Dynamics 365 – Page 7 – Nishant Rana's Weblog

How to – Access Dataverse environment storage using SAS Token

We can access our environment’s storage using a SAS token.

Download – Azure Storage Explorer – https://azure.microsoft.com/features/storage-explorer/#overview

Select Connect to Azure resources option

Select ADLS Gen2 container or directory for the Azure storage type.

Select the Shared access signature URL for the connection

To get the SAS URL – https://[ContainerURL]/CDS?[SASToken],

we need ContainerURL and SASToken.

To get Container URL use the below link –

ContainerURL = <a href="https:///api/data/v9.1/datalakefolders”>https://<EnvironmentURL>/api/data/v9.1/datalakefolders

In our case – https://mycrm2022.crm.dynamics.com/api/data/v9.1/datalakefolders

The containerendpoint = https://aeth2b4c5907361d483c9641.dfs.core.windows.net/aeth-b986098f-1315-45cc-b8e6-61c5a1a1631a

Copy the value of containerendpoint (ContainerURL)

Navigate to the below URL by replacing the value of the Environment URL and Container URL

<a href="https:///api/data/v9.1/RetrieveAnalyticsStoreAccess(Url=@a,ResourceType=’Folder’,Permissions=’Read,List’)?@a=’/CDS”>https://<EnvironmentURL>/api/data/v9.1/RetrieveAnalyticsStoreAccess(Url=@a,ResourceType=’Folder’,Permissions=’Read,List’)?@a='<ContainerURL>/CDS’

i.e.

https://mycrm2022.crm.dynamics.com/api/data/v9.1/RetrieveAnalyticsStoreAccess(Url=@a,ResourceType=’Folder’,Permissions=’Read,List’)?@a=%27https://aeth2b4c5907361d483c9641.dfs.core.windows.net/aeth-b986098f-1315-45cc-b8e6-61c5a1a1631a/CDS%27

to get the SAS token (the SAS Token will expire after 1 hour)

Construct the SAS URL which we will use in the Azure Explorer’s connection info <a href="https:///CDS?https://<ContainerURL>/CDS?<SASToken>

https://aeth2b4c5907361d483c9641.dfs.core.windows.net/aeth-b986098f-1315-45cc-b8e6-61c5a1a1631a/CDS?skoid=3c1e8701-292f-478f-8f42-df7e9cc692c9&sktid=975f013f-7f24-47e8-a7d3-abc4752bf346&skt=2022-11-04T19%3A02%3A44Z&ske=2022-11-04T20%3A18%3A44Z&sks=b&skv=2020-08-04&sv=2020-08-04&se=2022-11-04T20%3A08%3A44Z&sr=d&sp=rl&sdd=1&sig=kKHHJLbb4gjAtTiQCbiuwQ8QrInY33zGEY1FvpxCLK%03D0

Now we have access to the storage

Here we have opened the contact folder just as an example

We only have read-only access, any other access like delete, rename, upload, etc. will fail

Get all the details here – https://learn.microsoft.com/en-us/power-platform/admin/storage-sas-token

Hope it helps..

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Workstreams Overview – part 1 – Dynamics 365 Customer Service / Omnichannel

Workstreams can be defined as records or settings, where we can set up the channel, and define routing rules, work distribution, and bots to route work items to the appropriate queue/agents.

Workstream can be of 3 different types – Messaging, Record, and Voice.

For Messaging we can specify the below channels – Apple messages for business, Chat, Custom, Facebook, Google’s Business Messages, LINE, SMS, Twitter, WeChat, and WhatsApp.

For Messaging Type as Channel, we can specify Work Distribution Mode as either Push or Pick.

We also need to specify a Fallback Queue, this Queue will be used if no matching queues are found based on the routing rules.

In the case of the Chat channel, we have the option of making chats persistent, so any new messages from the customer will be routed to the same queue and same agent if available or the next best agent.

For all other channel types, we have the same Work Distribution mode and Fallback queue option.

For the workstream type as Record, we can select the entities with queues enabled. The remaining option of work distribution mode and fallback queue remains the same.

For the record routing to work, we need to make sure Unified Routing is switched on in the environment.

And the entity is enabled for record routing.

For the workstream type as Voice, we have the voice channel selected as default and disabled.

The only difference is in the distribution mode, where we do not have the option of Pick.

