App Switcher, Back option and other changes in Dynamics 365 – 2020 Release Wave 2


Below are some of the updates in the product as part of 2020 Release Wave 2.

  • To switch between the Dynamics 365 Apps, we need to click on down arrow icon next to Dynamics 365.

With 2020 Release Wave 2, we can click on the app name i.e. which opens up the pop-up windows listing all the apps.

We can search, create a new app, assign roles, filter etc.

Earlier to access the same we had to navigate to Advanced Settings à Apps

  • Next is the change in the Breadcrumb navigation

Is now seems to be replaced with the back button functionality

  • Also the User Account menu has also been updated earlier,

and now in 2020 Release Wave 2

View account takes user to the My Account page in Office 365

MyAccount

Check other blog posts on Release 2020 Wave 2

Hope it helps..

Queue Item details change in Dynamics 365 – 2020 Release Wave 2


Queue Item details for a Queue Item earlier used to open in a new window.

Thus losing the context

2020 Release Wave 2 provides an immersive experience for the agents, as the queue item details open in the context of the parent window.

Small but nice update for the agents.

Check other blog posts on Release 2020 Wave 2

Refer to below articles to understand more on Queues

MB2-714 (Microsoft Dynamics CRM 2016 Customer Service) : Queue Management

https://www.itaintboring.com/dynamics-crm/working-with-queues-in-dynamics/

https://carldesouza.com/releasing-queue-item-behavior-in-dynamics-365/

Hope it helps..

Email experience now available in Dynamics 365 Mobile App – 2020 Release Wave 2


With 2020 Release Wave 2, users can now finally compose, edit, and send emails from the Dynamics 365 Mobile App.

Check other blog posts on Release 2020 Wave 2

Now mobile users can –

  • Compose and send email from Dynamics 365 Mobile app

Navigate to Activities menu from the home page.

We can see the Email entity added there.

Clicking on it allows us to compose an email from within the app.

We have the full email editor formatting available.

We also have the functionality of inserting template, signature, knowledge article, etc. available.

We can also create email records from within the Timeline section.

Check the other blog posts on Dynamics 365 Mobile App

Hope it helps..

ARC and SLA Migration tool (Preview) in Dynamics 365 – 2020 Release Wave 2


With 2020 Release Wave 1, new experience was added for administrators which uses Power Automate for defining rules, conditions, and actions for SLA and Automatic create and update records rule.

https://nishantrana.me/2020/02/26/automatic-record-creation-and-update-rules-enhancements-in-dynamics-365-customer-service-2020-release-wave-1/

Now 2020 Release Wave 2 provides a tool to migrate the existing rules and SLA from classic app to the Customer Service Hub that uses Power Automate.

Other blog posts on 2020 Release Wave 2

Say e.g. we have below rule created for Task in the classic or legacy experience.

For the rule item, for simplicity, we have kept the condition as a description field containing data.

Now let us open the Customer Service Hub, and navigate to Service Management Area – ARC and SLA Migration tool

There we can see the 1 rule that we had created listed.


Let us click on the Start Migration button to start the migration.

Let us select the category and click on Next.

The next step is pre-migration check

It shows as passed after the check

The Rules and items to migrate give the option to select the rules to migrate.

The next screen gives the option to review the selection before starting the migration.

Clicking on Start migration starts the process.

Below we can see the migration completed.

Once completed, we are presented with the below summary screen

The new rule has the suffix migrated added to its name.

We can open the rule to check its definition. (and activate it)

As expected we have our rule updated to use the Power Automate.


Below is the rule created in legacy experience.

Note: –

Earlier we got the below error message, which was quickly resolved by Microsoft after it was reported to them.

message=’msdyn_migrationtracker’ entity doesn’t contain attribute with Name = ‘correlationid’ and NameMapping = ‘Logical’. MetadataCacheDetails: ProviderType=Dynamic, StandardCache=True, IsLoadedInStagedContext = False, Timestamp=3625460, MinActiveRowVersion=3625460, MetadataInstanceId=37958858

Dynamics 365 2020 release wave 2 –https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave2/

Hope it helps..

Custom Responses in Approvals – Power Automate and Dynamics 365


Let us update our previous flow to use Approval Type – Custom Responses, using which we can define our custom response options (instead of limiting ourselves to Approve and Reject)

Here we have updated the Start and wait for an approval action’s Approval Type from

Approve / Reject – First to respond

to

Custom Responses – Wait for one response.

We have defined below custom responses – Accept, Reject, and Need more details.

We have updated the Condition to check for Need more details

Let us save, check, and run the flow.

The approvers are presented with the custom responses

Here among the users to who the request is assigned, the flow will complete if any of the approvers responds, it will not wait for all the approvers to respond.

Now let us update it to use Custom Responses – Wait for all
responses.

Here the flow will wait for responses from all the approvers before moving to the next action.

Lastly, if we define more than 5 responses,

Outlook and OWA have a limitation of only showing the first five responses in the actionable message as shown below.

Within the Power Automate approval center and Power Automate mobile application we do not have this limitation.

Power Automate approval centre:

Power Automate mobile application:

Hope it helps..

