Provision – Omnichannel for Dynamics 365 Customer Service

For one of our projects we are exploring capabilities of Omnichannel.

Below are the steps for provisioning the Omnichannel for Dynamics 365 Customer Service for quick reference.

First, we need to make sure we have the Customer Service Hub already installed.

https://trials.dynamics.com/

Next, we need to have an active subscription of Chat for Dynamics 365 Customer Service or Dynamics 365 Digital Messaging

The other options

https://docs.microsoft.com/en-us/dynamics365/omnichannel/try-channels

Navigate to Microsoft 365 Admin Center

https://admin.microsoft.com/

Select Purchase services
à
Add-ons

Select Dynamics 365 Customer Service Digital Messaging Add-on trial.

And also assign the add-on license to the users who need to work with Omnichannel Service.

Login to Data access consent URL using the Global Tenant Admin account and give the consent.

We’d be presented with the below message.

Login to Dynamics 365 Administration Center and navigate to Applications Tab and click on manage for Omnichannel for Customer Service.

https://admin.powerplatform.microsoft.com/environments

This opens the Manage environment page for Omnichannel.

Click on Add Environment to add the environment.

Here we can select the environment to which we want omnichannel solutions to be configured.

Click on next and we can then add chat as one of the channels.

Click on Next to similarly setup SMS, Social, and Microsoft Teams as the channels.

Click on Finish to start the installation.

It will show the status as Installed after some time. (took around 1 and half hour in our case)

To manage the channels or delete the omnichannel we can use the same Manage option for Omnichannel for Customer Service in the Applications tab within Dynamics 365 Admin Center.

We can use the Delete button to remove the Omnichannel configuration à

We’d also see the Omnichannel Administration and Omnichannel for Customer Service apps in the list of Dynamics 365 Apps.

Get all the details here

https://docs.microsoft.com/en-us/dynamics365/omnichannel/administrator/omnichannel-provision-license

Hope it helps..

Few points to consider -Status Reason transitions in Dynamics 365

We can specify Status Reason Transitions for Case as well as custom entities. Using the status reason dialog box, we can define (filter) which values are available to be set as next status reason.

Let us take a scenario where we have the following values defined for Status Reason for Active State in a custom entity named Test Entity.

Just to keep it simple we have a just on transition defined i.e. from A1 we can only select A2.

So now when a user creates the Test entity record with A1, the only other option user can select is A2.

Now let us try updating it through backend and set value as A3 for the same record with value A1 as status reason. (Here we have used SQL 4 CDS plugin)

Well, it updates the record with value A3 and doesn’t throw any error.

This would make us think that it only works from the client side and will not work from the server side.

Let us now create a workflow to update the value to A3.

Let us update the subject of the record to trigger the workflow for the below record.


Interestingly we get the error and are not able to set it to A3 as expected.

That was with the real-time workflow, for the asynchronous workflow also we get the error.

Let us give it one more try and update it through service.

Through the service call, we can update it.

So basically, the State transition rules will work as expected from user interface and workflows, however, through service we are still able to override it, which we need to be aware of before using this feature.

Hope it helps..

Differences between Subject and Category Entity in Dynamics 365

Subject entity \ feature has always been an integral part of Dynamics CRM at least since 3.0.

It gives a nice hierarchical way of organising and maintaining information.

To create or update Subject, navigate to Service Management area.

Similar to Subject entity, Category entity was introduced in CRM 2016 Update 1 (Service Pack 1 – On-Premise).

Navigate to Service Management area, to work with Category entity.

  • Can we customize Subject or Category Entity?

We cannot customize Subject. It is available for Case, KB Articles, Product Catalog items and Sales Literature.

We can customize Category Entity.

We can create forms, add fields, views, business rules, dashboards etc.

Can create 1 – N relationship from Category to other entities.

We cannot create N- 1 or N-N relationship.

It has N-N relationship with Knowledge Article entity

  • Is category User Owned or Organization Owned entity?

User Owned

  • How are they rendered inside form?

Subject are rendered as tree structure


Category are rendered as lookup

We can also specify Auto-numbering for Categories

  • What happens if a delete a Subject or category?

Deleting the subject will not delete its child record.

Deleting the category will delete its child record.

  • Can we run advanced find on Subject and Categories?

We can do it on Categories, not on Subject.

  • How does Subject render when used in advanced find filter condition? Tree view?

