Editing Sitemap in Dynamics 365

Work and Study book - Dynamics 365 (CRM) Blog

Prior to the release of Dynamics 365, we are helped a lot by XrmToolbox to edit the sitemap without the need of editing the sitemap XML manually. However, with the release of Dynamics 365, it seems the plugin for XrmToolbox doesn’t support the editing of Dynamics 365 sitemap (given now it is possible for a Dynamics 365 deployment to have multiple Apps and each App can have their own sitemap).

XrmToolbox-Sitemap.png

So, what should we do now? There are 2 options to configure the Sitemap in Dynamics 365.

Option #1: Creating a new App

With the ability to create App in Dynamics 365, we can create a sitemap that is associated to the App. Following the guide from Microsoft on how to configure/design the app: https://www.microsoft.com/en-us/dynamics/crm-customer-center/design-custom-business-apps-by-using-the-app-designer.aspx

Option #2: Editing the Default Sitemap

Editing default sitemap is similar to what we used to do with XrmToolbox. However, with the unavailability of XrmToolbox…

View original post 151 more words

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Multi-Select Picklist control for Dynamics CRM by XrmForYou.com

Very happy new year to all of my blog readers. This is my first post of the year and it could not have started in a better way. I am delighted to announce the new “Multi-Select Picklist control” from XrmForYou.com tools library. Showing a picklist attribute as multi-select is a requirement we get every now […]

via {New Utility} Multi-Select Picklist control for Dynamics CRM — Debajit’s Dynamic CRM Blog

Enhanced Business Rules in Dynamics 365 (Dynamics CRM)

Microsoft Dynamics 365

Enhanced Business Rules in Dynamics  365 (Dynamics CRM)

There have been many changes in Dynamics CRM with release of Dynamics 365.

Business rule is one among those having major changes in after first introduced in Dynamics CRM 2013.

Business rules got new GUI (graphical user interface) to make it easier to understand and create a new Business Rule:BS0.png

A new action added in this update is “recommendation” i.e. we can add recommendation to any field so that system suggest you to fill/select something specific.

We have created a test Business rule on case entity:

Task: If origin of case is “phone call” make “contact” field business required otherwise make it non-business required:

Step 1: Set condition in properties window in left right side.

In our case it’s if on entity case, field “origin” have value “phone call” :

bst0Step 2:  Drag and drop desired component to right mark to perform that action if condition evaluates…

View original post 130 more words

FieldOne Basics

After completing the FieldOne Certification, I tried to list done some important terms and features of FieldOne and how they relate to standard CRM service module entities. As built on top of Dynamics CRM, it uses all the powers of Dynamics CRM with an addition to FieldOne services like Schedule Board, Mobile app, resource pay and advance scheduling algorithm.

The list is more of a quick guide to understand or revise the terms. See FieldOne learning material and other blogs (listed below) for detailed information on each term. Feel free to add more information or correct me in comments section below.

FieldOne Users

  1. Dispatcher
  • FieldOne user who manages work order creation and scheduling.
  • Usually manages work orders using FieldOne web client from Dynamics CRM.
  • Notifies and dispatches a field agent for a particular work order.
  1. Field Agent
  • Field agents are users who visits customer location to provide services.
  • Uses FieldOne mobile application to get notified about work order assignment, work on work order, change status of work order, driving direction, etc.
  1. Manager
  • FieldOne users who analysis data by making use of reports, dashboards, etc.
  • All standard features of Dynamics CRM applicable to reports and dashboard like export to excel.

