Dataverse – Page 50 – Nishant Rana's Weblog

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 Service –https://nishantrana.me/category/omnichannel/

Smart Assist –https://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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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 –

https://docs.microsoft.com/en-gb/powerapps/user/access-checker

Blog posts on 2021 Release Wave 1 – Dynamics 365

Hope it helps..

How to – Extract attachments from Notes in Dynamics 365 / Dataverse

There are different ways we can extract attachments from notes.

We can write an SSIS Package using the Premium Derived Column component of KingswaySoft

https://nishantrana.me/2020/11/09/extract-attachment-from-notes-in-dynamics-365-ce-cds-ssis-kingswaysoft/

XrmToolBox has a wonderful plugin – Bulk Attachment Manager

https://www.livingintech.com/2018/02/xrmtoolbox-bulk-attachment-manager.html

The tool can download attachments from both Note and Email, using note’s GUID as the folder name.

We can use SDK and write console app or tool.

https://github.com/microsoft/PowerApps-Samples/blob/master/cds/orgsvc/C%23/URDAttachment/URDAttachment/SampleProgram.cs

https://www.c-sharpcorner.com/article/downloading-notes-attachments-using-paginghis-artcile/

Or use the CRM SDK within the script component of SSIS if we are not using KingswaySoft’s CDS Component.

https://nishantrana.me/2020/10/19/connect-to-dynamics-365-through-script-component-ssis/

Attachment Downloader Tool –

https://vishalgrade.com/2018/01/22/ms-crm-attachment-downloader/

https://github.com/vgrade/MSCRMAttachmentDownloader

We can update the tool as per our requirement.

Use LINQPad for extracting attachment

https://dreamingincrm.com/2018/01/18/export-all-attachments-using-linqpad/

Hope it helps..

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Improved search experience now adds Quick Actions – 2021 Release Wave 1 – Dynamics 365

Improved search experience added features like easy access of search from within the header

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

More details and filters option

Incremental search or real time suggestions while performing the search

Now the 2021 Release Wave 1 adds Quick actions to the search results as shown below.

The quick actions available for accounts, contacts, etc. are

Assign
Share
Email

For the Phone call or activity entity, the options available are

Mark Complete
Cancel
Set Regarding
Assign
Email a Link.

The quick action are also available within the search results

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Duration to Copy an environment – Dynamics 365

Recently as a part of our deployment activity – we had to copy one of our sandbox environment to another.

https://docs.microsoft.com/en-us/power-platform/admin/copy-environment

And we opted for Customizations and schemas only option

We had performed the activity a few days back and that time we opted for Everything (the environment size was around 3-4 GB) , it took around 40 minutes. So we were expecting the customization and schemas only option would be much faster.

Surprisingly it was more than 4 hours since we initiated the copy and it was still in progress, so we raised the Microsoft Support Ticket with severity A.

https://azure.microsoft.com/en-us/support/plans/response/

However, no sooner we raised the support request, in parallel the copy operation got completed.

Total it took around 4 .5 hours.

The reason as per the support team was that the server could be down for windows maintenance activity being it a weekend – Saturday.

Later at night also, we performed the same copy operation that time it took around 2.5 hours.

And recently 2-3 days after that day, we again performed the copy operation and it took the same 30-40 minutes – this being weekday.

So in case if it is taking more time than usual, you could raise a support ticket or could wait (if that is an option).

Hope it helps..

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How to – Use Form Component Control in Dynamics 365 / Power Apps

Form Component Control can be used to update the parent record -through Debajit’s blog post, we came to know about it- https://debajmecrm.com/how-to-edit-a-parent-record-from-child-record-form-in-dynamics-365-dataverse/

Below is our custom entity/table named Sample Entity having contact’s lookup.

Let us add one more contact field, specify the Form Component control for it

We need to specify the main form to be used as a static value within the QuckForms tag.

entityname will be the schema name of the entity and the id of the main form.

Get the form id in the classic form editor –

And in the new form designer –

Save and publish the change.

We can see the main form of the contact being rendered within the custom entity’s form on the selection of Contact lookup value.

Now let us look at the some of the key points –

Only the Main form can be considered while using form component control i.e. only the main form can have the form component control which must be the main form itself. Quick View, Quick Create, and card cannot be used.
The form component will only show the first tab of the form. Below is the form we have configured, but it shows only the summary tab.

The validation of the embedded parent form still applies as shown below.

Data is sent for save independently for each record, which has no defined order.
It is not recommended to use the form with Business Process Flow as a form component.
Form components cannot have another main form with form components embedded in them. Although we do not get any error, it might be unsupported.

The same form can be used across different form components but is not supported as per Microsoft Docs. Here we have embedded the same form inside Account’s form.