Sub grid and form tabs improvements in Power Apps Mobile App


There are couple of improvements in user experience for sub grids and form tab in Power Apps Mobile app.

Check other blog posts on Release 2020 Wave 2

  • Headers are more protruding for sub grid to separate it from rest of the sections of the form.
  • There is also an option (+ New Case – below) to add new record inline for empty sub grids.

  • Commands on sub grid opens as a drawer from the bottom of the screen.

  • Form tabs can be scrolled horizontally and selecting the tab automatically adjusts the header.

Hope it helps..

Use custom browser protocol to launch desktop applications from Dynamics 365


Recently we had a requirement to launch a .NET desktop application installed in the user’s machine from within Dynamics 365 and also pass parameters to it.

One of the ways of implementing is by using the Custom URL Protocol.

Modern browsers and operating systems allow us to implement a custom URL protocol and register an external application to handle it. So when a user clicks  on the link that uses that custom URL Protocol, the browser will open the application that is registered.

Check a few examples here

https://docs.microsoft.com/en-us/windows/uwp/launch-resume/launch-app-with-uri

So, let us start and register our Custom URL Protocol.

Below is the source code for creating a new key


var applicationPath = @"C:\MyParamApp\MyApp\bin\Debug\MyApp.exe";
var KeyTest = Registry.CurrentUser.OpenSubKey("Software", true).OpenSubKey("Classes", true);
RegistryKey key = KeyTest.CreateSubKey("OpenAppP");
key.SetValue("URL Protocol", "OpenAppP");
key.CreateSubKey(@"shell\open\command").SetValue("", "\"" + applicationPath + "\" \"%1\"");

Here OpenAppP is the protocol name and the application path that holds the path of application that we want to execute.

For key.CreateSubKey we have specified %1 for passing the parameter.

If we do not want to pass the parameter then we do not need to append it.

On running the above code, we can see the key added with the value specified

Below is the source code of our console application, basically it reads and writes the parameter in the output window.

Below is our Html page that we will call from within a button on a form from Dynamics 365 and which will open the MyApp.exe in turn.

Here we have published the page in Azure.

The html page on onload will retrieve the id query parameter and append it to the link for the custom protocol

OpenAppP:id

Back in CRM, we have a custom ribbon button named Open Console App added with the following definition.

Url Command Action and Crm Parameter in it to pass the id.

Clicking on the button

as expected, opens the alert along with opening the console app with the parameter passed to it.

Get more details

https://www.vdoo.com/blog/exploiting-custom-protocol-handlers-in-windows

Hope it helps..

 

App Switcher, Back option and other changes in Dynamics 365 – 2020 Release Wave 2


Below are some of the updates in the product as part of 2020 Release Wave 2.

  • To switch between the Dynamics 365 Apps, we need to click on down arrow icon next to Dynamics 365.

With 2020 Release Wave 2, we can click on the app name i.e. which opens up the pop-up windows listing all the apps.

We can search, create a new app, assign roles, filter etc.

Earlier to access the same we had to navigate to Advanced Settings à Apps

  • Next is the change in the Breadcrumb navigation

Is now seems to be replaced with the back button functionality

  • Also the User Account menu has also been updated earlier,

and now in 2020 Release Wave 2

View account takes user to the My Account page in Office 365

MyAccount

Check other blog posts on Release 2020 Wave 2

Hope it helps..

Queue Item details change in Dynamics 365 – 2020 Release Wave 2


Queue Item details for a Queue Item earlier used to open in a new window.

Thus losing the context

2020 Release Wave 2 provides an immersive experience for the agents, as the queue item details open in the context of the parent window.

Small but nice update for the agents.

Check other blog posts on Release 2020 Wave 2

Refer to below articles to understand more on Queues

MB2-714 (Microsoft Dynamics CRM 2016 Customer Service) : Queue Management

https://www.itaintboring.com/dynamics-crm/working-with-queues-in-dynamics/

https://carldesouza.com/releasing-queue-item-behavior-in-dynamics-365/

Hope it helps..

Using SQL Server Management Studio to deploy and run SSIS package in Azure Data Factory


In our previous post, we created the SSIS Catalog (SSISDB) in Azure and deployed the SSIS package using SSDT.

Supported version for SSDT – SQL Server Data Tools to deploy SSIS package to Azure.

  • For Visual Studio 2017, version 15.3 or later.
  • For Visual Studio 2015, version 17.2 or later.

In this post, we’d use SSMS to deploy the packages in Azure.

Connect to the Azure SQL Server

Expand the Integration Services Catalog, right-click the Projects folder, and select the Deploy Project option.

