Nishant Rana

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.

https://www.twilio.com/try-twilio

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

https://www.twilio.com/console

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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Disable Export and Print button in Dynamics 365 CE (CRM) report viewer.

Prashant Kumar Maurya

In one of my recent project, there was a requirement to disable/remove export button from report viewer (Only for certain set of users).

To achieve this, we had to remove below two permissions from all roles assigned to those users. You can remove one or both the permission to match your need.

Export to Excel (to remove download option from report viewer)
Print (to remove print option from report viewer)

Before removing permissions

After removing permissions

Thanks

References:

https://www.powerobjects.com/2016/08/22/how-to-disable-exporting-or-printing-reports-in-dynamics-crm-2016/

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Connect Power Automate to Twitter using a Bring Your Own App approach

CIAOPS

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Fix – Missing dependencies error while importing solution (Dynamics 365)

Recently while importing the solution in our UAT we got the below error –

It was showing the above entity relationships missing in the solution. We could not find them inside the Power Apps Maker Portal, to add them in the source solution.

Interestingly enough we were able to find them from the classic solution explorer.

Adding them to the source solution and trying the import fixed the issue for us.

Hope it helps..

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Using Customer Lookup in Canvas Apps (Dataverse)

For this example, we are taking the Company Name customer lookup column of the contact table.

We start by adding the Customer Name field to the form.

That adds a card to the form, let us add the required controls to get it working

Radio Button, Combo box, and Text Label for the combo box.

Change the Items property of the radio button to show the contact and account option.

Also, change the Layout to Horizontal and Default as Contact.

And set the Items property of the Combo box as below –

Based on the value selected in the radio button, we are setting the Data Source and also applying the Sort and Distinct function to it, along with StartsWith for delegation.

We have also set Allow searching as On for the combo box.

For the Contact option selected –

For the Account option selected –

Also, we can set the OnChange property of the radio button to Reset(comboControl) to clear the selection when the user switches between Contact and Account options.

Now to have this value saved back we can specify the Update property of the custom data card in which we have placed these controls.

References –

https://www.youtube.com/watch?v=y-VvNDwy_Jw&t=1191s

https://debajmecrm.com/configure-customer-lookup-to-show-either-contacts-or-accounts-in-canvas-apps/

https://learn.microsoft.com/en-us/power-apps/maker/canvas-apps/working-with-references#show-the-columns-of-a-customer

Hope it helps..

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Fixed – Canvas App / Custom Page not showing data (Dataverse / PowerApps)

Recently we faced an issue wherein the custom page was not loading any data, however, it was working for users with the System Administrator role.

The gallery control shows the Product details.

There were no errors in the Developer Tools, we tried by giving all Organization level rights to the users on the tables involved etc. but that didn’t help.

Eventually, it all came down to this particular line in the formula used for the Items property of the Gallery Control i.e. Asset Status field (custom field).

We had a field security profile created which had Read set as No and the users were part of that security profile, which explained why it was only working for System Admin users.