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Fix – Exception in creation of lead (Dynamics 365 Marketing)

We were getting this error in the submission of one of our outbound Marketing forms.

Activity id: e1ede147-efb6-457d-bc19-826c6176a2e4, Request id: jH7xRiEzGFTdZQTbE2fkh9_Z_WtjumCqJERuYZbGSL0_0, Exception: Entity ‘Contact’ With Id = 896b960d-c5d7-4c4d-95c7-a9e226afbf8e Does Not Exist

The form had only the Lead form matching defined and Only leads for Update contacts / leads.

So here because of some earlier multiple/different form submissions, a contact got created and stored in the browser’s cookie, which CRM was referring to, and trying to set a Parent Contact for the lead record even though we were having Only leads set for update contact/leads option.

This is the behavior of the product.


The solution is to delete the cookie or try in incognito or in-private mode or a different browser, and it would work.

This would probably arise because while setting up marketing forms we would do multiple submissions with test data for testing.

Hope it helps..


Fixed – Expect non-empty Guid while importing solution in Dynamics 365/ Dataverse

While trying to import the solution (patch), we were getting the below error.

“Expected non-empty Guid”

There was hardly any detail in the log file also

We tried removing the solution component one by one in our source environment and trying the import again in the target environment.

Eventually removing the Pages (custom page) allowed us to import the solution successfully into the target environment.

We then compared the customization.xml of the current solution with the backup solution of the Target and see the information missing in the current solution.

Left is – Current solution (giving error) and Right is the backup solution of the target.

Interestingly next time when we extracted the new patch after a couple of days, we could see the tag there and so no issues that time.

Hope it helps.


How to – set Calendar View to start the week from Monday – Dynamics 365

By default, if the calendar view is starting on Sunday for the week as shown below, we can update the system settings, to start it on Monday or any other day

From Administration >> System Settings > > Formats >> Customize (Current Format)

Specify the First Day of Week

On update, we can see the view updated to show the week starting from Monday.

Hope it helps..


Configure Facebook Channel – Omnichannel (Dynamics 365 Customer Service)

To set up the Omnichannel –

To setup Facebook Channel,

Login to https://developers.facebook.com/, create a new account or use an existing developer account

Create a new Facebook App

Select the app type as Business

Provide an appropriate name and create the app.

Select Messenger as the Product for the app.

Next either  add an existing page or create a new one and then add the newly created page in the Messenger >> Settings

Here we created a new page and have added that page.

We can also Generate token for the page, which we will use while configuring Facebook Channel in Dynamics 365.

Click on Generate token and copy the token. Also, save the Page Id below the name of the page.

We will also need App ID and App Secret, which we can get from – Settings >> Basic

Next, we add a few test accounts to the app for testing/using the app. (we are not making the app publicly available or live, which would require and approval process)

Navigate to App Roles >> Roles >> Testers (Add Testers)

Back in Customer Service Admin Center, navigate to Customer Support >> Channels >> Messaging Accounts (Manage)

Add a New Account

Click Next and provide the App ID and Application Secret

Add Facebook Page to the account

Provide the Page name, Page ID, and the Page access token.

With the page successfully added, click on Next

Copy the Callback URL and the Token.

Paste this information in the Messenger product added.

Click on Add Callback URL.

Click on Verify and save

This adds the Webhooks details, click on Add Subscriptions for the Page added.

Select messages

We can see the account added.

Open the record, and navigate to the Facebook Pages tab, there we can see the Provisioning state as Running.

Next, we will create a Channel for this Facebook Account.

Navigate to Customer Support >> Channels >> Messaging (Manage) >> Add Channel

Select Channel as Facebook.

Add an existing workstream or create a new workstream.

Next, select the Facebook Page configured in the previous steps.

Language as English.

We can specify custom automated messages and Post Conversation survey settings here.

Specify the File attachments setting and message tag.

Review and if required edit the details and finally click on Create channel to create the Facebook channel

Next open the workstream created, to specify routing rules, work distribution, bot, etc. to route the customers to the queues/agents.

Here we can create a Route to Queue ruleset to route the messages on the Facebook page to a specific Queue.

Create the ruleset record.

Next, Create a rule. We can define the conditions here (right now we are keeping it blank) and routing to the Default messaging Queue (we can create a specific queue and add only the required users).

Make sure you have added users to the Queue and assigned Omnichannel Agent security roles.

We can update the default Work distribution properties.

Now sending the message from the Facebook Messenger, will pop up the notification for the agent logged into Customer Service Workspace.

Accept the notification to start the conversation.

Refer to the below articles-


Hope it helps..


Fix – The label ‘ ‘, id: ” already exists. Supply unique labelid values while importing solution – Dynamics 365

Recently while trying to import the solution, we got the below error –

The tab tag was missing the labelid property. Adding it back to the FormXml using FormXml
Manager XrmToolBox plugin fixed it.

Also check – https://nishantrana.me/2022/11/11/adding-contact-insights-account-insights-to-the-form-dynamics-365-marketing/

Hope it helps..


Configure WhatsApp channel – Omnichannel (Dynamics 365)

To configure the WhatsApp channel, we need to set up the account in the Customer Service Admin Center.

Navigate to Customer Support >> Channels >> Messaging Accounts (Manage)

Select the New Account option there

Select WhatsApp as the channel

Next, we need Account SID and Authentication token.

To get this information we need to create a Twilio Account.


Navigate to the console and copy the Account ID and Authentication token


Enter Account SID and Authentication token click on Next

Next, we need to add the WhatsApp Name and Phone number

Navigate to Messaging >> Try it out >> Send a WhatsApp message to activate the WhatsApp Sandbox.

Follow the steps there to configure the Sandbox account. (scan the QR code send the Message, and test the Business and User-Initiated message/conversation).

Click on Sandbox setting tab to get more information

Copy the number.

Add the number and click on Next

Copy the URL

Paste that URL in the When a message comes in and save.

We can see our WhatsApp account created, open the record.

We can see our number being shown as Active

With the account active time to now it is time to set up the channel/workstream / queue.

Navigate to Customer Support >> Channels >> Messaging (Manage)

Click on Add Channel and add the details

Enter channel details

We are creating a new workstream

Add the WhatsApp number added

Select the language

Specify the Behaviour (automated messages and approved templates)

Specify the user features (attachments)

Review and Finish and Create the channel.

Open the workstream and specify routing rule/fallback queue/work distribution/associate bots etc details

We will create a ruleset to route the message to the queue

We have the below route-to-queue rule created to route to the default queue which has all the omnichannel agents added to it. (In an actual scenario, we would add the conditions and create a specific Advanced Queue).

We are leaving the rest of the settings/configuration as default.

Now is the time to test.

Let us log in to the Customer Service Workspace as an agent and from the registered sandbox participant number added send a message.

We are done with our configuration.

Get all the details

Hope it helps..

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