ARC and SLA Migration tool (Preview) in Dynamics 365 – 2020 Release Wave 2


With 2020 Release Wave 1, new experience was added for administrators which uses Power Automate for defining rules, conditions, and actions for SLA and Automatic create and update records rule.

https://nishantrana.me/2020/02/26/automatic-record-creation-and-update-rules-enhancements-in-dynamics-365-customer-service-2020-release-wave-1/

Now 2020 Release Wave 2 provides a tool to migrate the existing rules and SLA from classic app to the Customer Service Hub that uses Power Automate.

Other blog posts on 2020 Release Wave 2

Say e.g. we have below rule created for Task in the classic or legacy experience.

For the rule item, for simplicity, we have kept the condition as a description field containing data.

Now let us open the Customer Service Hub, and navigate to Service Management Area – ARC and SLA Migration tool

There we can see the 1 rule that we had created listed.


Let us click on the Start Migration button to start the migration.

Let us select the category and click on Next.

The next step is pre-migration check

It shows as passed after the check

The Rules and items to migrate give the option to select the rules to migrate.

The next screen gives the option to review the selection before starting the migration.

Clicking on Start migration starts the process.

Below we can see the migration completed.

Once completed, we are presented with the below summary screen

The new rule has the suffix migrated added to its name.

We can open the rule to check its definition. (and activate it)

As expected we have our rule updated to use the Power Automate.


Below is the rule created in legacy experience.

Note: –

Earlier we got the below error message, which was quickly resolved by Microsoft after it was reported to them.

message=’msdyn_migrationtracker’ entity doesn’t contain attribute with Name = ‘correlationid’ and NameMapping = ‘Logical’. MetadataCacheDetails: ProviderType=Dynamic, StandardCache=True, IsLoadedInStagedContext = False, Timestamp=3625460, MinActiveRowVersion=3625460, MetadataInstanceId=37958858

Dynamics 365 2020 release wave 2 –https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave2/

Hope it helps..

Author: Nishant Rana

I love working in and sharing everything about Microsoft.NET technology !

2 thoughts on “ARC and SLA Migration tool (Preview) in Dynamics 365 – 2020 Release Wave 2”

  1. I did not find a service management option in the customer service hub.
    But in Legacy Service management options are present.
    How can i will enable service management option in UCI.

    Like

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