Routing Rule, Site, Queue Item enhancements added in Unified Client in Dynamics 365 Customer Service – 2020 Release Wave 1

With 2020 Release Wave 1 we have few features that were existing in the either in Legacy Web Client or in other entities added in Unified Client Interface which includes

  • Case Routing Rules

This option is now added in Service Management à Case Settings now.

Also, it brings the enhanced experience that uses the new UCI interface.

Earlier to create we had to navigate to Advanced Settings  – Service Management – Routing Route Sets to define them

RoutingRule

  • Site Entity support

Earlier to create site records, we need to go to Settings à Business Management

If we try creating the Site record from Advanced Find in 2019 Release wave 2 Plan, we’d encounter below error

However, with the 2020 Release 1 Wave plan, we can now create the Site records through advanced find without the need to going to settings.

  • Record set navigation” is added to the Queue Items for the agents to easily navigate between records.

Previously the user had to open the record from the Queue to see the details close it and then open another record to check the details.

Missing record set navigation option earlier

Check other blog posts on

Release 2020 Wave 1: https://nishantrana.me/2020-release-wave-1/

Release 2019 Wave 2: https://nishantrana.me/2019/12/31/dynamics-365-2019-release-wave-2-blog-posts/

Hope it helps..

Automatic Record Creation and Update rules enhancements in Dynamics 365 Customer Service – 2020 Release wave 1

2020 Release Wave 1 adds the new enhanced experience which includes easy to use interface and Power Automate in the Unified Client Interface for automatic record creation and update rules.

The option of creating the rules is added in Service Management à Case Settings Section

The old interface for creating the rule à

The new interface à It includes two tabs (basic and advanced) and also displays the rule creation as step by step process.

The Specify Conditions for Record Creation and Specify Auto Response settings section moves to the Advanced Tab.

The old interface for creating the associated Rule Item record is now replaced with

the new interface which opens the record as a modal dialog, along with the new conditional builder and option to specify Power Automate for the Action.

Clicking on Save and open Power Automate takes us to the Flow

Suppose we have the following rule created on the Task entity.

And condition added that creates Contact.

The power automate will have the following steps defined à

These were a couple of updates with regards to the automatic case creation and update rule.

Check other blog posts on

Release 2020 Wave 1: https://nishantrana.me/2020-release-wave-1/

Release 2019 Wave 2: https://nishantrana.me/2019/12/31/dynamics-365-2019-release-wave-2-blog-posts/

Hope it helps..

Rich notes and filter enhancements in Dynamics 365 Timeline Control– 2020 Release Wave 1

Below are some of the enhancements added to timeline controls as part of the 2020 Release Wave 1.

  • Ability to create rich text notes

  • Filter the records using Search

  • Check the status of the activities within the timeline.

  • Additional option to filter the records by  “Posts by

Below is the screen shot of the Timeline control in the previous version 2019 Release Wave 2, without rich text capability in notes, no search option, no status indicator and no “Posts By” filter version

Check other blog posts on

Release 2020 Wave 1: https://nishantrana.me/2020-release-wave-1/

Release 2019 Wave 2: https://nishantrana.me/2019/12/31/dynamics-365-2019-release-wave-2-blog-posts/

Hope it helps..

Enhanced email experience for agents in Dynamics 365 Customer Service – 2020 Release Wave 1

To enable the new email capabilities in Dynamics 365 Customer Service,

Navigate to Settings
àAdministration à System Settings à Email Tab and check the Enhanced email for Timeline option

We can also enable it from within the Sales Hub app,

App Settings à Overview

The new features include à

  • Composing Email in a pop-up and non-blocking window within the context of the current record.

  • Working on multiple active draft email concurrently

  • Maximum – 3 active email windows are allowed

  • Ability to move across different records while still drafting the email.

Here we have navigated to My Active Cases view with the draft email still available in the bottom to work on.

  • Rich edit experience which includes Drag and Drop / Copy and Paste of the images

These features are all geared toward making the agent more productive and efficient.

Check other blog posts on

Release 2020 Wave 1: https://nishantrana.me/2020-release-wave-1/

Release 2019 Wave 2: https://nishantrana.me/2019/12/31/dynamics-365-2019-release-wave-2-blog-posts/

Hope it helps..

Power Apps – Minimum privileges to run app

Rajeev Pentyala - Dynamics 365 Blog

To configure a security role with minimum privileges to run an app, a pre-packaged unmanaged solution is available in Microsoft download center and can be downloaded from here 

The solution contains a security role by name ‘min prv apps use‘.

MinPrivRole

Use ‘min prv apps use‘ security role as a reference and copy to a new role and configure additional privileges as per your business needs.

🙂

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Customize Case Resolution Dialog Box – 2020 Release Wave 1

With the 2020 release wave 1, we can now customize the case resolution dialog box

In fact, we can select between the standard dialog, customized dialog box or quick create dialog experience for the users.


The default out of the box Resolve Case Dialog Box ->


Let us select the style as Customizable Dialog.


Now to add or remove fields to the dialog box, we need to customize the Main form of Case Resolution entity.


We can change the ordering of the fields, add or remove the existing fields on that entity. (We cannot create and add new fields to the form).


Updated Resolve Case Dialog Box.


Now let us specify Quick Create Dialog as the default style.

It opens the Quick Create form for us


Let us customize the Quick Create form


After saving and publishing the changes


We can see the changes reflected.


We can also specify business rules now




This allows us to capture additional information which could help us in reporting and analysis, and also it was one of the most requested features in the product for long.

