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Tag Archives: service

Dynamics 365 Customer and Field Service 2021 Wave 1

March 27, 2021   Microsoft Dynamics CRM
1592913319 Dynamics 365 Customer and Field Service 2021 Wave 1

What is Customer Service?

Dynamics 365 Customer Service offers end-to-end service capabilities for customer support, including customer self service.  Customer Service ensures your agents have the right tools to route and manage cases for all of your customers.

What is Field Service?

Dynamics 365 Field Service provides the tools required to ensure your customers have the best on-site service experiences possible.  Field Service enhances your technician’s abilities to complete services faster and easier.

What’s new in the Wave 1 updates?

The 2021 Release Wave 1 updates include:

  • A new and improved contact center for Customer Service, providing omnichannel routing for all channels, as well as an integrated first party voice and chat solution.
  • Field Service improvements, such as the ability to self-schedule services and new mixed-reality calling capabilities.
  • Improved customer engagement capabilities to ensure smooth and consistent communication with customers

More information on the 2021 Release Wave 1 can be found here.

What is Microsoft Dynamics 365?

Microsoft Dynamics 365 is a set of intelligent business applications that helps you run your entire business and deliver greater results through predictive, AI-driven insights.
There are many applications to choose from, including:

  • Intelligent sales and marketing
  • Proactive customer service
  • Connected field service
  • Modern finance and operations
  • Connected commerce

These Microsoft Dynamics 365 applications work seamlessly together for a comprehensive solution that runs your entire business in the cloud. You’ll get a 360-degree view of your organization to uncover the real-time insights that bring better results.

Get in touch with Beringer Technology Group today!

Beringer Technology Group, a leading Microsoft Gold Certified Partner specializing in Microsoft Dynamics 365 and CRM for Distribution, also provides expert Managed IT Services, Backup and Disaster Recovery, Cloud Based Computing, Email Security Implementation and Training,  Unified Communication Solutions, and Cybersecurity Risk Assessment.

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Service Update 0.25 for Microsoft Dynamics 365 9.0

March 22, 2021   Microsoft Dynamics CRM

Introduction

Service Update 9.0.25 for Microsoft Dynamics CRM (on-premises) 9.0 is now available. This article describes the hotfixes and updates that are included in Service Update 9.0.25.

More information

Update package

Version number

Service Update 0.25 for Microsoft Dynamics CRM (on-premises) 9.0

9.0.25.12

To determine whether your organization had this update applied, check your Microsoft Dynamics CRM Online version number. Select the gear icon in the upper-right corner, and then select About.

Update information

Microsoft Dynamics 365 (on-premises) Update 0.25 is now available.

The following file is available for download from the Microsoft Download Center:

Service Update 0.25 resolves the following issues

Repaired functionality

The following list details items in Dynamics that were not functioning but are now repaired:

  • Rollup field incorrectly formatted to date in Chrome browser.

  • Failure time calculation not working intermittently.

  • Marking list cannot be added to an associated Campaign.

  • Unable to add notes to old Adoption case records.

  • Emails from unresolved senders cannot be manually resolved.

  • Cannot activate OOB workflows

  • Command bar button stretched when using Chrome browser.

Note: An asterisk (*) at the end of a fix statement denotes that this repair item was incorporated into multiple service update releases.

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Dynamics 365 Customer Engagement in the Field

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Service Update 0.26 for Microsoft Dynamics 365 9.0

March 18, 2021   Microsoft Dynamics CRM

Introduction

Service Update 9.0.26 for Microsoft Dynamics CRM (on-premises) 9.0 is now available. This article describes the hotfixes and updates that are included in Service Update 9.0.26.

More information

Update package

Version Number

Service Update 0.26 for Microsoft Dynamics CRM (on-premises) 9.0

9.0.26.5

To determine whether your organization had this update applied, check your Microsoft Dynamics CRM Online version number. Select the gear icon in the upper-right corner, and then select About.

Update information

Microsoft Dynamics 365 (on-premises) Update 0.26 is now available.

The following file is available for download from the Microsoft Download Center:

Download the Microsoft Dynamics 365 (on-premises) Update 0.26 package now.

Service Update 0.26 resolves the following issues

Repaired functionality

The following list details items in Dynamics that were not functioning but are now repaired:

  • Unable to create a condition in a business rule.

  • Unexpected error received for cases on TimeLineWall.

  • RetrieveActivePath SDK message returing incorrect stages for default path.

  • Styling incorrect in Chrome and Edge.

  • Activation of workflows in certain states.

  • Handle null value when error occurs in entity labels.

  • Stretched CommandBar buttons in Chrome.

