Dynamics 365 – Page 44 – Nishant Rana's Weblog

Step by Step – Calling Flow from PowerApps (Dynamics 365 CE/CRM)

Let us take a simple example of creating lead to understand how we can call Flow from PowerApps.

TextInput for entering the Last Name, First Name and Email ID.
Button to call Flow.
The label named GUID which will display the GUID of the created lead record.

Now select the button, go to Action menu and click on Flows to create a new flow.

Click on create a new flow.

Select Instant – from blank option

Select PowerApps as the trigger.

Add a new Step – Create a new Record (Dynamics 365)

To create a new record step, specify the Dynamics 365 Organization Name, select Leads as the entity name.

For the Last Name field, click Ask in PowerApps that will generate the parameter to which we will pass the value from our PowerApps.

The generated parameter.

Repeat the above step for the First Name and Email field.

*for Topic field we have passed a hardcoded value.

Save the create step and add a new step “Respond to a PowerApp or flow“

Here we have selected output of type Text

We have added the output parameter as varLeadId and selected leadid as the unique identifier.

Save the Flow and navigate back to PowerApp and select the flow created for our button.

After adding the Flow, the next step is to update the formula to send the field’s value to the flow and also to receive the output from it.

Below will be our formula to pass the text to the flow.

But as we are expecting the GUID in return, we need to update it.

We are using the Set function to set the variable varResponseFromFlow with varleadid output.

Also, we have updated the label field for GUID with the variable

Now let us save the changes and run the PowerApp.

On clicking the button, we can see the GUID updated on the label on the form.

Back in our Dynamics 365 CE, we can see the lead created.

Thus we saw how easy it is to write a PowerApp which interacts with Dynamic 365 CE using Flow. We took a very basic example to understand how things glue, but we can clearly see the potential here to implement complex real-world scenarios with ease.

Hope it helps..

Execute SQL Select, Insert, Update and Delete command on Dynamics 365 Customer Engagement Data using Skyvia Query

Recently came across the wonderful product called Skyvia Query

It is one of the most advanced Visual Query Builders out there, that let us write complex SQL queries with simple drag and drip and configuration. The most interesting part is that it works with both Cloud as well as On-Premise databases.

To try it out we can create a free trial account.

https://app.skyvia.com/register

In this post, we will see how we can quickly use it to connect to our Dynamics 365 CE Database and perform select, insert, update and delete queries.

Navigate to connections and create a new Dynamics CRM Connection

Provide the connection details and test and save the connection.

Navigate to the Query section and select New Builder option to use SQL Builder tool to create the query

Specify the connection and search for the Entity (table)

Here we have searched for and selected the Opportunity Entity. Now simply drag and drop the fields to the designer surface.

Results Fields:

Filters:

Sort Fields:

Click on Execute (F9) to get the result.

Let us drag and drop opportunity rating field in the result fields section and Execute it

The results can be exported to PDF, CSV and can also be used for creating a chart that can be exported as an image.

PDF:

Chart:

Going back to our designer screen, now let us work with the actual SQL query that was being generated by the query builder for us.

For this, click on the SQL tab.

Below is the generated query.

We can work with the query in the SQL query window itself and can also drag and drop fields from the Table on the left.

For e.g. we have dragged Records count on the SQL query window, which generated the count query for us.

Now let us see the Insert query in action

We can see our contact record created

Now let us perform Update.

Here it asks for the confirmation before performing the update. Selecting Apply All performs the update.

Now let us look at the DELETE query in action.

Similar to Update it asks for the confirmation before deleting the records.

Thus Skyvia Query tool makes it so easy and intuitive to work with Dynamics 365 CE data, as we are using SQL statement instead of Fetch XML.

I would highly recommend giving this product a try.

https://skyvia.com/pricing/

Hope it helps..

How to – Use PCF Custom Control Builder (XrmToolBox Plugin) to update existing control in Dynamics 365 / PowerApps

A couple of months back I had written my first PCF Control to display GUID of the record, it was more of a hello world kind of thing.

https://pcf.gallery/guid-control/

Well, the code was using Xrm.Page client API which as we know is deprecated.

So, it was time to update it to use context instead.

