What’s new? Lookup field of type Customer

In normal business scenarios, a customer can be of type Account or Contact in Dynamics CRM. We also have fields of type Customer on some entities like incident which are lookup of type Account or Contact. But the creation of this type of lookup was not possible.

With CRM 2016 Update 1, customizer now has the ability to create Customer field for any OOB or custom entity.

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What’s new? Feedback and ratings on entities

With Microsoft Dynamics CRM Online 2016 Update 1 and Microsoft Dynamics CRM 2016 Service Pack 1, we now have an option to track feedback and ratings from customer for records in CRM with the click of a check box.

  • A new option appears on general tab on an entity customization form called “Feedback” which once checked creates an 1:N relationship of that entity with feedback entity similar to activities.
  • Users can use this entity to enter their response.
  • Feedback entity itself is customizable.

You can enable feedback on entities to allow customers to write feedback or provide ratings for any entity record.

Scenario: Business wants to track feedback received from customers on the customer support experience. In this case you can enable feedback for the Case entity to receive feedback.

In case of multiple ratings against one particular record, with use of simple rollup field the ratings can be consolidated.

References

https://www.microsoft.com/en-US/dynamics/crm-customer-center/enable-an-entity-for-feedback.aspx

https://technet.microsoft.com/en-us/library/dn531078.aspx#BKMK_Feedback