Hello, I posted the question below a few days ago but have not had any responses I’m not sure if it’s because I posted to an incorrect forum or if what I’m asking cannot be done, but I’m trying this forum instead. I'm fairly new to Dynamics and have done some research online but cannot seem to find an answer. Can anyone help with the following I have a sub grid on the Contact record which displays a LEADS related to the contact. The contact is also related to an account, the situation is there could be 10 contacts from the same account who are also leads so on each of the ten contact records there will be a lead sub grid with a view showing columns like name, topic, source and so on. I want the info from the ten different views on the individual contact records to cascade up to the main account record. The aim being a user can look at the account record and see in a single view at the account level all the related lead info e.g. name, topic, source. Is this possible with the basic functionality, I don't want to use any code. Thank you Ladga
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Forum Post: Sub grid roll up
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Forum Post: Business process flow issue for existing records Dynamics 365 upgrade from CRM 2016
After we upgraded from Dynamics CRM 2016 to Dynamics 265 V8.2 . We noticed that "new business process flow entity" is created for each business process flow, but they do not contain any records. Right now business process flow workd fine for new record but existing records cannot be opened. It throws a general error. I tried to create relationship record manually for existing case record in "n ew business process flow entity" and I was able to open the record. So the solution for all the forms with business process flow to work for existing record is to create relationship record in respective entity. My question : 1. why were records not created by upgrade process?. 2. How to I create theses records in bulk?
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Blog Post: How to call CDS/ Dynamics 365 action from Microsoft flow (Power Automate)
Calling actions from Microsoft flow is now just a cakewalk. All you need to is to use the Common Data service (Current environment) connector introduced in flow. This is not to be confused with the Common data service connector which is there for quite sometime now. If you are not accustomed to this connector, I … Continue reading How to call CDS/ Dynamics 365 action from Microsoft flow (Power Automate) →
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Blog Post: Omnichannel for Customer Service – Entities
Recently I gave a presentation regarding Omnichannel for Customer Service at 365 Saturday in Paris, afterwards I was asked a question about the files customers might send in webchat conversations. In this scenario a large volume of attachments were expected and these would need to be managed. Therefore they wanted to know where the attachments were stored. In this post I hope to answer that question and more! After the event my flight back to Birmingham was delayed … meaning, thanks to “flybe” I had some unexpected spare time! Whilst waiting for my plane I experimented with how attachments are stored. In the end my flight was delayed for longer than I expected …. so I also investigated other data relationships connected with Omnichannel for Customer Service. In this post I will answer the original question and give some additional insight into the entities behind Omnichannel for Customer Service. So lets start with my original question “ How are attachments stored from webchat conversations? “. Within The Omnichannel Administration app we can define if file attachments are required. And if these can be sent by customers and / or agents. I think the person speaking to me in Paris was right to ask a question about this! As in some scenarios customers might routinely send multiple pictures of issues. This could quickly consume large amounts of disk, so knowing the location of the attachments would allow us to monitor storage and delete the images after a period of time. (or maybe move them into a cheaper storage location.) Below you can see a screen shot from my Omnichannel Administration app, this shows how I’ve configured the chat to allow file attachments to be sent by the customers and agents. The simple answer to the original question is that a note is created regarding the conversation with the customer. This note will have an attachment that contains the file sent by the customer or the agent. I guess it would be a pretty simple task to create a bulk deletion job to remove all notes linked to conversations older than “n” weeks or months. If you don’t know, within Omnichannel for Customer Service we have an entity called “conversation”. Its schema name has the more catchy name of “msdyn_ocworkitem”. After each chat is completed a conversation record will be created and this will link to other information. For example, the files transferred as part of a conversation. But I also spotted additional notes being created! So whilst waiting for my delayed plane I started to dig a little deeper. Another entity called transcript is also linked to the conversation entity. Each transcript entity will have a note which contains an attachment called “message.txt”. This txt file contains some JSON which in turn holds the content (transcript) from my conversations. Knowing this exists and that you could therefore access the content of the conversations might be very useful. Incidentally when I looked at the JSON it also contains the GUID of the note containing the attachment from my conversation. Meaning my transcript and any attachments are indirectly linked via this GUID. Tip: You might also want to consider when to run a bulk delete against the notes containing conversation transcripts. Do you really want to store all the text from all your webchat conversations indefinitely! With my delay worsening I bought a notepad and pen from a trusty airport stationery shop. I then completed multiple webchats and started to scribble details for any other entities that had been updated. You can see my carefully crafted and completely illegible notes below! Obviously these scribbles were hard to understand and I’d quickly forget what they meant! So this morning I created a version of them using Visio, as a result I hope the diagram below will make a little more sense. In addition