If you are using Dynamics 365 Customer Engagement (CE) in the cloud, then read on...
Microsoft announced that the legacy web client for Dynamics 365 CE won't be available after December 1, 2020. It is recommended that subscribers begin to transition now with the intent to start using the Unified Interface by October 1, 2020. This ensures that any wrinkles are ironed out ahead of time.
To ease a major concern you may have, this transition will not impact the data in your system. Think of it more as a major update.
To prepare our clients we have developed transition documentation to take you through the end to end process.
For customizers: Check out the video below which explains what a model driven app is and how you can customize a model driven app to meet the requirements of your organization.
For End Users: Check out the video below which takes you through navigation tips within the Unified Interface.
Dynamics 365 Unified Interface: Are you ready?
Hold on to your hats because the Unified Interface for D365 is taking us on an exciting and wild ride of new layouts, features, and functionality. If you have not heard the standard web interface of D365 will soon be a thing of the past and will be replaced with the Unified Interface, providing Users across all devices the exact same experience.
Join us for this free webinar which will cover the following topics:
- What is the Unified Interface
- Changes to Navigation, Forms, and Business Process Flows
- New Features being introduced which are only available on the Unified Interface
Date: Thursday December 5, 2019
Time: 11:00AM - 12:00PM EST
Dynamics 365 Mobile apps are handy tools which allow D365 users to access and update their Dynamics 365 environment from anywhere and at any time. Beyond that, customizing what is available on the mobile app is key to ensure that the experience is efficient for both the user and the organization.
A user’s security role must include the necessary permissions in order for them to successfully use the mobile app. If you have used (or copied) an out of the box role chances are high that most of these are already set, but it never hurts to check. And if you have created a custom security role, it is particularly important to confirm that the following privileges and access combinations have been configured.
1. The Dynamics 365 for mobile privilege is the first one to confirm. This privilege is in the Business Management tab of a security role within the Privacy Related Privileges section. Verify that Dynamics 365 for mobile is set to Organization.
2. Validate that the following entities have a minimum of Read access at the Organization level, by navigating to the Customization tab of a security role.
- Custom Control
- Custom Control Default Config
- Custom Control Resource
- System Application Metadata
- System Form
- User Application Metadata
3. Next go to the Business Management Tab. Verify that User Settings is set at the Organization level for Read permission, and the remainder of the privileges have a minimum of User access.
Dashboards also need to be configured for them to be available to users in the mobile app. This is easily accomplished by opening your D365 solution and within the Components area, select Dashboards. Choose the Dashboard which you want accessible from mobile devices, select Properties, then select the box to Enable for mobile, choose OK and save. Then move onto the next Dashboard, which you want available, and repeat the same steps.
You can also limit the entities, as well as form components which display in the mobile app. Navigate to you D365 solution and within the Components area, select the entity you wish to be available on the mobile app. Ensure that the ‘Enable for mobile’ box has been ticked.
Next if you wish to only show certain elements of an entity form, open the main form for the entity, and open the Tab Properties, Section Properties and/or individual field properties, and tick or untick the option for ‘Available on phone.’
Dynamics 365 is a great tool for storing your business data, but if that is all you are using D365 for, then do we have news for you! One of the biggest values of D365 is the ability to create reports gaining valuable insight from your data. These reports can be setup in a variety of ways depending on your environment and organizational needs.
Do any of the above diagrams look familiar to you? If your response is “WHAT ARE THOSE!?” then you, my friend, are missing out! All the above are reports based on D365 data. These D365 reports can be run directly from D365 which gives users ease of access to analysis of business data. There are several types of reporting options available for D365, some are out of the box, while others require a bit more work to setup. With that in mind, many organizations opt to export their data to Excel and then use Excel to create reports, when they could be using these much richer options instead.
D365 out of the box comes with report building functionality, in the form of Charts and Views. Users can setup Dashboards incorporating these components, which can help them take their first step into the world of reporting. The CRM Report Wizard allows users to build reports using filters and conditions, like Views, with a touch more functionality and flexibility over the latter options.
While these out of box options are great, they do have their limitations which is why we also provide external reporting options. SQL and XML Reports are great for generating more complex reports and documents. However, if you are looking for an option that is more robust, and intensely eye-catching, then Power BI is the way to go. Power BI is one the most powerful BI and reporting tools on the market and integrates seamlessly with D365. Power BI allows for powerful drill down capability and smart slicers to filter your data however you like.
Reports are a great way for organizations to better understand performance, and with the various report options available, you are not limited to a specific visualization type. Data can be displayed through bar graphs, pie charts, map representations, grids…just to name a few! Maximizing the reporting options is great for upper management, who want a quick, high-level representation of how the business is doing. But wait there’s more! Automated reports can be generated with a click of a button and often require no additional maintenance once they are setup, reducing time and effort and improving efficiencies.
