Interactive Service Hub- No Results When Searching KB/Articles

Hello Readers

With the launch of Dynamics 365, there seems to be a problem with ISH List and Global Search. When you try to search a Knowledge Article by Keyword or Title or any other field; you get ‘No Results Found’. This is what you see:

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Why is this happening?

Apparently, Microsoft Product Team forgot to add any search columns in the ‘Quick Find View’. J

Resolution

Go to settings>>customization>>Entities>>Knowledge Article>>Views>>Quick Find Views>> Add Find Columns like Keywords, Title etc.

Save & Close, now publish all customization

Refresh your ISH and wait until all customizations are downloaded

Now your search will work

Following Screenshots might help:

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Hope you find this helpful.

Happy CRMing !

 

Field Service- Tips & Tricks

Hello Readers

This blog of mine, will certainly take few of your confusions away, on Field Service. I have tried to keep it simple, but you can ask questions to me any time J

Change Colour of Statuses on Schedule Board

Many a times, you have this requirement to match the colours with your organization’s colour theme and you wonder, how to change colours on the schedule board. Well, it’s really simple to fix, follow the screenshots below:

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Go to Field Service>>Administration>>Booking Statuses

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Open any of the statuses and pick your preferred colour from the ‘colour picker’

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Save the changes.

How to make work order visible on Schedule Board?

First things first, technically, it’s not the work order on Schedule Board. it’s related records to a work order, which gets generated automatically by an OOB Plugin. These records are:

  • Bookable Resource Booking (What you see in the calendar)

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  • Resource Requirement (What you see in the bottom of Schedule Board under ‘Unscheduled Work Orders’)

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In order to schedule a work order, you must configure a territory in the system by going to Field Service>>Administration>>Territories

Now as highlighted below, click on the ‘settings’ button on SCHEDULE BOARD and apply territory filter.

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This will enable you to see work orders (Bookable Resource Bookings/Resource Requirements) on Schedule Board.

**This will also narrow down your map to your territory instead of the world map J 😀

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How to differentiate between the Push Pins on the Map?

if this has confused you a lot, here’s the answer:

S.No. Type Detail Image
1 Full Colour filled Pins This is actually a resource; all resources are randomly given a colour by the system. it can’t be configured.      10
2 Red colour Pin with Question Mark These are your unscheduled Work Orders.     11
3 Coloured Circumference Pins These are your scheduled work Orders; the colour tells you about the status of work order. once completed, it will not be visible on the map.     12

Using Schedule Assistant

I am not sure about everyone, but every time I tried to use ‘Schedule Assistant’ to schedule my work order, it never worked. So here’s a tip:

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When you click on that button, you reach this page:

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You need to checkmark ‘Ignore Duration’ and then click on search again. if you’re not very particular about ‘Characteristic Rating’, you can set it to ‘Any Rating’. if you still can’t find resources, select the ‘territory’.

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Can I have multiple work orders for a single case?

Yes, you can. OOB system has this Business Process Flow -Case to Work Order, which allows you to create a work order only when you have ‘Resolved’ a case. But your clients may have scenarios to have multiple work orders against a case, here’s a trick:

After you have done this, you might receive a query builder error, read this for resolution: https://community.dynamics.com/crm/f/117/t/227184

How to manage Billing/Service Account lookup of work order? (if, you have a B2C scenario)

Your client can be a Government organization, providing support to the residents FOC and they do not need Billing or Service Account. But, its mandatory to have them to create a work order. Here’s a trick:

Case to Work Order (1:N Mapping): I have mapped Case Customer to Work Order Service Account

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Now ‘Billing Account’ is defaulted equal to ‘Service Account’, its OOB and then I have make those field ‘Visible by Default’ as No. J

Configuring the mobile app for Field Service

it is very important to know, that a lot of things can be customized for Field Service Mobile App. You need to download RESCO Mobile -WOODFORD Solution for that. its free for 30 days and then you can buy a plan. You can configure, what should be visible on Mobile App, you can even design the mobile forms. But its quiet simple to configure and does not need much explanation.

Download WOODFORD here http://www.resco.net/mobilecrm/woodford.html

Import the managed solution to your MS CRM by going to Settings>>Solutions>>Import

Once done, open WOODFORD configuration and follow instructions here https://www.microsoft.com/en-us/dynamics/crm-customer-center/install-the-field-service-mobile-app.aspx

Hope you find the post helpful!

Happy CRMing !!

Query Builder Error on Case Form

Hello Readers

—Quick One—

With the launch of Dynamics 365, there seems to be a problem with case form. This issue comes up when you:

  • Install Field Service and try to link cases & work orders or
  • You change something in the Case Business Process Flow

There can be other’s as well, but I have experienced it by doing the above two.

So, you see a ‘Query Builder Error’; people like me would think ‘I don’t even know, how to build a query?’ 🙂 Why am I getting this error?