to looking at how notes are used in connection with conversations I also investigated ongoing conversations, sessions, sentiment analysis and characteristics (skills). Importantly: I never set out to document all of the entities / fields connected with omnichannel conversations! But I did end up reviewing more than I expected! So this post shouldn’t be considered a complete picture but will still hopefully give you some useful insights into how omnichannel conversations are stored. Ongoing Conversations – the ongoing conversations entity (msdyn_liveconversation) holds details for the current active conversations. Including the status of the conversation, when it started, current active agent and sentiment. I believe knowing this could be really useful if you wanted to report on the number of current conversations or maybe trigger alerts when very negative conversations happen. Sessions – Each session is linked to one or more conversations. Often you will have just one session record and one conversation. But if the same conversation is opened and closed multiple sessions will exist. Sessions might be really useful as they link to another entity called session participants. The participants being the agents that were involved in that part of the conversation. Sessions could be complex! For example, Agent one might start the conversation, then consult agent two about the issue and finally transfer to agent three. And whilst this is happening a supervisor might monitor the chat. All of this complex process could be reviewed via the sessions entity. Sentiment Analysis – We have a conversation sentiment entity but additionally optionsets on other entities also highlight sentiment information. For example, it might be useful to know that the current sentiment of a live conversation is held in the ongoing conversation entity! Characteristics (aka skills) – skills based routing has been recently added to Omnichannel for Customer Service. We can define skills for agents and workstreams. This information is then used to match the best agents to the right incoming conversations. We also have a number of entities that record which sessions and conversations involved what skills. You might find this useful for reporting, as you could ask questions like “which conversations have happened that needed agents with xyz skill”. Below are my rough notes for each entity; (Again this shouldn’t be considered complete documentation, these notes are just some pointers!) Item Details Entity Ongoing Conversation Schema Name msdyn_liveconversation High level purpose Includes records for all currently active conversations, records get created as incoming chats arrive. Lookups to other entities Workstream Queue Active Agent Customer Comments After a conversation ends the live conversation record will be deleted. Includes an optionset called Customer sentiment (msdyn_customersentimentlabel) which hold current sentiment. (Values include “Very negative”, “Neutral”, “Slightly Positive” etc. Status reason can be open, active, waiting, closed or wrap-up. Item Details Entity Session Schema Name msdyn_ocsession High level purpose Holds a history of conversations and links to participants, create on completion of a session Lookups to other entities Queue Conversation Comments Each Session can have multiple Session Participants (See session participants for details) Item Details Entity Session Participants Schema Name msdyn_sessionparticipant High level purpose Lists the participants in a conversation, shows when agents joined the conversation. (Or supervisors monitored the conversation) Lookups to other entities Session Agent Comments Mode field options include primary, consult and monitor (Shows the “role” the agent took in the conversation) Date time fields show when agent joined, left or was added into the session Item Details Entity Session Characteristics Schema Name msdyn_sessioncharacteristics High level purpose Links the session to conversation characteristics (aka skills related to the conversation) Lookups to other entities Session Conversation Characteristic Comments This entity does not contain the skill / rating! Instead it links the session to the conversation characteristic which will have the skills. Item Details Entity Conversation Schema Name msdyn_ocliveworkitem High level purpose Primary record for the conversation. Each conversation can be related to multiple sessions (As a conversation could be closed and opened again in a new session) Lookups to other entities Workstream Queue Active Agent Customer Comments Notes regarding the conversation will exist for any attachments passed between the agent / customer. Includes an optionset called Customer sentiment (msdyn_customersentimentlabel) which hold current sentiment. (Values include “Very negative”, “Neutral”, “Slightly Positive” etc. Item Details Entity Conversation Characteristic Schema Name msdyn_ocliveworkitemcharacteristic High level purpose Shows the skills associated with a conversation and the skill rating. Lookups to other entities Conversation Characteristic Rating Value Comments Item Details Entity Conversation Sentiment Schema Name msdyn_ocliveworkitemsentiment High level purpose Holds the sentiment details for a conversation. Lookups to other entities Conversation Comments Contains sentiment pulse and transition scores. Contains text field (msdyn_sentimentzone) to state if conversation was negative, positive etc. Item Details Entity Transcript Schema Name msdyn_transcript High level purpose Links conversation to a transcript of conversation, created at end of webchat conversation. Lookups to other entities Conversation Comments Has a note containing an attachment called “message.txt”. The message.txt contains a JSON with all content from the conversation. If the conversation included sending / receiving an attachment “message.txt” will include the GUID of a note containing the attachment. However the note for the attachment will actually be regarding the conversation. In the end my flight left Paris and my “work” was cut short. Hence this post only covers a partial picture of the Omnichannel for Customer Service entities. I guess there will be more I could learn by digging even further …. maybe I’ll use Ryanair next time and “pray” for an even longer delay!! Note: Other unreliable budget airlines are available!! Until my next delayed flight I hope this information answers the question I was set and offers a few extra pointers!
