In every Dynamics 365 Finance & Operations or Supply Chain Management environment, there's one universal truth; support is inevitable. Whether it’s an employee stuck on a technical glitch or a simple query, teams often spend time dealing with routine issues. That’s where AI can step in to help. Imagine having a chatbot that can answer Tier 0, 1, and 2 support questions about your specific D365 instance, privy to your customizations, real-time data, and operational workflows. Welcome to the future: a Copilot-powered Studio Chatbot tailored to your business.
This blog will walk you through some (TEN) real examples of questions that your employees might ask and how the bot could respond.
1. "How do I create a purchase order with our custom approval workflow?"
Most organizations tweak standard workflows, especially when it comes to purchase orders. If your company has a customized approval process, the chatbot could guide users step-by-step, ensuring they comply with internal procedures.
Example:
User: "How do I create a PO?"
Chatbot: "First, navigate to the 'Purchase Orders' section in D365. Enter the necessary vendor details. After creating the draft, the system will automatically trigger our custom 3-step approval workflow. Ensure you select ‘Expedited Approval’ if needed. Would you like me to walk you through each step?"
Value Proposition: This reduces the learning curve and ensures adherence to company-specific approval processes.
2. "Why can't I close this fiscal period in Finance?"
When a fiscal period can’t close, there are usually multiple factors at play—open journals, unposted transactions, etc. Instead of searching through long error logs, the chatbot could analyze the system and suggest specific resolutions based on the company’s configurations.
Example:
User: "Why won’t the fiscal period close?"
Chatbot: "It looks like there are 3 open journal entries that haven’t been posted yet. One is a vendor payment batch from September 12th, and the other two are related to payroll. Would you like help posting these now?"
Value Proposition: Automatically troubleshooting errors saves time and prevents delays in financial reporting.
3. "What’s the process for returning defective products to suppliers in our SCM module?"
Different companies have unique return workflows, and it’s often not easy for employees to remember the exact steps. The chatbot could pull up your company's return policies, along with any special workflows configured in D365 SCM.
Example:
User: "How do I process a return to Supplier A?"
Chatbot: "For Supplier A, please follow our defective goods return process. First, create a return purchase order in D365. Then select the appropriate reason code for the defect—choose ‘Manufacturing Defect’ from the dropdown. The system will generate an RMA automatically, and shipping will be notified. Would you like to create the RMA now?"
Value Proposition: Streamlining the return process helps improve supplier relationships and reduce manual errors.
4. "I’m getting an error when trying to post a journal entry. What’s wrong?"
Custom validations often cause journal entries to fail. The chatbot can be trained to understand your specific configurations and suggest resolutions based on your finance team’s rules.
Example:
User: "I can’t post this journal entry."
Chatbot: "The error is due to a mismatch between the cost center and account code. Based on our custom validation rules, you must use cost center 1000 with account 4500. Would you like me to correct it?"
Value Proposition: Helps users resolve posting errors without escalating to a finance specialist.
5. "How do I generate a monthly financial report that includes our custom fields?"
Most companies have reporting customizations that pull in non-standard data fields. Instead of navigating through complex reporting tools, users can simply ask the chatbot how to generate these reports.
Example:
User: "How do I generate the monthly P&L with our custom department codes?"
Chatbot: "To include custom department codes, go to the Financial Reporting section and select the P&L report template. Under the ‘Custom Fields’ dropdown, ensure that ‘Department Codes’ is checked. Would you like me to run the report now?"
Value Proposition: Streamlining reporting saves time for the finance team and ensures reports are always accurate.
6. "Can you show me our current stock levels for Product X in Warehouse Y?"
Rather than diving into inventory screens, users can query the chatbot for real-time inventory data—especially helpful when they need quick answers during meetings or calls.
Example:
User: "What’s the stock level for Product A in Warehouse 3?"
Chatbot: "Product A has 2,500 units in Warehouse 3, with 1,000 units reserved for upcoming orders. Need details on available quantities in other warehouses?"
Value Proposition: Instant data retrieval improves decision-making speed for warehouse managers.
7. "How do I assign resources to a project in our enhanced project module?"
Customizations in project management modules can make tasks like resource allocation confusing. The chatbot can guide users through their specific setup, ensuring they don’t miss steps.
Example:
User: "How do I assign resources for Project Z?"
Chatbot: "For Project Z, open the Resource Management section in D365. Click ‘Assign Resources,’ then select the ‘Contractors’ tab based on your project type. Make sure you specify availability. Would you like me to assign the resource for you?"
Value Proposition: Simplifies complex project management workflows, making resource allocation faster.
8. "What do I do if a vendor invoice fails to post due to a currency mismatch?"
Currency mismatches are common, especially with international vendors. Your chatbot could reference custom rules to guide users through troubleshooting the mismatch.
Example:
User: "Why won’t this vendor invoice post?"
Chatbot: "The invoice is in GBP, but your system is set to post in USD. You’ll need to convert the amounts first. Would you like me to initiate the currency conversion process?"
Value Proposition: Reduces the frustration of dealing with currency issues and ensures timely posting of invoices.
9. "How do I process a customer refund with our custom credit policy?"
Refunds can vary depending on customer agreements, and remembering these details is tricky. The chatbot can help ensure refunds are processed correctly according to your unique company policies.
Example:
User: "How do I process a refund for customer B?"
Chatbot: "Our policy for Customer B allows refunds for up to 90 days. To initiate a refund, create a credit note under the Sales Order module, ensuring you select the ‘Refund Eligible’ checkbox. Shall I start the credit note for you?"
Value Proposition: Ensures compliance with custom refund policies, reducing the chance of human error.
10. "What’s the lead time for materials from Supplier Z?"
Instead of manually checking historical orders or contacting the procurement team, users could simply ask the chatbot for supplier lead times based on past data.
Example:
User: "What’s the lead time for orders from Supplier Z?"
Chatbot: "The average lead time for Supplier Z over the last 6 months is 15 days. Recent delays due to weather may extend this to 18 days. Would you like me to check alternative suppliers?"
Value Proposition: Provides quick insights into procurement, helping the supply chain team make informed decisions on vendor performance.
Dad joke of the day
Why did the man bring his watch to the bank? He wanted to save time.
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