Enter the source details in the deployment wizard

Select the option SSIS in Azure Data Factory

Select the existing or create a new folder for the project

Click on Deploy after successful validation and review.

Here in our case, it failed with the below message

There is no available node. Please check node status on the monitoring page of the ADF portal and ensure that at least one node is in running 1 and try again. (Microsoft SQL Server, Error: 50000)

The error is because the Azure-SSIS Integration runtime is in the status Stopped.

navigate to your Azure Data Factory instance, and start the runtime.

After around 10 minutes or so the service would be up and running.

This time deployment is successful.

We can see the packages available within the pipeline.

Hope it helps..

Deploy and run SSIS package in Azure Data Factory


Before the SSIS package can be deployed to Azure Data Factory we need to provision Azure-SQL Server Integration Service (SSIS) runtime (IR) in Azure Data Factory.

In the previous posts, we had created an Azure data factory instance had used Azure SQL Database as the source.

Within Azure Data Factory in the Let’s get started page, select Configure SSIS Integration.

Specify the appropriate values to integration runtime.

Select Create SSIS Catalog option to deploy packages in SSISDB, provide Azure SQL Database server endpoint, and the admin credentials to connect.

Test the connection.

Specify advanced settings as appropriate.

This starts the creation of Azure-SSIS Integration Runtime.

Meanwhile below is our SSIS package that we would be deploying to Azure Data Factory.

It extracts a text file named contacts.txt from the blob source and loads it into destination blog storage.

Right-click the project  and select Deploy.

(Deploying individual package is not supported right now)

Select SSIS in Azure Data Factory.

Specify Server name and credentials and connect.

Click on Browse.

Create a new folder or select an existing folder and click on Ok

Once the validation is successful, click on Deploy and start the deployment.

After successful deployment, create a new pipeline in the Azure Data Factory, and drag the Execute SSIS Package activity

Connect to the package deployed.

Click on debug to trigger and test the pipeline.

On the successful run, we can see the contact.txt file extracted from mycontainer1 and loaded to mycontainer2.

Hope it helps..

Use Azure Data Factory V2 to load data into Dynamics 365


Let us take a simple example where we will set up an Azure Data Factory instance and use Copy data activity to move data from the Azure SQL database to Dynamics 365.

Login to Azure Portal.

https://portal.azure.com

Search for Data factories

Create a new data factory instance

Once the deployment is successful, click on Go to resource

Inside the data factory click on Author & Monitor

Click on Author in the left navigation

Create a new Pipeline

And drag the Copy data activity to it

Go to the Source tab, and create a new dataset.

Below is our Azure SQL database with contacts table which will be our source here.


Select Azure SQL Database as the source dataset.


Create a new linked service to specify the connection properties.


Specify the details to connect to the Azure SQL Database.


We have selected the contacts table here.


Similarly, let us define a new dataset for Sink which will connect to our Dynamics 365 Instance.



Select the Dynamics data set and specify the linked service.

Specify the details of the Dynamics 365 instance to connect to.

We have selected contact entity as the destination.

Within the Mapping tab, we can specify the fields to be mapped.

Below is how we have specified the mapping.

Click on Validate and after successful validation, click on Debug to run the pipeline.

Within the Output window, we can see the status.

After the successful run, we can see the contact records created inside Dynamics 365.

We can specify a trigger for the pipeline as shown below.

Publish All will publish the changes to the data factory.

Hope it helps..

Use Power BI to analyze the CDS data in Azure Data Lake Storage Gen2


In the previous post, we saw how to export CDS data to Azure Data Lake Storage Gen2.

Here we’d see how to write Power BI reports using that data.

Open the Power BI Desktop, and click on Get data

Select Azure > Azure Data Lake Gen 2 and click on connect.

To get the container URL,

Log in to the Azure portal and navigate to the container and click on Properties and copy the URL.

Replace the blob part in the copied URL with dfs

Below is the format of the URL.

https://accountname.dfs.core.windows.net/containername/

replace the account name and the container name.

In case you get the below error

Refer –

https://nishantrana.me/2020/09/07/error-access-to-the-resource-is-forbidden-while-trying-to-connect-to-azure-data-lake-storage-gen2-using-power-bi-desktop/

Select the CDM Folder View (beta)

Expand the CDM folder and select the entity.

In case if you get the below error

Refer

https://nishantrana.me/2020/09/08/error-we-dont-support-the-option-hierarchicalnavigation-parameter-name-hierarchicalnavigation-when-trying-to-load-table-in-power-bi-desktop-using-azure-data-lake-storage-gen-2-cdm-fo/

Once connected we can then create our Power BI report as shown below.

