Blog posts on 2021 Release Wave 1 – Dynamics 365


Now Maximum of 10 alternate keys can be defined for an entity/table – 2021 Release Wave 1 – Dynamics 365

Previously, a maximum of 5 alternate keys could be defined for an entity. https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/developer/define-alternate-keys-entity#create-alternate-keys With 2021 Release Wave 1, the limit has been increased to 10. https://docs.microsoft.com/en-us/power-platform-release-plan/2021wave1/data-platform/increased-alternate-key-limits While trying to create the 11th key…

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How to – Update resolved and cancelled cases (incident) without reopening/reactivating – 2021 Release Wave 1 – Dynamics 365

To update resolved or cancelled cases we had to reopen the case record, update it and then close it back. https://crmfortress.com/2017/02/10/update-resolved-cases-in-dynamics-365/ http://www.kingswaysoft.com/blog/2017/03/31/Dance-with-CRM-Statuses-In-ETL-Project If we try updating case record through web service / Web API,…

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Dynamics 365 Sales mobile app (preview)

The new Dynamics 365 Sales mobile app (preview), has been introduced specifically for the field sellers who need quick access and intuitive management of the customer information on the go while travelling / meeting…

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Case update after resolution settings in Dynamics 365 Customer Service Hub


With the 2021 Release Wave 1 Update, now we can update resolved and canceled cases through API / Power Automate .

https://nishantrana.me/2021/04/20/update-resolved-and-cancelled-cases-incident-without-reopening-reactivating-2021-release-wave-1-dynamics-365/

To set it, we can navigate to

Customer Service Hub > Service Management > Service Terms > Service Configuration Settings > Case Update after resolution



The different options available are

  • Don’t allow updates
  • Resolved cases
  • Canceled cases
  • Resolved and canceled cases


Blog posts on 2021 Release Wave 1 – Dynamics 365

Hope it helps..

 

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How to – Update resolved and cancelled cases (incident) without reopening/reactivating – 2021 Release Wave 1 – Dynamics 365


To update resolved or cancelled cases we had to reopen the case record, update it and then close it back.

If we try updating case record through web service / Web API, we would get the below error

Since case is resolved and read-only, only these attributes are updatable : “ownerid”, “owneridyominame”, “owneridtype”, “owninguser”, “statecode”, “statuscode”, “modifiedon”, “modifiedby”, “modifiedonbehalfby”, “owningbusinessunit” , “processid”. If you need to edit other fields, please reactivate the case

However now with the recent update, we can now update the case information for closed and cancelled cases.

https://docs.microsoft.com/en-us/dynamics365-release-plan/2021wave1/service/dynamics365-customer-service/configuration-allow-updates-cases-resolved-canceled-status

Case update after resolution settings in Dynamics 365 Customer Service Hub

Here for the below cancelled case, we will update the title, description, and origin field.

On running the below code, instead of getting an exception

we can see the record updated.

The case form would still be in read only mode for the users.

Blog posts on 2021 Release Wave 1 – Dynamics 365

Hope it helps..

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CRM Record “Email a Link” feature not working


Set Mail / Outlook as the default Email app!

Rajeev Pentyala's avatarRajeev Pentyala – Technical Blog on Power Platform, Azure and AI

Recently few of our CRM users complained OOB “Email a Link” not working.

email-linkReason:

  • Machines default “Email” App was set to “Chrome”

email-settingsFix:

  • Change default “Email” App to “Mail” or “Outlook” client

email-settings-set-to-mail-client

🙂

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A failure occurred in CrmSecurity while configuration Mailbox in Dynamics 365


As we know, before we can use a mailbox it has to be approved by either Office 365 Global Administrator or by an Exchange Administrator.

When Server Side Synchronization was released only the Dynamics 365 System Administrator with the Global Administrator role was able to approve the mailboxes.

Later with the service update, the Dynamics 365 System Administrator having an Exchange admin role could also approve the mailboxes.

This requirement for mailbox approval can also be removed.

Navigate to the Administration > System Settings > Email tab and uncheck the Process emails option there.

For applying this change also, the Dynamics 365 Administrator needs to have either a Global Administrator or Exchange Admin role, else we will get the below error.

A failure occurred in CrmSecurity.

User should be a global administrator or exchange administrator to modify approval setting

We can reach the above setting from Settings > Email Configuration > Email Configuration Settings

We can also enable Verbose Logging, to get more details about the mailbox.

Download mailbox details can be used to download details about the mailbox

The Alerts section of the mailbox lists down any errors, warning, or information specific to that mailbox as shown below.

To monitor Server-Side Synchronization, we can also refer the below dashboards within the application.

Server-Side Synchronization Failures –

Server-Side Synchronization Monitoring –

Or Mailbox Usage Dashboard within Dataverse Analytics inside Power Platform Admin Center

https://docs.microsoft.com/en-us/power-platform/admin/analytics-common-data-service#mailbox-usage

organization-insights-mailbox-usage-section

More on troubleshooting and monitoring Server-side synchronization

Hope it helps..

Search Providers (Preview) in Dynamics 365 Customer Service Hub


The new search provider options in Customer Service Hub allow agents to search for files, documents, or articles outside the current organization.

The option can be found at Service Management > Knowledge Base Management > Search Providers

The 3 different search type supported currently are

  • Cross organization search – allows specifying a different organization within the same tenant.

On performing the search within the Case record we can see the results being populated from the Organization configured in the search provider

  • SharePoint

Enter the SharePoint URL to be searched.

Below is our SharePoint site, to which users have the appropriate rights.

Specify the SharePoint URL

The result –

SharePoint Search Provide only supports filter by Modified date.

  • Microsoft Search Connector

This is for the organizations using Microsoft Search for external data.

https://docs.microsoft.com/en-us/microsoftsearch/connectors-overview

Get all the details here

Blog posts on 2021 Release Wave 1 – Dynamics 365

Hope it helps..

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