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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In-app or Push notification – Model-driven App – 2021 Release Wave 1 Power Apps / Dynamics 365


With 2021 Release Wave 1, the in-app notifications feature has been added to the Model-driven app, earlier it was only available for Canvas Apps.

To see it in action à

Login to Power Automate

https://us.flow.microsoft.com/en-us/

Create a new flow, select start from blank – Automated cloud flow, make sure the appropriate environment is selected.

Specify the flow name along with the trigger

Here for the trigger, we have specified the condition as contact creation.

For the action, select Send Push Notification V2 (preview)

For Mobile App, we can select either Power Apps or Field Service app to send the notifications to.

Here we have selected Power Apps mobile app.

Your app field will list down all the Model-driven apps available for the environment.

In recipients specify the email address and define the message.

In the Open App option, we can specify whether to open the app or not, on tap of the notification.

Finally, we can specify the entity, form for that entity (or view) to be opened.

We are setting the record id (of the contact record created) that should be opened in the form.

Save the flow.

Creating a contact record will trigger the flow and will send the notification to the mobile as shown below.

We can click on the notification, which takes us to the record as shown below.

Get all details here

https://powerapps.microsoft.com/es-es/blog/now-available-model-driven-app-push-notifications/

Hope it helps..

Improved search experience now adds Quick Actions – 2021 Release Wave 1 – Dynamics 365


Improved search experience added features like easy access of search from within the header

https://nishantrana.me/2021/01/12/improved-search-experience-in-dynamics-365-powerapps/

More details and filters option

Incremental search or real time suggestions while performing the search

Now the 2021 Release Wave 1 adds Quick actions to the search results as shown below.

The quick actions available for accounts, contacts, etc. are

  • Assign
  • Share
  • Email

For the Phone call or activity entity, the options available are

  • Mark Complete
  • Cancel
  • Set Regarding
  • Assign
  • Email a Link.

The quick action are also available within the search results

Search

Read more about 2021 Release Wave 1

https://docs.microsoft.com/en-gb/power-platform-release-plan/2021wave1/

For Posts on

  • 2020 Release Wave 2

https://nishantrana.me/2020/08/14/posts-on-2020-release-wave-2-dynamics-365/

  • 2020 Release Wave 1

https://nishantrana.me/2020-release-wave-1/

Hope it helps

Improved search experience in Dynamics 365 / PowerApps


To enable the new search experience, we need to turn on the relevance search on that environment.

Login to the admin portal and environments section

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

Navigate to Settings -> Features and turn on the Relevance Search


This places the search bar in the header, making it easy to access while navigating across different pages.

With Relevance search turned off à

On clicking the search icon à we are navigated to the categorized search page.

The search result for the term “alex” with Relevance Search on–

Even before we can enter our query in the search box, the search box displays the recent terms (seems like max 3) used for search along with recent records (seems like max 6) accessed.

Provides increment search or real-time suggestions while we are tying the search term

Get all the details here

And must-read article on the new search experience à

https://jukkaniiranen.com/2020/11/make-your-power-apps-search-experience-more-relevant/

Hope it helps..

 

 

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