Note: An asterisk (*) at the end of a fix statement denotes that this repair item was incorporated into multiple service update releases.

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Delivery startup Refraction AI raises $4.2M to expand service areas

March 9, 2021   Big Data

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Refraction AI, a company developing semi-autonomous delivery robots, today announced that it raised $ 4.2 million in seed funding led by Pillar VC. Refraction says that the proceeds will be used for customer acquisition, geographic expansion, and product development well into the next year.

The worsening COVID-19 health crisis in much of the U.S. seems likely to hasten the adoption of self-guided robots and drones for goods transportation. They require disinfection, which companies like Kiwibot, Starship Technologies, and Postmates are conducting manually with sanitation teams. But in some cases, delivery rovers like Refraction’s could minimize the risk of spreading disease. Recent market reports from Allied Market Research and Infiniti  estimate that annual growth in the last-mile delivery sector over the next 10 years will exceed 14%, with the autonomous delivery segment projected to grow at over 24%, from $ 11.9 billion in 2021 to more than $ 84 billion globally by 2031.

Launched in July 2019, Refraction was cofounded by Matt Johnson-Roberson and Ram Vasudevan, both professors at the University of Michigan. Working alongside several retail partners, people within a few-mile radius can have orders delivered by Refraction’s REV-1 robot. After customers order through a dedicated website, Refraction’s employees load the vehicles at the store, and recipients receive text message updates, along with a code to open the robot’s storage compartment when it arrives.

REV-1, which is approximately the size of an electric bicycle and is legally categorized as an ebike, weighs approximately 100 pounds and stands roughly 4 feet tall, including its three wheels. It travels an average 10 to 15 miles per hour with a very short stopping distance, and the compartment holds about six bags of groceries.

 Delivery startup Refraction AI raises $4.2M to expand service areas

REV-1’s perception system comprises 12 cameras, in addition to redundant radar and ultrasound sensors — a package the company claims costs a fraction of the lidar sensors used in rival rovers. The robot can navigate in inclement weather, including rain and snow, and it doesn’t depend on high-definition maps for navigation.

Prior to a partnership with Ann Arbor, Michigan-based Produce Station, REV-1 had been delivering exclusively from Ann Arbor restaurants, including Miss Kim and Tio’s Mexican Cafe, during lunchtime as part of a three-month pilot. The company charges the restaurant a flat $ 7.50, and Refraction’s over 500 customers pay a portion of that fee if the business chooses. (Tips go directly to Refraction’s partners.)

As of May 2020, Refraction had eight robots running in Ann Arbor, and it expects to have over 20 within the next few weeks. The latest investment brings its total raised to date to over $ 10 million.

“Last-mile delivery is the quintessential example of a sector that is ripe for innovation, owing to a powerful confluence of advancing technology, demographics, social values and consumer models. Conventional approaches have left businesses and consumers with few choices in this new environment as they struggle to keep pace with surging demand — burdened by the costs, regulatory, and logistical challenges of a legacy infrastructure,” Refraction CEO Luke Schneider, who took the helm in fall 2020, said in a press release. “Our platform uses technology that exists today in an innovative way, to get people the things they need, when they need them, where they live. And we’re doing so in a way that reduces business’ costs, makes roads less congested, and eliminates carbon emissions.”

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How Microsoft Azure DevOps and Dynamics 365 CRM Work Together to Improve Service Responsiveness

February 24, 2021   Microsoft Dynamics CRM

An upset customer calls. My system is down! This feature doesn’t work! While many issues are open and closed cases (or are the result of user error), there may be bugs that need to be addressed by the development team. Having a centralized place for your customer information is just one CRM function. Your CRM can also reduce inefficiencies in application support and management, especially when effectively connected to other systems. Integrating applications such as Microsoft Dynamics 365 CRM with Azure DevOps services amplifies case management capabilities for your development and support teams to escalate support cases and create work items to get problems resolved faster.

Outside of tech support’s ability to keep their cool when faced with high-stress situations, they must also act quickly. The more complicated the process and more systems involved, the longer it takes to get the ticket assigned to the right person or team. To help meet troubleshooting service goals, you need an open flow of communication right back to the source — the software development team.

Azure DevOps covers every step in the application lifecycle from planning, collaborating and testing, deployment, and beyond. If your business develops and/or hosts web or mobile apps, Azure DevOps services, integrated with Dynamics 365 CRM, can provide the full visibility across projects that your software development and tech support teams need.

