Customization is one of the most effective tools to ensure users are maximizing application capabilities by tailoring them to their organization or individual use cases. Microsoft Dynamics 365 Sales users love the sales accelerator experience, where they get a prioritized list of customers and an optimized workspace. It is a modern view that provides seamless navigation and relevant guidance regarding the next best activity the user should take, without multiple context switches. However, our users told us they needed more flexibility to customize work item cards according to the requirements and use cases of specific organizations or users. That flexibility is now available.

The new work item experience enables users to customize work item cards according to their needs and organizational requirements. With key information visible in the work item cards and relevant filters and sorting mechanisms easily available, users can make quick, informed decisions about the next entity or sales workflow to select, just by glancing at the curated worklist.

The key highlights of this feature include: 

• Modify the information, icons, and action buttons displayed in a work item card so that the most relevant data for Sales entities is always available
• Control the customization at the organization (admin) and user levels

Let’s understand the capabilities in detail and how you can benefit by customizing work item cards across your sales scenarios.  

What is work item card customization? 

The ability to customize work item cards is a new capability offered as part of the sales accelerator workspace. It allows users to customize the design, content, and structure of work item cards to display the most relevant and valuable information in the work item. Users can personalize work items for each entity type they work with, by adding, removing, or modifying icons, activities, and the number of rows or the number of fields in each row, which are displayed as part of the out-of-the-box card structure. Users can view the fields and activities that are relevant for them in any ongoing sales processes. 

Who will benefit from customized work item cards? 

Work item card customization is beneficial to individual users, business admins, and sales managers, as this feature provides control at both organizational and user levels. 

Work item card customization is available for business admins without having to change any settings. If you have an admin role in your organization, you can start using the feature right away to customize work item cards. Define the work item card structure that will be visible in the worklist of the sales accelerator workspace for all relevant entities in accordance with your organizational directives or sales scenarios.

As an admin, you can lock customization to ensure that users are not able to make any modifications to work item cards without reaching out to you.

If allowed, users can define the work item card structure for all relevant entities according to their own requirements and advantages. The customized view is visible only to the user, and they can always restore the default card view with a single click.  

Below are some of the use cases for customizing the work item card: 

• If sellers are directed to prioritize opportunities based on the estimated revenue, an admin can update the structure of the Opportunity work item to show the “Estimated Revenue” field.
• To pick up an opportunity based on a field like “Rating,” which is not part of the Opportunity entity card, users can modify the card structure to add the field.
• In cases where lead cards are displaying information that isn’t relevant for the user’s work, they can remove unneeded fields and keep the ones they find relevant. 

How to customize work item cards? 

A card designer with dynamic preview options allows users to view their changes as they are making them, reducing design errors and minimizing rework while modifying the card structure. The designer comes with a one-click “Reset to Default” option available at any point in case they want to return to the out-of-the-box card structure for an entity.  

Users can make the following customizations using the card designer: 

• Modify the card icon to add an image, initials, or record or activity type associated with the record 
• Add up to three fields and three icons in a single row 
• Add up to four rows 
• Remove rows or fields (a minimum of one row is required) 
• Add action options from an available set (skip, preview, assign, mark complete, etc.) to perform the actions without having to delve into the form details of each entity

The card designer allows users to update the design and structure for all the sales entities by selecting the relevant one from a list. Changes that admins make are reflected in work item cards for all users. Users can modify and save their own card structure, which overrides the out-of-the-box or admin-defined structure.

Next steps 

To start designing your own customized work item card view in the sales accelerator workspace, check out the documentation: Customize the appearance of work items in sales accelerator | Microsoft Learn

If you are not yet a Dynamics 365 Sales customer, check out theDynamics 365 Sales webpagewhere you can take a guided tour or get a free 30-day trial.

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The new Customer Service admin center unifies and simplifies administration across the Microsoft Dynamics 365 Customer Service suite. We’re deprecating the old standalone administration experiences in the service management area of the Customer Service Hub, Omnichannel admin center, and app profile manager. Support for these experiences will end in April 2023. We want to make sure your admins and other IT professionals have the information they need to prepare for these changes.

Start using the unified admin center now

If you haven’t already tried the new Customer Service admin center, you’ll find it’s more efficient than the old standalone admin experiences it’s replacing. All in one place, you can set up and manage cases, channels, knowledge articles, queues, routings, automatic record creation rules, agent experience profiles, insights, schedules, and more.

Here are just a few of the improvements in the new unified admin center:

• We’ve consolidated administration experiences across the Customer Service Hub, Omnichannel admin center, and app profile manager.
• Get step-by-step guidance when you’re setting up a channel.
• We’ve added a search feature to help you easily find administrator settings.
• The reorganized site map is now task-oriented and adapts to the capabilities you’ve provisioned. Based on core Customer Service, if you have provisioned Omnichannel for Customer Service, then other features are automatically available.
• Overview pages for each area list at-a-glance information with deep links to manage features.
• Landing pages for each feature provide an overview of all the capabilities.

Deprecation of standalone admin experiences

With the release of the Customer Service admin center, we are announcing the deprecation and end of support of the following standalone admin experiences in April 2023:

• Service management area in the Customer Service Hub
• Omnichannel admin center
• App profile manager

Starting in October 2022, the Omnichannel admin center and the service management area in the Customer Service Hub will be hidden by default in newly created organizations and environments. You have the option to bring them back, but we recommend that you start using the new Customer Service admin center as soon as possible.

The app profile manager standalone experience will be removed in April 2023.