Check the below posts for creating a Power BI report with Dynamics 365 data as the source

https://nishantrana.me/2018/11/24/power-bi-and-microsoft-dynamics-365/

Hope it helps..

Approval/Reject Type – Everyone must approve – Power Automate and Dynamics 365


Let us update our previous flow from approval/reject typeFirst to respond to Everyone must approve type.

For First to respond, either Approval or rejection by any of the approver completes the request.

In case of Everyone must approve, if any of the approvers rejects the request is considered rejected, for the request to be considered approved all the approver needs to approve it.

We have updated the approval type from first to respond to

everyone must approve.

In the case of Approve / Reject – Everyone must approve

  • All the assigned users must approve, for the request to be approved.
  • Any of the assigned users if rejects, the request will be considered rejected.

Let us run the flow and test it.

We can see our flow waiting for approvals

We can see all the 3 approvers getting the approval request

Let us Reject it for one of the approvers.

It completes the flow without waiting for responses from other approvers.

The other approvers will see the below message.

Similarly, as expected, it will wait for all the approvers to approve before moving to the next action.

We need to make sure we specify the same value as shown in the Outputs above in the condition action.

Hope it helps..

Manager approval – Power Automate and Dynamics 365


Continuing our previous basic  approval flow, here we’d update it to send an approval request to the manager of the user.

First, we’d use the Get manager V2 action to get the user’s manager.

Let us first update the profiles of the users to add their manager.

Sign in to the Azure portal as an administrator and select Users inside Azure Active Directory.

Here we have specified test user 2 as manager of user 1.

Let us now update our flow, add a Get a record action to get the email of the owner of the case record which will be used later to get the user’s manager.

Here in Item Id, we are passing Owner, it could well be created by or modified by as well.

In the select query, we are specifying the internal email address i.e. primary email address of the user.

Now for the If Yes step, we have used the Get manager action, and have specified the primary email address fetched earlier.

The Mail returned by the Get manager action is used for Assigned to field inside Start and wait for an approval action.

Based on the outcome of approval we are then updating the case record.

This is how the flow looks like

On running the flow, we can see the user’s manager email address in the output for the Get manager V2 action.

We can see the manager of the user 1 getting the approval request.

Now instead of the manager specified in User’s profile in Office 365 (Azure AD), let us update the flow to send an approval request to the User’s manager (system user) inside Dynamics 365.

Let us update the flow,

in the Get a record action instead of fetching the primary email address (internal email address) of the owner, we’d use Expand Query to fetch the primary email address of the Manager specified in the Owner (system user) record.

Create the query with link entity in our favorite FetchXML Builder and click on Power Automate Parameters

Copy the Expand query.

Paste it in the Expand Query of the Get a record action.

Remove Get manager (V2) 2 action from If Yes step, as we already have the email address of the manager now and specify the same in the Start and wait for an approval action’s Assigned to field.

Save and Test the flow.

Here we can see the test user 2 who is the manager of user 1 receiving the approval request.

We can the manager’s email in the output for Start and wait for an
approval action.

Thus, we see a couple of ways to implement Manger’s approval, we’d look at a few more scenarios in the next posts.

Do check out the wonderful training on Approvals in Power Automate

https://www.linkedin.com/learning/microsoft-flow-approval-flows/

Hope it helps..

Approvals in Power Automate and Dynamics 365


Let us try implementing a basic scenario, where an agent can send a case for approval and the record is updated based on the approver’s response.

The agent here sets the Submit for Approval – custom field as Yes and saves the record for submitting it for approval.

The description field will be updated to reflect approval or rejection.

Login to Power Automate

https://flow.microsoft.com/

Start with Automated Flow (blank template)

Choose trigger as When a record is updated. (Common Data Service)

Select the appropriate environment, cases as entity name, and scope, for attribute filter, we have selected the custom field ‘submit for approval’

Add a new step and search for Approvals action.

Select approval type as Start and wait for an approval and specify the appropriate values.

To Item link with the URL of the case record

https://nishantrana.me/2020/08/25/add-url-of-record-in-item-link-in-approval-power-automate-dynamics-365/

Save the flow and add a Condition step with the condition ‘Outcome’ equal to ‘Approve’.

For If Yes step, select Update a record (Common data service) action, specify values for Entity name, Item ID, and Description field.

Repeat the same for the If no step.

Update – add the condition to check the value of submit for approval field

IfCondition

As we will request for approval only if value is true.

Let us select the Flow checker to check the flow first before we can test it.

As there are no errors or warnings, click on the Test button and select the I’ll perform the trigger action option.