It renders like a lookup


Few considerations while migrating  Subject records

https://crmchap.co.uk/importing-exporting-subject-records-between-dynamics-365-customer-engagement-environments/

Hope it helps..

Check Dynamics 365 App and Power Platform features availability at different geography

Recently we had to find out what all Dynamics 365 Apps and Power Platform features are available in our UAE region.

To get these details navigate to

https://dynamics.microsoft.com/en-cy/geographic-availability/

and open the report

Below are the different Products and Geography available.

Below is the report filtered for UAE for Power Platform.

For Dynamics 365 App

Hope it helps..

Different ways of getting record count (total) in Dynamics 365

Let us take a scenario, where a data migration package is running, and it either creates or updates (or deletes) a large number of records into Dynamics 365, and we want to get the count of records created/updated/deleted in the last x hour or so.

With views, we are limited to just 5000 records.

One option is to write the console app having the required QueryExpression or FetchXML condition using the Dynamics 365 SDK to get the count.

We can also make use of SSRS reports here.

Create a report using the report wizard, specify the criteria

In the LayOut fields window, specify Count as the summary type for grouping.

Run the report to get the count.

Another option that we have used the most is to use the FetchXML
Builder
plugin to build the query, copy it.

And use it in the FetchXML / View Record Counter plugin of XrmToolBox.

Select the entity, contact, in this case, paste the FetchXML query and click Execute Count.

We will get the count.

Along with FetchXML / View Record Counter we can also use
SQL 4 CDS plugin.

Within the FetchXML builder click on Edit in SQL 4 CDS button.

The result

And now with CDS T-SQL endpoint (preview), we can use SQL Server Management Studio as well to directly write the T-SQL instead of fetch xml

https://nishantrana.me/2020/05/21/setting-up-using-sql-to-query-data-in-dynamics-365-preview/

We can also use the CDS T-SQL endpoint within the SQL 4 CDS Plugin.

https://markcarrington.dev/2020/05/24/sql-4-cds-2-1-0-the-t-sql-edition/

What if we want total record count for an Entity?

Apart from all the methods above,

  • we can use Record Counter XrmToolBox Plugin for that

https://www.xrmtoolbox.com/plugins/AndyPopkin.RecordCounter/

  • or use RetrieveTotalRecordCountRequest

https://dreamingincrm.com/2019/07/22/getting-entity-record-counts/

  • or use Count aggregrate function

https://docs.microsoft.com/en-us/previous-versions/dynamicscrm-2016/developers-guide/gg309565(v=crm.8)?redirectedfrom=MSDN#count

however, it will fail in case of more than 50000 records


‘AggregateQueryRecordLimit exceeded. Cannot perform this operation.’

To increase the limit (on-premise)- https://nishantrana.me/2012/09/06/aggregatequeryrecordlimit-exceeded-cannot-perform-this-operation/

  • Will returntotalrecordcount property of FetchXML help ?


It will be helpful if total records are less than 5000.


Hope it helps..

Using Data Spawner component (SSIS) to generate sample data in Dynamics 365

At times we need to generate sample data for our entities in Dynamics 365 for various reasons, performance testing is one of them.

Data Spawner component which is part of KingswaySoft’s
SSIS Productivity Pack provides us the most efficient way of doing so.

Download the component here –

https://www.kingswaysoft.com/solutions/ssis-data-generation-anonymization-components/data-spawner-component

Let us generate the sample data for Contact Entity.

Add the Data Spawner component to the Data Flow along with the CDS Destination component in the integration service project.

Double click the Data Spawner to open the editor.

Click on Add + button to specify the columns, here we have specified four different columns.

We have kept the name for each of the columns, same as the schema name so that it is easy to map them in CDS Destination.

For the First Name column, we have specified Data Type as nvarchar and Spawn Type as the First Name, which will generate the string similar to first name value.

In Gender property for the First Name column, we can specify either to generate Male or Female first name.

Random will generate both Male and Female first name.

For the email address field, we have selected Spawn Type as email (personal), the other option is email (business).

For our option set field preferred contact method, we have selected data type as an integer and Spawn Type as Custom, which will allow us to specify the list of available values, which is 1 to 5 in our case.

We have specified the total number of records to be generated as 100000.

Lastly, we have set the output of Data Spawner to the CDS Destination component. (use the Map Unmapped fields to auto map the fields as we have set the column name same as the schema name of the attributes)

Execute the package

We can see our sample contact records start getting created.