Modern email template experience in Dynamics 365 – 2020 Release Wave 2


With 2020 Release Wave 2, we can now author the email template from within the Customer Service Hub app. (along with the classic Settings – Templates – Email Templates section)

Other blog posts on 2020 Release Wave 2

Navigate to Service Area – Templates

Clicking on New brings the below window, where we can specify Template Name, Permission Level, Category (entity), and Language.

The classic experience – (it had only template type field – which included value Global and entities)

  • The new Email Template editor brings a rich text experience. ( with the option of working with image inline)

The classic experience –

  • The new Email Template also brings the new modern and familiar toolbar.

legacy experience –

  • The new Insert / Edit dynamics text screen

Classic one –

  • We can also add attachments to the email template.

Now if we create a new email and try to apply the above template, we will be presented with the below message, which asks us to save the record first and then inserts the template, if we want the attachments to be part of it.

After saving the record, we can now insert the email template which also adds the attachments.

Dynamics 365 2020 release wave 2 –https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave2/

Hope it helps..

Custom entity support for PDF document generation in Dynamics 365 – 2020 Release Wave 2


With 2020 Release wave 1 we had PDF generation capability added to Lead, Contact, Opportunity, Quote, Order and Invoice entity.

https://nishantrana.me/2020/02/13/save-and-email-pdf-options-added-to-dynamics-365-sales-2020-release-wave-1-plan/

This has been extended to the custom entities with new capabilities added in 2020 Release Wave 2

Other blog posts on 2020 Release Wave 2

In Sales Hub, navigate to App SettingsProductivity Tools – Convert to PDF and select Manage


We can Search / Select the entities to enable it.


Let us enable it for the Contact entity

We can see the “Export to PDF” command added after enabling the Convert to PDF option in the contact entity.

Clicking on it we are presented with below options if we do not have any active document template available for that entity.

Let us enable PDF generation on the Account entity (as it has the document template available out of the box) and try the same.

After enabling it for Account entity, clicking on Export to PDF, gives us option to  preview the PDF document based on the template selected

Download option  will download a copy of the pdf.

The Email option will open the compose email window with the PDF attached.

Save to Dynamics will save it in the timelines as note’s attachment for that record.

This definitely was one of the most requested feature and thanks to Microsoft for adding it in the new release.

Dynamics 365 2020 release wave 2 –https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave2/

Hope it helps..

AI suggestions for similar knowledge articles and cases in Dynamics 365 – 2020 Release Wave 2


The AI suggested knowledge articles and similar cases capabilities have been added in the Customer Service workspace to help the agents in faster resolution of the cases.

Check other posts on Release 2020 Wave 2

Open Customer Service Hub, navigate to Settings in Analytics and Insights section.

Click on Manage to configure the Suggestions.

Below Case Title is the field that is defined for Case summary and Description for the Case details as default.

The other fields that can be specified are

Similarly, we can enable knowledge article suggestions, for which Article title and Article content fields need to be specified.

The other fields that can be specified are

Save the configuration.

The settings can take up to 24 hours for processing the model and to complete the first-time setup.

To view the Smart Assist Pane where we will find all the suggestions –

Open the Customer Service workspace app

https://nishantrana.me/2020/08/13/new-customer-service-workspace-app-preview-in-dynamics-365-2020-release-wave-2/

In the Customer Service Agent Dashboard, use Shift + Mouse action to open the case record.

We can see the Smart assist pane opened to the right of the record.

  • Sample knowledge article components

  • Sample similar cases component

Get all the details below

https://docs.microsoft.com/en-gb/dynamics365/customer-service/csw-view-ai-suggested-cases-knowledge-articles

Hope it helps..

 

 

 

 

Email file attachment enhancements in Dynamics 365 – 2020 Release wave 2


Let us look at the changes that have been introduced in 2020 Release wave 2, with regards to the file attachments in Email.

Enable early access to 2020 release wave 2

Check other posts on Release 2020 Wave 2

Clicking on New Attachment button will,

open Manage Attachment dialog box in 2020 Release wave 1, wherein we need to click on Choose file to open the open file dialog box.

In 2020 Release wave 2, it will open the open file dialog box directly.

For the attached file, we have only the Delete option available in 2020 Release wave 1.

In 2020 Release wave 2, we have Preview, Download along with Delete option.

Clicking on Preview will open the attachment preview dialog box as shown below.

For attachment of type pdf, we get the below message

We do not see the preview option available for word document or text file.

Dynamics 365 2020 release wave 2https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave2/

Hope it helps..

New Customer Service workspace app (Preview) in Dynamics 365 – 2020 Release wave 2


In 2020 Release wave 2, we can see a new Dynamics 365 app introduced for the Customer Service agents – Customer service workspace (preview), allowing multitasking (multi-tab) and multi-session  to work on multiple cases simultaneously more efficiently.

Enable early access to 2020 release wave 2

Check other posts on Release 2020 Wave 2

  • Customer Service workspace App ->

The app allows agents to work in multiple cases at the same time along with associated activities

We can open multiple case, contact, account, activity, dashboard etc. in differents tabs as shown below, which allows for easier reference, without losing the context.