Check other blog posts on

Release 2020 Wave 1: https://nishantrana.me/2020-release-wave-1/

Release 2019 Wave 2: https://nishantrana.me/2019/12/31/dynamics-365-2019-release-wave-2-blog-posts/

Hope it helps..

Enhancements in Knowledge capabilities in Dynamics 365 Customer Service – 2020 Release Wave 1

With 2020 Release Wave 1 we have few enhancements added to the knowledge management aspect.

We can see Link, Opening the record in new window, Send Email options being to the title of the results.

  • Link the article to the record

  • Open the article in the new window – This is the new option added.

  • Link and send the article via email

In the previous version, we had Link\Unlink, Email and Send URL option.

These options have been now moved to the top right along with title which allows for more articles to be visible than the previous version in the results.

  • Knowledge Search can now be performed outside of the context of the case record, for this Knowledge Search option is added to the navigation in the Customer service hub.

In the previous version à

In current 2020 Release wave 1 à

The above enhancements would help in improving the productivity of the users.

Check other blog posts on

Release 2020 Wave 1: https://nishantrana.me/2020-release-wave-1/

Release 2019 Wave 2: https://nishantrana.me/2019/12/31/dynamics-365-2019-release-wave-2-blog-posts/

Hope it helps..

Kanban View for Activities in Dynamics 365 Sales – 2020 Release Wave 1 Plan

Similar to the Opportunity entity, we can add a Kanban view to Activities.

https://nishantrana.me/2020/02/14/kanban-view-for-opportunity-in-dynamics-365-sales-2020-release-wave-1-plan/

Open the Activity entity for Customization and add the Kanban control and publish the changes.

*similar to Kanban, we can configure Calendar control for Activity.

After publishing the changes we will have both Kanban view and Calendar Control view available for use to selectà

Kanban view shows the activity records based on the different status.

Clicking on Title opens the record in the new window

Fields are editable

The view can be filtered based on Due date and Activity Type

We can use Search to filter the result in view

Each lane shows the total records in that particular lane

Supports drag and drop

Moving the record to the Completed lane

Opens the Close Task dialog

Within the Close Task Dialog box, we have the option to specify Completed or Cancel for the task.

Here we selected Canceled, which moves the record to Canceled lane.

The Closed / Completed activity cannot be dragged to Open lane and reopened for out of the box entities except Campaign Response.

Below we are moving Campaign Response activity record from Completed to Open lane.

The custom activity can be moved between the lanes without any such restriction. i.e. It can move from Cancelled to Completed or Completed to Cancelled, or From Completed and canceled to Open, etc.

With upcoming releases, we would see the option of adding Kanban view to other entities. (Right now, we can add the Kanban View to other entities but it renders as blank except Activity and Opportunity).

Check other blog posts on

Release 2020 Wave 1:https://nishantrana.me/2020-release-wave-1/

Release 2019 Wave 2: https://nishantrana.me/2019/12/31/dynamics-365-2019-release-wave-2-blog-posts/

Hope it helps..

.NET Core CDS SDK Alpha Availability

Must read

Colin Vermander

At long last a version of the CDS SDK is available with .NET Core 3.0 and 3.1 as target frameworks! This release marks a lot of significant change as well with the SDK to align with how CDS and Dynamics are marketed and sold. Gone are the days of XRM and CRM, welcome to the SDK aligning now with Power Platform and CDS.

The Warnings

  • This is an ALPHA release
  • Use at your own risk
  • There is no support
  • Namespace/class names may and will change through releases
  • Only OAuth, Certificate, Client Secret authentication types (for .NET Core)
  • Do not use this in production

The Packages

Microsoft.Powerplatform.Cds.Client
Effectively the Xrm Tooling library but instead of CrmServiceClient it is CdsServiceClient in a new namespace. Removes items that are specific to Dynamics 1st party apps, only contains items for “CDS naked”, i.e. no Dynamics 1st party like lead messages, case messages, etc.

Microsoft.Powerplatform.Cds.Client.Dynamics

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Kanban View for Opportunity in Dynamics 365 Sales – 2020 Release Wave 1 Plan

With the 2020 Release Wave 1 Plan, now Kanban View can be added to Opportunity.

To configure it, open the Opportunity entity for Customization, go to Controls tab and Add Kanban control to it and publish the changes.

This adds the Kanban view to the Opportunity’s view.

There are 2 different Kanban views available

  • Based on the BPF Sales stage (stages of the Opportunity sales process BPF)

  • Based on Status (Open, Won, Lost)


Let us look at different actions that we can perform within the Kanban view.

  • Clicking on Title opens the record in new window



  • Fields are editable


  • Use Search to filter the result in the view


  • Each lane shows the total of estimated revenue and total records in the lane


  • Supports drag and drop

Here we are dragging the 4G Enabled Tablets record to Won Status lane.


It opens the close opportunity dialog box.

We can update the values and add a description if needed. Clicking on OK moves the record to the Won status lane.

Similarly dragging the record from Lost and Won to Open Lane, reopens the record.

In the case of the Business Process Flow view, moving the card to another stage lane will open the record itself.

Here moving record titled Audio from qualify to develop lane

Opens the BPF in the record itself.

Currently, the Kanban view is only available for Opportunity Sales Process flow.

Updating the Display Name of the stage, adding/removing a stage all is reflected back in the Kanban View.

The Kanban View for the updated process reflects the changes made

With coming releases, expecting this feature added to other business process flow.

Check other blog posts on

Release 2020 Wave 1: https://nishantrana.me/2020-release-wave-1/

Release 2019 Wave 2: https://nishantrana.me/2019/12/31/dynamics-365-2019-release-wave-2-blog-posts/

Hope it helps..