How to – Set up Dynamics 365 Customer Insights Trial


To set up the trial of Customer Insights, open the Dynamics 365 Free Trial Page and scroll down to Dynamics 365 Customer Data Platform section

https://dynamics.microsoft.com/en-gb/dynamics-365-free-trial/

Click on Try for free

Sign in with your work account or the Dynamics 365 trial account created and click on Get Started

As a first step, it asks for specifying the region for the communication preferences.

For the trial, let us choose the Audience Insights option.

It opens the Demo environment having the sample data. We can explore and understand the features with the sample data or we can start a trial.

Let us select the option Start trial in the tool bar to connect it to an existing CRM / Dataverse Environment.


Enter the basic information requested. Make sure you have selected the correct region else you might get unable to create an environment error later.

The data storage option comes as disabled.

Specify the Dataverse / CRM environment’s URL. (here I am logged in with System Administrator user who is also the Global Admin)

Finally, review the information and click on Create.

This will configure a 30 day trial against the CRM / Dataverse environment.

Now we are ready to explore it further.

Hope it helps..

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How to – Use AlwaysMoveRecordToOwnerBusinessUnit setting in Dynamics 365 / PowerApps/ Dataverse


The setting – AlwaysMoveRecordToOwnerBusinessUnit allows us to move a user to another business unit without moving all his owned records to that unit.

This makes sure that other users in the new business unit cannot access the user’s records from his previous business unit (unless they have organization-level access / or have a role in that unit / or records are shared)

Also Check –

EnableOwnershipAcrossBusinessUnits setting https://nishantrana.me/2022/01/05/how-to-change-users-business-unit-without-removing-the-security-roles-in-dynamics-365-powerapps-enableownershipacrossbusinessunits-setting/

Modernize Business Units https://nishantrana.me/2022/01/04/modernize-business-units-matrix-data-access-structure-record-ownership-across-business-units-preview-in-dynamics-365-dataverse/

By default this setting is true.

Get the Organization Settings Editor – https://github.com/seanmcne/OrgDbOrgSettings/releases

Let us see the default behavior first, below are the 2 contact records created by User 2 who belongs to BU 1.

Now let us change the Business Unit of User 2 to BU 2.

After changing the BU of the user 2 we have assigned the same security role to the user which he has had in BU 1 that gave him BU level access on the Contact records.

We can see both Owner and Owning Business Unit getting updated as expected.

Now we’d see what will happen if we update the setting AlwaysMoveRecordToOwnerBusinessUnit to False.

But before doing that let us change the business unit of User 2 back to BU 1.

As expected Owning Business Unit is updated back to BU 1

Now let us update the setting to false

This time changing the business unit of User 2 to BU 2 should not update the Owning Business Unit of the contact records owned by User 2 to BU2.

As expected this time the Owning Business Unit remained BU 1.

Based on the true or false value set for AlwaysMoveRecordToOwnerBusinessUnit , we can see the checkbox “Move records to new business unit” either checked or unchecked – but always DISABLED.

If AlwaysMoveRecordToOwnerBusinessUnit is true than – the disabled checkbox is checked – 

cbu

Get more details below –

https://docs.microsoft.com/en-us/powerapps/developer/data-platform/configure-entity-relationship-cascading-behavior#allowed-record-ownership-across-business-unites-is-enabled

Hope it helps..

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Modern link sharing UI, co-presence, online status (preview) in the model-driven app (Dynamics 365)


To enable the Collaboration preview feature, log in to the Power Platform Administration Center, select the Environment >> Settings >> Features >> Collaboration


Currently, the following entities are supported – Case, Contact, Account, and Opportunity.

Enabling this feature adds a new section in the command bar for the records, that allows us to see the other users working on the same record.

Here we can see 2 other users working on the same contact record.

We can select the user’s picture to see their status, send an email, start teams chat, and open the contact card.

Send Email opens the default mail app with To populated.

Teams chat opens the team for a chat.

Open contact card opens the contact’s card.

Share allows emailing the link of the current record and sharing the record.

Email link

Clicking on Manage access opens the share records dialog.

Get all the details here –

https://docs.microsoft.com/en-us/powerapps/user/collaboration

Also check – Collaborate using comments –https://nishantrana.me/2021/12/16/collaborate-using-comments-preview-in-modern-app-designer-power-apps-dynamics-365/

Hope it helps.. 

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Quickly visualize the VIEW data using Power BI quick report (preview) in Dynamics 365 / Power Apps


With a recent update to the platform, now we can use Power BI quick report (preview) on the view page in a model-driven app, to visualize the data.

To enable the feature, open the model-driven app in the modern app designer.

Here we are opening the Customer Service Hub app in the modern app designer.

Click on Settings.

Navigate to Features and enable the Power BI quick report visualization on a table option.

Publish and Play the app.

We can see the Visualize this view option added in the command bar for all the views within the app.

It asks for getting a power bi license if we do not have one.

Click on Get a free license and set up the Power BI Account.

Now Visualize this view option will open the Power BI report.

The visuals will run under the context of the view selected – All Contacts in this case.

The visuals will use some of the fields and add additional fields to the table in the report.

Here we are running it against the My Cases view.

The Power BI quick report –

The report gets updated based on the fields selected in the data pane. Power BI adds or removes charts based on the selected fields as shown below.

We can also further Personalize the visual

Visualize this view doesn’t run on selected records for a view.

The option is also available for the Activities view.

The option also works on a Custom table/entity.

Get all the details here –

https://docs.microsoft.com/en-us/power-bi/create-reports/dynamics-quick-create-report

Hope it helps..