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Forum Post: RE: Sub grid roll up
Hello , I am not sure why you are asking only for 10 contacts, do you want to show specific leads or all related contacts leads? I believe you are aware that we can only add subgrid if there is a relationship and in dynamics 365 , there is already available OOB relationship with Account and lead. So you just need to fill the parent account and parent contact id while creation of lead. Go to account forms and add subgrid with leads.
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Forum Post: RetrieveMultiple Not Trigger on Account view but trigger on advance find
Hi I have a requirement to limit access to data base on security role. So I'm working on a plugin on retrievemultiple message. Basically the plugin check user's security role then add an according filter to the query. I registered the plugin on retrievemultiple message on contact and account. The plugin is triggered on contact subgrid, view and advance find. But for account, it's triggered on advance find, but not the views. I read some other posts regarding activity entity using "rollup" message so I think account is also using a different message that's why the plugin is never triggered. If that's the case is there another way to do this? Thanks
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Forum Post: RE: RetrieveMultiple Not Trigger on Account view but trigger on advance find
Hi , If you registered plugin on retrieve multiple message plugin should trigger in the list view , subgrid and advanved find or sdk call with retrieve multiple method.I would suggest to write some trace log to check ,may be filter condition you wrote is not working. You can check here sample code - goutamdascrm.wordpress.com/.../restrict-advanced-find-entity-record-based-on-security-role-using-retrieve-multiple-plugin
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Forum Post: Opportunity "Close as Won" button does nothing.
We have a new Dynamics 365 instance into which we have migrated an 8.2 solution. We have just discovered that the "Close as Won" button is not working at all. "Close as Lost" is working. I did get it work on the grid view of opportunities. Is this likely to be a configuration issue or do we maybe have some code which is interfering? I wonder if we might have interfered with the ribbon. As far as I am aware it should just be calling the standard MS functionality.
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Blog Post: The Service Trust Portal and Dynamics 365: A Helping Hand to Meet Security & Compliance Needs
When implementing a business system within an enterprise organisation, there are typically several hoops that you have to jump through to assure stakeholders that the system meets all relevant Information Security (InfoSec) requirements. While this process can be often tortuous (I have many battle scars to prove this!), it is a necessary and worthwhile exercise to complete. By ensuring that any new system is developed using best practice approaches and has been configured prudently from a security standpoint will, ultimately, reduce business risk in the long-term. The critical battle around this is ensuring that security does not become an impediment to implementing a new, better business system; instead, you should ensure that all security concerns are addressed up-front as part of any architecture or design. While all of this sounds good for a bespoke developed system, challenges can emerge when implementing a public cloud system, such as Dynamics 365 Sales, Service etc. or its on-premise equivalent, Dynamics 365 Customer Engagement. When deploying these systems, we will have very little control and capability to put in place required security controls or to meet requirements such as performing an in-depth penetration test. Without the ability to meet these requirements or provide any relevant evidence, projects of this nature may fail to get through “the front door” initially and obtain formal sign-off as part of any change management procedure. Microsoft, as a vendor, has typically been very proactive in ensuring that the platforms and business systems they offer via the public cloud can address some of the challenges raised so far. Perhaps less well-known is just where these resources can be found and precisely what resources are available to help validate that a system like Dynamics 365 is secure and compliant with various standards. As I discovered recently, the Service Trust Portal is the place to go for all of this, providing a cornucopia of documentation, certificates and reports to make any InfoSec professional squeal with joy. As part of this week’s blog post, I wanted to dive in and highlight some of the documents and resources available on this that may prove useful if you are trying to get a Dynamics 365 project off the ground. I Take No Credit for Finding This A few weeks ago, Rob Nightingale , a superstar Dynamics 365 community ninja, asked me whether I knew of any resources relating to penetration testing for Dynamics 365 Online. In typical CRM Chap fashion, I was utterly unable to advise. Rob pushed on and was able to find the Service Trust Portal and a lot of the links highlighted below. So all due credit goes to him for finding these resources – thanks, Rob! Diving Deeper into the Service Trust Portal…Or Not My original intention with this post was to