Author: Nishant Rana

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

Attachments in Approval – Power Automate and Dynamics 365


Let us update our previous sequential flow, to include file attachments to notes of the case record, as part of the approval.

First, we need to add Initialize variable action and define an Array variable to store all the attachments details.

Next, we will use List records action, to fetch all the notes records associated with that particular case record.

Next, we will use Apply to each action to loop through all the attachments and use it to populate our attachments array variable defined in the previous step.

Now as the last step, we’d specify the attachment array variable for the attachment field inside the Start and wait for an approval action.

Now we are ready to save and test our flow.

Here our flow is waiting for approval from the user.

The approver receives the notification and can now review the attachments before responding.

Hope it helps..

Approval/Reject Type – Everyone must approve – Power Automate and Dynamics 365


Let us update our previous flow from approval/reject type – First to respond to Everyone must approve type.

For First to respond, either Approval or rejection by any of the approver completes the request.

In case of Everyone must approve, if any of the approvers rejects the request is considered rejected, for the request to be considered approved all the approver needs to approve it.

We have updated the approval type from first to respond to

everyone must approve.

In the case of Approve / Reject – Everyone must approve –

  • All the assigned users must approve, for the request to be approved.
  • Any of the assigned users if rejects, the request will be considered rejected.

Let us run the flow and test it.

We can see our flow waiting for approvals

We can see all the 3 approvers getting the approval request

Let us Reject it for one of the approvers.

It completes the flow without waiting for responses from other approvers.

The other approvers will see the below message.

Similarly, as expected, it will wait for all the approvers to approve before moving to the next action.

We need to make sure we specify the same value as shown in the Outputs above in the condition action.

Hope it helps..

Manager approval – Power Automate and Dynamics 365


Continuing our previous basic  approval flow, here we’d update it to send an approval request to the manager of the user.

First, we’d use the Get manager V2 action to get the user’s manager.

Let us first update the profiles of the users to add their manager.

Sign in to the Azure portal as an administrator and select Users inside Azure Active Directory.

Here we have specified test user 2 as manager of user 1.

Let us now update our flow, add a Get a record action to get the email of the owner of the case record which will be used later to get the user’s manager.

Here in Item Id, we are passing Owner, it could well be created by or modified by as well.

In the select query, we are specifying the internal email address i.e. primary email address of the user.

Now for the If Yes step, we have used the Get manager action, and have specified the primary email address fetched earlier.

The Mail returned by the Get manager action is used for Assigned to field inside Start and wait for an approval action.

Based on the outcome of approval we are then updating the case record.

This is how the flow looks like

On running the flow, we can see the user’s manager email address in the output for the Get manager V2 action.

We can see the manager of the user 1 getting the approval request.

Now instead of the manager specified in User’s profile in Office 365 (Azure AD), let us update the flow to send an approval request to the User’s manager (system user) inside Dynamics 365.

Let us update the flow,

in the Get a record action instead of fetching the primary email address (internal email address) of the owner, we’d use Expand Query to fetch the primary email address of the Manager specified in the Owner (system user) record.

Create the query with link entity in our favorite FetchXML Builder and click on Power Automate Parameters

Copy the Expand query.

Paste it in the Expand Query of the Get a record action.

Remove Get manager (V2) 2 action from If Yes step, as we already have the email address of the manager now and specify the same in the Start and wait for an approval action’s Assigned to field.

Save and Test the flow.

Here we can see the test user 2 who is the manager of user 1 receiving the approval request.

We can the manager’s email in the output for Start and wait for an
approval action.

Thus, we see a couple of ways to implement Manger’s approval, we’d look at a few more scenarios in the next posts.

Do check out the wonderful training on Approvals in Power Automate

https://www.linkedin.com/learning/microsoft-flow-approval-flows/

Hope it helps..

CDS List Records Filter Query using Flow


CRM Keeper

This week I needed to use the List Records function, and I realized that I had no idea how to use the filters. Thank you Jonas Rapp for creating the FetchXML Builder!! The function “Flow List parameters” saved my day:)

Simple filters

Let’s begin with the simple filters where I get a contact with the last name of Sandsør

Test your search result with the Execute button so see that anything is actually returned. Then open the Flow List Parameters

The tool converts the Fetch XML, and magically gives the correct filter to add in our FLOW query. It can’t get much simpler than that!!