Goal management in Dynamics 365 is a tool which provides the ability to manage KPIs in just a few clicks. You can use goals to compare targets and actuals for a defined period. And given the fact that Goals is an out of the box feature with Dynamics 365, you can set them up in no time at all. Additionally, since Goals are native to the system, they work seamlessly with workflows, business rules and other various Dynamics 365 functions.
To help you understand how goals work, consider the following scenario:
Your company sells drywall, you, as the sales manager, want to set a revenue target for the overall sales team and then targets for each individual sales team rep who will contribute to the sales team target. With the given targets you want the ability to monitor progress throughout the fiscal period.
To get the results you desire you will need to utilize a couple entities in Dynamics 365 and create a handful of records:
1. Goal Metric: this allows you to set the detailed measurement (amount or count) for the defined goals. You can create multiple goal metric records to measure different elements, revenue and number of panels sold for example.
2. Rollup Fields: the goal metric includes a section where you identify the rollup fields which will be used to track against the metric. You will define rollup fields which will be used to measure both the in progress and actual values.
3. Goal: the entity where you will define who is responsible for the goal, the metric being measured and the target. In the scenario where you are setting an overall sales team goal and then individual goals, you will create multiple goal records (1 for the overall cumulative goal, and then 1 for each sales team member).
All sales records identified will be rolled up against each sales agent’s goal, which are the child goals. Then the child goals will be rolled up to the parent goal, which is the overall sales team goal. You can then set up a dashboard with data components which display goal metrics, allowing you to sit back and monitor results as they start rolling in.
Setting up the native SharePoint integration in Dynamics 365 can greatly benefit your organization. SharePoint allows users to store files, organize them, and provide ease of access to their colleagues. One of the biggest upsides of enabling this integration is that SharePoint offers much more storage space then D365 Sales, so you do not need to worry about your D365 instance running out of storage, thereby incurring steep costs to increase storage limits.
D365 SharePoint integration allows records in D365 Sales to have their own folders in SharePoint, this ensures all files have their own place in the system. This blog will walk you through the step-by -step process on how to setup your D365 SharePoint integration.
Before you get started, ensure you meet the following criteria so the process runs smoothly.
- Dynamics 365 Sales License with System Admin Access
- Office 365 Global Admin Access
Once you have verified the requirements, log into your Dynamics 365 for Sales web client and go to the Settings tab, in the drop-down menu select Document Management.
In the Document Management screen, Click on Enable Server-Based SharePoint Integration.
This will open a pop-up window to walk you through the setup, first simply click Next to start the process.
Next select whether your SharePoint is Online or On-Premises, once done click Next.
On the next screen, enter your SharePoint site URL. Keep in mind your SharePoint should be under the same tenant as your D365 environment, once done click Next.
Once your site has been validated, click Enable and this completes your setup process.
Now that your Server-Based SharePoint Integration has been enabled, you can go back to your Document Management screen and select which entities should be enabled for SharePoint folders.
Click on Document Management Settings and in the pop-up window select the entities which you anticipate storing documents against and click Next.
On the next screen, you can define the folder structure. It is suggested that you choose Account, thereby creating the structure wherein the Account is the primary folder, and associated records fall as sub-folders beneath it. Make your selection and click Next.
Once this is done, click Finish.
That’s it! If all the steps were performed successfully you will now see a document option under your enabled entities which will allow you to store and manage files using SharePoint directly inside D365.
There is a standard site map for all Dynamics 365 instances, but chances are the default site map does not scream ease of navigation for your organization. It is important that Users can easily find the entities they need without hunting column by column, and more importantly they see what they need to see, and ONLY what they need to see.
Dynamics 365 provides the ability to modify the standard site map without coding, allowing everyday users to easily modify the layout, making it a better fit for your business. You will need either the System Administrator or System Customizer role to perform the following actions.
To customize the site map, simply go to Settings > Customizations > Customize the System.
You will find multiple site maps under Client Extensions, there is typically one which contains all apps, and then others which are each tied to a specific app.
In this case, we are using the default one which is labeled “Site Map”.
There are three components that you can easily drag and drop to create/modify your site map. Once you have each of the components added, you can click on each one and configure the properties for each component. And if necessary you can drag and drop the components around to change their order and/or the column they display in. You can also remove components which are not needed.
1. You will need to check the Show Groups checkbox to enable the Group before dragging the Group to your site map.
2. You can choose different Types of components for a subarea, and once you choose an option, irrelevant fields in the pane will be greyed out.
DocuSign for Dynamics 365 brings all the benefits of the DocuSign electronic signature solution to your finger tips inside D365. With a seamless integration into Dynamics 365, you can access DocuSign functions directly from your form’s tool bar. Some of the key functions include the ability to sign and get signatures, track document status, and dynamically pull data from records.
