Suppose we have the following whole number fields, where Field C is the calculated column and is the sum of Field A and Field B
Field C calculated column –
However, if any of the fields used for calculation is null, Field C will also show null.
The way we can resolve it is to put a null check in the formula.
We have created a new calculated column with the below definition.
The other option that we can consider is using JavaScript / Business Rules / Additional Calculated Columns to set the default value to 0 in case of null, for the fields being used for calculation.
In the case of 0 also, the calculated columns will work properly.
Finally, now that we have Fx Formula Columns available we can make use of them instead of Calculated Columns.
The formula columns work properly and we do not have to put the null check.
Select the appropriate environment and click on New copilot option (Create+)
Select Create
Here we have renamed the Copilot, next click on Add knowledge to add Dataverse as the source.
Add Dataverse
We can select up to 15 tables, and we have specified lead, contact, account, and case for now.
Next, we get the option to review the data for the tables selected.
In the last step, we get the option to review it. Here we can add/ edit the synonyms and glossaries that would make it easier for the copilot to understand and fetch the data. We’d skip it just to see how it works without configuring them.
Our copilot is ready now. The other things that we can do are to add actions, build topics, and publish which we’d leave as it is for now.
Click on the Knowledge tab. In a short time, we’d see the status changed to In Progress
Meanwhile, we can still go ahead and test it.
As we are done with the testing let us try publishing it, before that let us check the authentication for it.
Navigate to Settings >> Security >> Authentication, here we can see Authenticate with Microsoft selected. We’d leave it like that.
Based on the Authentication mode selected, we will have different channels enabled / disabled.
Let us select the Microsoft Teams channel for our copilot.
Select Turn on Teams
Select Edit details
Add / Edit the details and click on Save.
Now time to Publish our copilot.
We can now again open the Microsoft Teams channel and select the Availability options.
Here we can see multiple options, one is to share the link, upload the zip, and show it in the teams store.
We selected the Show to my teammates and shared users option. We can add search and add users to share it with them.
The other option is to Copy link and share the link.
On opening the link, we get the option to add the app.
We can see our app added in the Manage your apps section in Teams.
Finally now we can start interacting with our copilot.
To enable the feature of generating knowledge articles through Copilot, navigate to Customer Service Admin Center >> Agent Experience >> Knowledge >> Knowledge Creation
Agree to the terms and select Opt-in
Set it up by checking the options
With this feature enabled, now when we resolve the case, we will get the option to create a new knowledge article, based on the details provided in the resolution.
Clicking on Resolve will open the Propose new knowledge dialog box, with a draft of the proposal.
We can also revise the content with the instructions, here max 5 revisions are allowed.
Click on Create Proposal will create the record and show the notification on the form with the link to it.
By default, we can only specify the contact associated with the customer for the case record. If we try specifying a contact record that is not associated with the Customer selected, we will get the below error message.
Invalid Contact – The specified contact doesn’t belong to the account selected as the customer. Specify a contact that belongs to the selected account, and then try again.
Also, CRM will filter the lookup to show only the associated contact record
However, if we do not want this validation, we can remove it using the environment variable.
Search for Customer Entities Relationship For Incidents / msdyn_IncidentShouldValidatePrimaryContact
Set the new value as 0.
Now we will be able to save the record using an unassociated contact.
With the Associated Grid Control we can configure and show up four subgrids in the form, making it a more intuitive and cleaner form layout, with ease of navigation.
Below we are adding the Associated Grid Control component to the Contact’s form.
Here we have specified the Subgrid Tables and Views to begin with.
For the 1st subgrid specified we can set the specific options from the properties pane. Here let us try checking the Show related rows properties for the cases subgrid.
On doing so, we get the below message.
It basically reset the 1st subgrid’s table to Accounts from Case, the rest of the configuration remains unchanged.
Let us change it back to Cases and select the appropriate view.
Let us save and publish the change.
Now in the Contact form we can see the grid control with 4 different subgrids as configured.
The Active Cases shows the associated cases.
However, that is not the case with other subgrids as they show all the records.
To filter it to show the associated records we need to specify the relationship name while configuring the component.
Let us edit the component.
Below we specified the relationship name for the subgrid 2 i.e Accounts.
As expected, this time we can see Active Accounts filtered to show only those account records where the contact is associated as the primary contact.
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