Lookups

Lookups act a little bit different with the syntax, as lookups always to. This got me quite confused before finding this tool, because I was not getting match to my result.

I am searching for contacts with a given GUID. In my case I…

View original post 186 more words

Call Azure Function from Dynamics 365 CRM using Webhooks


Interesting read !

D365 Demystified

This is a vast topic to cover in a blog. But I wanted to write from a bird-eye’s view of how this will pan out in an implementation where you perform a certain operation in Dynamics 365 CRM and an Azure Function is called to perform further operations.

This post is written keeping in mind fair knowledge of Azure Functions, Storage accounts and subscriptions in mind.

I’ll try to keep the article short, so stay with me! 🙂

Create a Function App in Azure

  1. Let’s say you have created a Function App in Azure already and want to connect to Dynamics 365 CRM. Click on the big + New Function button in the screenshot below
    resourceOverview_LI
  2. Now, since I want to keep Visual Studio as my driver for coding and deployment, I’ll create a new Project in Visual Studio of type Azure Functions and click Next
    newProj
  3. On the next page, I’ll…

View original post 560 more words

Approvals in Power Automate and Dynamics 365


Let us try implementing a basic scenario, where an agent can send a case for approval and the record is updated based on the approver’s response.

The agent here sets the Submit for Approval – custom field as Yes and saves the record for submitting it for approval.

The description field will be updated to reflect approval or rejection.

Login to Power Automate

https://flow.microsoft.com/

Start with Automated Flow (blank template)

Choose trigger as When a record is updated. (Common Data Service)

Select the appropriate environment, cases as entity name, and scope, for attribute filter, we have selected the custom field ‘submit for approval’

Add a new step and search for Approvals action.

Select approval type as Start and wait for an approval and specify the appropriate values.

To Item link with the URL of the case record

https://nishantrana.me/2020/08/25/add-url-of-record-in-item-link-in-approval-power-automate-dynamics-365/

Save the flow and add a Condition step with the condition ‘Outcome’ equal to ‘Approve’.

For If Yes step, select Update a record (Common data service) action, specify values for Entity name, Item ID, and Description field.

Repeat the same for the If no step.

Update – add the condition to check the value of submit for approval field

IfCondition

As we will request for approval only if value is true.

Let us select the Flow checker to check the flow first before we can test it.

As there are no errors or warnings, click on the Test button and select the I’ll perform the trigger action option.

To trigger it, open a case record, set Submit for approval field as Yes, and save it.

We’d see our flow running and waiting for the approval.

The approver can either approve it through email.

Or within the mobile app.

https://aka.ms/flowmobilediscoverabilitybanner

As well as the approval center.

Let us approve the request.

We’d see our flow completed successfully.

And the case record updated.

This was the very basic example to begin with, in the next few posts we’d try covering other scenarios.

Hope it helps..

Add url of record in Item link in Approval – Power Automate / Dynamics 365


To add the record’s URL in the Item link in the approval step within Power Automate, we can follow the below steps

First, to get the URL, open the record, click on Email a link

Copy the URL from the mail editor

Or get the Record URL using our favorite tool for Dynamics 365 / CRM

https://github.com/rajyraman/Levelup-for-Dynamics-CRM

Paste the URL and specify the id (guid)  part as shown below.

Link within Email

Inside Approval Center

Within the app

Another option could be to create a custom field in the entity to hold the URL and use the same for the Item link.

Check our the below posts for more details à

https://diyd365.com/2019/11/27/populating-item-link-in-approvals-power-automate-ms-flow/

https://www.d365geek.co.uk/single-post/2018/11/05/Microsoft-Flow-Vs-Dynamics-365-Workflows—Part-1

https://learningrefresh.home.blog/2019/04/08/create-first-microsoft-flow/

https://powerusers.microsoft.com/t5/Building-Flows/Dynamics-365-Get-URL-dynamically-in-flow/td-p/153813

http://linnzawwin.blogspot.com/2020/01/power-automate-find-out-how-to-include.html

Hope it helps..