2021 02 19 13 20 43 625x247 How Microsoft Azure DevOps and Dynamics 365 CRM Work Together to Improve Service Responsiveness

Azure DevOps Services

Azure is a flexible public cloud computing platform that provides Infrastructure as a Service (IaaS), Platform as a Service (PaaS) and Software as a Service (SaaS). Continuous delivery (CD) and continuous integration (CI) pipelines enable your software development teams to get a constant flow of updates — new features, configurations, bug fixes — into production and delivered to your customers quickly and safely.

Microsoft Azure DevOps services allow you to build, test, deploy and manage applications and services. Your software development teams can use all these DevOps services together, or mix and match to use only what you need as part of your existing workflows.

Depositphotos 120503924 xl 2015 625x417 How Microsoft Azure DevOps and Dynamics 365 CRM Work Together to Improve Service Responsiveness
Business meeting between four upper management board members in the new modern office conference room with technology integrated in the form of an electronic tablet.
  • Azure Boards: Agile tools, Kanban boards, team dashboards, built-in scrum boards and more — Azure Boards is where your team will plan, track and discuss projects at every stage in the lifecycle. Backlog tracking and powerful analytics give insight into project status. With visualizations and tracking tools, your team can easily track any code changes that are linked directly to work items.
  • Azure Pipelines: Azure Pipelines comprise the whole end-to-end story of how you write code and get it into production. An integrated set of features allow you to automatically build and test your web, desktop and mobile applications and deploy to any cloud or on-premises. It works with just about any language or project type including Node.js, Python, Java, PHP, Ruby, C/C++, .NET, Android and iOS apps, as well as support for YAML so you can have pipelines versioned with your code.
  • Azure Test Plans: A browser-based test management solution, Azure Test Plans provides all the capabilities to test with confidence before deployment. This includes planned manual testing, user acceptance testing, exploratory testing, and gathering feedback from stakeholders. You can test across desktop and web apps, as well as capture data as tests are executed.
  • Azure Artifacts: Package management with Azure Artifacts simplifies complex build jobs and allows your teams to create and share Maven, npm, NuGet, and Python package feeds. Artifacts provide a place to push your packages so that they can be consumed by the rest of the team or partners. Sources can be public and private.
  • Azure Repos: This is where your source control is stored that gets published to the artifacts. Unlimited, cloud-hosted Git repos allow developers to collaborate on code.
Depositphotos 218890680 xl 2015 625x417 How Microsoft Azure DevOps and Dynamics 365 CRM Work Together to Improve Service Responsiveness
Working together in office. Business concept with double exposure effects

Before deploying Azure DevOps tools for your software development teams, it is wise to pre-plan how you will support and operate services in the cloud. To learn more about some of the key questions to ask before moving forward, read the full blog.

Get Started with JourneyTEAM

JourneyTEAM was recently awarded Microsoft US Partner of the Year for Dynamics 365 Customer Engagement (Media & Communications) and the Microsoft Eagle Crystal trophy as a top 5 partner for Dynamics 365 Business Central software implementations. Let JourneyTEAM show you the benefits of integrating Dynamics 365 and Azure DevOps Services. We can provide demos and full custom introductions. Contact JourneyTEAM today!


 How Microsoft Azure DevOps and Dynamics 365 CRM Work Together to Improve Service ResponsivenessArticle by: Dave Bollard – Chief Marketing Officer

801-436-6636

JourneyTEAM is an award-winning consulting firm with proven technology and measurable results. They take Microsoft products; Dynamics 365, SharePoint intranet, Office 365, Azure, CRM, GP, NAV, SL, AX, and modify them to work for you. The team has expert level, Microsoft Gold certified consultants that dive deep into the dynamics of your organization and solve complex issues. They have solutions for sales, marketing, productivity, collaboration, analytics, accounting, security and more. www.journeyteam.com

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Power Platform and the Rebranding of Common Data Service as Microsoft Dataverse

February 16, 2021   CRM News and Info

Untitled design Power Platform and the Rebranding of Common Data Service as Microsoft Dataverse

The Microsoft Power Platform is ever evolving! A few years ago we published an article on the use of one of its services call the Common Data Service. Well, Microsoft is now rebranding that as Dataverse. Same great features, but with a new name and updated terminology to appeal to the masses.

What is it?

If you’re not familiar with what this service is, it is basically your own secure, cloud-based database to manage and use with multiple business applications (such as those in the Microsoft power platform). It comes with some pre-built tables to store data such as Customers, Leads, Opportunities, but you can easily create your own custom tables specific to your business needs.

How to use it?

One way to populate the data is by using Power Query, a tool you may already be familiar with if you’ve used Excel or PowerBI. Admins can then build rich apps with this data using Power Apps.

Why use it?

