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:
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” :
Step 2: Drag and drop desired component to right mark to perform that action if condition evaluates…
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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 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.
- 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.
- 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.
- 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.
- 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.
- 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 are customers.
- A customer can have one billing address and multiple service locations.
Based on above point, customers are divided in two types as:
- These are locations where service is to be provided.
- Service accounts can be used as billing address too.
- These are locations used for billing.
- E.g. Head office of a customer.
- 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):
- Inventory Purchase
- 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.
- 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.
- These are products owned by customers and serviced by field agents.
- These are similar to contracts.
- Agreements can be used to auto create work order and invoices
- By using drag and drop of work orders from Work Order list or Map available on Schedule Board.
- Scheduling Assistant
- Auto Routing Scheduling
- Sky Mobile App
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:
To create more signatures, go to Personal Settings or, as an admin, Administration => Templates section.
Administration => Templates:
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:
Note: My current on-line build version is : 188.8.131.522 – DB 184.108.40.2069
You can find more information in the following Microsoft CRM article:
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.
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.
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:
- Log into CRM and create a new entity, call it new_CurrentDialogUser. You do not have to add any new fields.
- Open your existing dialog for editing.
- 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.
- 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.
- Once the ‘Create Record’ steps executes in your dialog, you have…
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What does postMessage do?
In the example below, consider we have a contact form that displays an external page in an IFRAME…
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As mentioned in CRM Team Blog, Voice of the Customer surveys is now a feature in Microsoft Dynamics CRM Online 2016 Update 0.1 and out of preview. Using which you can create surveys to capture feedback regarding your product or service from CRM. Recipient can take the survey on any web enabled device and the response is logged into CRM. This captured data can be utilized for generating reports, analyzing trends and making appropriate changes to your product/service. More information on the product is available here.
Enable CRM tenant for Voice of Customer
Though late as my CRM online tenant was set up in APAC region, yesterday my org was provided with an option to install two new solutions, Voice of Customer and Fantasy Sales team. To use these features, your O365 admin should install and enable these solution for the organization. Details for doing it are available here.
Once the solution is installed and displayed on your O365 page, you can navigate to your CRM 2016 tenant.
Configure Voice of Customer
Successful installation of the solution will add new tab to the ribbon named “Voice of Customer” which contains all related entities.
Before you can start using the service, you are required to enable it.
For enabling it, navigate to Settings à Solutions à Voice of Customer solution.
Select the agreement check box and click “Enable Voice of the Customer” button.
Once this is done, you are ready to start using the feature.
The configuration page of solution also provides you a link to Configuration Entity for VoC.
This configuration entity consists of details like default email template, Organization Id, Content Delivery Network path, etc.
Creating a new Survey
To create a survey, navigate to Voice of the Customer à Surveys and create a new record.
On the New Survey page, we have 3 options
Survey: This page has all configuration related data for the survey like Survey Appearance (Theme, Logo, Redirect URL, Redirect Text, and Header Text), Invitations and Actions, Feedback, etc.
Designer: This page allows us to create the UI for the survey. It provides options to add pages, questions, ratings, etc.
Dashboard: Here we can see the details regarding the response obtained for the feedback.
Once a survey is created, you can preview it from the Survey page itself before publishing it.
No feedback data of the preview will be stored in CRM.
Creating a Survey Activity
** We are creating this manually but I’m sure we should be able to automate it using processes too.
A survey activity can be created from most of the entities in CRM like Contact, Account, Case, etc. We will be creating one form Contact.
Navigate to Contact and open a record for which we want a survey. In the related records, select Survey Activity and “Add New Survey Activity”.
Set the activity details like Regarding, To, Survey, etc. Once saved this will generate the survey invitation Link that can be sent to users for providing feedback.
Executing/providing the feedback
End users can provide feedback simply by clicking the feedback link provided to them. Below is the sample feedback that I created for capturing the session feedback (one of the hobby project I’m working onJ)
Tracking the Survey Response
Survey response can be tracked from related Survey Response for Survey Activity.
I’m still exploring the feature more. Please comment if you have anything to share on same.
In my previous posts we had discussed about how we can connect Dynamics CRM with Power Bi and Power Query. But with the introduction of API in CRM 2016, there is slight change in the OData feed URL generated for CRM 2016.
Using the same process mentioned in older posts but making use of this new OData feed URL, we can achieve same results for CRM 2016 as well.
The url format is [Your Organization Root URL]/XRMServices/2011/OrganizationData.svc.