Solved – Your subscription is no longer active. Please contact your admin to activate your subscription while accessing Outlook Office 365


While trying to access Outlook Office 365 one of the users was getting the below error.

https://outlook.office.com/

Exchange online licenses were assigned to the user, and also the other users were not facing this issue.

As suggested in one of the forums, we tried re-assigning the license.

https://admin.microsoft.com/AdminPortal/Home#/subscriptions

i.e. Unassign and reassign the license to the user.

We kept getting the issue (even after trying in different browsers and also in in-private browsing).

We tried the same after 1 hour or so and the user was able to access the outlook office 365, seems like the change takes time to propagate.

So the key is to make sure the licenses are active and appropriately assigned and followed by a little bit of patience.

Hope it helps..

Configure Customer Service Analytics and Insights in Dynamics 365 Customer Service Hub (Preview)


With the recent updates, the Analytics and Insights that were earlier only available inside Customer Service Insights and Customer Service Analytics for Dynamics 365 in Power BI are now accessible from within the Customer Service Hub.

Navigate to the Service Management – Analytics and Insights – Settings (preview) section inside Customer Service Hub to enable it.

Toggle the Enabled option to enable Analytics reporting.

The reports can be viewed from Reports (preview) – Service Area

To enable Insights, click on Get Started.

It will perform a check for the license before setting things up.

We’d get the below error if the license is missing.

To get the license, log in to the admin portal.

https://admin.microsoft.com/

For Purchase Services, select Dynamics 365 Customer Service Insights.

Enable the trial.

Assign the license to the user.

This time the configuration will be successful.

Clicking on View reports will open the reports.

We have the option to share, configure it, and to open it inside the Customer Service Insights app.

  • Both the reports and insights are accessible from Service Area the Customer Service Hub

AS

Get all the details here

https://docs.microsoft.com/en-gb/dynamics365/customer-service/introduction-customer-service-analytics

Hope it helps..

Modern email template experience in Dynamics 365 – 2020 Release Wave 2


With 2020 Release Wave 2, we can now author the email template from within the Customer Service Hub app. (along with the classic Settings – Templates – Email Templates section)

Other blog posts on 2020 Release Wave 2

Navigate to Service Area – Templates

Clicking on New brings the below window, where we can specify Template Name, Permission Level, Category (entity), and Language.

The classic experience – (it had only template type field – which included value Global and entities)

  • The new Email Template editor brings a rich text experience. ( with the option of working with image inline)

The classic experience –

  • The new Email Template also brings the new modern and familiar toolbar.

legacy experience –

  • The new Insert / Edit dynamics text screen

Classic one –

  • We can also add attachments to the email template.

Now if we create a new email and try to apply the above template, we will be presented with the below message, which asks us to save the record first and then inserts the template, if we want the attachments to be part of it.

After saving the record, we can now insert the email template which also adds the attachments.

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

Hope it helps..

Send a Power App Push Notification using Flow to open a record in Canvas App | Power Automate


D365 Demystified

Let’s say most of your users are using custom Canvas Power Apps to follow their business tasks and rely on Canvas Apps for their actions inside Dynamics 365.

There could be scenarios where you want to notify them conditionally of important items that need their attention.

Scenario

Let’s say you have a few users whom you want to tell them that an Opportunity was Won. It could be a team or a single User.

Here’s what my scenario is – A PowerApp Notification is sent to designated User(s) using Flow. When an Opportunity is Won

A Power App Notification is received

And when user clicks he Notification, Canvas Power will open and show that record.

But of course, your implementation/applications for this can be limitless!! This is just my example!

Flow

Here’s what the Flow looks like –

  1. I’m triggering the Flow on Update of the Opportunity. You can use…

View original post 738 more words

Custom entity support for PDF document generation in Dynamics 365 – 2020 Release Wave 2


With 2020 Release wave 1 we had PDF generation capability added to Lead, Contact, Opportunity, Quote, Order and Invoice entity.

https://nishantrana.me/2020/02/13/save-and-email-pdf-options-added-to-dynamics-365-sales-2020-release-wave-1-plan/

This has been extended to the custom entities with new capabilities added in 2020 Release Wave 2

Other blog posts on 2020 Release Wave 2

In Sales Hub, navigate to App Settings – Productivity Tools – Convert to PDF and select Manage


We can Search / Select the entities to enable it.