Single Instance / Organization Considerations in Dynamics 365 Customer Engagement / Dynamics CRM

Let us start from the scenario that the enterprise has decided to use Microsoft Dynamics CRM /365 CE as a preferred customer relationship solution for their organization.

For a large enterprise and/or having multiple different departments, the first question that comes up is, do they need to have a single instance or organization or multiple instance or organization. Well, that decision is not that easy but one thing is for sure the decision should be made as early as possible in the project.

Well you could refer to these posts that could help us to make the decision

https://medium.com/capgemini-dynamics-365-team/does-enterprise-scale-dynamics-require-multiple-instances-f1931a443930

https://nishantrana.me/2019/07/23/single-organization-vs-multiple-organization-single-instance-vs-multiple-instance-key-points-to-consider-in-dynamics-365-ce-on-premise/

Now suppose we have made the decision to go with the single instance \ organization, so what are some of the key points we need to consider.

There could be multiple ways of implementing and defining the segregation layer as well as what needs to be shared from data and customization perspective among the different business units, the most important being the security model and the business unit structure being one of the key components of it.

Check out the below Webinar –

http://www.xrmcoaches.com/2017/07/free-webinar-friday-creating-your-dynamics-365-security-model/

also listen to the below podcast to get some guidance around the setting up the security model

http://crmmvppodcast.com/episode-19-setting-up-your-security-architecture-like-a-crm-mvp

In one of our projects, the way we segregated different departments, after defining the appropriate business unit structure, was by having the Business Unit lookup (custom field) in all the common entities that were being shared by the departments and populating that field accordingly, every time record is created either through User Interface or through code and to refer the same field in the customizations (plugin, workflow etc.) as and when applicable.

In the other project, we were referring to the Business Unit lookup field in the System User / Team Entity.

Well there could be multiple ways of doing the same with its own pros and cons.

But what if you have already implemented for one of the units and didn’t consider that the same instance would need to be extended to accommodate the different business unit(s).

Well, then it is time to modify a couple of things to make the Business Unit structure scalable (if it is not).

Let us go through the each of the main components one by one and how they can be segregated among different business units.

Wrong root business unit name?

Set Parent Business Unit lookup field as optional, open the Business Unit record and rename it.

Need to rename the organization?

For Online à

Navigate to Admin Portal, select the instance and click on edit and update the organization name and if required the URL as well as shown below.

For On-Premise à

Follow the below steps to update the Display Name

https://blogs.msdn.microsoft.com/darrenliu/2013/09/21/change-crm-organization-display-name/

Updating Organization Database Name

https://blogs.technet.microsoft.com/crmbipl/2008/01/14/how-to-change-crm-4-0-organizations-database-name/

Forms

Create separate new Main forms for different business units.

Enable appropriate security roles for the Form.

Views

We can make use of the 3^rd Party Solution à
http://www.xrmforyou.com/role-based-views.html
Name the view appropriately to reflect which Business Unit it belongs to.
Train the users to use the appropriate View and Pin It.

Fields

Reuse the fields that are common instead of ending up creating a large number of fields.

Field security profiles can also be used if required when certain entity’s records are shared across the business unit and we want to hide the sensitive information.

Business Rules

Business rule can be configured to run on the scope of Form instead of the Entity.

Dashboards

For Dashboards, we can enable the security roles.

Workflows

Use scope fields to make sure the workflows fire appropriately.
Or put the first step to check for which business unit it is firing (depends on the segregation logic implemented)

Plugins

Have a field in the records to identify to which Business Unit it belongs to and check for this field as the first thing in the plugin or check for the Business Unit of the user under whose context the plugin is getting fired or use the secure \ unsecure configuration etc. it purely depends upon the way the segregation logic has been implemented.

SLAs

Use SLA lookup field to apply the SLA dynamically through plugin or workflow.

https://nishantrana.me/2019/07/24/apply-sla-choosing-the-sla-in-the-sla-lookup-field-for-the-sla-enabled-entities-in-dynamics-365-ce/

Business Process Flow

If there are multiple business process flow, make sure appropriate one is applied

Apply business process flow while creating an entity record.

https://www.powerobjects.com/blog/2019/04/24/business-process-flows-switch-bpf-dynamics-365-javascript/

There would be multiple other key points to be considered apart from the one listed above specific to each implementation; the above points are some of the things that can be taken as guidelines.

