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Tuesday, 28 June 2016 00:00

Take the Guesswork out of Case Management

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Running a well-oiled support desk is not for the faint of heart. There are so many moving parts…Does the customer have a support agreement? Does the contacting party have authority to open a support ticket against the agreement? What is the issue? Is the issue covered under the support agreement? What is the expected turn-around time? How does this relate to its priority in the queue? Which support resource should be assigned the ticket? Is the support resource staying on top of the ticket? 

Did you know there is a whole area inside your Dynamics CRM environment that is fitted with tools to manage your support operations? It is neatly tucked away in Settings under Service Management and contains a slew of menu items to manage the many facets of the support process. 

Through the combined forces of Service Level Agreements (SLAs) and Entitlements you are armed with a pairing which allows for a flexible support model. SLAs offer variable levels of support, with varied turnaround times and price points, while Entitlements allow you to define the variable by which support is measured (time vs count), who can open support tickets against the agreement, the products/services covered under the agreement, and the channels by which a support ticket can be submitted.

Depending on how support tickets are received, Automatic Case Creation & Update Rules may prove to be a mighty ally. This feature automates the process of creating/updating records based upon predefined settings and conditions. One such condition is whether an Entitlement exists for the submitting customer. Take your automatically created cases, and make use of Routing Rule Sets, which read the properties of the Case and route the records to your various Support Queues to be picked up by your Support Resources to be worked on. It is worth noting that Routing Rule Sets can also be applied manually if your support tickets reside in a “bucket” for assignment.

For in depth details about Service Management, tune into this webinar.

To learn more about Dynamics CRM and other solutions we offer consulting, hosting, and support for, visit our Solutions page. Also be sure to check out our Training page, which provides valuable resources right at your fingertips.

Stacey Mancuso, CRM Certified Application Specialist, WebSan Solutions Inc. a 2014 Ontario Business Achievement Award Winner for Sevice Excellence

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One of the most notable features of the new release of Microsoft Dynamics GP is an improved version of the web client. The web client allows users to access some of the system’s capabilities on-the-go, and gives IT professionals the deployment option of providing users with a URL to log into the system. Below, we list the most significant improvements and how GP is now easier to use than ever before.

1. Integrated search functionality

Apart from finding the window or the report that you need, the integrated search functionality will bring up a list of all the open windows and reports that are relevant to your search term and criteria. With this feature, users no longer need to remember where a specific window is. By typing the window name into the search field, the web client will immediately hyperlink to it.

2. Support for a variety of web browsers and mobile devices

The web client, which was previously only accessible using Silverlight and Microsoft browsers, can now be run through iPad, android tablets, Internet Explorer, Microsoft Edge, Google Chrome, Mozilla Firefox, and Safari, since it uses the latest release of the universally accepted hypertext markup language – HTML 5.

3. Enhanced user experience

The user interface has been refreshed, with the banner now enabling users to log in and log out and indicate which company they’re logged into. The new web client also has the distinctive feel of Office 365 with the Office banner.

To learn more about the new features of Microsoft Dynamics GP 2016, click here or contact us

Linz Tan, Web Marketing Assistant, WebSan Solutions Inc. a 2014 Ontario Business Achievement Award Winner for Service Excellence

Friday, 13 May 2016 00:00

Must Know Dynamics CRM Tips and Tricks

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Being part of the help desk support team affords me the opportunity to learn about little idiosyncrasies in Dynamics CRM. And I like to pass along these sweet nuggets to our loyal blog readers in case you find yourself in a similar pinch.

Have you ever wanted to add ‘Company’ to an existing Lead view, and the field is nowhere to be found?

In order to see the field, you need to perform a bit of trickery…

ü  Choose any other entity from the ‘Record Type’ dropdown,

ü  Then switch back to the Lead entity

ü  Click on the Display Name column, sort and re-sort, and like magic ‘Company’ will display

 

 

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From a View, have you wanted to filter by a specific column, but found that the sort option for that column is not available? Similarly, when performing an Advanced Find Query, a field that you would like to exercise a query filter against is not shown in the list of available fields to select from?

CRMblog-3

The reason for this is actually quite simple to remedy. The field has not been defined as ‘Searchable.’

To resolve, go to Settings à Customizations à Customize the System à Expand Entities node à Select Entity and expand à Fields node à Select Field à Change Searchable to Yes à Save, Close and Publish.