In a nutshell –

Workstream Type	Channel	Additional Information
Messaging	Apple Message for Business, Chat, Custom, Facebook, Google’s Business Messages, LINE, Microsoft Teams, SMS, Twitter, WeChat, WhatsApp	For Chat, we have an additional option to make chats persistent. https://learn.microsoft.com/en-us/dynamics365/customer-service/persistent-chat Push and Pick – Work distribution mode.
Record	Entities With Queue and Record Routing enabled	Push and Pick – Work distribution mode
Voice	Voice Call (default / disabled)	Only Push distribution mode.

In coming blog posts we’d delve deep into the workstreams configuration.

Hope it helps..

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How to – Provision / Setup Omnichannel for Customer Service trial – Dynamics 365

In this post, we’d start by creating a trial of Dynamics 365 Customer
Service.

Navigate to – https://dynamics.microsoft.com/en-us/customer-service/overview/

And select Try for free

Enter your email details and follow the steps.

In a few mins, the trial will be ready.

Clicking on Launch Trial opens the Customer Service Workspace app.

Below are the other apps we can see installed as part of the Customer Service Trial, including the Omnichannel Admin Center and Omnichannel for Customer Service along with the Customer Service admin center app.

Opening the Omnichannel Admin Center app allows us to configure the Chat Demo.

In a few seconds, the demo will be configured.

Clicking on the Open agent app opens the Omnichannel for Customer Service App.

Click on Let’s Chat! widget to start the chat.

Opening the Let’s Chat widget sends the notification to the agent as shown below.

Clicking on Accept in the notification starts a new session.

It also starts the conversation.

The agent can click on End or the customer can close the Chat Widget to end the conversation

The End button is grayed out and the customer gets the message as Agent has ended the conversation.

As we can see, we have the working Omnichannel trial environment ready for us to try out different channels/features, etc.

In Power Platform Admin Center, if we check inside Resources >> Dynamics 365 Apps for the Customer Service Trial we can see the Omnichannel Apps installed.

Interestingly if we navigate to Resources >> Dynamics 365 apps and check the Omnichannel for Customer Service app we see the status Not configured.

Clicking on the Manage option, opens the dialog box, informing us that it will navigate us to Dynamics 365 apps admin page.

In our case it kept us asking to sign in, instead of taking us to the admin page.

So next we tried Providing the data access consent as mentioned in the MS Docs.

https://learn.microsoft.com/en-us/dynamics365/customer-service/omnichannel-provision-license#provide-data-access-consent

For which we got the below error.

As it failed, we tried the same after assigning the Power BI (free) license to the admin user. (The user should also have Microsoft 365 Global Admin roles along with System Administrator in the env.)

https://learn.microsoft.com/en-us/dynamics365/customer-service/try-channels

https://learn.microsoft.com/en-us/dynamics365/customer-service/omnichannel-provision-license#prerequisites

And it worked this time.

This time clicking on Manage for the Omnichannel for Customer Service, took us to the Dynamics 365 Admin page.

Inside Dynamics 365 Administration Center we can manage the environments in which we want to install or remove the Omnichannel as well as different channels inside it.

From the Admin Center, we managed to upgrade the Omnichannel in the Customer Service Trial environment and also configure it in another sandbox environment.

Interestingly even after the update/setup was completed

the status of Omnichannel for Customer Service on the Dynamics 365 Page was “Not configured”, which could be some bug or something as mentioned in the MS Docs.

https://learn.microsoft.com/en-us/dynamics365/customer-service/omnichannel-provision-license#set-up-omnichannel-for-customer-service-

“You can safely ignore the status”

So in our case, when we had configured the Customer Service Trial, the Omnichannel was already configured in that environment as we saw earlier. We were mainly facing issues to access the Dynamics 365 Administration Center, which got resolved after assigning the Power BI License to the admin user followed by giving the required consent.

Kindly refer to the below links to learn about Omnichannel in in-depth

https://neilparkhurst.com/2022/08/11/omnichannel-for-customer-service-collection-2/

https://thecrm.ninja/omnichannel-for-dynamics-365/

https://www.youtube.com/watch?v=WM2JLGNPzT8

Hope this helps..