Read more about Data
Spawner

https://www.kingswaysoft.com/products/ssis-productivity-pack/help-manual/data-generation-and-anonymization/data-spawner

Here are few other articles on SSIS (KingswaySoft)

https://nishantrana.me/2018/11/26/ssis-and-microsoft-dynamics-365/

Hope it helps..

Get User’s last logon time in Dynamics 365

We can get the different metrics about the usage of the platform like active user usage, the operation performed, the entity used, plugins and API statics, etc. through Command Data Service Analytics (formerly Organization Insights).

https://admin.powerplatform.microsoft.com/analytics/d365ce

These reports can also be downloaded.

Some of these details can also be captured by enabling Audit user access.

And navigating to Audit Summary View

This view can be filtered to show only the User Access via Web event to get the last logon details for the users.

We can use below FetchXML query to get the same details

<fetch mapping=’logical’ aggregate=’true’ version=’1.0′ >
<entity name=’audit’ >
<attribute name=’createdon’ alias=’LastLoginDate’ aggregate=’max’ />
<filter>
<condition attribute=’operation’ operator=’eq’ value=’4′ />
</filter>
<link-entity name=’systemuser’ from=’systemuserid’ to=’objectid’ alias=’su’ link-type=’inner’ >
<attribute name=’fullname’ alias=’fn’ groupby=’true’ />
<attribute name=’domainname’ alias=’dn’ groupby=’true’ />
<attribute name=’userlicensetype’ alias=’ult’ groupby=’true’ />
<attribute name=’accessmode’ alias=’am’ groupby=’true’ />
<attribute name=’isdisabled’ alias=’id’ groupby=’true’ />
</link-entity>
</entity>
</fetch>

We can also run the following SQL Query (in case of on-premise) to get the details


SELECT su.fullname,
su.domainname,
su.userlicensetype,
su.accessmode,
su.isdisabled,
max(a.createdon) AS LastLoginDate
FROM audit AS a
INNER JOIN
systemuser AS su
ON su.systemuserid = a.objectid
WHERE a.operation = 4
GROUP BY su.fullname, su.domainname, su.userlicensetype, su.accessmode, su.isdisabled;

Now there could be some users who have never accessed the application, to get details of those user we can use the below query


SELECT su.fullname,
su.domainname,
su.userlicensetype,
su.accessmode
FROM systemuser AS su
WHERE su.systemuserid IN (SELECT systemuserid
FROM systemuser
EXCEPT
SELECT DISTINCT objectid
FROM audit
WHERE operation = 4);

We can also use the wonderful User Audit Viewer XrmToolBox Plugin for getting the user audit details.

Can we use the new SQL Data Connection for CDS (preview) to query Audit information ?

We cannot as the Audit Table is not available

Audit

Hope it helps..

Setting up – Using SQL to query data in Dynamics 365 (Preview)

Recently we were trying out the preview feature of using SQL to query CDS data.

Below are the steps à

To get started,

Download or open SQL Server Management Studio (18.4 or later)

Use Azure Active Directory authentication to connect.

Specify the organization address URL followed by port 5558 in the server name.

If you get the error “TDS protocol endpoint is disabled for this organization”, follow the below steps to enable the TDS i.e. Tabular Data Stream.

Enable the TDS endpoint (preview)

https://docs.microsoft.com/en-us/power-platform/admin/settings-features

enableTDS

 

enableTDS

or

Download the OrgDBOrgSettingsTool i.e. CRM2016-Tools-KB4046795-ENU-amd64

https://www.microsoft.com/en-us/download/details.aspx?id=56131

Make the following changes in the configuration file of the tool

Highlighted in green

Run the below command (& enter the password for the admin account specified)

Microsoft.Crm.SE.OrgDBOrgSettingsTool Update /u <org-unique-name> EnableTDSEndpoint true

Get the organization unique name from Customization à Developer Resources

After making the above changes, we were able to connect successfully.

This is a definitely one of the most pleasing additions to the product !

Also check out the wonderful XrmToolBox plugin SQL 4 CDS

and

Skyvia Query 

for running SQL query against Dynamics 365.

Hope it helps..

Data Migration in Dynamics 365 – Key considerations

I was recently watching the FastTrack TechTalks on Data Migration.

https://community.dynamics.com/365/b/techtalks/posts/data-migration-january-16-2018

Below are some of the key points from the session à

Customer 360 View is more often than not, the starting point of the data migration discussions. Storing all the data in Dynamics 365 might not be a good idea as it could impact the performance and more importantly, the storage has a cost associated with it.