Let us enable it for the Contact entity

We can see the “Export to PDF” command added after enabling the Convert to PDF option in the contact entity.

Clicking on it we are presented with below options if we do not have any active document template available for that entity.

Let us enable PDF generation on the Account entity (as it has the document template available out of the box) and try the same.

After enabling it for Account entity, clicking on Export to PDF, gives us option to  preview the PDF document based on the template selected

Download option  will download a copy of the pdf.

The Email option will open the compose email window with the PDF attached.

Save to Dynamics will save it in the timelines as note’s attachment for that record.

This definitely was one of the most requested feature and thanks to Microsoft for adding it in the new release.

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

Hope it helps..

AI suggestions for similar knowledge articles and cases in Dynamics 365 – 2020 Release Wave 2


The AI suggested knowledge articles and similar cases capabilities have been added in the Customer Service workspace to help the agents in faster resolution of the cases.

Check other posts on Release 2020 Wave 2

Open Customer Service Hub, navigate to Settings in Analytics and Insights section.

Click on Manage to configure the Suggestions.

Below Case Title is the field that is defined for Case summary and Description for the Case details as default.

The other fields that can be specified are

Similarly, we can enable knowledge article suggestions, for which Article title and Article content fields need to be specified.

The other fields that can be specified are

Save the configuration.

The settings can take up to 24 hours for processing the model and to complete the first-time setup.

To view the Smart Assist Pane where we will find all the suggestions –

Open the Customer Service workspace app

https://nishantrana.me/2020/08/13/new-customer-service-workspace-app-preview-in-dynamics-365-2020-release-wave-2/

In the Customer Service Agent Dashboard, use Shift + Mouse action to open the case record.

We can see the Smart assist pane opened to the right of the record.

  • Sample knowledge article components

  • Sample similar cases component

Get all the details below

https://docs.microsoft.com/en-gb/dynamics365/customer-service/csw-view-ai-suggested-cases-knowledge-articles

Hope it helps..

 

 

 

 

Email file attachment enhancements in Dynamics 365 – 2020 Release wave 2


Let us look at the changes that have been introduced in 2020 Release wave 2, with regards to the file attachments in Email.

Enable early access to 2020 release wave 2

Check other posts on Release 2020 Wave 2

Clicking on New Attachment button will,

open Manage Attachment dialog box in 2020 Release wave 1, wherein we need to click on Choose file to open the open file dialog box.

In 2020 Release wave 2, it will open the open file dialog box directly.

For the attached file, we have only the Delete option available in 2020 Release wave 1.

In 2020 Release wave 2, we have Preview, Download along with Delete option.

Clicking on Preview will open the attachment preview dialog box as shown below.

For attachment of type pdf, we get the below message

We do not see the preview option available for word document or text file.

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

Hope it helps..

Posts on 2020 Release wave 2 – Dynamics 365

Email experience now available in Dynamics 365 Mobile App – 2020 Release Wave 2

With 2020 Release Wave 2, users can now finally compose, edit, and send emails from the Dynamics 365 Mobile App. Check other blog posts on Release 2020 Wave 2 Now mobile users can – Compose and send email from Dynamics 365 Mobile app Navigate to Activities menu from the home page. We can see the Email entity … Continue reading “Email experience now available in Dynamics 365 Mobile App – 2020 Release Wave 2”

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 … Continue reading “ARC and SLA Migration tool (Preview) in Dynamics 365 – 2020 Release Wave 2”

Modern email template experience in Dynamics 365 – 2020 Release Wave 2

With 2020 Release Wave 2, we can now author the email template from within the Customer Service Hub app. (along with the classic Settings – Templates – Email Templates section) Other blog posts on 2020 Release Wave 2 Navigate to Service Area – Templates Clicking on New brings the below window, where we can specify Template … Continue reading “Modern email template experience in Dynamics 365 – 2020 Release Wave 2”

Custom entity support for PDF document generation in Dynamics 365 – 2020 Release Wave 2

