Status Reason filter (Timeline control), Multiline field (Quick View Form) and Improved accessibility for BPF on mobile app – 2021 Release Wave 1

  • 2021 Release Wave 1 for Dynamics 365 adds a new Status Reason filter for the Timeline control.

Activity status reason filter will show the status reasons of all the activities in the timeline. For the total 5 activities in the timeline, the filter shows the corresponding status reasons of all the activities divided among Free, Draft, Pending Send, Not Started status.

  • Another enhancement is in the way the multi-line text field is rendered within the Quick View Form. Now users do not have to click and scroll on the field to see the full content.

Below is the Quick View Form of Contact within the Account entity.

  • Business Process Flow experience has been updated for the mobile app, making it similar to the web application.

Earlier – 


Now – It includes the name and duration for the Business Process Flow within the Mobile App as shown below.


Check other blog posts on 2021 Release Wave 1 :

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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.

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.

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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.

Get all the details here

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Knowledge Search Control improvements in Dynamics 365 Customer Service Hub – 2021 Release Wave 1

Knowledge Search control can be configured now in the new form designer, thus eliminating the need to switch to the legacy form designer.

Here we have added the Knowledge search control in one of the custom entities.

To enable Knowledge search control for an entity, either check the option Knowledge Management at the time of creating the Entity

Or for the existing entities enable it from Settings > Service Management > Embedded Knowledge Search

Below is the Knowledge Base Search configuration dialog box for the legacy web client against the new form designer


Edit default filter selectionsà

Add refinement rules à

Configure Automatic Filtering or Search refinement rules allows us to define rules to further refine the search results.

To apply refinement rules, we need to first enable the Relevance Search.

Out of the box, we can see the below fields that can be used to define the rules

This can be extended to include any lookup field that exists on both the entity where we are adding the control and the Knowledge Article entity.

E.g. we want to define a filter rule on the subject field, for this to work we first need to add the field to Knowledge Article Quick Find View. And also we need to add the field on the form for users to specify a value for it.

On publishing the changes we can see the Subject lookup field appearing for defining the rule as shown below –

The above rule will further filter the result by matching the subject field defined in the record against the KB articles.

This can be turned off by the user – Auto Filter Results (if specified during configuration)

Also, the lookup field configured will be available for the Turn on automatic suggestions field.

Get all the details here

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Enhanced Personal Settings – 2021 Release Wave 1 in Dynamics 365 Sales

With 2021 Release Wave 1, a dedicated area for personal settings has been added in Dynamics 365 Sales Hub.

Before 2021 Release Wave 1 à

With 2021 Release Wave 1 à We can see a new area Personal Settings added in Sales Hub

The new personal setting area allows users to

  • Manage Insight cards
  • Manage Email Templates
  • Manage Email Signatures

Before 2021 Release Wave 1, the Manage insight cards settings were available inside the Sales Insight settings area

And Email templates and email signatures options were accessible within the Template section of the Admin Settings area. (In Customer Service Hub, these options are available within Customer Service Hub > Service > Templates section)

Both email signature and email template use the new editor

More on modern email template experience –

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Check access to a record in Dynamics 365

Using the Check Box button in the command bar, the user can now check the privileges he has on the record.

It also provides the details on how he has that particular privileges on the record, either through Security Roles assigned directly or through the team user is part of or through the Hierarchy security.

To see it in action, open a record and select Check Access

E.g. the below user has Read, Write, Create, Delete, Append, Append To, Assign, Share rights on the contact record, assigned directly as he has the system administrator role.

The admin user can also use the User lookup to check the access of the other users.

Here the test user 1 has rights to the record through the security roles assigned to him directly and also through the team he is part of.

Get all the details here –

Blog posts on 2021 Release Wave 1 – Dynamics 365

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