Important Terms

  • Work Orders
    • Consist of description of the issue or work to be performed, customer information, check list of steps to be followed for completing the work order, location, etc.
    • These are related to a service accounts and not billing account. A customer can have one billing address and multiple service accounts.
    • A particular work order goes through various stages before it is closed. These stages are Create, Scheduled, Dispatched, Serviced, Review / Approval, Invoiced & Inventory adjusted.
    • Work orders can be created manually into CRM or automatically from Case, Order or agreement.
  • Schedule Board
    • Power full tool that helps Dispatcher to schedule work orders and assign resources based on availability, territory, skill set, etc.
    • Shows list of work orders as well as map.
    • Allows rescheduling, updating status and reassigning of work order.
    • Dispatcher can make use of various filters to find right resource to assign to a work order.
  • Skill Types
    • Used to document skills
    • These can be associated with resources and incidents.
    • A resource can be selected for a particular work order based on skills possessed by the resource.
    • Skills related to incidents can be helpful to find right resource who can fulfil incident needs.
  • Accounts
    • Accounts are customers.
    • A customer can have one billing address and multiple service locations.
    • Based on above point, customers are divided in two types as:
      • Service Account
        • These are locations where service is to be provided.
        • Service accounts can be used as billing address too.
      • Billing Account
        • These are locations used for billing.
        • E.g. Head office of a customer.
  • Price Lists
    • Same functionality as CRM price list.
  • Security Roles & FLS
    • Uses standard CRM security roles and Field security profiles.
    • Few OOB security roles specific to field one are (all prefixed with Field Service):
      • Administrator
      • Dispatcher
      • Inventory Purchase
      • Resource
  • Territories
    • Defines service areas.
    • Zip codes are assigned to territories.
    • Resources with similar zip code fall under relevant territory.
    • Work orders are auto assigned to territories based on zip codes.
  • Resources
    • These are users, crews, service center, etc.
    • Resources can be configured to have work hours, time offs, etc. similar to user in CRM.
    • Resources can be paid based on their time tracked for a particular work order and their status like Working hour, overtime, Travel, Break, Business closure, etc.
  • Customer Equipment
    • These are products owned by customers and serviced by field agents.
  • Agreements
    • These are similar to contracts.
    • Agreements can be used to auto create work order and invoices

Important features

  • Scheduling
  1. Manual Scheduling
    1. By using drag and drop of work orders from Work Order list or Map available on Schedule Board.
  2. Scheduling Assistant
  3. Auto Routing Scheduling
  • Sky Mobile App

Additional resource:

https://neilparkhurst.com/2015/12/12/fieldone-sky-work-order-theory/

http://terra.fieldone.com/support/terra/support-faq

http://www.fieldone.com/mobile

https://community.dynamics.com/crm/b/crmandunifiedservicedesk/archive/2015/12/19/fieldone-sky-creating-work-orders

New Dynamics CRM Email Signatures

@ramontebar

Microsoft Dynamics CRM 2016 Update 1 brings Email Signatures as an out of the box functionality. They can be used on Users or Queues (based on Teams).

Create a new email and you will see a new icon on the email designer to insert signatures:

@ramontebar - CRM Email Signatures - New Email Signature button

To create more signatures, go to Personal Settings or, as an admin, Administration => Templates section.

Personal Settings:

@ramontebar - CRM Email Signatures - Personal OptionsAdministration => Templates:

@ramontebar - CRM Email Signatures - Email Signatures administration

Notice Email Signatures is a new entity and it is part of the security roles. So, for instance, if the Customer Service Team requires to use Email Signatures, they should have access to the Email Signature Entity. See below an example security role:

@ramontebar - CRM Email Signatures - Security RoleNote: My current on-line build version is : 8.1.0.362 – DB 8.1.0.359

You can find more information in the following Microsoft CRM article:

https://www.microsoft.com/en-us/Dynamics/crm-customer-center/create-a-signature-for-your-crm-email-or-for-a-queue.aspx

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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.

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

CRM 2011 – How to get the current user from within a dialog

Edgewater Blog

CRM 2011 Dialogs do not provide any easy way to access the currently logged in user’s information.

By creating a new instance of an entity (I create a special entity), the owner field will contain the currently logged in user.

The steps I follow:

  1. Log into CRM and create a new entity, call it new_CurrentDialogUser. You do not have to add any new fields.
  2. Open your existing dialog for editing.
  3. From the Dialog editor, the first thing to do is create an instance of new_CurrentDialogUser.
    • Create a new stage, positioned at the very beginning of the dialog.dialogue graphic 1
    • Click ‘Add Step’ and select ‘Create Record’.
    • Choose the type to be new_CurrentDialogUser.
    • Click on properties. Notice the owner field is presented. Do not populate this field. Instead, when the ‘Create Record’ step executes, it will default the owner to the currently logged in user.dialogue graphic 2
  4. Once the ‘Create Record’ steps executes in your dialog, you have…

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Exchanging data between CRM Forms and IFRAMEs

Salim Adamon - Dynamics CRM Blog

One of the most common requirements when we add content in IFRAMEs or Web Resourses in CRM is to have the ability to communicate with the calling or source CRM form to perform all sorts of operation. This article explains how this can be achieved using the postMessage JavaScript messaging mechanism.

What does postMessage do?

It’s a JavaScript method which was initially created to facilitate cross-origin communication between web pages. There are often valid scenario in which we need to display a page from another website in a new window or in an IFRAME. That’s the easy part. The more complicated part is when there is a requirement to perform some operations on the source page based on a action that occurs on the external page in the new window or IFRAME.

In the example below, consider we have a contact form that displays an external page in an IFRAME…

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