With 2020 Release wave 1 we had PDF generation capability added to Lead, Contact, Opportunity, Quote, Order and Invoice entity. https://nishantrana.me/2020/02/13/save-and-email-pdf-options-added-to-dynamics-365-sales-2020-release-wave-1-plan/ This has been extended to the custom entities with new capabilities added in 2020 Release Wave 2 Other blog posts on 2020 Release Wave 2 In Sales Hub, navigate to App Settings – Productivity … Continue reading “Custom entity support for PDF document generation in Dynamics 365 – 2020 Release Wave 2”

AI suggestions for similar knowledge articles and cases in Dynamics 365 – 2020 Release Wave 2

The AI suggested knowledge articles and similar cases capabilities have been added in the Customer Service workspace to help the agents in faster resolution of the cases. Check other posts on Release 2020 Wave 2 Open Customer Service Hub, navigate to Settings in Analytics and Insights section. Click on Manage to configure the Suggestions. Below Case … Continue reading “AI suggestions for similar knowledge articles and cases in Dynamics 365 – 2020 Release Wave 2”

New Customer Service workspace app (Preview) in Dynamics 365 – 2020 Release wave 2

In 2020 Release wave 2, we can see a new Dynamics 365 app introduced for the Customer Service agents – Customer service workspace (preview), allowing multitasking (multi-tab) and multi-session  to work on multiple cases simultaneously more efficiently. Enable early access to 2020 release wave 2 Check other posts on Release 2020 Wave 2 Customer Service workspace … Continue reading “New Customer Service workspace app (Preview) in Dynamics 365 – 2020 Release wave 2”

Timeline control enhancements in Dynamics 365 – 2020 release wave 2

Check all the enhancements that were added in 2020 Release wave 1 in Timeline control https://nishantrana.me/2020/02/25/rich-notes-and-filter-enhancements-in-dynamics-365-timeline-control-2020-release-wave-1/ Below are some of the new features added in 2020 Release wave 2 Enable early access to 2020 release wave 2 Check other posts on Release 2020 Wave 2 Expand and collapse records in timeline All records expanded inside timeline … Continue reading “Timeline control enhancements in Dynamics 365 – 2020 release wave 2”

Enhanced knowledge articles in Dynamics 365 – 2020 release wave 2

With 2020 release wave 1, we had new features added in Knowledge management for increased productivity https://nishantrana.me/2020/02/19/enhancements-in-knowledge-capabilities-in-dynamics-365-customer-service-2020-release-wave-1/ Opt-in for release 2020 wave 2 https://nishantrana.me/2020/08/05/enable-early-access-2020-release-wave-2-dynamics-365/ Check other posts on Release 2020 Wave 2 Now with release 2020 wave 2, we have a few more changes added to editing and view experience related to Knowledge articles. The … Continue reading “Enhanced knowledge articles in Dynamics 365 – 2020 release wave 2”

Enhanced email for timeline in Dynamics 365 – 2020 release wave 2

With 2020 release wave 1, we had seen a couple of enhancements in Email experience https://nishantrana.me/2020/02/24/enhanced-email-experience-for-agents-in-dynamics-365-customer-service-2020-release-wave-1/ now this has been extended to Email within the Timeline section Enable early access to 2020 release wave 2 Check other posts on Release 2020 Wave 2 Navigate to App Settings in Sales Hub, and click Manage for Enhanced … Continue reading “Enhanced email for timeline in Dynamics 365 – 2020 release wave 2”

Enable early access 2020 release wave 2 – Dynamics 365

Check other posts on Release 2020 Wave 2 Finally, now we have the opportunity to opt-in for early access to release wave 2, to validate the new features in a non-production environment. The features will be generally available on October 1, 2020. Get all the details on the key dates and FAQ here https://docs.microsoft.com/en-gb/dynamics365/get-started/release-schedule#key-dates-for-the-2020-release-wave-2 To … Continue reading “Enable early access 2020 release wave 2 – Dynamics 365”

New Customer Service workspace app (Preview) in Dynamics 365 – 2020 Release wave 2


In 2020 Release wave 2, we can see a new Dynamics 365 app introduced for the Customer Service agents – Customer service workspace (preview), allowing multitasking (multi-tab) and multi-session  to work on multiple cases simultaneously more efficiently.