To trigger it, open a case record, set Submit for approval field as Yes, and save it.

We’d see our flow running and waiting for the approval.

The approver can either approve it through email.

Or within the mobile app.

https://aka.ms/flowmobilediscoverabilitybanner

As well as the approval center.

Let us approve the request.

We’d see our flow completed successfully.

And the case record updated.

This was the very basic example to begin with, in the next few posts we’d try covering other scenarios.

Hope it helps..

Add url of record in Item link in Approval – Power Automate / Dynamics 365


To add the record’s URL in the Item link in the approval step within Power Automate, we can follow the below steps

First, to get the URL, open the record, click on Email a link

Copy the URL from the mail editor

Or get the Record URL using our favorite tool for Dynamics 365 / CRM

https://github.com/rajyraman/Levelup-for-Dynamics-CRM

Paste the URL and specify the id (guid)  part as shown below.

Link within Email

Inside Approval Center

Within the app

Another option could be to create a custom field in the entity to hold the URL and use the same for the Item link.

Check our the below posts for more details à

https://diyd365.com/2019/11/27/populating-item-link-in-approvals-power-automate-ms-flow/

https://www.d365geek.co.uk/single-post/2018/11/05/Microsoft-Flow-Vs-Dynamics-365-Workflows—Part-1

https://learningrefresh.home.blog/2019/04/08/create-first-microsoft-flow/

https://powerusers.microsoft.com/t5/Building-Flows/Dynamics-365-Get-URL-dynamically-in-flow/td-p/153813

http://linnzawwin.blogspot.com/2020/01/power-automate-find-out-how-to-include.html

Hope it helps..

Configure Customer Service Analytics and Insights in Dynamics 365 Customer Service Hub (Preview)


With the recent updates, the Analytics and Insights that were earlier only available inside Customer Service Insights and Customer Service Analytics for Dynamics 365 in Power BI are now accessible from within the Customer Service Hub.

Navigate to the Service ManagementAnalytics and Insights – Settings (preview) section inside Customer Service Hub to enable it.

Toggle the Enabled option to enable Analytics reporting.

The reports can be viewed from Reports (preview) – Service Area

To enable Insights, click on Get Started.

It will perform a check for the license before setting things up.

We’d get the below error if the license is missing.

To get the license, log in to the admin portal.

https://admin.microsoft.com/

For Purchase Services, select Dynamics 365 Customer Service Insights.

Enable the trial.

Assign the license to the user.

This time the configuration will be successful.

Clicking on View reports will open the reports.

We have the option to share, configure it, and to open it inside the Customer Service Insights app.

  • Both the reports and insights are accessible from Service Area the Customer Service Hub

AS

Get all the details here

https://docs.microsoft.com/en-gb/dynamics365/customer-service/introduction-customer-service-analytics

Hope it helps..

Modern email template experience in Dynamics 365 – 2020 Release Wave 2


With 2020 Release Wave 2, we can now author the email template from within the Customer Service Hub app. (along with the classic Settings – Templates – Email Templates section)

Other blog posts on 2020 Release Wave 2

Navigate to Service Area – Templates

Clicking on New brings the below window, where we can specify Template Name, Permission Level, Category (entity), and Language.

The classic experience – (it had only template type field – which included value Global and entities)

  • The new Email Template editor brings a rich text experience. ( with the option of working with image inline)

The classic experience –

  • The new Email Template also brings the new modern and familiar toolbar.

legacy experience –

  • The new Insert / Edit dynamics text screen

Classic one –

  • We can also add attachments to the email template.

Now if we create a new email and try to apply the above template, we will be presented with the below message, which asks us to save the record first and then inserts the template, if we want the attachments to be part of it.

After saving the record, we can now insert the email template which also adds the attachments.

Dynamics 365 2020 release wave 2 –https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave2/

Hope it helps..

Custom entity support for PDF document generation in Dynamics 365 – 2020 Release Wave 2


With 2020 Release wave 1 we had PDF generation capability added to Lead, Contact, Opportunity, Quote, Order and Invoice entity.

https://nishantrana.me/2020/02/13/save-and-email-pdf-options-added-to-dynamics-365-sales-2020-release-wave-1-plan/

This has been extended to the custom entities with new capabilities added in 2020 Release Wave 2

Other blog posts on 2020 Release Wave 2

In Sales Hub, navigate to App SettingsProductivity Tools – Convert to PDF and select Manage


We can Search / Select the entities to enable it.


Let us enable it for the Contact entity

We can see the “Export to PDF” command added after enabling the Convert to PDF option in the contact entity.

Clicking on it we are presented with below options if we do not have any active document template available for that entity.