As mentioned previously, this is a secure database in the cloud – meaning your IT team will have one less thing to worry about. Because it is part of the Microsoft infrastructure, you will receive critical security updates, advanced encryption and a handy integration with Azure Active Directory. Admins can then focus on managing the data and the applications you choose to use with it. Additionally, admins can configure role-based security to control which tables users have access to. If you’re already a Dynamics 365 online customer or a Power Platform user, you’re already using Dataverse and will be familiar with its capabilities. Similar to how you can define calculated fields, business rules, workflows and business process flows in Dynamics, you can also do this with your own custom Dataverse.

With Power Apps, you can extend your data even further from gaining insights with low-code AI tools to boosting productivity and reducing costs by quickly developing business applications and processes.

Still not Convinced?

Try Dataverse free today with a Power Apps trial: https://powerplatform.microsoft.com/en-us/dataverse/

Get in touch with Beringer Technology Group today!

These are just some of the many things that you can do with Microsoft Dataverse. For more on how to get the most out of Dataverse and other Microsoft products, contact us today.

Beringer Technology Group, a leading Microsoft Gold Certified Partner specializing in Microsoft Dynamics 365 and CRM for Distribution also provides expert Managed IT Services, Backup and Disaster Recovery, Cloud Based Computing, Email Security Implementation and Training,  Unified Communication Solutions, and Cybersecurity Risk Assessment.

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Key Features of Microsoft Dynamics 365 Customer Service

February 5, 2021   CRM News and Info
crmnav Key Features of Microsoft Dynamics 365 Customer Service

One of the most powerful yet often ignored features of Microsoft Dynamics 365 is Customer Service.

Customer Service allows you to increase customer satisfaction while reducing the amount of time and money spent on each support case or service call.

Dynamics 365 empowers your team to:

  • Set up cases
  • Record all interactions related to a case
  • Create queues to route cases to the right channel
  • Share information in a knowledge base
  • Define service terms through Entitlements
  • Create and schedule services
  • Manage performance and productivity through reports and dashboards

Key Features of Dynamics 365 Customer Service

Customer service is broken down into two sections.

Service Management – designed to support incident-based service called Cases.

  • Cases/Incidents
  • Queues
  • Entitlements
  • Knowledge Base
  • Articles
  • SLA 

Service Scheduling – helps organizations to track service scheduling, manage different service types and the resources needed to complete the job.

  • Service Calendar
  • Service Scheduler

Key features of Service Management 

You can use Service management to establish service agreements and subscriptions, handle customer inquiries and service orders. You can also manage and analyze how services are delivered to your customers.

 What is an Incident?

An Incident is a failure in a:

  • System
  • Process
  • Product

What is a Queue?

  • A Queue is simply a list of “work items” including cases, activities, or other entity types.
  • Queues are a place to organize and store “jobs” waiting to be processed.
  • Queues allow you to set of distinct entity records, such as cases with the ability to claim or work on the queue item. It also allows users to know who is working on what.

What is Entitlement?

  • Entitlements specify the support term based on a number of hours or number of cases. The customer’s support level can vary based on the product or the service purchased.
  • Customers who purchased different products can be entitled to different support.

 Case Management in Dynamics 365

  • The case entity provides Incident-based tracking for customer issues.
  • When a customer service representative creates an incident (case) to track a customer request, question or a problem, all actions and communications can be tracked in the incident entity.
  • An incident can be in one of the three states of Active, Resolved or Cancelled

 Service Level Agreement(SLA)

  • Service Level Agreement (SLA) offer an easy way to track the time it takes your

service representatives to solve support requests.

  • SLA allow users to pause the timer depending on the status reason of the support

request. For example: if a service representative is waiting on certain information from the customer, the status reason “waiting on customer” will pause the timer until the status reason changes.

 Standard Dynamics 365 Articles

  • Dynamics 365 offers users the ability to generate articles which contain knowledge base information that may be surfaced within various records.
  • These articles are stored directly within the Dynamics 365 and are based on templates that are set-up within the services administration area.
  • Articles may be created and access by users with the correct user roles and permissions.

 Key Features of Service Scheduling

Using Scheduling you can plan and schedule service activities for your customers by bringing together all your resources.

 Service Scheduling

  • The Service scheduler enables you to set up rules that will help you schedule services more efficiently.
  • Instead of listing individual people, you are able to group people with similar skills into resource groups which are treated as pools.
  • Once the service activity is scheduled, it appears on the service calendar.
  • Users that are being assigned services can look at their calendar and see what they have to do on a specific day.

Service Calendar

  • Service Calendar is in Service Scheduling
  • All the Scheduled Service activities appeared in the Service Calendar.
  • The Service Calendar is separate from the other CRM Calendar.