Enable early access to 2020 release wave 2

Check other posts on Release 2020 Wave 2

  • Customer Service workspace App ->

The app allows agents to work in multiple cases at the same time along with associated activities

We can open multiple case, contact, account, activity, dashboard etc. in differents tabs as shown below, which allows for easier reference, without losing the context.

Session

We have new main form ‘Case for Multisession experience’ and quick create form added for the new app for the case entity.

Along with Customer Service agent dashboard.

Similarly, we can also find new multi session form added for Account and Contact entity.

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

Hope it helps..

Rich text editor control in Dynamics 365 – 2020 Release Wave 2


2020 Release wave 2 bring the configurable PCF Control, which we can now use for our multiline text input field.

Enable early access to 2020 release wave 2

Check other posts on Release 2020 Wave 2

Below we have added the Rich Text Editor Control for the Description field in the Case Form.

The field properties

The control within the form with all the options.

We didn’t had the rich text editor control in 2020 Release wave 1.

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

Hope it helps..

Insert knowledge article in email – 2020 Release wave 2


Agents while working on email can now search for Knowledge articles and insert its content in 2020 release wave 2.

Enable early access to 2020 release wave 2

Check other posts on Release 2020 Wave 2

The new Insert Knowledge Article button in the command bar for email.

Agents can now search for the article without losing the context

Agents can preview and insert the article content.

The same experience for email within the timeline control

timeline

This feature was not available in 2020 Release wave 1.

Missing Insert Knowledge Article button there –

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

Hope it helps..

D365 CE- Incident management integration with SAP Qualtrics – Part 3


Rahul Tiwary CRM Blogs

In part 3 of my blog , I am going to explain about how I have use Common Data Connector (CDS) to call qualtrics API’s and update back the response in D365 CE.

Login to power platforms and go to flows

I have achieved my scenario using 2 power automate flows in CDS

a) Automated Flow : When a Qualtrics transaction record created in D365 CE on close of an incident

b) Scheduled Flow : To get the survey link after the import is successful and update back the Survey Link.

FirstAutomated Flow “Qualtrics – Create Transaction and Contact”

  • Connect to your environment, Select entity and define scope
  • I have used HTTP connector to call API, and used the URL stored in transaction recorded created in D365 CE from the Async plugin. For the detailed API and body structure, you can refer to part 1 of this blog
  • Initialized…

View original post 230 more words

Timeline control enhancements in Dynamics 365 – 2020 release wave 2


Check all the enhancements that were added in 2020 Release wave 1 in Timeline control https://nishantrana.me/2020/02/25/rich-notes-and-filter-enhancements-in-dynamics-365-timeline-control-2020-release-wave-1/

Below are some of the new features added in 2020 Release wave 2

Enable early access to 2020 release wave 2

Check other posts on Release 2020 Wave 2

  • Expand and collapse records in timeline

All records expanded inside timeline control shows its content and the icons to perform action on them.

In 2020 Release wave 1, the option is not available

  • Enhancements related to Email within timeline control

https://nishantrana.me/2020/08/05/enhanced-email-for-timeline-in-dynamics-365-2020-release-wave-2/

  • Highlight of matching text for the search

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

Hope it helps..

Enhanced knowledge articles in Dynamics 365 – 2020 release wave 2


With 2020 release wave 1, we had new features added in Knowledge management for increased productivity

https://nishantrana.me/2020/02/19/enhancements-in-knowledge-capabilities-in-dynamics-365-customer-service-2020-release-wave-1/

Opt-in for release 2020 wave 2

https://nishantrana.me/2020/08/05/enable-early-access-2020-release-wave-2-dynamics-365/

Check other posts on Release 2020 Wave 2

Now with release 2020 wave 2, we have a few more changes added to editing and view experience related to Knowledge articles.

  • The authors can create a collapsible section

The same experience for the end-users within the case form à

  • The collapsible section option was not available in 2020 release wave 1

  • Warning message in the Preview tab, if an anchor is used, has been removed now.

With 2020 Release wave 1 –

  • Icons have been updated within the Knowledge search control.

In 2020 Release wave 1 ->

In 2020 Release wave 2 ->

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

Hope it helps..