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When performing a Global Search, records you assumed would show up, don’t?

ü  Confirm that the entity has been enabled for Search. Settings à Administration à Select Entities for Search

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ü  Also ensure that the fields are selected in the Quick Find View for the entity.

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 Last little tip -- When creating a View, you cannot configure sorting on a column that is related to the entity. You can only configure sorting on the entity for which the view pertains.

To learn more about Dynamics CRM and other solutions we offer consulting, hosting, and support for, visit our Solutions Page and download our free 30-day trial

 

Stacey Mancuso, CRM Certified Application Specialist, WebSan Solutions Inc. a 2014 Ontario Business Achievement Award Winner for Sevice Excellence

Monday, 18 April 2016 00:00

5 Great Microsoft Dynamics GP Resources

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Over the years, the Microsoft Dynamics community has grown and evolved into a worldwide system where end users and partners can network, collaborate, and share their knowledge of GP. There are a number of events that bring us together in person, and resources that bring us together online. Here are 5 great resources that you can turn to for help in the Dynamics GP community:

  • The Dynamics GP Blogster – Mariano Gomez (MVP) provides you with his insightful knowledge of Dynamics GP

[http://dynamicsgpblogster.blogspot.ca/]

  • Community Dynamics – a forum used to ask questions about Dynamics GP and have them answered by GP professionals from all around the world

[https://community.dynamics.com/gp/f/32]

  • Dynamics GP User Group – a communication channel for GP professionals to network and share their Dynamics GP knowledge

[https://www.gpug.com/home/welcome]

  • Dynamics User Group – a forum for end users to ask questions about how to use Dynamics GP

[http://dynamicsuser.net/gp/f/103]

  • Dynamics GP Land – Christina Philips and Steve Endow (both MVP’s) share their knowledge of Dynamics GP

[http://dynamicsgpland.blogspot.ca/]

If you are looking for Microsoft Dynamics GP training and support, look no further! We offer exceptional customer service! View our Dynamics GP support plans and visit WebSan University

Natalie Williams, Marketing Manager, WebSan Solutions Inc. 2014 Ontario Business Achievement Award Winner for Service Excellence

Monday, 11 April 2016 00:00

Navigating the Mobile App for Dynamics CRM

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The newest mobile app released by Microsoft for Dynamics CRM takes the user experience to a whole new level. The newest release is compatible with Dynamics CRM 2015 Update 1 and above. Below are some notable tips and tricks for navigating the mobile app.

Choose your app carefully.When you search in your mobile device’s app store, the familiar, Dynamics CRM for phone express, and the newbie Dynamics CRM for Phones, will be available to select from. The simplest identifier is their distinct logos.

You want to choose Dynamics CRM for Phones.

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This app exemplifies the catch phrase, “Write once, deploy everywhere.” The experience you have grown so used to in your web client is essentially replicated in your mobile experience. As you navigate the mobile app, screens intuitively reformat, making it far more conducive to the smaller real estate, without losing a bit of functionality, including business process flows. As you swipe right and left, you are presented with all the data and all of the fields that are relevant to the entity you are working within.

The out-of-the-box core system entities and their related system views and charts are enabled for mobile access, as well as a handful of system Dashboards. Custom entities can easily be enabled for mobile access, by ticking the box in the entity node. (It is the second option that enables availability for the new app.) 

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You can refine the experience your users will have when accessing forms on their phone, by selectively defining which tabs, sections, and fields display on the form. By default, all of them will show when accessed on the mobile device. By electing to trim things down, you are allowing just the most relevant information to be displayed, which makes locating what a user needs, when they need it, far less laborious. To define what is and is not available, simply open the Properties of the Tab, Section, or Field and check or uncheck “Available on phone.” From any of your entities forms you can preview how the experience will appear when accessed from a mobile device. 

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To enable additional Dashboards for mobile access, open Dashboard properties and tick the “Enable for mobile” box. The same holds true for personal Dashboards as well.

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To round this out, for those that subscribe to CRM Online, you have a fantastic addition to pair with your CRM mobile experience, Dynamics CRM App for Outlook. This nifty little app gives Users the ability to track emails to CRM records, as well as convert emails to new CRM records.

Click here for a full rundown of what this app is all about, plus system requirements from Microsoft.