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In most cases, you will be able to download the log file, which will show you “‘Incident entity doesn’t contain attribute with Name = ‘CaseResearch_LinkControl” or similar message about another field.

Solution: Go to settings>>Processes>> Business Process Flows (Case)>>Check all the flows and see if there is a field called ‘Resolved'(Yes , this has been added in Dynamics 365). Remove it and you will no more receive query builder error.

You might still face difficulty to resolve it, if you have installed ‘Field Service’; do let me know about it.

Hope you find this helpful.

Happy CRMing !

#Dynamics365 #MSCRM #FieldService #Case #Incident

Project Service Automation- Form Load Issues

Hello Readers

——Quick One—-

As we all know, Project Service Automation module is one of the best add on for MS CRM, for any IT/ITES or Project based organization, in order to deal with Project Contract and Quotations etc. However, with the launch of Dynamics 365, there are some issues currently going on with it.

Issue1: When you add quote to an opportunity, Quote form- Project information changes to the default quote form, which makes it difficult to enter/view Project Details. Project Information form is loaded for few seconds and then quote default form is loaded back.

Issue 2: Moreover, Quote-Project Information page has ‘Project Based Lines’ hidden, so you can’t edit them on the quote form

Solution 1 for Issue 1: When on opportunity form, make sure that you switch to/default Opportunity-Project Information form and not others. Now when you add a quote, it will jump to Quote-Project information form. It works for me, but for many it might not work and they need to check Solution 2 for Issue 1.

Solution 2 for Issue 1: Make a copy of both default Quote form and Quote-Project information form. Now, deactivate earlier versions of both the forms. Set the Project information form as default and do rearrange the order of the form.

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Solution for Issue 2: Set visible as default for Project based lines sub grid. Go to settings>>customization>>customize the system>>Entity>>Quote>>Forms>>New Quote-Project information form>>Double Click- Quote Lines Tab and set visible as default; Hide the Product based lines sub grid.

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Hope it resolves your issue…

Happy CRMing !

Deal with Dynamics CRM Online Like a Pro

Hello Readers,

In this blog, I have tried to include useful tips for MS CRM Online. Most of the times, we are not aware of them and we end up raising a ticket to Microsoft.

You can download the tool here: https://orgdborgsettings.codeplex.com/

It is on codeplex and is supported by Microsoft.

Tested Version: MS CRM 2011, 2013, 2015 & 2016 (not Dynamics 365)

keep-calm-and-do-it-like-a-pro-5

Increase Export to Excel Record limit

For MS CRM Online the OOB limit is 10,000 records. You can increase it to any number but my personal opinion is don’t set it over 50,000 as it then starts throwing SQL Timeout error. Go to OrgDBOrgSettings and set MaxRecordsExporttoExcel and change the limit to 50,000 or less

Do not create contacts on email tracking

We know how easy it is to achieve but on an individual user level. But when it comes to MS CRM Online, we just get short of ideas on How to bulk update all users personal options. Well it’s much more easy than we thought. Go to OrgDBOrgSettings and set AutoCreateContactOnPromote as FALSE

Select your error notification preference

Go to OrgDBOrgSettings and set ClientUEIPDisabled as FALSE, this will disable the ‘send error report’ pop up which annoys all the users J

Sharepoint Folder Nomenclature

When you integrate MS CRM & MS Sharepoint, the folder name for each record of CRM in Sharepoint will have a nomenclature like Name+GUID, but to our users it does not look good. Here’s a simple trick to make your folders appear just by Name and not Name+GUID. Go to OrgDBOrgSettings and set CreateSPFoldersUsingNameandGuid as FALSE

Implicit Sharing

Read more about it here: http://blog.dorrekens.com/index.php/list/165-on-implicit-sharing-team-ownership-and-reparenting

You can disable it by changing DisableImplicitSharingOfCommunicationActivities to TRUE

Customise the Alphabet filter on any Grid/List view

It is linked to JumpBarAlphabetOverride; Read https://support.microsoft.com/en-gb/help/2494984/how-to-customize-the-alphabet-bar-for-the-crm-application-grids-for-microsoft-dynamics-crm-4.0 for more information

Change default entity for Regarding Lookup

Change SetRegardingLookupDefaultEntityType to contact and now Regarding will default to Contacts Lookup view. Here: https://bhattketan.wordpress.com/2015/12/07/change-default-lookup-setregardinglookupdefaultentitytype/

Sort Email on Social Pane

Currently, Emails are sorted by Modified on (Descending), you can change it Received on (Descending) by SortEmailByReceivedOn to TRUE

Get information about related KBs here https://support.microsoft.com/en-gb/help/2691237/orgdborgsettings-tool-for-microsoft-dynamics-crm

Hope you find it helpful..

Happy CRMing !