Learn more about the storage in Power Platform here

https://docs.microsoft.com/en-us/power-platform/admin/whats-new-storage

Important Considerations as part of the Data Migration Strategy

Data Source

  • What is the source of the migration? Is it a single system or multiple systems from which the data needs to be consolidated.
  • The appropriate connectors or technology needed to fetch or extract the data from the source system(s). (SQL, File-based, Web Service, etc.)
  • Need for a staging database for transformation and cleansing of data before migrating it to Dynamics 365.
  • Having a well-defined Dynamics 365 data dictionary and model.

Data Cleansing

  • Removal of the old data.
  • De-duplicate of the data.
  • Checking for null, missing required fields and references.
  • Identify and define the uniqueness of the record.
  • Need for defining Alternate keys

Data Transformation (mapping with Dynamics 365 entities and fields)

  • Transform the data to adapt to the target Dynamics 365 Data model.
  • Format and Range of the fields.
  • Calculate or combination of different fields.
  • Filtering and Enriching of the fields

Mapping OptionSet in KingswaySoft SSIS Integration Toolkit for Dynamics 365

Mapping OptionSet in Scribe Online

Lookup and Cache Transformation component in KingswaySoft SSIS Integration Toolkitfor Dynamics 365

Data Loading

  • Is it one-time migration (plus delta load daily) or n times migration
  • Based on the time it takes, the batch can run over the weekend or after office hours daily.
  • Order of data load – Master \ Configuration Data à Parent records àChild records.
  • Use Create or Update whenever possible instead of Upsert.
  • For Inactive records, first, we need to create those records as active, associate any child records to it if any, before updating the status of the record.
  • Use multithreading and execute multiple requests.
  • Figure out the optimum batch size and thread.

Optimum batch size

For Upsert in KingswaySoft SSIS Integration Toolkit for Dynamics 365

For Delete in KingswaySoft SSIS Integration Toolkit for Dynamics 365

Volume

How many records are to be migrated and how much time will it take.

Storage / Scalability

Do we need all the data to be stored in Dynamics 365, or for Customer 365, can we leverage Power BI reports which could pull data from different data sources?

Do we need all the data for all the entities or last x months?

Compliance and regulations

We need to consider what information is allowed to be stored/accessed by the users in Dynamics 365.

Other key points

  • Use WebAPI for migration.
  • Use Execute Multiple for batch operations.
  • Leverage Application User that provides Server to Server authentication.
  • To update CreatedOn field use OverriddenCreatedOn field.
  • Use Create OnBehalfOf / CallerID for Created By field.
  • Map ModifiedBy and ModifiedOn to custom fields for the historical purpose.
  • Check for the sequence of the auto-number fields in the entities.
  • If possible for improved performance – during migration disable duplicate detection, workflows, plugins, audit, activity feeds, etc.
  • Leverage the same location/region for running the package as the Dynamics 365.
  • For faster date-time conversions set regional settings to UTC for the service account being used.

Check out the below articles

https://kunaltripathy.com/2019/06/04/dynamics-365-data-migration-demystified-part-i/

Hope it helps..

Book summary: PowerApps Portals Authentication

I recently read the kindle version of the book PowerApps Portal Authentication by Debajit Dutta and Chandana Kommuri.

The book covers in detail the different authentication methods available for the PowerApps Portals and also provides detailed instructions to set them up.

The different topics included in the book are

  • Local authentication – Self Registrations and Invitations.
  • External Authentication – with Google, Facebook, LinkedIn, Azure Active Directory (B2C and B2B)

This is the first and the only book in the market on PowerApps Portals, and I think it would be very helpful for the Dynamics 365 professionals, as authentication is the basic and most important piece of information needed while configuring PowerApps Portals for the customers.

What I like about the books in general is it gives us all the required information at the same place, instead of being scattered all around out there in the web, and also that information coming from the expert(s) who have been working on it (because of which you’d be buying the book in the first place) adds to its credibility. The book not only covers all the required details (how and why) for setting up the authentication but also presents it simply and concisely. The chapters start with how to register the portals with the external authentication provider, the authentication mechanism available, settings required in portals, etc. There is a specific pattern or consistency about the way chapters are written in the book, which will make it very easy to be referenced when required. Being around 150 pages, the book was also a quick read.

Grab your copy at the link below !

https://www.amazon.in/PowerApps-Portal-Authentication-Debajit-Dutta-ebook/dp/B085X2HL4W