dive deep into some of the available documents on the portal, extrapolating some useful bite-size chunks to bat away any general InfoSec questions you may face around Dynamics 365. Unfortunately, though, access to any of the documents listed on this website is subject to accepting a Non-Disclosure Agreement (NDA). Anyone can browse the list of available materials on the site without agreeing to this, however. Therefore, to avoid any potential NDA entanglements, this post will provide a summarised list of the most pertinent documents that Dynamics 365 Customer Engagement professionals may be most interested in grabbing a copy of. All information and associated links are correct at the time of writing this post: D365 Security and Compliance Guide – This general guide provides an overview of how Dynamics 365 meets various security and compliance standards. This guide is perhaps your best first destination, before diving deeper into anything else. Dynamics 365 ISO 27001 Certificate – Validates that the product is compliant with the ISO 27001 Information Security Management standard. Dynamics 365 ISO 27018 Certificate – This certificate confirms that the product is compliant with the ISO 27018:2014 code of practice for protection of personally identifiable (PII) information types within a public cloud product . Dynamics 365 for Customer Engagement PCI DSS AoC – This Attestation of Compliance (AoC) document confirms that the product meets all the requirements concerning the Payment Card Industry Data Security Standard (PCI DSS) , version 3.2.1 Dynamics 365 for Customer Engagement – Penetration Testing and Security Assessment 2019 – This document contains the results of Microsoft’s 2019 external penetration and security testing assessment for Dynamics 365 for Customer Engagement. Microsoft Azure and Dynamics ISO 22301 Certificate – Demonstrates that the product is compliant with the ISO 22301:2012 standard for business continuity management . Dynamics and, specifically, Microsoft Azure, also complies with various governmental security standards. Below is a sample list; I would urge you to check the website in closer detail if you are looking for something more catered to your locality or requirements: Cyber Essentials + Certificate : This validates that Microsoft Azure has implemented the required cybersecurity controls to meet the needs of the UK governments Cyber Essentials + scheme . You can find out more about this scheme in my blog post on the subject. Microsoft Dynamics 365 CRM – ENS Certificate – This certificate confirms that the product is adequate when meeting the measures and controls defined within the Spanish National Security Framework ( Esquema Nacional de Seguridad ) . Dynamics 365 (CRM Online) – IRAP Report on Compliance – This document confirms that the product is compliant with Australia’s Information Security Registered Assessors Program (IRAP) Plain English Translation: What does this all mean? With a lot of acronyms, numbers and complex terminology thrown about in this post, it can be difficult to translate all of this into something more understandable. At the risk of failing miserably, I will now try and provide some brief bullet points that summarise the security and compliance benefits of Dynamics 365 Online and Dynamics 365 Customer Engagement: Adequate controls and procedures are put in place to ensure the system appropriately protects PII types and sensitive cardholder details, with a range of features available in support of this objective, such as field security profiles . The system provides adequate safeguards and security, backed up by documented procedures that are subject to annual audits. As a system that is penetration tested annually, organisations can satisfy any InfoSec related concerns, as there is visible proof the system is routinely tested andy any underlying vulnerabilities addressed accordingly. The platform for Dynamics 365 Online (i.e. Azure) has the appropriate controls and procedures in place to ensure business continuity in the event of a disaster recovery scenario or similar. Regardless of the region or country where your Dynamics 365 online system resides, there is a high probability that Microsoft has adopted or implemented accreditations in line with any legislation or cybersecurity schemes within your locality. These steps, therefore, provides the necessary assurance that the system can be utilised the world over. All of the previous points can be validated and continually evaluated via an openly accessible platform, namely, the Service Trust Portal. Hopefully, this post has been useful in highlighting some valuable resources to ease you in any compliance pressures relating to Dynamics 365 online/Dynamics 365 Customer Engagement – ideally so that you can instead focus on implementing the system, to the benefit of the organisation in question
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Forum Post: RE: Business process flow issue for existing records Dynamics 365 upgrade from CRM 2016
Hope below reference will be useful for you - crmtipoftheday.com/.../
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Forum Post: RE: Not able to Enable "Area that display this entity" on MS CRM on Premise 2016
Hi, Some system entities does not allow to select areas , as those entities used for specific OOB functionality. However you can use XRMToolbox sitemap editor to show the entity in those area.
