service enables organizations to transform the way they provide service from a costly break/fix model to a proactive, predictive service model. Organizations can respond faster through a combination of IoT diagnostics, scheduling, asset maintenance, and inventory on the same platform.
Through remote monitoring, technicians can quickly identify the equipment and the issueoften before the customer is even aware. IoT devices communicate with the field service management system, sending alerts to technicians about anomalies with the device. Remote field service technicians can quickly isolate the issue and sometimes resolve the problem by sending device commands or resetting the device without ever stepping foot on the customer’s site.
Clean Energy reaps value from Connected Field Service
Take, for example, Clean Energy,one of the largest providers of renewable natural gas. The company offers renewable natural gas as a transportation fuel, significantly reducing pollution and greenhouse gas caused by diesel and gasoline. It owns, operates, and maintains 550 stations across the United States and Canada. Clean Energy also develops renewable natural gas production facilities.
Reducing pollution is important to Clean Energy. Not to mention, the extensiveness of Clean Energy’s operation along with siloed data and applications created the need for specialized systems. Overcoming silos and meeting their pollution-reduction goal hinges on internal efficiency, anchored by a collaborative, well-integrated infrastructure. The company began its journey with Microsoft Dynamics 365 and now manages its environment using Dynamics 365. It also takes in and analyzes sensor data from its automated fuel stations using Microsoft Azure IoT and equipped its technicians with Microsoft Dynamics 365 Remote Assist.
Technicians are now empowered with data and can pull up information about their teams and the stations they’re managing. The analysis performed by Microsoft Azure IoT Central results in a request to generate a work order to Dynamics 365 Field Service. That data is then sent to the company’s Azure Data Lake for use in management reportingand eventually, to create the base for predictive analytics. And because the IoT sensors transmit status data, those technicians no longer get up in the middle of the night to drive long distances to inspect stations that don’t need ita contribution to greater job satisfaction.
With Connected Field Service, Clean Energy is achieving its efficiency and cost savings goals. During the past couple of years, it pivoted seamlessly to remote work, reducing travel with virtual training and supporta win for the planet.
Clean Energy is just one of many organizations that has reaped value from Connected Field Service and is harnessing its capabilities to build stronger, more collaborative, and proactive service delivery.
Many service organizations consist of dispatchers answering service calls, putting customers on hold, asking the same questions repeatedly, while searching for the next available technician to dispatch. This process is inefficient, costly, and unsatisfying to the customer.
The world of field service is changing. Today, service organizations are evolving into profit centers, redefining business models, and creating powerful and fulfilling customer experiencesall supported by global edge solutions like Dynamics 365 Field Service.
We’re excited to be positioned as a Leader in the Gartner Magic Quadrant and are committed to bringing you the best and most featured field service application available. Depend on the multidimensional capabilities of Dynamics 365 Field Service to help you better personalize customer engagements, improve employee effectiveness, and optimize service operations now and tomorrow.
Source: Gartner, Magic Quadrant for Field Service Management, Jim Robinson, Leif-Olof Wallin, 24 October 2022
*Gartner and Magic Quadrant are registered trademarks and service marks of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved.
**This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Microsoft.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
This article is contributed. See the original author and article here.
We’re excited to announce Communities in Microsoft Teams—a new set of easy-to-use features that enable people to come together, connect, share, and collaborate.
This article is contributed. See the original author and article here.
We’re excited to announce Communities in Microsoft Teams—a new set of easy-to-use features that enable people to come together, connect, share, and collaborate.
This article is contributed. See the original author and article here.
Microsoft Dynamics 365 Customer Service now offers voicemail as part of its omnichannel engagement capabilities. Currently in preview, voicemail can be a valuable component of your call queue management, as an overflow option on a voice queue or when a direct call to an agent goes unanswered.
Group and individual call queue management
When customers choose to leave a voicemail instead of waiting in a queue, the message is routed to the default group voicemail queue. Voicemail from any queue lands in the same voicemail queue, making it a one-stop shop for agents who triage voicemails from customers.
When customers call an agent on a direct inward dialing number and the agent isn’t available, they can choose to leave a voicemail. In this case, the message is routed to the default individual voicemail queue and pushed to the agent associated with the direct inward dialing number.
Both the group and individual voicemail queues start out with no agents assigned to them. Agents who are responsible for managing customer voicemails must be added to the group queue. Agents with direct inward dialing numbers must be added to the individual queue.
The voicemail greeting is an automated message that can be customized at the workstream level. If your call queue management includes a Power Virtual Agents bot, the bot can’t prompt customers to leave voicemail. Instead, the call must be escalated to an agent.
Agent experience
Let’s look at voicemail from the perspective of an agent who’s assigned to the default group voicemail queue. Noticing that a customer has left a voice message, you pick it from the Agent dashboard. Now assigned to you, the voicemail appears in your Activities view. You can also configure voicemails to appear in your Inbox view.
Opening the voicemail form, you can see the customer’s name or number, play back the voicemail, and read a transcript. After you take an action on the voicemail, you can close it. It becomes read-only and moves to your Closed work items view.
Learn more
To learn more about using voicemail as part of your call queue management, read the documentation:
This article is contributed. See the original author and article here.
Greetings to our lovely NTA non-profits. This article will help you uncover some pretty cool features within Microsoft Teams that can help take your meetings to the next level.
Live Transcription
This first awesome feature was created for accessibility purposes as well as making your designated note taker’s job 100% easier. The automatic transcribing feature is perfect for someone who may have missed the meeting and wants to later go back to the meeting recap in the chat to read everything that was discussed or for someone who needs to read captions in real time due to, for example, a hearing impairment or language barrier.
This visual aid appears along the right-side of the meeting screen and is labeled by the speaker’s name as well as the time spoken. Check out the link in the photo caption below to learn how to enable live transcription.
As someone who experiences presenter’s anxiety, this next feature is something I personally find very helpful. Speaker Coach provides live feedback on your presentation that is only visible to you. You will be able to gain insight on things such as the pace you are speaking, potentially insensitive wording and phrases, too many filler words, or if you are simply reading only the text from your presentation slide.
At the end of your meeting, Speaker Coach will generate a report to conclude all of these insights and present suggestions that can help improve future presentations.Check out the link in the photo caption below to learn how to enable Speaker Coach.
Last but not least of our highlights is a fun feature called Together Mode. Together mode allows you and your organization to virtually appear as if you are together in one room instead of individual call cells. This feature will encourage members of your organization to turn on their cameras in order to engage with one another and have a more interactive discussion. Together mode is best suited for verbal meetings that don’t require visuals, presentations or screen sharing. To access Together Mode, start a meeting and select View in the top menu bar. Select together mode from the menu.
These are just 3 of the cool features in Microsoft Teams that you can use to maximize your organization’s meeting experience. Be sure to look for more in future articles, Non-profits, and thank you for allowing us to serve you and in turn help better serve our communities!
Recent Comments