Action needed: Move to unified admin center now

If your organization is using any of the standalone admin experiences listed above, we recommend you move to the new unified app as soon as possible. The app is automatically installed in all Customer Service organizations and is available on the Dynamics 365 app page.

All existing setups will appear in the Customer Service admin center. If you have customizations, you can migrate them to the new app. No other migration is needed.

Next steps

Get started with Customer Service admin center and read the FAQ.

Contact Microsoft Support if you have questions or need help as you move to the new Customer Service admin center.

Thank you for being a valued Microsoft Dynamics 365 customer.

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We are excited and honored thatGartner has recognized Microsoft as a Leader in their 2022 Magic Quadrant for Cloud ERP for Product-Centric Enterprises.* This evaluation of Microsoft was based on specific criteria that analyzed our overall Completeness of Vision and Ability to Execute.This is the second year in a row we’ve been recognized as a Leader. As Product-Centric enterprise customers transition their mission-critical enterprise resource planning (ERP) processes to the cloud, we believe they look to recognized vendors for the technology to transform and realize business value. We’re honored to be recognized in this space.

An integrated enterprise ERP solution

Both Dynamics 365 Supply Chain Management and Dynamics 365 Finance offer organizations the standard capabilities they expect in an ERP solution but delivered on a modern, open, and cloud-based architecture that empowers composability and scalability. These solutions can work as stand-alone products or together as an integrated, extensible solutiongiving businesses the flexibility to work the way they want.

Building a Leader

At the heart of our vision is the relentless desire to empower organizations to enable a resilient and sustainable supply chain, and it is through this vision and dedication that we have built a Leader. Let’s explore the qualities we believe put us in this category.

Cloud-native ERP integrated with the Microsoft technology stack

Dynamics 365 is a cloud-native application that runs, and was built on, Microsoft Azure. This seamlessness between cloud and application helps organizations to scale as their business grows and to protect their data with security tools from Microsoft. Companies can drive innovation with continuous updates, which are quality validated and controlled by the customer, allowing them to set the pace of change while also leveraging the latest and greatest feature updates. It also allows organizations to use Microsoft Power Platform. Power BI can bring insights to the surface, and Power Automate can streamline processes by automating repetitive tasks with no-code tools embedded in Dynamics 365. The underlying Microsoft Dataverse architecture also makes it easy to integrate with third-party applications for niche requirements or communicate with customers and suppliers when order or shipment information is updated.

Dynamics 365 integrates natively with Outlook and Teams, enabling companies to use the tools they already have and are familiar with to augment their finance and supply chain tasks. Stay in the flow of work with embedded Teams integration, which allows cross-team collaboration on things like supply and demand planning.

Embedded advanced analytics on a composable platform

Dynamics 365 incorporates embedded Power BI dashboards, which puts the data you need at your fingertips and in the context of modules like warehousing and procurement. For example, with Power BI, you can gain a single view of your warehouse performance to optimize location capacities and make efficient labor scheduling decisions.

Dynamics 365 Supply Chain Management and Dynamics 365 Finance are built on a composable platform, making it easy to extend your solution with Power Platform, providing low-code tools like Power Apps and Power Automate. Where ERP customizations were once a heavy, time-consuming task, these tools empower end users to customize their solutions and build apps so you can work the way you want. Furthermore, users can leverage prebuilt customizations and industry-specialized solutions from our ISV partner network to help speed development even further. Internally at Microsoft, we’re leveraging Dynamics 365 and custom Power Apps to enable a circular economy at our Microsoft Circular Centers.

Flexible manufacturing capabilities

Modern manufacturers require nimble solutions and flexible systems to adapt quickly to changing demands and production processes. Dynamics 365 Supply Chain Management features a logical and intuitive UI designed for modern production floor execution, whether you’re running discrete or continuous processes.

Additionally, while some manufacturers may use the native functionality in Dynamics 365 to control their manufacturing activities for machines, equipment, and personnel, many manufacturers are implementing manufacturing execution systems (MES) to meet advanced and bespoke manufacturing requirements. For manufacturers that have either built MES solutions in-house over a number of years or have implemented a third-party MES, integrating an MES with ERP can be challenging. Dynamics 365 Supply Chain Management takes the pain out of integrating with your MES by leveraging the power and simplicity of application programming interfaces (APIs). Data exchange is fully automated and occurs in near real time, keeping data current in both systems with no manual data entry required.

Investing in innovation with global coverage

We are thrilled to be recognized as a Leader again in this year’s Gartner Magic Quadrant for Cloud ERP for Product-Centric Enterprises.* But our ambitions don’t stop here. We are continuing to invest in making Dynamics 365 Supply Chain Management and Dynamics 365 Finance even better with innovations that will make our products smarter and more efficient for for enterprises of all scaleglobal, large, and mid-market.

Learn more

To learn more about Dynamics 365 Supply Chain Management or Dynamics 365 Finance, request a demo or take a tour today.

Magic Quadrant reports are a culmination of rigorous, fact-based research in specific markets, providing a wide-angle view of the relative positions of the providers in markets where growth is high and provider differentiation is distinct. Providers are positioned into four quadrants: Leaders, Challengers, Visionaries, and Niche Players. The research enables you to get the most from market analysis in alignment with your unique business and technology needs. View a complimentary copy of the Magic Quadrant report to learn more.

*GARTNER and Magic Quadrant are registered trademarks and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved. 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 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.

Source: Gartner, “Magic Quadrant for Cloud ERP for Product-Centric Enterprises,” Greg Leiter, Dixie John, Robert Anderson, Tim Faith, September 26, 2022.

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