Let us enable PDF generation on the Account entity (as it has the document template available out of the box) and try the same.

After enabling it for Account entity, clicking on Export to PDF, gives us option to  preview the PDF document based on the template selected

Download option  will download a copy of the pdf.

The Email option will open the compose email window with the PDF attached.

Save to Dynamics will save it in the timelines as note’s attachment for that record.

This definitely was one of the most requested feature and thanks to Microsoft for adding it in the new release.

Dynamics 365 2020 release wave 2 –https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave2/

Hope it helps..

AI suggestions for similar knowledge articles and cases in Dynamics 365 – 2020 Release Wave 2


The AI suggested knowledge articles and similar cases capabilities have been added in the Customer Service workspace to help the agents in faster resolution of the cases.

Check other posts on Release 2020 Wave 2

Open Customer Service Hub, navigate to Settings in Analytics and Insights section.

Click on Manage to configure the Suggestions.

Below Case Title is the field that is defined for Case summary and Description for the Case details as default.

The other fields that can be specified are

Similarly, we can enable knowledge article suggestions, for which Article title and Article content fields need to be specified.

The other fields that can be specified are

Save the configuration.

The settings can take up to 24 hours for processing the model and to complete the first-time setup.

To view the Smart Assist Pane where we will find all the suggestions –

Open the Customer Service workspace app

https://nishantrana.me/2020/08/13/new-customer-service-workspace-app-preview-in-dynamics-365-2020-release-wave-2/

In the Customer Service Agent Dashboard, use Shift + Mouse action to open the case record.

We can see the Smart assist pane opened to the right of the record.

  • Sample knowledge article components

  • Sample similar cases component

Get all the details below

https://docs.microsoft.com/en-gb/dynamics365/customer-service/csw-view-ai-suggested-cases-knowledge-articles

Hope it helps..

 

 

 

 

Email file attachment enhancements in Dynamics 365 – 2020 Release wave 2


Let us look at the changes that have been introduced in 2020 Release wave 2, with regards to the file attachments in Email.

Enable early access to 2020 release wave 2

Check other posts on Release 2020 Wave 2

Clicking on New Attachment button will,

open Manage Attachment dialog box in 2020 Release wave 1, wherein we need to click on Choose file to open the open file dialog box.

In 2020 Release wave 2, it will open the open file dialog box directly.

For the attached file, we have only the Delete option available in 2020 Release wave 1.

In 2020 Release wave 2, we have Preview, Download along with Delete option.

Clicking on Preview will open the attachment preview dialog box as shown below.

For attachment of type pdf, we get the below message

We do not see the preview option available for word document or text file.

Dynamics 365 2020 release wave 2https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave2/

Hope it helps..

Posts on 2020 Release wave 2 – Dynamics 365



Email experience now available in Dynamics 365 Mobile App – 2020 Release Wave 2

With 2020 Release Wave 2, users can now finally compose, edit, and send emails from the Dynamics 365 Mobile App. Check other blog posts on Release 2020 Wave 2 Now mobile users can – Compose and send email from Dynamics 365 Mobile app Navigate to Activities menu from the home page. We can see the Email entity … Continue reading “Email experience now available in Dynamics 365 Mobile App – 2020 Release Wave 2”

ARC and SLA Migration tool (Preview) in Dynamics 365 – 2020 Release Wave 2

With 2020 Release Wave 1, new experience was added for administrators which uses Power Automate for defining rules, conditions, and actions for SLA and Automatic create and update records rule. https://nishantrana.me/2020/02/26/automatic-record-creation-and-update-rules-enhancements-in-dynamics-365-customer-service-2020-release-wave-1/ Now 2020 Release Wave 2 provides a tool to migrate the existing rules and SLA from classic app to the Customer Service Hub that … Continue reading “ARC and SLA Migration tool (Preview) in Dynamics 365 – 2020 Release Wave 2”

Modern email template experience in Dynamics 365 – 2020 Release Wave 2

With 2020 Release Wave 2, we can now author the email template from within the Customer Service Hub app. (along with the classic Settings – Templates – Email Templates section) Other blog posts on 2020 Release Wave 2 Navigate to Service Area – Templates Clicking on New brings the below window, where we can specify Template … Continue reading “Modern email template experience in Dynamics 365 – 2020 Release Wave 2”

Custom entity support for PDF document generation in Dynamics 365 – 2020 Release Wave 2

