Tag: CRM

How to – Enable Desktop notifications when the app is in the background – Dynamics 365 Customer Service (Omnichannel – Voice)


Below is how the notification appears to the agents for the incoming conversation. In case the app is in the background the agent might miss the notification. To avoid this scenario we can enable Desktop notifications.

 

 

 

Navigate to Agent Experience >> Workspaces >> Notification Templates (Manage) in the Customer Service Admin center


Here we can see the default template – authenticated and unauthenticated for the incoming voicemail. We cannot update these out-of-the-box templates, however, we can refer to these existing templates to create a new template.

Let us open the existing incoming authenticated template.

The Voice call – incoming authenticated – default :-

Let us create a new template, referring to the existing template, where we will set the Show Desktop Notifications = When the app is in the background.

Notice we can specify other values such as notification timeout, auto assign work items, show reject button as well as notification fields.

Below is our new notification template.


With the template created, navigate to the workstream to which we want to apply this template. In the Agent notification template, specify the custom notification template for the Incoming Authenticated.

Also, enable Notifications for the app in the browser from Site Settings.

Here we can see the Desktop notification for the agent on the incoming call.

Learn more about it – https://learn.microsoft.com/en-us/dynamics365/app-profile-manager/notification-templates?tabs=customerserviceadmincenter#create-a-notification-template

To enable Sound Notification – https://nishantrana.me/2023/03/08/enable-sound-notifications-in-omnichannel-voice-and-other-channels-dynamics-365-for-customer-service/

Hope it helps..

 

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How to – Set Default value for the combo box in Canvas Apps (Dataverse)


Suppose we have the following Combo Box named Status bind to one of the choice fields of Dataverse.

Items = Asset Status option set field of table Product.

Now if we want Available to be the default selected value for it, we can use the DefaultSelectedItems property of the combo box.

DefaultSelectedItems = Filter(Choices(Products[@’Asset Status’]), Value = ‘Asset Status’.Available)

Also if we want to set the value of the Villages combo box based on the value selected in the Region combo box. The region is a lookup field in the Villages table.

We can update the Items property of the Villages combo box from

Villages (Data Source)

to

If(IsBlank(comboRegion.Selected),Villages, Filter(Villages, Region.Region = comboRegion.Selected.Region))

Hope it helps..

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Calculated Column inside Plugin? – Dataverse / Dynamics 365


Recently while working on a plugin, we realized that for a particular column, we were not getting value in the context (on Post Create), the same was the case for Post Update and Post Image.

Also using Retrieve and RetrieveMultipleto fetch its value inside the Plugin didn’t work

Eventually, we realized it was a calculated column, which doesn’t give value inside the Plugin.

If we do RetrieveMultiple and RetrieveMultiple from a console app, outside Plugin, we get the value for that field.

Hope it helps..

 

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Unable to install the Profiler. Unhandled Exception: System.InvalidCastException: Unable to cast object of type ‘Microsoft.Xrm.Sdk.Entity’ to type ‘CrmSdk.PluginType’ in Dynamics 365 / Dataverse


We might get the below error while trying to install the profiler in the Plugin Registration Tool.

“Unable to Install the profiler”

“Unhandled Exception: System.InvalidCastException: Unable to cast object of type ‘Microsoft.Xrm.Sdk.Entity’ to type ‘CrmSdk.PluginType’. at Microsoft.Crm.Tools.Libraries.OrganizationHelper.InstallProfiler(CrmOrganization org, String prtPath) at Microsoft.Crm.Tools.PluginRegistration.OrganizationControlViewModel.<>c__DisplayClass302_0.<InstallProfiler_Clicked>b__2(Object o, DoWorkEventArgs e)”

On closing the window we will get the below message “Profiler install failed”

Well we can ignore this error, just click on Refresh

After the refresh is completed,

we can see that the profiler has got installed successfully, even though we got the error.

Hope it helps..

 

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Plugin registration profile record not getting created – Dataverse / Dynamics 365


Recently while trying to debug a plugin with Persist to Entity mode on the update step, we didn’t find any profile record getting created.

One option is to try to reinstall the profiler. This could happen when we are using a different version of the plugin registration tool and it has the Profiler already installed/configured from the other version of the tool.

If that doesn’t help, then opt for Exception mode, that has always worked.

Hope it helps..

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Manage Custom Presence – Dynamics 365 Customer Service (Omnichannel)


To manage presences, navigate to Customer Service Admin Center >> Agent Experience >> Productivity >> Custom Presence

Out of the box we have the following presences.

Only the below presences will be available for the agents to select.

The inactive and offline statuses will be automatically set by the system.

Although we can deactivate the presence, that doesn’t remove it for the agents.

The agents can still see all the presence statuses.

We cannot delete the default presence; we will get the below error if we try to delete them.

We can edit the Presence text for the default presence.

For the agent –

We can create custom presences that are based on the existing base status.

For the agents –

 

 

 

 

 

 

Unlike default presence, we can delete the custom presence status.

Hope it helps..

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