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Forum Post: RE: Dynamics 365 v9 OnPremise Upgrade Fail
Hi James Rees, I too am facing the same error and I am trying to upgrade the Organization database from 8.2.5.4 to 9.0.6.9. I was able to do that in the DEV and TEST environments just fine, but in the UAT environment where the size of the database is much larger, I am getting this error. Can you let us know what you did to increase the resources on the SQL server ? Did you just allocate more RAM to the SQL Server or was is something else ?
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Forum Post: RE: RetrieveMultiple Not Trigger on Account view but trigger on advance find
Thank you Goutam. I have trace log in my code. But the code is not trigger when I open the list view. Because there is no plugin trace log generated. If it's code's problem. how come it's triggered and generated plugin trace log when I use advanced find for account entity and the data is properly filter in advanced find.
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Forum Post: RE: RetrieveMultiple Not Trigger on Account view but trigger on advance find
Can you please share your code and the screenshot of steps of plugin registration tool.
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Forum Post: RE: Email from the WorkFlow shows a different Time of a DateTime Field.
How do i change these workflow ? how would i know Sync secondary workflow?
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Forum Post: RE: RetrieveMultiple Not Trigger on Account view but trigger on advance find
{ public class ViewFilter : IPlugin { public void Execute(IServiceProvider serviceProvider) { ITracingService tracingService = (ITracingService)serviceProvider.GetService(typeof(ITracingService)); try { IPluginExecutionContext context = (IPluginExecutionContext)serviceProvider.GetService(typeof(IPluginExecutionContext)); if (context.Depth > 1) return; IOrganizationServiceFactory factory = (IOrganizationServiceFactory)serviceProvider.GetService(typeof(IOrganizationServiceFactory)); IOrganizationService service = factory.CreateOrganizationService(context.UserId); //Synchronous //could also be QueryByAttribute or FetchExpression if(context.Mode == 0 && context.MessageName.Equals("RetrieveMultiple") && (context.InputParameters.Contains("Query")) && (context.InputParameters["Query"] is QueryExpression)) { QueryExpression query = (QueryExpression)context.InputParameters["Query"]; //get calling user's info Guid userId = context.InitiatingUserId; //check team membership var userQuery = new QueryExpression("systemuser") { ColumnSet = new ColumnSet(false) }; var teamLink = userQuery.AddLink("teammembership", "systemuserid", "systemuserid"); teamLink.LinkCriteria.AddCondition("teamid", ConditionOperator.Equal, new Guid("********-****-****-****-***********")); userQuery.Criteria.AddCondition("systemuserid", ConditionOperator.Equal, userId); var isMember = service.RetrieveMultiple(userQuery).Entities.Count != 0; tracingService.Trace("Is Team Member? " + isMember); if(isMember) { ConditionExpression access = new ConditionExpression { AttributeName = "cust_access", Operator = ConditionOperator.Equal, Values = {true} }; query.Criteria.AddCondition(access); } } } catch (Exception ex) { tracingService.Trace("ViewFilter Plugin Exception: "+ ex); } } } }
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Forum Post: RE: "An unexpected error occurred" is being Displayed Timeline Control in Unified Client Interface Dynamics 35 CRM
Same issue here on Ipads
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Blog Post: Using Timer Control In PowerApps (with problem scenarios and Business use cases)
Hello Readers and Viewers This blog/video is part of my quick tip series. We are going to look at how…
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Forum Post: RE: "An unexpected error occurred" is being Displayed Timeline Control in Unified Client Interface Dynamics 35 CRM
This issue has been happening in ours also, and only for Unified client interface only. The following error occurs:
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Forum Post: RE: MSDN Product Key for Dynamics 365 v9 On-premises
Did you ever get media or a pre-keyed installer? I have tried your approach and it did not work for me.
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