By default, if the calendar view is starting on Sunday for the week as shown below, we can update the system settings, to start it on Monday or any other day
From Administration >> System Settings > > Formats >> Customize (Current Format)
Specify the First Day of Week
On update, we can see the view updated to show the week starting from Monday.
Hope it helps..
To set up the Omnichannel –
To setup Facebook Channel,
Login to https://developers.facebook.com/, create a new account or use an existing developer account
Create a new Facebook App
Select the app type as Business
Provide an appropriate name and create the app.
Select Messenger as the Product for the app.
Next either add an existing page or create a new one and then add the newly created page in the Messenger >> Settings
Here we created a new page and have added that page.
We can also Generate token for the page, which we will use while configuring Facebook Channel in Dynamics 365.
Click on Generate token and copy the token. Also, save the Page Id below the name of the page.
We will also need App ID and App Secret, which we can get from – Settings >> Basic
Next, we add a few test accounts to the app for testing/using the app. (we are not making the app publicly available or live, which would require and approval process)
Navigate to App Roles >> Roles >> Testers (Add Testers)
Back in Customer Service Admin Center, navigate to Customer Support >> Channels >> Messaging Accounts (Manage)
Add a New Account
Click Next and provide the App ID and Application Secret
Add Facebook Page to the account
Provide the Page name, Page ID, and the Page access token.
With the page successfully added, click on Next
Copy the Callback URL and the Token.
Paste this information in the Messenger product added.
Click on Add Callback URL.
Click on Verify and save
This adds the Webhooks details, click on Add Subscriptions for the Page added.
Select messages
We can see the account added.
Open the record, and navigate to the Facebook Pages tab, there we can see the Provisioning state as Running.
Next, we will create a Channel for this Facebook Account.
Navigate to Customer Support >> Channels >> Messaging (Manage) >> Add Channel
Select Channel as Facebook.
Add an existing workstream or create a new workstream.
Next, select the Facebook Page configured in the previous steps.
Language as English.
We can specify custom automated messages and Post Conversation survey settings here.
Specify the File attachments setting and message tag.
Review and if required edit the details and finally click on Create channel to create the Facebook channel
Next open the workstream created, to specify routing rules, work distribution, bot, etc. to route the customers to the queues/agents.
Here we can create a Route to Queue ruleset to route the messages on the Facebook page to a specific Queue.
Create the ruleset record.
Next, Create a rule. We can define the conditions here (right now we are keeping it blank) and routing to the Default messaging Queue (we can create a specific queue and add only the required users).
Make sure you have added users to the Queue and assigned Omnichannel Agent security roles.
We can update the default Work distribution properties.
Now sending the message from the Facebook Messenger, will pop up the notification for the agent logged into Customer Service Workspace.
Accept the notification to start the conversation.
Refer to the below articles-
Hope it helps..
To configure the WhatsApp channel, we need to set up the account in the Customer Service Admin Center.
Navigate to Customer Support >> Channels >> Messaging Accounts (Manage)
Select the New Account option there
Select WhatsApp as the channel
Next, we need Account SID and Authentication token.
To get this information we need to create a Twilio Account.
https://www.twilio.com/try-twilio
Navigate to the console and copy the Account ID and Authentication token
https://www.twilio.com/console
Enter Account SID and Authentication token click on Next
Next, we need to add the WhatsApp Name and Phone number
Navigate to Messaging >> Try it out >> Send a WhatsApp message to activate the WhatsApp Sandbox.
Follow the steps there to configure the Sandbox account. (scan the QR code send the Message, and test the Business and User-Initiated message/conversation).
Click on Sandbox setting tab to get more information
Copy the number.
Add the number and click on Next
Copy the URL
Paste that URL in the When a message comes in and save.
We can see our WhatsApp account created, open the record.
We can see our number being shown as Active
With the account active time to now it is time to set up the channel/workstream / queue.
Navigate to Customer Support >> Channels >> Messaging (Manage)
Click on Add Channel and add the details
Enter channel details
We are creating a new workstream
Add the WhatsApp number added
Select the language
Specify the Behaviour (automated messages and approved templates)
Specify the user features (attachments)
Review and Finish and Create the channel.
Open the workstream and specify routing rule/fallback queue/work distribution/associate bots etc details
We will create a ruleset to route the message to the queue
We have the below route-to-queue rule created to route to the default queue which has all the omnichannel agents added to it. (In an actual scenario, we would add the conditions and create a specific Advanced Queue).
We are leaving the rest of the settings/configuration as default.
Now is the time to test.
Let us log in to the Customer Service Workspace as an agent and from the registered sandbox participant number added send a message.
We are done with our configuration.
Get all the details
Hope it helps..
For this example, we are taking the Company Name customer lookup column of the contact table.
We start by adding the Customer Name field to the form.
That adds a card to the form, let us add the required controls to get it working
Radio Button, Combo box, and Text Label for the combo box.
Change the Items property of the radio button to show the contact and account option.
Also, change the Layout to Horizontal and Default as Contact.
And set the Items property of the Combo box as below –
Based on the value selected in the radio button, we are setting the Data Source and also applying the Sort and Distinct function to it, along with StartsWith for delegation.
We have also set Allow searching as On for the combo box.
For the Contact option selected –
For the Account option selected –
Also, we can set the OnChange property of the radio button to Reset(comboControl) to clear the selection when the user switches between Contact and Account options.
Now to have this value saved back we can specify the Update property of the custom data card in which we have placed these controls.
References –
https://www.youtube.com/watch?v=y-VvNDwy_Jw&t=1191s
https://debajmecrm.com/configure-customer-lookup-to-show-either-contacts-or-accounts-in-canvas-apps/
Hope it helps..
Recently we faced an issue wherein the custom page was not loading any data, however, it was working for users with the System Administrator role.
The gallery control shows the Product details.
There were no errors in the Developer Tools, we tried by giving all Organization level rights to the users on the tables involved etc. but that didn’t help.
Eventually, it all came down to this particular line in the formula used for the Items property of the Gallery Control i.e. Asset Status field (custom field).
We had a field security profile created which had Read set as No and the users were part of that security profile, which explained why it was only working for System Admin users.
Changing the Read access to Yes for that column fixed the issue for us.
Hope it helps..
Enhance Case Experience is currently available only for the Customer Service Workspace app which targets to increase the productivity of the agent.
To enable it, navigate to Customer Service Admin Center >> Customer Support >> Case Settings >> Enhanced case experience (Manage)
Enable the options – Here we have enabled the Full case form experience.
The new case form will show up while creating a new record from an existing case or the case grid.
Clicking on Configure opens the form in the Maker Portal.
The new Full Case form has the following new components added to it –
Grid Control – Case Associations (showing associated knowledge articles, similar cases, merged cases, and child cases)
More on Attachment control:https://nishantrana.me/2023/05/08/new-attachment-control-dynamics-365/
Due Activities Control – shows activities due today or overdue
More on Due Open Activities Control - https://nishantrana.me/2023/05/09/due-open-activities-control-dynamics-365/
It shows the activities overdue
More on Notes control - https://nishantrana.me/2023/05/10/notes-control-dynamics-365/
Get more details on Enhanced Case Form
Hope it helps..
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