With 2020 Release wave 1 we had PDF generation capability added to Lead, Contact, Opportunity, Quote, Order and Invoice entity. https://nishantrana.me/2020/02/13/save-and-email-pdf-options-added-to-dynamics-365-sales-2020-release-wave-1-plan/ This has been extended to the custom entities with new capabilities added in 2020 Release Wave 2 Other blog posts on 2020 Release Wave 2 In Sales Hub, navigate to App Settings – Productivity … Continue reading “Custom entity support for PDF document generation in Dynamics 365 – 2020 Release Wave 2”

AI suggestions for similar knowledge articles and cases in Dynamics 365 – 2020 Release Wave 2

The AI suggested knowledge articles and similar cases capabilities have been added in the Customer Service workspace to help the agents in faster resolution of the cases. Check other posts on Release 2020 Wave 2 Open Customer Service Hub, navigate to Settings in Analytics and Insights section. Click on Manage to configure the Suggestions. Below Case … Continue reading “AI suggestions for similar knowledge articles and cases in Dynamics 365 – 2020 Release Wave 2”

New Customer Service workspace app (Preview) in Dynamics 365 – 2020 Release wave 2

In 2020 Release wave 2, we can see a new Dynamics 365 app introduced for the Customer Service agents – Customer service workspace (preview), allowing multitasking (multi-tab) and multi-session  to work on multiple cases simultaneously more efficiently. Enable early access to 2020 release wave 2 Check other posts on Release 2020 Wave 2 Customer Service workspace … Continue reading “New Customer Service workspace app (Preview) in Dynamics 365 – 2020 Release wave 2”

Timeline control enhancements in Dynamics 365 – 2020 release wave 2

Check all the enhancements that were added in 2020 Release wave 1 in Timeline control https://nishantrana.me/2020/02/25/rich-notes-and-filter-enhancements-in-dynamics-365-timeline-control-2020-release-wave-1/ Below are some of the new features added in 2020 Release wave 2 Enable early access to 2020 release wave 2 Check other posts on Release 2020 Wave 2 Expand and collapse records in timeline All records expanded inside timeline … Continue reading “Timeline control enhancements in Dynamics 365 – 2020 release wave 2”

Enhanced knowledge articles in Dynamics 365 – 2020 release wave 2

With 2020 release wave 1, we had new features added in Knowledge management for increased productivity https://nishantrana.me/2020/02/19/enhancements-in-knowledge-capabilities-in-dynamics-365-customer-service-2020-release-wave-1/ Opt-in for release 2020 wave 2 https://nishantrana.me/2020/08/05/enable-early-access-2020-release-wave-2-dynamics-365/ Check other posts on Release 2020 Wave 2 Now with release 2020 wave 2, we have a few more changes added to editing and view experience related to Knowledge articles. The … Continue reading “Enhanced knowledge articles in Dynamics 365 – 2020 release wave 2”

Enhanced email for timeline in Dynamics 365 – 2020 release wave 2

With 2020 release wave 1, we had seen a couple of enhancements in Email experience https://nishantrana.me/2020/02/24/enhanced-email-experience-for-agents-in-dynamics-365-customer-service-2020-release-wave-1/ now this has been extended to Email within the Timeline section Enable early access to 2020 release wave 2 Check other posts on Release 2020 Wave 2 Navigate to App Settings in Sales Hub, and click Manage for Enhanced … Continue reading “Enhanced email for timeline in Dynamics 365 – 2020 release wave 2”

Enable early access 2020 release wave 2 – Dynamics 365

Check other posts on Release 2020 Wave 2 Finally, now we have the opportunity to opt-in for early access to release wave 2, to validate the new features in a non-production environment. The features will be generally available on October 1, 2020. Get all the details on the key dates and FAQ here https://docs.microsoft.com/en-gb/dynamics365/get-started/release-schedule#key-dates-for-the-2020-release-wave-2 To … Continue reading “Enable early access 2020 release wave 2 – Dynamics 365”

New Customer Service workspace app (Preview) in Dynamics 365 – 2020 Release wave 2


In 2020 Release wave 2, we can see a new Dynamics 365 app introduced for the Customer Service agents – Customer service workspace (preview), allowing multitasking (multi-tab) and multi-session  to work on multiple cases simultaneously more efficiently.

Enable early access to 2020 release wave 2

Check other posts on Release 2020 Wave 2

  • Customer Service workspace App ->

The app allows agents to work in multiple cases at the same time along with associated activities

We can open multiple case, contact, account, activity, dashboard etc. in differents tabs as shown below, which allows for easier reference, without losing the context.

Session

We have new main form ‘Case for Multisession experience’ and quick create form added for the new app for the case entity.

Along with Customer Service agent dashboard.

Similarly, we can also find new multi session form added for Account and Contact entity.

