Tag: Dynamics 365

Understanding Overflow handling – Work item limit exceeds in Voice Channel – Omnichannel (Dynamics 365 Customer Service)


Say for one the Advanced Queue of type Voice we have the following Overflow handling defined (the queue has only 1 user assigned to it).

i.e.

Condition = Work item limit exceeds 1

Action = Voicemail

And it also has an Out of operation hours condition defined.

Now, if the customer calls during working hours and if the user’s presence is Available, the agent will receive the notification and the first conversation will have the Status as Active. If we make a second call its status will be open and it won’t go to Voicemail. Now if we make a 3rd call to that number it will go to Voicemail.

This is because we have set the Work item limit exceeds as 1, so it will keep one conversation in the open status, and any subsequent calls after that will go to the Voicemail.


Now here if the user is either in DND, Away, Offline, or not logged into CRM during work hours (if a customer calls outside work hours it will directly go to the Voicemail as we have the Out of operation hours condition defined), the first conversation will have the status as open and then any subsequent calls will go to the Voicemail.

In short,

More detail – Queue Overflow

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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How to – Handle single quote/apostrophe in Filter Rows in Power Automate (Dataverse)


Say for e.g. we have the below flow, which finds the lead having subject as “My Test’s Value”

On running it we get the below error

To make it work we can make use of replace function here.

replace(variables('Subject'),'''','''''')

‘ = to espace

‘ = special character

replace(variables(‘Subject’),‘‘‘‘,‘‘‘‘‘‘)

Please refer to the helpful post- https://techcommunity.microsoft.com/t5/power-apps-power-automate/how-to-handle-single-quotes-in-the-filter-property-with-get/m-p/2617747

This time it works successfully.

ChatGPT – quick to correct and give the right answer.

Hope it helps..

 

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How to – Enable inbox for agents in Dynamics 365 Customer Service Workspace / Omnichannel


Inbox view in the agent workspace allows agents to quickly perform a preliminary assessment of the service requests coming from different channels for a timely response. Agents can view cases, conversations, and activities assigned in the inbox tab.

To enable inbox for the agents, inside the Customer Service admin center

Navigate to Agent Experience >> Workspaces >> Agent Experience profiles >> Manage


We can create new profiles or can add users to any of the existing profile that has inbox enabled

E.g. Customer Service Trial profile has the inbox enabled.

Below is the agent experience profile record, that doesn’t have inbox enabled.

Let us add one of the users to the below profile.

The Customer Service workspace before the user’s inbox is enabled. We can only see the Home tab.

After adding the user to the profile.

The agent can see the Inbox tab.

The agents can see the views configured in the profile inside the inbox tab.

Read more about Configuring the Inbox

To learn more about Voicemail- https://neilparkhurst.com/2022/11/08/omnichannel-for-customer-service-voicemail/

Hope it helps.

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Use Command checker (ribbondebug=true) to identify the Ribbon Customizations Issue – Dataverse / Dynamics 365


Appending ribbondebug=true to the record’s URL adds the new Command checker button in the command bar, which could help us in troubleshooting any unexpected behavior with ribbon.

More on this – https://powerapps.microsoft.com/en-us/blog/introducing-command-checker-for-model-app-ribbons/

Recently we added one enable rule to an existing button (Go Live) in the Customer Journey table. The rule was calling a JavaScript web resource based on the security role assigned to the user hiding or showing the button on the form.

Click on the Command checker to open the window on the side pane, where we can then select our button.

In the command properties tab, we can see our custom enable rule showing an error.

Also here clicking in View rule definition solution layers provides us the detail that this rule has been added as part of an unmanaged layer.

Clicking on the Unmanaged layer further provides us with the definition of the enable rule.

Going back to the error, we figured out that the function was missing from the web resource, and adding the function fixed the issue for us.

Back in the Command checker, we can see the custom Enable Rule getting evaluated correctly.

Check the Troubleshooting Guide

Hope it helps..

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Solved – Presence not loading in Omnichannel for Customer Service / Customer Service workspace


Recently in one of the environments, the presence was not loading for the agents.

To fix it, we had to update the Channel URL to point to the correct organization name.

Before –

https://oc-cdn-ocprod.azureedge.net/convcontrol/ChatControl.htm?uci=true&clientName=zfp&cloudType=Public&env=prod&ocBaseUrl=https://unq614e23c1ccc540f3a9bf2f80c99d9-crm.omnichannelengagementhub.com&ucilib=https://orged4e3d70.crm.dynamics.com/webresources/Widget/msdyn_ciLibrary.js

After –

https://oc-cdn-ocprod.azureedge.net/convcontrol/ChatControl.htm?uci=true&clientName=zfp&cloudType=Public&env=prod&ocBaseUrl=https://unq614e23c1ccc540f3a9bf2f80c99d9-crm.omnichannelengagementhub.com&ucilib=https://gcst.crm.dynamics.com/webresources/Widget/msdyn_ciLibrary.js

Verify the Unique Name used in ocBaseUrl and Orgname from Settings >> Customizations >> Developer Resources

On correcting the URL in the Omnichannel record (Channel Integration framework 2.0 Providers)– we can see the presence loading.

The cause for the issue was we had recently updated the environment’s URL from the Power Platform Admin Center.

Check for more details –

https://tinyurl.com/3488m6p2

The presence not loading.

Hope it helps..

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