Open forms, views, and dashboards through URL in Dynamics 365 Mobile / Tablet App


Recently we had a requirement to open an existing lead record within the Dynamics 365 Mobile App from another app.

Using the application handler for mobile clients this can be achieved.

Custom browser protocol – https://nishantrana.me/2020/09/22/use-custom-browser-protocol-to-launch-desktop-applications-from-dynamics-365/

We can either open an empty create entity form or an existing record by passing the GUID of the record.

Similarly, we can open a view and dashboard.

Below is the URL format

ms-dynamicsxrm://?pagetype=[entity/view/dashboard/create] &etn=[EntitySchemaName]&id=[GUID]

ms-dynamicsxrm://?pagetype=[entity/view/dashboard/create] &etn=[EntitySchemaName]&id=[GUID]

To open an existing lead record we would use the below URL

ms-dynamicsxrm://?pagetype=entity&etn=lead&id= e5975ea3-531c-e511-80d8-3863bb3ce2c8

Say for e.g. below is the lead record we want to open in the Dynamics 365 Tablet app from a desktop application.

The Windows Form Application –

On the click of the Open Lead button, the lead record is opened in the tablet app as shown below

In case we are not logged in to the app, it would ask us to sign in first and after successful login, it will open the lead record.

The same from an HTML page

The same is the experience for the mobile app.

Clicking on the link in the browser opens the Dynamics 365 Mobile App with the lead record specified in the id.

Similarly we can open a View, Dashboard, or the Create form for an entity.

Get all the details here –

https://docs.microsoft.com/en-us/powerapps/developer/model-driven-apps/open-forms-views-dashboards-mobile-client-url

Also check out the custom workflow activity for it 

https://github.com/demianrasko/Dynamics-365-Workflow-Tools/blob/master/docs/Entity%20Mobile%20Deep%20Link.md

Check other posts on Dynamics 365 Mobile App 

https://nishantrana.me/2020/05/12/dynamics-365-for-phones-and-tablets-blog-posts/

Hope it helps..

 

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Macros in Omnichannel and Customer Service Workspace – Dynamics 365


Macros enables users to perform the set of sequential actions – repetitive and monotonous –  in a more process complaint manner, which can be reused across different sessions, making it faster, more efficient and less error prone.

To define a Macro, navigate to Omnichannel Administration app > Agent Experience > Macros

Check other posts on Omnichannel 

The interface is similar to Power Automate with some predefined automation actions.

Session Connector has the following actions >

Omnichannel Connector has the following actions >

Flow Connector has the following actions >

Productivity Automation has the following actions >

Get all the details here –https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/macros

Now back to our Macro, select Productivity Automation trigger.

Select the action Start macro execution.

Select Clone current record.

Specify the title of the cloned record.

Let us create a new Agent Script with Agent Script step having Action Type as Macro.

Agent Script – https://nishantrana.me/2021/03/02/agent-scripts-in-omnichannel-and-customer-service-workspace-dynamics-365/

Navigate to Omnichannel Administration > Agent Experience > Agent Script and create a new Agent Script.

Follow it by adding a new Agent script step.

Below is our Agent script step record

which is associated with the Agent Script record

Now to test it let us open an existing record within a new session (Shift + record click) within Customer Service Workspace.

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

Select Clone Record for the record to be opened in the new session.

As expected selecting on Clone Record – opens the clone of the record in a new Tab as shown below

We can also check the run history of the Macro using View run history option

That was a very basic example we saw, now with the option of running flow i.e. Run Flow as Macro using the Flow Connector, the possibility is limitless.

Hope it helps..

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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..

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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Activity Logging – Dynamics 365 Apps


Microsoft 365 Security and Compliance Center – provides easy access to the data and the tools to manage the compliance need of an organization, and also can be used to review the different data processing activities within Dynamics 365 Customer Engagement apps.

It required Microsoft 365 E3 or E5 subscription and is only available for Production environments.

The events logged are –

  • CRUD, Export to Excel, SDK Calls.
  • CRUM and backend activities performed by the support engineer.
  • Report – viewed, exported, multimedia assets shown in the Report

For this first Auditing needs to be enabled in the environment.

Navigate to Settings > Administration > System Settings > Auditing Tab

Navigate to Compliance Center

https://protection.office.com/

Search > Audit Search Log and
Turn on auditing.



To try the new experience within the Compliance center

https://compliance.microsoft.com/auditlogsearch?viewid=Search


After around 1 hour or so, the settings got enabled.


As specified Office 365 logs are being prepared, if we try searching we’d get blank results


Below are the list of Dynamics 365 and Power Apps activities that can be tracked


Around after 3 hours or so – we saw the results appearing.

Export has 2 options –

Save loaded results –

Download all results –

At the same time there we 51 records in Audit Summary View.

Apart from searching for an audit log, we can also define an audit retention policy as shown below

Get the sample files here –

https://drive.google.com/file/d/1akifraP1NCV-KgmA-8ROhm8r4h0tAcLi/view?usp=sharing

https://drive.google.com/file/d/1s_EbJ4hraDl6YEVUCMkOe6bQbXCJu_5-/view?usp=sharing

Get all the details here

https://docs.microsoft.com/en-gb/microsoft-365/compliance/search-the-audit-log-in-security-and-compliance?view=o365-worldwide

Hope it helps..

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

Hope it helps..