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How to – Use Script Component to Upload files to File Column / Attribute in SSIS – KingswaySoft (Dynamics 365 / CRM)

A few weeks back had posted on how to upload files to the File Column type field using KingswaySoft’ s Integration Toolkit and Premium Flat File Source and Premium Derived column which are part of the SSIS Productivity Pack of KingswaySoft

https://nishantrana.me/2022/03/17/how-to-upload-files-from-file-column-attribute-using-ssis-kingswaysoft-dynamics-365-crm/

Here we will see an example of achieving the same without using the KingswaySoft Productivity Pack’s Premium Flat File Source and Derived column. (although would recommend using it as it includes over 300 premium components making it easier to rapidly build efficient solutions for different scenarios)

https://www.kingswaysoft.com/products/ssis-productivity-pack

Here we will be using Script Component to read the file from the path and convert it to DT_IMAGE.

Below is our source file

The contact records in CRM

Below is how the package looks like

The Flat File Source points to the location where we have the source CSV file containing email, file path, and file name.

Script Component has File Path and File Name as the input.

Add a column using Add Column in the Output Columns, with Data Type as image [DT_IMAGE]

Click on Edit Script..

Add the below code to read the bytes from the file path and add it to the output column.

Finally, in the CDS / CRM Destination Component, we are performing an upsert using the Email id as a match.

Here we have mapped the output column of the Import Column i.e. DerviedFileContent to the binary content field of the file type attribute of the CRM.

Let us now run the package.

Let us now open the records and check.

As expected we can see the file uploaded.

Also, check out –

To extract attachments from notes-https://nishantrana.me/2021/02/10/extracting-attachments-from-notes-in-dynamics-365-dataverse/

To download files using Download Block Request –https://nishantrana.me/2022/03/14/how-to-download-file-from-file-column-using-initializefileblocksdownload-and-downloadblock-request-dynamics-365-crm-dataverse/

To upload files using Upload Block Request –https://nishantrana.me/2022/03/15/how-to-upload-file-to-file-column-using-initializefileblocksupload-and-uploadblock-request-dynamics-365-crm/

Understand File and Image Data Type –https://nishantrana.me/2021/10/01/using-file-and-image-data-type-in-dataverse-dynamics-365/

Try out the wonderful, feature-rich, and powerful SSIS Integration Toolkit for Dynamics 365 by KingswaySoft –https://www.kingswaysoft.com/products/ssis-integration-toolkit-for-microsoft-dynamics-365/download

Check other articles on SSIS plus CRM – https://nishantrana.me/2018/11/26/ssis-and-microsoft-dynamics-365/

Hope it helps..

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How to – use Associate Entities and Disassociate Entities Event in Audit to check Security Roles changes in Dynamics 365

Let us assign the System Customizer role to the user John Denver save it and then remove the same.

Let us check the Audit records generated for it.

We can see 2 records with event Associate Entities and Disassociate Entities with security role name – System Customizer created in the Audit Summary View as shown below.

Here the entity will be Security Role.

Let us assign 2 more roles to the user.

As expected we can see 2 records, with event Associate Entities.

Now let us see what happens when we update the Business Unit of the user. If you remember, assigning a new business unit removes all the existing security roles of the user.

Well this can be controlled now through DoNotRemoveRolesOnChangeBusinessUnit
setting – https://nishantrana.me/2022/01/05/how-to-change-users-business-unit-without-removing-the-security-roles-in-dynamics-365-powerapps-enableownershipacrossbusinessunits-setting/

Here we have changed the business unit of user 2, he had salesperson, system administrator, and system customizer roles assigned.

We can see the business unit change is recorded.

From Audit History of the user record – we can check all the Associate Entities and Disassociate Entities record that will give us the details of the previous Security Roles user was having before the Business Unit change.

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How to – Add users to the Queue – using Manage NN relationships XrmToolBox Plugin and AddPrincipalToQueueRequest (Dynamics 365)

Recently we implemented Unified Routing for one of our projects, and as part of testing we were supposed to add multiple users to different queues (advanced queues in case of unified routing).

So we were looking for a way to do this either through any existing tool or programmatically.

Well, using the Manage NN relationships XrmToolBox plugin we can add users to the queue. (Thanks to Prashant for suggesting this)

Just as an example, we want to add the below users

to the following Queue named Test, which currently has only one user added to it.

Below is the sample CSV file we have created having the name of the Queue and the email id of the users to be added.

Now let us open the Manage NN relationships tool and specify the appropriate values there.

Here we have specified the First Entity as Queue and the Second Entity as System User.

For Queue we have selected Name and for System User, we have specified Primary Email as the attribute to be considered while importing the data.