Category: V9

Bug! Bug ! Bug ! Can’t resolve a case

Hello Readers

We found a major issue with Unified Interface Business Process Flows. Don’t know if it can be termed as a Bug, but had to make the title catchy 😀

Description- Following are the details:

  • BPF Name: Phone to Case Process
  • Stage: Resolve
  • Field: Resolve Case (Clicking this field opens the case resolution form)
  • Field Values: Mark Complete and Closed

Web Client/Classic UI Behaviour

Following screenshot is from classic UI

Clicking on ‘Resolve Case’ opens the case resolution form, as shown below:

Unified Interface Behaviour

All fields on BPF appear except for ‘Resolve case’ which means you have to the “RESOLVE CASE” button on ribbon.

Alternative: Create a custom field, option set or two options until Microsoft fixes this issue. Trigger the “RESOLVE CASE” button action on change of your custom field.

Note: I did read Dynamics 365 for Customer Engagement Readme But it talks about limitations of Action Steps of BPF and not Data Steps of BPF.

Hope Microsoft will fix it soon.

Happy CRMing!!

#D365 #Dynamics365 #CRM # MSCRM #BusinessProcessFlow #Bug #Microsoft

3 INGREDIENTS TO TAKE YOUR PORTAL TO THE NEXT LEVEL – PART III

Read Part II

Third Ingredient: Live Chat

Being responsive to your customers and prospects is very important. Installing Live Assist from Café X certainly helps both your Agents and Customers.

Examples: Live Chat

Prerequisites: You must have the following available in your D365 instance-

  1. Live Assist Solution Installed
  2. Licenses for Café X Live Assist

Scenario: I want to enable my customers to be able to chat with the Agents about shipment delays or any other issues.

Step 1: Installing Café X Live Assist

Go to D365 Admin Centre>>Applications>>Live Assist>>Manage

Manage will take you to Set up Live Assist Page>>Select the instance of your D365 CRM here

Accept the T&Cs and submit then wait for solution to be imported.

Once it’s done, you will see the ‘Live Assist’ Tile on your D365, as shown below:

Click on Live Assist>> Administration>> Enter Details>>Confirm & Authorise

Select an option, if you want to purchase or run a trial:

Click on ‘Get Started’ on the top right corner and then click ‘Start’

Copy the snippet

Note: Before pasting the snippet in D365 Portal Config, remove ‘ and ’ from your snippet

Go to Portals>>Web Templates>>Header and paste the snippet just before where it is ending (this is not mandatory); just paste the snippet anywhere before </script>. Save the form.

And that’s all, you can go to your portal and refresh it. Now you will see a ‘Live Chat’ pop up

Click on Live Chat

User/Agent logged in to D365 can pick up this chat and see all the stats related to it.

Hope this helps.

Happy CRMing!

3 Ingredients to take your Portal to the Next Level – Part II

Read Part 1

Second Ingredient: Charts

Customers logged into the portal always expect easy Interface and better visibility of their orders and its status.

Examples:

Order Status

Shipment Status

Refund Status

Ticket Status

Scenario: I want to show consignments of a customer by consignment status.

Prerequisites: You must have the following available in your D365 instance-

  1. System View of your entity and its GUID
  2. Chart for your entity and its GUID

To get help on getting GUID of a chart and view, visit https://docs.microsoft.com/en-us/dynamics365/customer-engagement/portals/add-chart

Step 1: After completing the above listed prerequisites, go to Navigation>>Portals>>Entity List as shown below:

Step 2: Add entity list of the desired entity to be shown as chart and make sure you have selected the correct System View

Step 3: Replace the following text with the correct GUIDs of view and chart

{% chart id:”Enter GUID of the Chart here” viewid:” Enter GUID of the View here” %}

Step 4: Login to the portal as an admin and click edit on the corresponding page. I am doing it for ‘My Consignments’

Step 5: Select the correct entity List and then click on ‘Language Content’ tab

Step 6: Paste the text from “Step 3” here under Language Content and then click save

All done, following is what your customers will see on login.

Hope you find this helpful.

Happy CRMing! Read Part III

3 Ingredients to take your Portal to the Next Level – Part I

First Ingredient: Inserting Maps

Hello Readers

We all have been asked a question at least in one implementation that can we show a map on Portals. Well this blog is a step by step process on how to show a map for a D365 object on portals.

Examples:

Store Locator

Shipment Tracker

Scenario: I want to show In-Transit consignments of my company on a map of my Portal when the customer logs onto Portal.

Prerequisites: You must have the following available in your D365 instance-

  1. Entity which you want to show on maps
  2. Entity must have the following two fields:
    1. Latitude
    1. Longitude
  3. Bing Map/Google Map API/Credentials

Step 1: After completing the above listed prerequisites, go to Navigation>>Portals>>Entity List as shown below:

Step 2: Create new entity list for the corresponding entity; I am using a custom entity called “Consignment”.

Type a name, map the entity name, select the home page of your portal and select a view respectively, as shown below:

Step 3: Under the ‘Map View’ tab, check mark “Map Enabled”

Select your Latitude and Longitude fields

Select a Map type, I am using Bing maps

In the credentials, enter the key generated by Bing Map for D365. Check the following URL if you need help with Bing Map key generation:

https://docs.microsoft.com/en-us/bingmaps/getting-started/bing-maps-dev-center-help/getting-a-bing-maps-key

Step 4: Now login to your Portal as Admin and edit the desired page where you want to show maps and select the entity list you created above under ‘Entity List’ lookup of Portal edit page.

Save the page.

And that’s all, see the result below:

Hope you find this helpful.

Happy CRMing! Read Part II

Small but useful features Dynamics 365 V9

Multiselect Option Set

You can read about it here: http://dynamicscrmcoe.com/dynamics-365-v9-multi-select-option-set/

But how to import data with multiselect option set is a question and below is the answer:

Taking example of contacts with preferred car, following is a table on how to do it:

Correct format

Sample first Name Sample Last Name Email Mobile Preferred Car
Joe H Joe.h@sample.com +61 467891234 Honda; BMW; Toyota
Andrew Ly Andrew.ly@sample.com +61 467891235 Audi; BMW; Tesla

So, the key is to separate the values by a “;” + space

Incorrect format

Sample first Name Sample Last Name Email Mobile Preferred Car
Joe H Joe.h@sample.com +61 467891234 Honda, BMW;Toyota
Andrew Ly Andrew.ly@sample.com +61 467891235 Audi BMW Tesla

Text Wrap

This is a good one, as now the fields with big labels can be displayed in full J

Currently if we have long text labels, we can’t see the whole text and we must hover as shown below:

1

But if we enable the text wrap settings then we can see the whole text here, as shown below:

2

How to enable the settings? Go to Settings>>Administration>>System Settings>>General Tab>>First Option>>select Yes and click OK

3

Inactivity Timeout

You can now set inactivity timeout for a session along with a warning.

Go to settings>>Administration>>System Settings>>General Tab>>Scroll down>>enter your duration and click OK (as shown in the screenshot below)


4

Hope you find this helpful.

Happy CRMing !