Lastly we must consider creating different apps for different department \ teams\ users and add required solution components to it.

Design custom business apps by using the app designer

Please feel free to add comments and share your thoughts.

Hope it helps..

Generate Dynamics 365 CE (CRM) Business Unit Org Chart through SmartDraw

Recently we were looking at the options of generating a Business Unit Org Chart for quick review.

Using SmartDraw we were able to do achieve it very quickly.

Steps

Export the Business Unit records to excel.

Keep only the Name and Parent Business column and delete all the other columns including the hidden ones.

Excel with required columns.

Create the trial account of SmartDraw cloud

Click on Org Charts from the New Document menu.

Select Build Org Chart from Data option

Browse and select the xls file.

Click on Process.

Select Show in Shape for the columns and click on the Build diagram.

The result

The other option is to select any of the Organizational Charts

Select Import from file

Select the excel file

The result

The chart can be exported, shared and print.

Thus SmartDraw makes it very easy to generate the Org Chart for the Business Unit.

To achieve the same through Visio

http://www.planetxrm.com/12-steps-to-creating-crm-business-unit-org-charts/

Hope it helps..

Live Chat using ProProfs Chat in Dynamics 365 CE (CRM)

ProProfs chat is another live chat solution that integrates with both Dynamis 365 CE as well as CRM On Premise. Recently I wrote about PowerChat which is another live chat solution that works on both online and on premise version of Dynamics CRM.

In this post we’d see how quickly we can setup the integration and be up and running and also compare it with PowerChat.

Navigate to https://www.proprofs.com/chat/integrations/microsoft-dynamics/ to get the details and click on Try Chat Free to get started.

After creating the account, go to Integration option and select Microsoft Dynamics and set the toggle switch on.

Specify the Dynamics CRM URL, Dynamics CRM Account, on-premise or online and should lead, contact and case should be auto created or not.

Once enabled, go to Installation option and copy the code and paste it on the website or page.

As soon as the visitor starts the chat, the agent will receive the Invite.

The agent can see the details of the visitor like location, device etc.

The customer can end the chat and give rating as shown below.

The agent gets the notification that user has ended the chat.

As configured, we can see the case, lead and contact record created in Dynamics 365 CE, with description having the chat transcript.

To add agents, we can choose the Add Operator option

Routing order gives the option of specifying the sequence of operator accepting chats if chat routing is enabled. Similarly, visitor can select the operation they want to interact with as specified by Allow Operator Selection option.

For different business units having different websites/ pages, we would want them to be served by different operators, herein we can use Departments.

Department will have a code which we need to place under the ProfProfs Chat code to send chat to that specific department.

Also, for Admin, there are Reports available Summary, Rating, Operator, Timesheet, Visitor.

Theme settings à

Chat Window Settings à

Real Time Monitoringà

Comparing the ProProfs Chat with PowerChat with regards to Dynamics CRM integration à

PowerChat provides a managed solution that we import inside our Dynamics CRM, then we register through the configuration page of that solution to get started. In case of ProProfs there is no solution file. We register at their site.
PowerChat Users are Dynamics CRM Users and can chat with visitors from within Dynamics # CRM. In ProProfs Chat, the operators are not the crm users and their account needs to be created / added separately.
PowerChat allows different Chat Widgets to be created, to be used in different web pages or web sites. Agents can be associated to the Chat Widgets. In ProProfs Chat, there is concept of Departments to achieve the same.
PowerChat allows agents the option to create lead/ contact/case records manually during the chat. In ProProfs Chat, the lead /contact/ case records are auto created based on the configuration, we can select which records to be created.
PowerChat auto creates PowerChat Activity record for each chat which has all the details of the chat. ProProfs Chat doesn’t create any other records expect lead/contact/case inside Dynamics CRM.
They both have the option of configuring the chat windows, fields to be added, snippets to be reused during chat, multi agent support.
PowerChats is natively integrated with Dynamics CRM, so the CRM Users do not have to be working on 2 different applications. However, ProProfs brings in with it lot more features like routing chat to another operator, co-browsing, APIs support, Reports, Real Time Visitor monitoring etc.