The Date and Time data type is used in many times such as Project Start Date, Project End Date, Date of Birth, anniversaries etc. Before the Update, CRM stored all date and time values with the user’s local time zone information. This included User Local format.  The system converted the users’ local time zone to Coordinated Universal Time (UTC) for backend storage and then converted the date and time back to the local time zone for display on forms. When Date and Time data type is selected you can select different Behaviour in CRM 2015 Update 1. The need for such update is sometimes date only format caused confusion basically for Birthdays, anniversaries.  Users would sometimes see a different day displayed depending on their local time zone. The different Behaviours available in CRM 2015 Update 1 are as follows User Local Date Only format always sets time to 12:00 am Time-Zone Independent format saves in UTC on the backend without converting the time-zone This date/time behaviour are not present in On-premises installation.   1. User Local Behaviour The field values are displayed in the current user’s local time. The Format available for User Local Behaviour is Date Only and Date and Time.   Here Project Start Date field is set as User Local   You can change the custom entity field’s behaviour from the User Local to Date Only or to Time-Zone Independent. Before changing the behaviour of date and time field, review all the dependencies, to ensure thet there are no issues as a result of changing  behaviour.   2. Date Only Behaviour The field values are displayed without the time zone conversion. The time portion of the value is always 12:00AM. The date portion of the value is stored and retrieved as specified in the UI and Web services. The Date Only behaviour can’t be changed to other behaviour types, once it’s set. The Format available for Date Only Behaviour is Date Only.   “Date of Birth” field is set to Date only field.   3. Time-Zone Independent behaviour The Time-Zone Independent behaviour can’t be changed to other behaviour types, once it’s set. The concept of a time zone isn’t applicable to this behaviour. The field values are displayed without the time zone conversion. The date and time values are stored and retrieved as specified in the UI and Web services The Format available for Time-Zone Independent Behaviour is Date Only and Date and Time.   “Project End Date” field is set to Time Zone Independent Behaviour   On change of behaviour effect on existing records 1. When Date of Birth field behaviour is changed to Date only:   The Date of Birth field shown here is 9/15/2015 as entered by the user. When this field is retrieved the date/time value returned will be 9/14/2015 06:30:00 PM. Thus the date of birth visible and retrieved is different. In the database UTC date/time is set but in UI it appears different. This value is when the behaviour is user Local behaviour.   Retrieve the value of the Date of Birth field and you will get 9/14/2015. Here the date/time value set will be 9/14/2015 12:00:00 AM. When the record was originally created the date entered was 9/15/2015 and I would have expected it to show as 9/15/2015. However, since the change has not been made to the existing records for this field in database, they are still stored in the original UTC format along with the time. It appears that the UTC date/time is picked and the time part is being set as 12:00:00 AM. Thus before changing, make sure about the dependent fields.   2. When Date of Birth field behaviour is changed to Time Zone Independent   Here the date and time filed visible is 11/16/2015 8:00 AM. When you retrieve this field the value is 11/16/2015 2:30 AM. Thus the date of birth visible and retrieved is different. In the database UTC date/time is set but in UI it appears different. This value is when the behaviour is user Local behaviour.   Retrieve the value of the Date of Birth field and you will get 11/16/2015 2:30 AM. When the record was originally created the date entered was 11/16/2015 8:00 AM and I would have expected it to show as 11/16/2015 8:00 AM. When the field behaviour is changed to time zone independent the time is been changed and data stored in database is picked.  