Enhanced email for timeline in Dynamics 365 – 2020 release wave 2


With 2020 release wave 1, we had seen a couple of enhancements in Email experience

https://nishantrana.me/2020/02/24/enhanced-email-experience-for-agents-in-dynamics-365-customer-service-2020-release-wave-1/

now this has been extended to Email within the Timeline section

Enable early access to 2020 release wave 2

Check other posts on Release 2020 Wave 2

Navigate to App Settings in Sales Hub, and click Manage for Enhanced email for timeline

Enable it and save.

Let us now navigate to one of the contact records and try creating a new email from its Timeline control

There we can now compose email in a pop-up and non-blocking window within the context of the record.

We can now work on a maximum of 3 active draft emails at a time.

The same rich edit experience which includes Drag and Drop / Copy and paste of the images is available.

In short, all the email enhancements that were added as part of Release 2020 Wave 1 is now available from within the Timeline control for email, making it a consistent experience for the users.

Hope it helps..

Enable early access 2020 release wave 2 – Dynamics 365


Check other posts on Release 2020 Wave 2

Finally, now we have the opportunity to opt-in for early access to release wave 2, to validate the new features in a non-production environment.

The features will be generally available on October 1, 2020.

Get all the details on the key dates and FAQ here

https://docs.microsoft.com/en-gb/dynamics365/get-started/release-schedule#key-dates-for-the-2020-release-wave-2

To opt-in

  • Log in to the Admin Portal

https://docs.microsoft.com/en-gb/dynamics365/get-started/release-schedule#key-dates-for-the-2020-release-wave-2

  • Select and open the environment to upgrade

  • Click on Manage in the Updates section and click Update Now

  • The upgrade process will start

  • Retry in case if any of the application updates fails using the Retry button, for us Dynamics 365 Core service had failed.
  • After a successful upgrade, the upgraded instance will show the 2020 release wave 2 enabled.

Hope it helps..

Show and hide the Dynamics 365 – custom app


To show and hide the Dynamics 365 – custom app from users other than having a system administrator role, we can use the below option

Navigate to Settings – Apps

and specify either Hide / Show for all roles.



For the end-users, it will hide the app

App not listed for the user.

Users can still access the app through URL.

The same settings can be applied from the General tab of System Settings

For Dynamics 365 On-Premise, we have a similar option in the General tab of System Settings

Hope it helps..

Notes on Claims-based Identify for Windows


Hi,

I was recently reading about claims-based identity, noted down few important points

How Identity works inside the organization –

The user enters his username and password to login to the domain. Now to access any application in the domain, the user gets the Kerberos ticket for the application from the AD. The ticket contains basic user information and is digitally signed by AD. The user provides this detail to the application, which checks the signature and makes sure it is issued by AD. Application, as it trusts the AD, uses the information in the ticket to perform the corresponding action.

The above authentication works well within an organization boundary, how about if a user wants to access an application from the internet, or belongs to a different domain, to address this we have claims-based authentication, which uses token.

A Token or security token is a set of bytes that expresses information about an entity e.g. a user. Token consists of claims and each claim contain some information about the entity. Token also has a digital signature.

The token is created/issued by STS – secure token service, which is commonly provided by an identity provider.

To get a token, the user will request a token from STS, which will usually ask for the user to provide username and password to authenticate and on successful authentication gets information about the user from the Account / Attribute Store like Active Directory to construct the claims in the token and sends the token back to the user after digitally signing it.

The user submits this token to the application he wants to access. The application uses the identity library to verify the signature of the token and also checks for whether the STS is trusted or not and then can use the claims in the token to define subsequent action that users can perform within the application.

Without claim-based identity, an application either has to authenticates users itself or rely on local 3rd parties to do that and it only gets only simple information directly from the user like the user’s name.

With claims-based identity, application see just see the token, they only need to decide whether they trust this STS, and application gets the exact information it needs, the STS puts it in the token as claims.

A claim can be used to identify the user, convey group membership, grant or deny access to specific methods, put constraints like purchasing limit, etc.

Through claims-based authentication, we can have an application that trusts multiple identity providers e.g. Google, Microsoft, Facebook etc. at the same time.

