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.

https://nishantrana.me/2021/01/12/improved-search-experience-in-dynamics-365-powerapps/

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)

https://docs.microsoft.com/en-us/dynamics365/customer-service/search-knowledge-articles-csh#view-auto-filtered-results

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

Get all the details here

Blog posts on 2021 Release Wave 1 – Dynamics 365

Hope it helps..

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Fixed – Failed to process metadata description. We ran into a problem publishing the form. Please try again while publishing the form in Dynamics 365


While trying to publish the case form we got the below error –

Error: We ran into a problem publishing the form. Please try again. (SessionID: a000b750-91e2-11eb-9fd2-8fd31814d5b2)

Adding/removing components, refreshing the form multiple times, etc. didn’t help, and we kept getting the error.

Eventually, we switched to classic to make the required changes. There also we got the same error.

However here we got the option to download the log file.

The exception message was –

Failed to process metadata description – Name : Entity Key

An item with the same key has already been added.

As we got the error while trying to add the subgrid, we renamed the subgrid which we were trying to add

Saving the change i.e. new Name and publishing the form this worked successfully.

Similar issue – https://community.dynamics.com/crm/f/microsoft-dynamics-crm-forum/301844/an-item-with-the-same-key-has-already-been-added-error-while-publishing-an-entity/871480

Hope it helps..

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How to – Show/ Hide header and ribbon menu dynamically on Dynamics 365/ Model Driven App forms


by Debajit Dutta (MVP – Business Solutions) https://debajmecrm.com/

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Search this view capability on Grid in Dynamics 365


Search this view capability which was added in the product with 2020 Release Wave 1, searches on the fields specified in quick find view, but takes into consideration the selected view definition, when performing the search.

This is enabled by default.

Here Search this view will perform the search within the selected view i.e. All Contacts in this case.

The results show 3 records found within the All Contacts view, for the search term “alex”

The same search term returns blank in the case of Inactive contacts is selected.

The same applies to the sub-grids

To turn off this, select Yes for Use quick find view of an entity for searching on grid and sub-grids from General tab of System Settings

After applying the above change, we can see the text renamed to Quick Find within the Search Box.

Searching now, irrespective of the view selected, will perform the search across the records as per the definition of Quick Find view.

More on it

https://docs.microsoft.com/en-us/powerapps/user/grid-filters#use-search-on-a-grid

Also read – Search limit on Quick Find

https://docs.microsoft.com/en-us/powerapps/user/grid-filters#use-search-on-a-grid

Hope it helps..

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Fixed – Error – “Microsoft SQL: A network-related or instance-specific error occurred while establishing a connection to SQL Server” – while trying to use Dataverse connector in Power BI


While trying to use Dataverse connector inside Power BI Desktop

we got the below error

Details: “Microsoft SQL: A network-related or instance-specific error occurred while establishing a connection to SQL Server. The server was not found or was not accessible. Verify that the instance name is correct and that SQL Server is configured to allow remote connections. (provider: Named Pipes Provider, error: 40 – Could not open a connection to SQL Server)”

Later we realized we were not entering the environment details in the correct format as expected

i.e.

[orgname].[crm].dynamics.com

We were entering it incorrectly  below with the https

Entering URL in correct format fixed the issue for us.

In case if TDS endpoint it not enabled –

we will get the below error

i.e. Microsoft SQL: TDS Protocol endpoint is disabled for this organization.

Check more posts on Power BI

https://nishantrana.me/category/power-bi/

Hope it helps..

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Agent scripts in Omnichannel and Customer Service Workspace – Dynamics 365


Agent scripts are available within the Productivity pane in the Customer Service workspace and Omnichannel for the Customer Service app.

Agent scripts contains series of steps that will guide the agents while working, helping them to be more efficient.

More on Customer Service Workspace – https://nishantrana.me/2020/08/13/new-customer-service-workspace-app-preview-in-dynamics-365-2020-release-wave-2/

Omnichannel for Customer Servicehttps://nishantrana.me/category/omnichannel/

Smart Assisthttps://nishantrana.me/2020/08/17/ai-suggestions-for-similar-knowledge-articles-and-cases-in-dynamics-365-2020-release-2020-wave-2/

To define Agent Scripts – navigate to Customer Service Hub > Service Management > Agent Scripts or Omnichannel Administration > Agent Experience > Agent Scripts


Create a new Agent script record, and specify steps for the same by creating new agent script step record.


We can define 3 different types of Action – Text, Macro, and Script.


For simplicity, we have selected Text here.


We have defined 2 script steps for the agent script as shown below.


Next, we need to associate the Agent Script with the Session template.

Inside the Omnichannel Administration > Agent Experience > Sessions, select the template we want the script to be associated.

Here let us select the Case entity session – default template

We can also define the conditions for the default agent script to be applied using the Enable Build expression option.

https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/agent-scripts#set-the-default-agent-script-for-agents

For now to make the example simple, we leave it as No (default).

Back in Customer Service Workspace or Omnichannel for Customer Service App– Shift + click the case record to open the new session in the Active Cases grid.

We can see the script populated there for the agent on the case record opened.

If we have multiple scripts associated with the Session template – the agent has the option to select the appropriate script.

Hope it helps..

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