Enhancing Task and Service Operations with TaskFlow 365 on D365

Executive Summary

ABC Company, a prominent provider of professional and technical services across Europe, with a presence in Southern Europe, oversees a diverse array of client-driven projects and business activities. Despite its skilled workforce and established procedures, the organisation continued to encounter ongoing issues with the manual handling of service tasks, approvals, and documentation. These manual workflows caused delays, inconsistencies in task tracking, limited data visibility, and inaccurate reporting.

To address these challenges, client ABC implemented TaskFlow 365, an application we recommended, named, and developed on the Dynamics 365 (D365) platform. It is an intelligent automation and document management system integrated into Microsoft Dynamics 365. This system automated task assignments, optimized approval processes, and enabled direct document management within the CRM. Real-time reports provided management with clear visibility into performance and service delivery metrics.

By reducing manual efforts and improving synchronization across platforms, TaskFlow 365 significantly enhanced operational efficiency, data accuracy, and compliance—enabling ABC to make quicker decisions and deliver better service.

The system was designed to simplify the management, approval, and tracking of specialized client service requests. The former manual process of recording and validating service activities—such as tasks and project assignments—was slow and inconsistent. To resolve this, a comprehensive automation solution was developed, featuring enhanced task management, automatic notifications, and improved data synchronization between D365 and the service platform. This enhanced turnaround times, provided clearer task progress visibility, and reinforced compliance and accountability across teams.

Problems faced by Client:

Before automating this module and application, the client organization depended on manual processes for task tracking. This approach led to inefficiencies and reduced transparency in task management and reporting.

Key challenges included:

• Manual task creation and assignment cause delays and data duplication.
• Inconsistent tracking of task statuses reduces visibility for supervisors.
• Lack of automatic notifications and approvals increases reliance on human follow-ups.
• Data synchronization issues occur between Dynamics 365 and downstream systems.
• Limited reporting capabilities make it challenging to generate performance or operational insights due to manual data collection.
• Absence of standardized SSRS reports for tasks and data visualization leads to delays and inconsistent data visibility for management.
• Handling of uploaded files is inefficient, as users manually attach and manage documents without a centralized structure.
• Lack of automation in CRM Direct Document Management results in scattered file storage and no version control.
• High operational overhead stems from repetitive manual verifications and updates.

Proposed Solution:

To resolve these challenges, we suggested to our client that we implement an automated module and integrate it with their system. The solution focused on simplifying task creation, streamlining approvals, and ensuring seamless data exchange between systems through Power Automate and Dynamics 365 APIs.

Core elements of the proposed solution included:

Making it faster and easier for employees to complete the "work details entry" section without skipping it.

• Automated task assignment logic based on predefined business rules.
• Power Automate flows for real-time synchronization and status updates across systems.
• Bound actions in Dynamics 365 trigger automatic email notifications and task updates.
• Enhanced dashboards for supervisors to monitor active, completed, and pending service requests.
• Improved workflow orchestration between Dynamics 365, Dataverse, and SharePoint for consistent document linking and retrieval within the CRM environment.
• Power Automate integration to automatically archive files uploaded by users into their respective task folders, ensuring secure and organized storage.
• Configuration of CRM Direct Document Management to automatically store, categories, and control versions of all uploaded files, eliminating manual document handling.
• Implementation of dynamic SSRS reports for real-time performance tracking, helping management visualize task completion rates, approval timelines, and service trends.
• Integration with queue-based workflows to efficiently handle high-volume service requests.

Key Features of the Solution:

This system enables dynamic task creation through user input and templates, automates low-risk service tasks with auto-approval based on predefined business rules, and utilizes Power Automate for email notifications and escalation. It offers a centralized dashboard to monitor tasks and metrics, improves data accuracy through D365 integration, and features real-time SSRS dashboards for analyzing efficiency, SLA compliance, and workload. Additionally, it automates document management with categorization, version control, and sync between CRM and SharePoint, maintaining audit logs for compliance and reporting.

• Enables dynamic task creation via user input and templates.
• Provides a centralized dashboard to monitor created/assigned tasks and performance metrics.
• Implements auto-approval for low-risk service tasks according to business rules.
• Uses Power Automate for automated email notifications and escalation triggers.
• Improves data consistency with D365 integration and record validation.
• Offers real-time SSRS dashboards for analyzing task efficiency, SLA compliance, and workload distribution.
• Automates document management, with files uploaded by users being categorized, linked, and version-controlled within CRM.
• Ensures seamless synchronization of files between CRM records and SharePoint for easy access.
• Maintains audit logs and change tracking for compliance and reporting. 

Technologies Used:

 • Microsoft Dynamics 365 (CRM Platform)
 • Power Automate (Flow Automation and Orchestration)
 • Dataverse APIs and Bound Actions (Data Synchronization and Automation)
 • C# / .NET Framework (Custom Plugins and Integrations)
 • JavaScript and HTML (UI Customizations in CRM Forms)
 • SQL Server (Data Storage and Reporting) 

Client Benefits:

 • Reduced Manual Workload: Automation of task creation, approval, and tracking reduces reliance on human input.
 • Improved Reporting Accuracy: SSRS-driven dashboards offer precise insights into performance, SLA compliance, and resource usage.
 • Enhanced Document Management: Automated handling of uploaded files ensures organized storage, quick access, and version control within CRM.
 • Faster Decision-Making: Real-time data sync between Dynamics 365 and Power Automate allows instant updates and approvals.
 • Improved Collaboration: Seamless integration of SharePoint and CRM provides unified access to all related documents and records.
 • Scalability & Flexibility: The system can expand to support new workflows, modules, or departments without needing redesign.
 • Strengthened Compliance: Automated audit trails and change tracking guarantee compliance with organizational and regulatory standards.