Microsoft Identity Provider
Identity Provider Federation Provider Identity Library
Cloud Windows Azure Active Directory Windows Azure Active Directory Windows Identity Foundation
On-Premise Windows Server Active Directory with ADFS. Windows Server Active Directory with ADFS Windows Identity Foundation

Windows Server Active Directory Domain Services –

  • Provides Identity services for an organization.
  • Relies on Kerberos inside an organization.
  • The application can use LDAP to access the data it contains.

Active Directory Federation Services –

  • Provides an STS for claims-based identity.
  • Supports SAML Security Assertion Mark-up Language and other protocols.

Windows Azure Active Directory –

  • Identity and federation provider STS in the public cloud.
  • Applications can use the Graph API to access the data it contains

Window Identity Foundation is a standard library incorporated in .NET Framework 4.5 and above to work with claims-based authentication. We can build our STS using WIF.

  • Accessing an enterprise application – On-premise (Claims-based Identity)


  • Accessing an enterprise application – Internet (Claims-based Identity)


Check out the white paper / Channel 9 session / Pluralsight by David Chappell course to understand it in-depth

http://www.davidchappell.com/writing/white_papers/Claims-Based_Identity_for_Windows_v2.pdf

https://channel9.msdn.com/Events/TechEd/NorthAmerica/2010/SIA201

https://app.pluralsight.com/library/courses/claims-based-identity-big-picture/table-of-contents

Hope it helps..

Adv Hands On Lab 5: Embedding PowerApps into Power BI


Step by step guide for embedding PowerApps within Power BI.

Key points to consider – https://docs.microsoft.com/en-us/powerapps/maker/canvas-apps/powerapps-custom-visual#limitations-of-the-power-apps-visual

Sterlings

 

Power BI Dashboard

In this lab, you will create a Power BI dashboard with an embedded PowerApp. The final product will look like the image below.

Exercise 1: Build Power BI Report

High level tasks

    Task 1: Connect to PowerBI and enable sample data. Build PowerBI report

    Task 2: Import PowerApp visual for use in report

Task 1: Build Report

In this task, you will build the Power BI Report.

  1. Navigate to https://powerbi.microsoft.com and click Sign in.
  2. At the bottom of the left navigation, click Get Data
  3. Select Samples.

  1. Select the Retail Analysis Sample.

  1. Connect.

  1. Your sample dataset will take a moment to load.

  1. Expand My Workspace and click to on the Retail Analysis Sample under the Datasets. If you have completed the prior steps and do not see this sample, refresh your browser.

  1. Go to the Fields pane, expand the Store table, and select the

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RetrieveTotalRecordCount function to get the total number of records in Dynamics 365


Using RetrieveTotalRecordCount Function we can get the total number of records for an entity (works for more than 50000 records)

For e.g.

https://[orgname].crm.dynamics.com/api/data/v9.1/RetrieveTotalRecordCount(EntityNames=[‘lead’,’contact’,’account’,’incident’])


https://dreamingincrm.com/2019/07/22/getting-entity-record-counts/

https://stackoverflow.com/questions/51543802/counting-all-rows-in-dynamics-crm-online-web-api-odata

https://nishantrana.me/2020/05/27/different-ways-of-getting-record-count-total-in-dynamics-365/

Hope it helps..

SLA Changes in Dynamics 365/Power Apps


Prashant Kumar Maurya

Microsoft has made some changes in SLA design; here I am going to share about the differences

  1. SLA Type option standard has been removed, earlier user has option to choose (as shown in below image)

  2. Earlier there were 2 entities now there are 3 entities to configure a new SLA
    1. Earlier
      1. SLA
      2. SLA Item
    2. Now
      1. SLA
      2. SLA Item
      3. SLAKPI
  3. Earlier only one SLA can be applied now you can use multiple SLAs. This is a much-needed feature, in our recent implementation we need to have 5 SLAs on Work Order entity and to chieve that we need to implement a child entity on work order and create 5 records in that to track 5 different SLAs.

  4. To manage SLA settings, you can navigate to “Customer Service Hub” application and then navigate to “Service Configuration Setting”, there you can find below settings
    1. You can disable SLA on an entity which is…

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