Dynamics 365 2020 release wave 2https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave2/

Hope it helps..

Rich text editor control in Dynamics 365 – 2020 Release Wave 2


2020 Release wave 2 bring the configurable PCF Control, which we can now use for our multiline text input field.

Enable early access to 2020 release wave 2

Check other posts on Release 2020 Wave 2

Below we have added the Rich Text Editor Control for the Description field in the Case Form.

The field properties

The control within the form with all the options.

We didn’t had the rich text editor control in 2020 Release wave 1.

Dynamics 365 2020 release wave 2 –https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave2/

Hope it helps..

Insert knowledge article in email – 2020 Release wave 2


Agents while working on email can now search for Knowledge articles and insert its content in 2020 release wave 2.

Enable early access to 2020 release wave 2

Check other posts on Release 2020 Wave 2

The new Insert Knowledge Article button in the command bar for email.

Agents can now search for the article without losing the context

Agents can preview and insert the article content.

The same experience for email within the timeline control

timeline

This feature was not available in 2020 Release wave 1.

Missing Insert Knowledge Article button there –

Dynamics 365 2020 release wave 2 –https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave2/

Hope it helps..

Timeline control enhancements in Dynamics 365 – 2020 release wave 2


Check all the enhancements that were added in 2020 Release wave 1 in Timeline control https://nishantrana.me/2020/02/25/rich-notes-and-filter-enhancements-in-dynamics-365-timeline-control-2020-release-wave-1/

Below are some of the new features added in 2020 Release wave 2

Enable early access to 2020 release wave 2

Check other posts on Release 2020 Wave 2

  • Expand and collapse records in timeline

All records expanded inside timeline control shows its content and the icons to perform action on them.

In 2020 Release wave 1, the option is not available

  • Enhancements related to Email within timeline control

https://nishantrana.me/2020/08/05/enhanced-email-for-timeline-in-dynamics-365-2020-release-wave-2/

  • Highlight of matching text for the search

Dynamics 365 2020 release wave 2 –https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave2/

Hope it helps..

Enhanced knowledge articles in Dynamics 365 – 2020 release wave 2


With 2020 release wave 1, we had new features added in Knowledge management for increased productivity

https://nishantrana.me/2020/02/19/enhancements-in-knowledge-capabilities-in-dynamics-365-customer-service-2020-release-wave-1/

Opt-in for release 2020 wave 2

https://nishantrana.me/2020/08/05/enable-early-access-2020-release-wave-2-dynamics-365/

Check other posts on Release 2020 Wave 2

Now with release 2020 wave 2, we have a few more changes added to editing and view experience related to Knowledge articles.

  • The authors can create a collapsible section

The same experience for the end-users within the case form à

  • The collapsible section option was not available in 2020 release wave 1

  • Warning message in the Preview tab, if an anchor is used, has been removed now.

With 2020 Release wave 1

  • Icons have been updated within the Knowledge search control.

In 2020 Release wave 1 ->

In 2020 Release wave 2 ->

Dynamics 365 2020 release wave 2 –https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave2/

Hope it helps..

Enhanced email for timeline in Dynamics 365 – 2020 release wave 2


With 2020 release wave 1, we had seen a couple of enhancements in Email experience

https://nishantrana.me/2020/02/24/enhanced-email-experience-for-agents-in-dynamics-365-customer-service-2020-release-wave-1/

now this has been extended to Email within the Timeline section

Enable early access to 2020 release wave 2

Check other posts on Release 2020 Wave 2

Navigate to App Settings in Sales Hub, and click Manage for Enhanced email for timeline

Enable it and save.

Let us now navigate to one of the contact records and try creating a new email from its Timeline control

There we can now compose email in a pop-up and non-blocking window within the context of the record.

We can now work on a maximum of 3 active draft emails at a time.

The same rich edit experience which includes Drag and Drop / Copy and paste of the images is available.

In short, all the email enhancements that were added as part of Release 2020 Wave 1 is now available from within the Timeline control for email, making it a consistent experience for the users.

Hope it helps..

Enable early access 2020 release wave 2 – Dynamics 365


Check other posts on Release 2020 Wave 2

Finally, now we have the opportunity to opt-in for early access to release wave 2, to validate the new features in a non-production environment.

The features will be generally available on October 1, 2020.