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Understanding Queues in Dynamics 365 Customer Service (refresher)


  • What are Queues?

Queues are containers to store, organize, prioritize and monitor the progress of work items or queue items.

  • Which entity/table can be enabled for the queues?

All customizable entities can be enabled for queues.

Below we are enabling it for the lead entity.

Enabling it for the lead now allows lead records to be added to the queue.

  • By default, which entities are enabled for Queue?      Appointment, Campaignactivity, CampaignResponse, Email, Fax, Incident. Letter, PhoneCall, RecurringAppointmentMaster, ServiceAppointment, SocialActivity, Task
  • How do we create a Queue?

A queue is automatically created for each user and team. They can also be referred to as system queues as they are created by the system.

Below is the Queue created for each of the users.

User Queue –

Team Queue

The Team queue will have the same members as in the team.

Adding and removing the members from the Team will add and remove the members from the Queue also.

However it is not vice versa, that is, adding or removing members from the queue will not remove it from the team.

Here we are removing User 5 from Team’s queue –

On removing the member from the queue, the member is still there in the Team.

Adding user 6 in the Team will add it to the queue’s member.

The above automatically created queue is of type Private.

The private queue for the user is only available to the user and the private team queues are visible to only the team owner and members of that team.

  • What are the different types of queues?

The queue can be either of type private or public.

Public queues are available across the application and are created when you need work to be acted upon across the different users, unlike Private queues whose queue items are only accessible to the members of that queue.

E.g. one public queue can be created for high-priority cases, others could be for lesser priority items or there could be different public queues based on geography or product.

  • How do we create queues?

To create Queues, navigate to Service Management >> Queues in Customer Service.

Select New.

Below we have created a Public Queue.

Notice that we do not have the option to add members to a public queue, unlike a private queue.

Also, incoming email value can be specified for the queue, and based on the email settings – queue items would be created for the mail received.

Check below article for more details on the same –

https://crmkeeper.com/2020/04/20/dynamics-365-queue-setup-with-shared-mailbox/

https://nishantrana.me/2017/07/26/using-shared-mailbox-and-queue-in-crm-for-implementing-generic-email-address-in-dynamics-365-and-exchange-online/

https://nishantrana.me/2021/09/28/tracking-email-and-automatic-record-creation-personal-options-in-dynamics-365/

  • Now with the queue created private and public both, how do we add records/items to it?

Say we want to add a particular lead record, here we can navigate to view for the lead or open an individual lead record and select the option Add to Queue

By default, it loads the Business Queues

Below are the other Lookup Views available –

Let us assign it to the My Sample Public Queue we created earlier.

Back in the Queues area, we will have Items I am working on System View and Queues I’m a member of filter set by default.

As those are lead records are not yet picked for working on them, they are not available in the above view.

Let us change it to either All Items or Items available to work on and filter to either My Sample Public Queue, All Queues, or All Public Queues for the lead records / queue item to show up.

We can see the queue items (lead records) available to work on.

  • How can we change the default view for the Queue Items?

By using the Set current view as my default option.

  • Can we create more system views or hide the existing ones?

Yes navigate to View (Queue Items) inside the customization area, from there we can create new views, edit, activate, deactivate existing views.

E.g. we can create a new public view, that has filter criteria to show only the records of type lead.

  • How do we pick the items from the queue to work on?

Using the Pick command.

  • What happens when we pick a record from the queue?

A dialog box appears which informs that the item will be assigned to you and also the option to remove the item(s) from the queue.
Here we have selected the lead record with Title – Kim Abercrombie.

Let us leave it at No and click on Pick.

We can see the owner getting updated.

And the below details in the queue item record.

Worked by, Entered Queue and Modified on details updated.

And also as we had opted No for Remove the item from the Queue.

The item will be available on All Items view, but won’t be available on Items available to work on.

  • What happens when we Release the Item?

A dialog box appears that informs that the item will be assigned back to the queue’s owner and other members can pick up.

As expected the Item is added back to the queue.

And the Worked By field is set as blank for the queue item.

Also, the owner of the record is set to the queue owner.

  • What happens when we Remove the record instead of the Release command?

Now let us pick the same lead record again, and this time we will Remove it instead of Release.

This Remove option removes the Queue Item (a lead record) from the Queue. (My Sample Public Queue) in this case.

On checking the Queue Item Details for the record, we will get the below message.

Get all the details here –

https://docs.microsoft.com/en-us/dynamics365/customer-service/work-with-queues

https://neilparkhurst.com/2021/06/02/mb-230-microsoft-dynamics-365-customer-service-queues/

Also check – 

https://nishantrana.me/2020/09/18/queue-item-details-change-in-dynamics-365-2020-release-wave-2/

Hope it helps..

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Collaborate using Comments (preview) in Modern App Designer – Power Apps / Dynamics 365


A new comments (preview) feature has been added recently in the Modern App Designer

Modern App Designerhttps://nishantrana.me/2021/06/09/modern-model-app-designer-preview-dataverse-dynamics-365/

To see it in action, open an existing app or create a new app using the Modern App Designer.

We can see the Comments (preview) options in the toolbar.

Comments allow us to add notes, discuss with colleagues using mention etc.

We can add multiple comments and it shows the count.

The comments can be edited, deleted, and resolved.

This is how the resolved comment look like – disabled 

We can add comments to the page of type  – view, form, dashboard, and custom page.

We can add comment also within the Navigation bar.

Currently, mention is not listing any suggestions –

Check here for more such features added – https://powerapps.microsoft.com/en-au/blog/round-up-of-the-ignite-announcements-for-power-apps/

Hope it helps..

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