For the basics of how to navigate the mobile, head over to our YouTube channel and check out Tips and Tricks for Navigating the Dynamics CRM Mobile App.

 

Stacey Mancuso, CRM Certified Application Specialist , WebSan Solutions Inc. a 2014 Ontario Business Achievement Award Winner for Sevice Excellence

 smb1-final  smb2

(SMB Group, 2014) 

Grow efficiently

  •           Microsoft’s ERP products (GP, NAV) and Dynamics CRM can efficiently take your company to the next level as your needs change or your business grows.
  •          Running your business in the Cloud means reduced upfront software cost and no servers to manage.
  •          Plus, you have the ability to add more users as your business grows.
  •          Microsoft’s business solutions are quick to implement and easy to maintain.
  •          Implementing projects takes weeks, not months, with a familiar user experience.

Do business anywhere

  •          Travel on-the-go with all your sales information available at your fingertips, using your mobile device.
  •          Accessing  your financial data using a web browser gives you the freedom to work from anywhere.

Connect with customers

  •          Microsoft Dynamics CRM helps you gain customer insights, grow sales, and maintain customer relationships.
  •          Using Dynamics CRM gives you a 360-degree view of your customer, from previous communications, current cases, products sold, and where they are in the sales cycle.
  •          Use Dynamics CRM’s interactive dashboards to help track your customers and discover new sales opportunities.

WebSan Solutions has incorporated simplicity into every aspect of your experience—from initial purchase and deployment,to ongoing maintenance and upgrades. Microsoft Dynamics GP & CRM can boost your daily productivity and deliver long-term value without complex and costly implementation.

Natalie Williams, Marketing Manager, WebSan Solutions Inc. 2014 Ontario Business Achievement Award Winner for Service Excellence

 

Wednesday, 30 March 2016 00:00

SBA is not as Asynchronous as you might think

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This article was originally published from https://winthropdc.wordpress.com/2016/03/09/sba-is-not-as-asynchronous-as-you-might-think/

Service Based Architecture (SBA) was released with Microsoft Dynamics GP 2015, it covers technologies to make Dynamics GP more accessible to external applications by allowing Dexterity global procedures to be exposed as Web Services. It also allows Dexterity code to directly access and use .Net objects via the .Net Interop.

SBA opens up an entire new world of development opportunities.

As you might have noticed, in the last few days I have posted articles relating to Web Services using Service Based Architecture and the Batch Posting Service Toolkit (BPST).

There is a reason…. I have been working with Neal Santin from WebSan Solutions to implement BPST on their systems. Neal has been a great help to work through some of the issues we found and his assistance is appreciated. He told me of a new issue that he has come across which is the subject of this article.

When they started using BPST to post batches, they found that if they make the web service calls too quickly they would receive a 403 (forbidden) error with the description:

403 – The specified user is not authorized to perform operations in this context

The issue is that the web service call uses credentials to log into a specific user and company of Dynamics GP. Once the web service finishes processing it logs out. As is the same with the full Dynamics GP client you can only log in once for a specific user and company combination.

So if you try and log in again before the web service has finished, you will get the above error message. This issue will be worse on web service calls that take longer to process, such as posting. The issue was that they were generating web services calls faster than Dynamics GP’s ability to process them.

I did double check with my friend Brian Roney at Microsoft and he confirmed that you cannot call a web service using same user until the previous call had completed:

If a call is still processing for a user that user cannot successfully make another call until the first one finishes.

Once Neal and his team worked out the cause of the error they implemented a retry loop to pause and try again if they received a 403 error. However, this method meant staying single threaded (same user and company) and a backlog of web service calls could easily build up.

To get around the issue, Neal came up with the second part of the solution to use a pool of User IDs in rotation so that multiple web service calls can be processed concurrently. Creating additional Active Directory (AD) users and linking them to different GP User IDs allowed for multiple web services calls to launch multiple instance of the runtime engines used for processing SBA web services.

Moral: If you are planning to make heavy use of web services using a single User ID to make the calls, be aware that you might hit this 403 error issue and need to implement some workaround solutions.

Moral 2: A 403 error could just mean that the User ID and Company ID you are trying to use is currently logged into Dynamics GP.

Thanks to Neal for letting me share his experiences.

Hope you find this helpful.

David