Get all the details on the key dates and FAQ here

https://docs.microsoft.com/en-gb/dynamics365/get-started/release-schedule#key-dates-for-the-2020-release-wave-2

To opt-in

  • Log in to the Admin Portal

https://docs.microsoft.com/en-gb/dynamics365/get-started/release-schedule#key-dates-for-the-2020-release-wave-2

  • Select and open the environment to upgrade

  • Click on Manage in the Updates section and click Update Now

  • The upgrade process will start

  • Retry in case if any of the application updates fails using the Retry button, for us Dynamics 365 Core service had failed.
  • After a successful upgrade, the upgraded instance will show the 2020 release wave 2 enabled.

Hope it helps..

Show and hide the Dynamics 365 – custom app


To show and hide the Dynamics 365 – custom app from users other than having a system administrator role, we can use the below option

Navigate to Settings – Apps

and specify either Hide / Show for all roles.



For the end-users, it will hide the app

App not listed for the user.

Users can still access the app through URL.

The same settings can be applied from the General tab of System Settings

For Dynamics 365 On-Premise, we have a similar option in the General tab of System Settings

Hope it helps..

RetrieveTotalRecordCount function to get the total number of records in Dynamics 365


Using RetrieveTotalRecordCount Function we can get the total number of records for an entity (works for more than 50000 records)

For e.g.

https://[orgname].crm.dynamics.com/api/data/v9.1/RetrieveTotalRecordCount(EntityNames=[‘lead’,’contact’,’account’,’incident’])


https://dreamingincrm.com/2019/07/22/getting-entity-record-counts/

https://stackoverflow.com/questions/51543802/counting-all-rows-in-dynamics-crm-online-web-api-odata

https://nishantrana.me/2020/05/27/different-ways-of-getting-record-count-total-in-dynamics-365/

Hope it helps..

The Nigel Frank International Salary Survey 2020/21 for Microsoft Dynamics 365


The latest edition of Nigel Frank International’s Microsoft Dynamics salary survey is now live!

This will be their 12th annual report published, and has proven to be an invaluable resource to myself and my peers over the years.

I had the pleasure of contributing a foreword to the report, which set the scene in terms of where the Dynamics 365 ecosystem is now, what the future holds, and my own career journey. I can say with certainty that the ecosystem has been, and will continue to be, altered dramatically due to the Covid-19 crisis, as is the same with the technology sector as a whole.

The report uncovers a wealth of changing sentiments, along with work benefits, diversity statistics, the importance of certifications, and of course average salaries to name just a few topics covered. After reading through the results, here are my 5 main takeaways:

  • Certifications are growing in importance

The crisis has resulted in a huge increase of professionals upskilling; this is due to a combination of increased free time and job losses. Certifications are the best way to beat the competition in this increasingly difficult environment according to 61% of professionals surveyed, who believe certifications give you the edge in the job market. This along with the fact that getting certified can increase your salary by up to a reported 22% makes the decision whether to get certified or not an easy one. This was echoed by 80% of respondents who agreed Dynamics certifications were important towards increasing earning potential. Now is the time to upskill and safeguard your career!

  • The rise of working from home

The most obvious impact of Covid-19 on our working lives has been the shift from office to remote. The increase in related benefits offered such as a company laptop (73%) has followed, with 60% of respondents being offered homeworking. It will be interesting to see if this continues as restrictions across the world are beginning to ease, but it certainly seems the pandemic has changed our way of working forever. A company laptop and flexible/ remote working options have continuously been the most desired benefits when looking at past editions of the survey, so if this continues, job satisfaction will surely be boosted within the Dynamics workforce.

  • Equal rights are being championed

69% of respondents see their employers as being equal rights champions, which is hugely positive. Obviously, there is some way to go to reach the remaining 31%, however this signals change for the better across the industry. This along with 61% of employers promoting racial and ethnic diversity, and 56% hiring and retaining mature employees, is a resounding success. I hope this will continue and grow across the tech sector as a whole.

  • Increasing workload for partners

51% of employees working for Dynamics partners have seen their workload increase over the last year, and this was prior to the effects of the Coronavirus. This is a keen reflection of the digital skills gap, which will only be widening with the increased demand on cloud and digital in terms of keeping businesses and economies functioning. It is crucial that more people are encouraged into the tech sector in order to relieve the burden from these existing Dynamics professionals. This will be sure to further boost diversity within the ecosystem also.

  • Increased adoption of Dynamics 365

Since its release in November 2019, there has been an increase in take up from both new customers and existing users. 41% of end users, an 5% increase on last year’s result, are using Dynamics 365, with a further 19% expecting to use it in the future. The move to the cloud has been instrumental to this increase, and Dynamics 365 only looks to keep building momentum and customer base.

If you’d like to read the full report, and find out the average salary for your role and location, please do take a look here: https://www.nigelfrank.com/microsoft-dynamics-salary-survey/

Hope it helps..