Dynamics 365 – Page 8 – Nishant Rana's Weblog

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.

Click on Browse and load the file, followed by a click on the Import button to start the process.

As we have received the Success result, let us refresh our Queue to see if the users were added to the Queue or not.

As expected we can see the users added to the Test Queue.

We can also add users programmatically by using the AddPrincipalToQueue Request class.

We need to populate the Principal and QueueId property as shown below.

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Duplicate Detection for leads (Preview) – Dynamics 365 Sales

Few key points on the new duplicate detection rules (preview) –

This new Duplicate Detection feature is available only for leads.
This can be enabled from Dynamics 365 Sales app. We need to navigate App Settings >> Data Improvement – Duplicate Detection (preview) to enable this feature.

It identifies duplicate leads based on –

Email address
Phone number
Similar name and company name (e.g. John Denver from Contoso and John Danver from Contoso. inc)
Similar name and the same email domain ( John Denver, JR@contoso.com, and John Danver, SalesExecutive@contoso.com)

It uses Dataverse Search for detecting duplicates.

It works along with the already existing duplicate detection rules set through Settings >> Data Management >> Duplicate detection rules

It takes around a couple of minutes for the setting to get enabled. Also, we get the message that data is getting prepared and it might take a few hours and up to a few days for it.

After this new detection rule is enabled, we can select the potential duplicate lead record and select the View duplicates option from the command bar.

This opens the Duplicate records page, with the duplicate records listed.

It also highlights the field based on which it identified the duplicate record. Email and the name in this case.

We have the option to Remove and Delete the selected duplicate record(s).

We get the same options when we open the record which has possible duplicate records as a notification on the form.

Clicking on View possible duplicates open the same duplicate records page.

Get all the details here

Hope it helps..

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Managed Environments (preview) – Power Platform Admin Center

Managed Environments is a new feature added in the Power Platform Admin Center to simplify the administration of the platform. It is in Preview currently.

To enable it, select a particular environment and click on Enable Managed Environments.

We will need either Global Admin, Power Platform Administrator, or Dynamics 365 Administrator AD roles to enable the Managed Environments.

Through Managed Environment, we can specify who can receive the Weekly
Digest i.e., a weekly email summary of resource usage in the environment, apart from Dynamics 365 and Power Platform Admin. (it can be managed through PowerShell also)

Limit the sharing of the canvas apps to the security group and max number of users.

New Environment filters for the Managed Environment with regards to data policies.

For the Weekly Digest, we need to enable the tenant-level analytics from Power Platform Admin Center, click on the settings gear, and enable it from the Power Platform settings window.

Below are the information provided in the Weekly Digest –

Total Apps, active flows and active app users in the past month in the managed environments.

Details of the apps that haven’t been launched for a long time.

Details of the most popular apps and flows of the last month.

Through Limit Sharing we can configure sharing with security groups as well as the max number of users with whom the app can be shared with. Here just for testing, we have set it as 1.