Entities That Belong to Service Scheduling

  • Resources: includes people, locations or equipment required for a specific service.
  • Resource Group: association of resources with the same skill sets.
  • Work hours: allows you to set up the availability of the user.
  • Services: services that you offer to your clients that require one or more resources.

Although it can take extra resources, time and money, good customer service is directly related to the growth of your business. Microsoft Dynamics 365 makes this easier for you.

Ask the Crowe CRM team for a demo of Microsoft Dynamics 365 Customer Service.

Contact our team to start the discussion at crminfo@crowe.com or 877-600-2253.

By Manuj Gupta, Crowe LLP, a Microsoft Dynamics 365 Gold Partner, www.CroweCRM.com

Follow us on Twitter: @CroweCRM

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Another Success Story: Visiting Nurse Service of New York

February 4, 2021   Microsoft Dynamics CRM

Founded in 1893, the Visiting Nurse Service of New York (VNSNY) is the largest not-for-profit home- and community-based health care organization in the United States, serving the five boroughs of New York City as well as Nassau, Suffolk, and Westchester Counties. On any given day, they have more than 44,000 patients and plan members in their care, from newborn infants to our oldest seniors. VNSNY’…

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Microsoft Dynamics 365 Field Service – Overview and Industry Focus

January 31, 2021   Microsoft Dynamics CRM

You may not be aware, but Microsoft Dynamics 365 has been a strong competitor in the field service management space for several years now.

The Field Service Management software platform provides full work order management including:

  • Full visibility to a customer’s service history including case and work order management
  • Asset management to track configuration history and work completed on a specific asset
  • Service, warranty and maintenance contracts including SLA management
  • Tracking customer identified issues, automatically creating maintenance tickets, or integrating IoT alerts to proactively manage work orders from all areas of your business
  • Automated processes for dispatching and service scheduling including easy drag and drop scheduling boards
  • Mobile access to process work order through the mobile app including scanning of bar codes, pictures, inventory management, expense and time management

A key strength of the Field Service Management application is the flexible platform for custom processes to be incorporated into the system.  This flexibility, along with strong customer references and sales execution, has led Gartner to identify Microsoft as a Leader in its most recent Magic Quadrant for Field Service management.  Gartner estimates 400,000 Microsoft Field Service Management users in North America alone.  Customer industries are diverse, including energy, manufacturing, telecom, public sector, insurance and high-tech industries.

Source: Gartner (June 2020)

Crowe has implemented Microsoft Dynamics 365 Field Service in several different industries including a:

  • High Tech company needing to better schedule and dispatch technicians to buildings in order to fix and maintain security systems. With building and other access issues being a high priority, streamlining the processes to provide faster dispatch was a key process improvement focus.  Providing mobile entry of work orders with integration of completed work order to their billing systems streamlined processes and reduced the end-to-end process for completing a work order by multiple days.
  • Telecom provider needing to simplify and automate complex routing rules and escalation of customer issues and troubles to field technicians. Scope of work orders also includes automated scheduling boards and work order dispatch.  Mobile access to plant, tower and customer information allows technicians to complete tickets without needing to call back in for additional information.  Mobile completion of work orders streamlines the process and allows for automation of handoffs, eliminating addition phone calls and missed handoffs from group to group.
  • Metals Industry machine builder with multiple types of machines with warranty and service contracts. When a machine that is critical to your customer goes down, getting it fixed fast and accurately the first time is important.  This machine builder schedules issues as well as preventive maintenance through the automated scheduling boards.  Mobile access to the contract and the machine/asset information provides a history for the technician to work from while on site.  The mobile app allows for inventory and time capture to ensure proper billing, including using the camera to capture pictures.  Automated routing and integration of the work orders to billing reduces days out of the processing and closing of work orders.

Microsoft + Crowe: Proven technology, specialized for your industry.

If you are like these companies and are looking to automate your work order processes, provide better scheduling, and provide mobile applications for your field service teams, Microsoft Dynamics 365 for Field Service Management is a good option.

For more information on Microsoft Dynamics 365 Field Service contact Crowe at 877-600-2253 or crminfo@crowe.com.

By Cullen Hunter, Crowe, a Microsoft Dynamics 365 Gold Partner www.CroweCRM.com

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Important Changes to Microsoft Dynamics 365 Field Service Mobile App

January 19, 2021   Microsoft Dynamics CRM

Today’s blogpost is for all our Dynamics 365 Field Service enthusiasts. Well, it’s actually good information for everybody in the Dynamics community because it is reflective of a continuing trend of deprecating aging apps, versions, and platforms. But if your organization uses the Field Service workload of Dynamics 365, please pay extra special attention because this change will likely have a…

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