The most known function of DocuSign is the ability to capture electronic signatures which are encrypted and secure, allowing for accelerated turn around on getting those all-important signatures. Consider all the sales transactions in your pipeline which are slated to close, why not simplify the process for you and your customers by providing the option to sign electronically. DocuSign takes the hassle out of the traditional pen and paper approach by allowing users to sign on any device and have it integrated back to D365.
An added benefit is that elements of your DocuSign documents can be dynamically populated from your D365 records. This is a real timesaver, eliminating the need for your team to customize the document each time it needs to be sent to a new customer. In addition to being time saving, it also eliminates human error along the way, providing you the confidence of knowing the document was sent correctly the first time.
A final noteworthy feature of the DocuSign/Dynamics 365 integration is the ability to track the progression of your email and document. This level of transparency provides 100% visibility into the entire process, affording you piece of mind every step of the way.
Did you know that there is an auditing feature which comes standard out of the box with Microsoft Dynamics 365? All you need to do is enable and configure it to your needs and going forward all enabled actions will be logged. Auditing allows organizations to easily track high level record changes, granular field level changes, and user log in within the system.
By default, auditing is not turned on in Dynamics 365, so if you are interested in this feature you will need to enable and configure your auditing preferences. D365 provides the flexibility to enable/disable auditing at the organization, entity and attribute levels. It is worth mentioning that to audit at the field level, auditing must be enabled for the organization and the entity.
Enable auditing at the organization level
1. Auditing setup is under the Settings Tile. Click on Auditing and go to Global Audit Settings. To enable auditing, if not ticked already, tick the box Start Auditing.
2. After either ticking the box to start auditing or confirming it is ticked, you will then need to choose specific entity categories that you want to enable auditing for. In this step, you are simply defining the entity clusters, you will still need to enable auditing for each entity you want to audit within the grouping. Do note that as you hover over each group, a tooltip appears which defines the included entities.
Enable auditing at the entity level
To enable auditing at the entity level, go to Settings > Customizations > Customize the System. Expand the Entities tab and select the entity that you want to turn on auditing for.
The Auditing checkbox is unchecked by default for all entities, once checked, you will be prompted that all fields in the entity are enabled for auditing. If you don’t want a field to be audited, you can either disable auditing on a field-by-field basis or mass select fields and edit their audit setting (enabled or disabled).
Check auditing history
Audit history is stored under each record, you can simply open a record in Dynamics 365 and click on the drop down beside the record on the top navigation bar. You will be presented with an “Audit History” where you can view all audited data changes.
You can also access a summary of all audited data by navigating to Settings > Auditing > Audit Summary View.
The ability to retrieve and display the audit history is restricted to users who have certain security privileges: View Audit History and View Audit Summary. There are also privileges specific to partitions: View Audit Partitions and Delete Audit Partitions.
The following list identifies the data and operations that can be audited:
- Create, update, and delete operations on records
- Changes to the shared privileges of a record
- N:N association or disassociation of records
- Changes to security roles
- Audit changes at the entity, attribute, and organization level. For example, enabling audit on an entity
- Deletion of audit logs
- When (date/time) a user accesses Microsoft Dynamics 365, for how long, and from what client
What if your most depended upon customer service rep leaves the company and no one else on the team has the level of knowledge he had on various topics? Or at the most granular level, wouldn’t it be incredibly useful if canned suggestions surfaced when opening a service case for a customer?
There is no reason to spend excess time and money researching and troubleshooting the same (or similar) issues repeatedly. Plan ahead and build a knowledge base which withstands the test of time (and turnover) and is shareable both internally and externally.
Knowledge Articles in Microsoft Dynamics 365 provide the ability to create articles with versioning and translation functions. Building a base of Knowledge Articles allows Customer Service Reps to reference and utilize the information to deliver accurate and consistent information to customers, while following the organization’s processes.
By providing access to the article directly from a Case record, the rep can link the article to the case, thereby documenting its inclusion as a step for resolution. Not only can the rep use the information as an assist to themselves, they can opt to share the article with their customer, who may prefer to “do it themselves.”
Knowledge Articles not only benefit reps, who now have answers at their fingertips, those that administer the articles also have something to gain. Analytics are measured which provide article insights for content managers. A couple key stats are how many views each knowledge article has, and the Cases which have been associated to the article. These statistics allow administrators to not only evaluate which articles provide the most value, but ultimately it may provide intel into where there may be a bigger issue which needs attention.
It is worth mentioning that the topic discussed herein is an updated feature which has gone through a handful of iterations throughout the years with Microsoft Dynamics CRM. This most current version introduces some major improvements and enhancements over previous iterations. Do note, that while you can continue to use the legacy Knowledge Base Articles, it is good practice, and a Microsoft recommendation, to transition to the Dynamics 365 Knowledge Articles, as they provide improved capabilities and translation support. Microsoft has confirmed that the legacy Knowledge Base Articles will be deprecated sometime in the near future.