Microsoft Dynamics 365 – Page 51 – Nishant Rana's Weblog

Install Voice Channel in Omnichannel – Dynamics 365 Customer Service

Make sure all the prerequisites are in place –

https://learn.microsoft.com/en-us/dynamics365/customer-service/omnichannel-provision-license#prerequisites

https://admin.powerplatform.microsoft.com/environments

Select Resources >> Dynamics 365 apps

Select Manage for Omnichannel for Customer Service – Telephony

It will open Dynamics 365 Administration Center | Omnichannel page

Click on Add environment

Select the required environment and click on Next.

If we do not have the required subscription for a particular channel we will get the below error

Next for Voice, select Add Voice along with Voice and Messaging preview terms.

Keep clicking on Next till confirmation (add other channels if required)

The confirmation page will show all the selections and details.

Clicking on Finish starts the installation process.

After around 1.5 -2 hours or so we could see the installation being successful.

If we want to add another channel e.g. SMS, select the SMS tab and save to start the process.

This starts the update

After an hour or so we see the status as installed for both Voice and SMS.

On opening the Customer Service Admin Center app, we can see the option of getting started with a voice demo.

Assign the account you are using the Omnichannel Agent and Omnichannel Admin role (even if you are a system administrator you need this role to start with the voice demo, admin to configure and agent to test)

It will create the workstreams, acquire a phone number, create a voice channel, power virtual agent, etc. for the demo

After around 2 minutes or so, we will have our voice demo setup done.

We can open the agent app which is either Omnichannel for Customer Service or Customer Service Workspace App and can call the phone number configured to test the application.

We can see the following workstreams created for Voice and Voicemail channels.

The demo telephony workstream 1

The agent receiving the notification

*At times we have faced an issue when there is a bot configured, so in case you are facing any issues, try removing the bot from the workstream

Hope it helps..

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Use the Marketing only field to identify automatically generated marketing contact records – Dynamics 365 Marketing

The form-matching strategy defines what field(s) will be used to find the matching record.

Can be found at – Dynamics 365 Marketing >> Settings >> Lead Management >> Form Matching (Outbound)

We then associate the form-matching record with a marketing form.

So if a contact with the same email address is found, the record will be updated, if not then a new contact record will be created, on form submission.

Now to identify these auto-created contact records, we can make use of the out-of-the-box Marketing Only Boolean field. The system populates this field for the contact records created as part of marketing form submission.

We can find the field in the Contact form – Details tab >> Marketing Section.

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Omnichannel Real-time analytics reports (Preview) – Dynamics 365 Customer Service

The Real-time dashboard consists Summary, Ongoing conversation, Agent, and Voice report.

To enable it – Login into Customer Service Admin Center >> Operations >> Insights >> Report Settings >> Real-time Analytics (preview)

Enable it –

After a couple of minutes, we can see the Dashboard added to the Customer Service Workspace app.

Within the Summary, we can get the details of any ongoing conversation, KPIs, etc.

The ongoing conversation report shows the details of all the ongoing conversations

The agent shows all the real-time details about the agents

We can select an agent from Agent List and click on Details to show additional details about the agent.

Finally, the Voice report shows details specific to Voice Channel / Queues.

Get all the details here – Real-time analytics dashboards (preview)

Hope it helps..

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Contact’s Originating Lead – originatingleadid is not valid for update – Dynamics 365 / Dataverse

Recently we were writing a plugin that on the creation of a lead updates the originating lead of a contact record. The value was neither getting updated nor we were getting any errors.It was after we spent a good amount of time debugging, realized that this field cannot be updated.So basically, we can specify a value for it during create of contact but cannot update it.

Hope it helps..

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How to – Identify Dynamics 365 Marketing Application App and its corresponding environment

We can easily identify the Marketing App and the environment in which it has been provisioned.

https://admin.powerplatform.microsoft.com/

We can find the unique name of the environment/organization suffixed with the name of the app i.e. Dynamics 365 Marketing Application for the configured app.

Navigate to the environment’s Advanced Settings >> Customizations >> Developer Resources

We can find the Unique Name of our organization there

Hope it helps..

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Moving Marketing Email, Journey, Events, etc. between environments – Dynamics 365 Marketing

To move Marketing configurations/data from one environment to another we can make use of the Configuration Migration Tool.

Open the tool, and create the schema file. Connect to the source environment.

Select and add the real-time marketing email table – msdynmkt_email Soure email.

Next, we are going to select the real-time marketing Journey table – msdynmkt_journey

Source Journey.

Lastly events – msevtmgt_event

Source events.

Click on Save and Export –

Save the schema file and click on yes.

Click on Export data to generate the data to be exported.

Next with the schema and data exported, select Import Data to start the import and select destination organization.

Select the data file exported earlier and start the import process.

The import process gets completed with a warning for the table Event for one of the records.

Let us now check the destination environment.

We can see 4 Email records created and 1 updated, all in Draft Status.

We can see all 4 journey records created.

And 2 event records were created.

In case we want to filter the records or want to make sure records are not updated in the destination, we can select Tools >> Configure Import Settings