Business Process Flows in Dynamics 365-Part II

This is in continuation of the topic ‘Business Process Flows in Dynamics 365-Part I

Now let’s see, how does Business Process Flows looks on CRM forms:

Colours have changed 🙂

I am in the second stage and have selected ‘Project type’ equals “Implementation”

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I am in the second stage and have selected ‘Project type’ equals “Support”

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Many a times, my clients have asked me about the ‘timer’; user must be able to see ‘How much time they have spent in current stage?’; No worries! here it is 🙂

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You even get to see ‘Total time spent in this process’, cool that! 🙂

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Icons have changed for next and previous stage button

Previous Stage  22   Next Stage

Just in case the process flow is irritating you, click on hide hide

A new button for multiple actions on Business Process Flows is introduced, called ‘Process

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Click on that and you see, Switch Process, Edit Process & Abandon Process

We must be aware about Switch Process and Edit Process because of the availability in previous versions, if not:

Switch Process: it helps you to switch between multiple Business Process Flows, enabled for any entity at a given point of time. Basically, if you have multiple process flows which are not automated based on form type or any field and by mistake you started working on an irrelevant flow, you can switch process

Automating Switch Process Flows: (Refer this) https://community.dynamics.com/crm/b/develop1/archive/2013/09/20/how-to-change-process-and-stage-programmatically

Edit Process: All users will not be able to see this option as this requires specific privileges, usually with System Admin. This feature helps you in modifying your Business process flow, right from the record level instead of going to>>settings>>processes; you can edit it from here

Abandon: Coolest of all J Abandon process will stop your process flows time, then and there. It even turns the process in to grey (deactivate) for this particular record. You can either switch to other process or reactivate this later.

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Abandoned processes will be archived and can be reactivated, if required.

Hope you find this post useful!

Drop your questions & suggestions in the comment box below.

Thank you for reading!

Happy CRMing!!

 

Business Process Flows in Dynamics 365-Part I

Business Process Flows have been an integral part of Dynamics CRM since version 2013.

We should use Business Process Flows, if we want Users to follow same set of activities while executing a sales or service process (or may be a defined type of sales or service) while interacting with clients.

What’s new??

  • Designer
  • Trigger a workflow

Designer

Major UI Changes in the Business process flow designer. Much simpler, visio like experience and that’s why its lot easier for non-technical people to design and understand.

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Finally, drag and drop is here in the process designer. It’s as quick as a MS Visio diagram; once you understand it J

You can drag & drop conditions, stages, steps and workflows

Take note of the points mentioned in the below URL, while designing:

https://technet.microsoft.com/en-us/library/dn887193.aspx?f=255&MSPPError=-2147217396#Points

You can connect a condition to a stage

You can take a screenshot by clicking on ‘snapshot’

You can cut, copy and paste; the steps, stages and conditions. how cool is that? J

 

A workflow can be triggered on entry or exit of any stage. The workflow must be on the entity, for which this stage is created.

Enough of blabbering, now let’s see how we can create a Business process flow, with all the above mentioned charms.

Scenario: We will create a flow for Sales Team; working on both Implementation and Support Projects. I am going to include 4 unique entities in my flow (max. limit is 5)

  • 2 Stages on Lead
  • 1 on Opportunity
  • 1 on Quote
  • 1 on Order

Go to settings>>Processes>>New

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As you can see, it can also be run as a ‘Task flow’ for mobile clients. For more info, check this https://rajeevpentyala.com/2016/04/16/task-flow-crm-2016/

As soon as you hit ‘OK’, following screen will pop up:

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On your right, you have drag & drop options:

As you can see in the screenshot below, there are four components-

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Let’s start with adding stages, drag stage to the designer

Give it a name and click apply

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Add steps to this stage, by clicking either on ‘details’ or ‘+Add’ button

On your right, you will see filed options to select from (make them required on your wish)

you can also define the sequence, from the Properties panel on the right

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Add the second stage of Lead, I have custom field on Lead, ‘Project type’ having options; Implementation and support

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It is mandatory to have your condition field on the stage from where you want conditions to evolve.

So now, I am going to add conditions (You can add Yes/No conditions as well); these are very similar to ‘Branch’ which we used to have in the previous versions of CRM

 

If ‘Project Type’ equals Implementation

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If ‘Project Type’ equals Support

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What I want to achieve here is, If ‘Project type’ is implementation, next stage must be DEMO otherwise, it should be TAILOR SUPPORT PLAN

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Adding another stage now and merging the two opportunity stages to the next one

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Click on stage ‘Test Support Plan’ and then click on connector

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Click on ‘connect’ to see first and second point of this condition

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Now click on 2nd point, to establish a branch

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Adding the last stage ‘Place Order’, my process flow looks like:

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Workflows can be added at any stage entry or exit. Keep in mind that the workflow must be related to the stage entity and an on-demand workflow:

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Hope you find this post useful!

Drop your questions & suggestions in the comment box below.

Thank you for reading!

Happy CRMing!!