Tag: Dynamics 365

How to- Enable Microsoft Team chats in Dynamics 365 Apps


Enabling Microsoft Team chats inside Dynamics 365 allows the agents/sellers to start a new chat from a record or connect an existing chat to a record from within the application itself.

We can enable it from the Power Platform Admin Center or the corresponding Sales, Customer Service, Marketing, and Field Service applications.

Inside Power Platform Admin Center – Navigate to Environment >> Setting >> Team Integration Settings

We can either enable it for all the Dynamics 365 Apps or specify the apps.

Here we have specified the Customer Service Hub and Sales Hub.


We also have the option to specify the record types for Teams chats.

Let us open a contact record inside Sales Hub to see it in action.

We can see 2 sections on the Team chats pane, Chats connected to the record and Other chats.

As we have not connected chat currently, we see the option New connected chat to connect the record to the team chat.

The Other chats section lists the top 200 chat conversations on the Team, from where we can select any conversation to connect it to the record.

Clicking on the New connected chat allows us to search the Participants whom we want to chat with, update the chat name (suggested), and include a note as well.

It also suggests the participant (as the record is owned by a user, it will suggest the name of the record’s owner)

More on the record suggestions.

We can also select a user from the Other chat section, and select the Start a connected chat option, which populates the participant.

We can also have multiple participants added.

Add the required details and click on the Start chat

We can see the chat window opening with the participant selected and details / message added.

We can also connect other chats to that record using the Connect to this record option.

We can also disconnect the chat using the Disconnect form this record option.

Similarly, we can also start a regular chat (not associated with any record) using the compose icon in the Teams Chat panel.

This opens the New chat window as shown below.

As we saw earlier, we can use the + Add record types option to add more record types to connect to Teams Chats. (including custom table)

For each record type added, we get the following settings.

Here we can specify who can join and disconnect the chat.

We can also specify if the record’s title can be used for the Chat name, should the note be included or not, and which view fields to be considered for the Message.

Get all the details here.

Hope it helps..

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Use RetrieveDuplicates request to check for duplicates before creating/updating a record – Dataverse / Dynamics 365


In the previous post, we saw how we can use the SuppressDuplicateDetection parameter to throw errors in case of duplicates when creating or updating a record.

Here instead of relying on exception, we can make use of the RetrieveDuplicatesRequest message to detect the duplicates.

Let us take the “Leads with the same e-mail address” duplicate detection rule to see it in action.

We can see 3 lead records already existing in the system with the same email address.

Below is our code that is trying to create a new lead record with the same email address and using the RetrieveDuplicatesRequest to check for the duplicates.

Below we can see that not only do we get the total number of duplicates found, but we can also get the details of the duplicate records found.

Get all the details here.

Hope it helps..

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Use SuppressDuplicateDetection parameter of Request to throw an exception in case of duplicates – Dataverse / Dynamics 365


We can make use SuppressDuplicateDetection optional parameter of the Request if we want the configured duplicate detection rules to run and throw an exception while creating or updating the record.

We will use the below out-of-the-box duplicate detection rule, that checks for lead having same email address.

Below is our code and we can see the lead records with the same email address getting created without any exception.

Now we have updated the code to use the SuppressDuplicateDetection optional parameter. We have set it as false.

As expected this time we get the exception.

“The record was not created or updated because a duplicate of the current record already exists.”

Hope it helps..

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How to – Connect Dynamics 365 records and views to Microsoft Team channels – Dynamics 365


To enable the feature that allows linking existing Dynamics 365 records and views to a Team channel,

we need select the environment and navigate to Settings >> Team Integration Settings

Select Yes for the “Turn on the linking of Dynamics 365 records to Microsoft Teams channels” and save it.

Now back in Microsoft Teams, from a team channel, select the Add (+) option

Select Dynamics 365

Specify the environment, and the corresponding Dynamcis 365 Apps in it.

Check Rememer this preference and click on Select.

Next, we get the option to search and filter for a record to link to.

Here we have selected the contact Nancy Anderson record, click on Save.

We can see the selected contact record pinned.

We also get the below options for the record tab added.


Similarly, if we want to link to a view, we can select the table and then its corresponding view to select and click on Save.

We can see the selected view added.

Also for both records and views pinned, we get the option of starting the conversation.

Clicking in Start conversation adds the below message with the link to the tab where the view or the record has been added or linked.

Get all the details here

Hope it helps..

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How to – convert basic queue to an advanced queue – Dynamics 365


We can convert our basic queue to an advanced queue by setting the field “Is Omnichannel Queue” or “Automatic work distribution” schema name “msdyn_isomnichannelqueue“- to Yes.

We would usually do it to use the existing basic queue in the Unified Routing.

We can find that option in the Conflicts Tab of the Queue form

Or in case you cannot find the conflicts tab, you can add the field to the form

Here we need to be careful while converting the basic queue to an advanced queue, as we cannot revert this. If we try to do this we will get the below error –

Get more details here.

Hope it helps..

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How to – enable the enhanced email template editor in Model-driven Apps(Dynamics 365 / Dataverse)


Below is what our existing or current Email Template editor looks like (Sales Hub >> Personal Settings >> Email templates)

Let us now enable the Enhanced Email Template editor for the App / Environment (it is enabled by default for Customer Service workspace and Customer Service Hub apps)

Create or Open an existing solution, Add existing >> Setting >> Enable the New Email Template Editor

We can set the value as Yes for the Setting environment value to apply it for the environment.

To enable it for a specific app, make sure we have the option “Environment and apps” and “Apps Only” selected for Value can be changed for option.

To specify the app(s) for which we want to enable the new email template editor, we need to add that corresponding app to the solution.

Here we have added the Sales Hub.

Add Existing >> App >> Model-driven App >> Sales Hub

On adding the Sales Hub App, we get the option to set the value for the Sales Hub app, which we have set as Yes.


Publish all customization.

We can now see the new Editor tab added for the new Email Template record inside Sales Hub.

We can drag and drop, and specify properties, of the layout section and elements in the new editor.

The new email template editor uses the same design as the email editor in Dynamics 365 Marketing, making it more consistent across the different apps in the platform.

Get all the details here.

Hope it helps..

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