Session

We have new main form ‘Case for Multisession experience’ and quick create form added for the new app for the case entity.

Along with Customer Service agent dashboard.

Similarly, we can also find new multi session form added for Account and Contact entity.

Dynamics 365 2020 release wave 2https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave2/

Hope it helps..

Rich text editor control in Dynamics 365 – 2020 Release Wave 2


2020 Release wave 2 bring the configurable PCF Control, which we can now use for our multiline text input field.

Enable early access to 2020 release wave 2

Check other posts on Release 2020 Wave 2

Below we have added the Rich Text Editor Control for the Description field in the Case Form.

The field properties

The control within the form with all the options.

We didn’t had the rich text editor control in 2020 Release wave 1.

Dynamics 365 2020 release wave 2 –https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave2/

Hope it helps..

Insert knowledge article in email – 2020 Release wave 2


Agents while working on email can now search for Knowledge articles and insert its content in 2020 release wave 2.

Enable early access to 2020 release wave 2

Check other posts on Release 2020 Wave 2

The new Insert Knowledge Article button in the command bar for email.

Agents can now search for the article without losing the context

Agents can preview and insert the article content.

The same experience for email within the timeline control

timeline

This feature was not available in 2020 Release wave 1.

Missing Insert Knowledge Article button there –

Dynamics 365 2020 release wave 2 –https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave2/

Hope it helps..

Timeline control enhancements in Dynamics 365 – 2020 release wave 2


Check all the enhancements that were added in 2020 Release wave 1 in Timeline control https://nishantrana.me/2020/02/25/rich-notes-and-filter-enhancements-in-dynamics-365-timeline-control-2020-release-wave-1/

Below are some of the new features added in 2020 Release wave 2

Enable early access to 2020 release wave 2

Check other posts on Release 2020 Wave 2

  • Expand and collapse records in timeline

All records expanded inside timeline control shows its content and the icons to perform action on them.

In 2020 Release wave 1, the option is not available

  • Enhancements related to Email within timeline control

https://nishantrana.me/2020/08/05/enhanced-email-for-timeline-in-dynamics-365-2020-release-wave-2/

  • Highlight of matching text for the search

Dynamics 365 2020 release wave 2 –https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave2/

Hope it helps..

Enhanced knowledge articles in Dynamics 365 – 2020 release wave 2


With 2020 release wave 1, we had new features added in Knowledge management for increased productivity

https://nishantrana.me/2020/02/19/enhancements-in-knowledge-capabilities-in-dynamics-365-customer-service-2020-release-wave-1/

Opt-in for release 2020 wave 2

https://nishantrana.me/2020/08/05/enable-early-access-2020-release-wave-2-dynamics-365/

Check other posts on Release 2020 Wave 2

Now with release 2020 wave 2, we have a few more changes added to editing and view experience related to Knowledge articles.

  • The authors can create a collapsible section

The same experience for the end-users within the case form à

  • The collapsible section option was not available in 2020 release wave 1

  • Warning message in the Preview tab, if an anchor is used, has been removed now.

With 2020 Release wave 1

  • Icons have been updated within the Knowledge search control.

In 2020 Release wave 1 ->

In 2020 Release wave 2 ->

Dynamics 365 2020 release wave 2 –https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave2/

Hope it helps..

Enhanced email for timeline in Dynamics 365 – 2020 release wave 2


With 2020 release wave 1, we had seen a couple of enhancements in Email experience

https://nishantrana.me/2020/02/24/enhanced-email-experience-for-agents-in-dynamics-365-customer-service-2020-release-wave-1/

now this has been extended to Email within the Timeline section

Enable early access to 2020 release wave 2

Check other posts on Release 2020 Wave 2

Navigate to App Settings in Sales Hub, and click Manage for Enhanced email for timeline

Enable it and save.

Let us now navigate to one of the contact records and try creating a new email from its Timeline control

There we can now compose email in a pop-up and non-blocking window within the context of the record.

We can now work on a maximum of 3 active draft emails at a time.

The same rich edit experience which includes Drag and Drop / Copy and paste of the images is available.

In short, all the email enhancements that were added as part of Release 2020 Wave 1 is now available from within the Timeline control for email, making it a consistent experience for the users.

Hope it helps..

Enable early access 2020 release wave 2 – Dynamics 365


Check other posts on Release 2020 Wave 2

Finally, now we have the opportunity to opt-in for early access to release wave 2, to validate the new features in a non-production environment.

The features will be generally available on October 1, 2020.

Get all the details on the key dates and FAQ here

https://docs.microsoft.com/en-gb/dynamics365/get-started/release-schedule#key-dates-for-the-2020-release-wave-2

To opt-in

  • Log in to the Admin Portal

https://docs.microsoft.com/en-gb/dynamics365/get-started/release-schedule#key-dates-for-the-2020-release-wave-2

  • Select and open the environment to upgrade

  • Click on Manage in the Updates section and click Update Now

  • The upgrade process will start

  • Retry in case if any of the application updates fails using the Retry button, for us Dynamics 365 Core service had failed.
  • After a successful upgrade, the upgraded instance will show the 2020 release wave 2 enabled.

Hope it helps..