The best sales call I ever walked into, I hadn’t done the homework for — my SDR had.…
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When I published Blog Lab Agent to the “Teams + Microsoft 365” channel, it felt like shipping…
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A few weeks after we stood up automatic record creation and a basic routing rule set for a client, the service manager called me with the good kind of problem…
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Every band has that one member who grabs the microphone before anyone else can. In my agent lab, that member is Work IQ…
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Customer ServiceDynamics 365
First Come, First Served Is Not a Routing Strategy: Basic Routing Rule Sets for Cases
The Monday after we switched a client’s support mailbox over to automatic record creation, the service manager sent me a message that I have been quoted back to ever since…
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Every sales team I have ever worked with has one seller who never loses track of a follow-up — and a CRM full of leads that were contacted once, enthusiastically, and then never again.…
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Somewhere between the demo and the rollout, every AI agent conversation reaches the same question, usually asked by the most experienced person in the room…
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Over the past month this blog has built a Sales Navigator + Dynamics 365 integration one piece at a time…
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An agent that lives only in a maker portal is a science project.…
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Dynamics 365Sales
When a Rep Leaves: Off-Boarding Sales Navigator Without Losing the Account History
Nobody writes the off-boarding article. Vendors write about activation, admins blog about setup, and then eighteen months later a top performer resigns on a Tuesday…
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