Enhanced Business Process Flow 2015 Business Process Flow was introduced in Microsoft dynamics CRM in 2013. Business Process Flows in CRM guides users through each step in a defined process to clearly see what steps have been completed, and what needs to happen next. Each stage in a Business Process Flow can be configured to include fields that the business would like to have completed for that stage. This list of fields can include any field available on that entity. These fields can also be represented elsewhere on the form. However, in CRM 2013 Business Process Flows were subject to several limitations Strictly Linear Process: Business processes are designed to work only in linear manner, no branching was allowed. Cannot Revisit The Entity More Than Once: Cannot visit the same entity again in single business process flow. No programmability support Enhanced Business Process Flow in CRM 2015 The improvement made to Business Process Flow functionality is the ability to deploy conditional logic within a defined process, (called Branches). Steps and stages can be configured easily where branching rules are defined. Selection of entity relationships – It can be optional. Branching supports – Single entity, cross entity and also supports multiple entity loops. Entity used in Business Process Flow can be revisited multiple times. Programmability through client API: Programmatically updates process state and hooks on to process events. Let’s implement these improvements in an example, consider a scenario were EazyApp Is a facetious Company which sells Software as a product. The request EazyApp receives on daily basis gets classified as leads, some of them get Qualified if they are further interested in evaluating the trial of the software and also the budget amount is greater than or equal to $5000, if not, then the lead gets disqualified. Once a lead Is interested in Trial and the budget amount is greater than or equal to $5000, the lead gets Qualified and an Opportunity gets created. Once the trial is completed, a new question is asked whether a Quote is required. If no, we close the Opportunity but if it is a yes, we create a quote and deliver the quote. After that, we offer maintenance for the product, if the Opportunity is interested in maintenance, we update the quote, and otherwise we close the opportunity. The following diagram shows a business process flow with branches.   Before Designing Business process flows with Branches for EazyApp take a note of the following Information: A process can span across a maximum of 5 unique entities. You can use a maximum of 30 stages per process and a maximum of 30 steps per stage. Each branch can be no more that 5 levels deep. Branching rule must be based on the steps in the stage that immediately precedes it. You can combine multiple conditions in a rule by using the AND operator or the OR operator, but not both operators. An entity used in the process can be revisited multiple times (multiple closed entity loops). You can go back to the previous stage regardless of an entity type. For example, if the active stage is Deliver Quote on a quote record, you can move the active stage back to the Propose stage on an opportunity record. Only one active process per a record is possible. The stages can be reordered using the MOVE UPor MOVE DOWN arrows within the branch. The stages can’t be moved from one branch to other branches. Let’s look at the example of the business process flow with branches, for EazyApp selling Software as a product. First, we’ll create a new process named EazyApp Business Process Flow. Go to Settings > Processes. Specify the Category as Business Process Flow and for the primary Entity choose Lead. Add the first stage to the process called Qualify and add steps Purchase Time frame and Is Interested in Trial.     After the common Qualify stage, we split the process into to two separate branches, by using the If-Else clause. Notes To add the first branch for a stage, choose Add branch below the stage and specify the If condition. To add the second branch for the same stage, choose Add branch again, below the same stage. The Else clause will be displayed. You can choose Else, to convert it to Else-If, if you have more than two branches from the same stage, or if you want to enter a branch only when certain conditions are satisfied. Choose the green square + (plus) button under the branching rule, to add another condition to the rule. Choose the + Insert stage button to insert a stage at the beginning of the branch. If the Is Interested Trial = Yes & Budget Amount is greater than or equal to $5000 the process branches out to the Trial stage, otherwise, it jumps to the Close stage, in the second branch, as shown below. As you can see above, it will apply ‘if’ criteria to check condition, where we can specify field criteria and save the condition. Once it is saved, it will allow you to insert stage on that basis as shown below. It also allows to add else condition if the criteria to flow the process in another direction is not fulfilled. You can combine multiple conditions using and/or branching techniques as shown above.     Here, it will also allow you to set relationship with another entity. If no relationships exist, then you can set it to none. Likewise, you can create complete Business Process Flow and it can be used as shown below:     Likewise, you can create a complete Business Process Flow and it can be used as shown below: As you can see below, it currently shows only two stages ‘Qualify’ and ‘Close’ and the step ‘Is Interested in Trial’ shows value as No. If you select ‘Is Interested in Trial’ as yes & Budget amount more than or equal to $5000, it will change the flow with additional stages as shown below:   Similarly, after qualifying the lead, it will go to another stage where if you select ‘Quote required’ as yes, it will show some additional stages as ‘Deliver Quote’, ‘Offer Maintenance’ etc. as shown below: This is how you can include business process flow … Continue reading Enhanced Business Process Flow →

Filters plays a very important role in getting the data in a fast and easy manner. AX is designed in such a way that the filters can be used on all the forms. The user can filter the data by providing syntax in the filter field available on the form or by clicking Ctrl+ G. When the user clicks Ctrl+G, a new row is created below the column header of the grid. The following filtering and query options are available when you use embedded filters or queries. Syntax – Value Character Description – Equal to the value entered Description – Type the value to find. Example – Alex finds “Alex”.   Syntax – !Value Character Description –  Not Equal to the value entered Description – Type an exclamation mark in front of the value to exclude. Example –!Alex finds all values except “Alex”   Syntax – From-value..To-value Character Description –  Between the two values entered separated by double periods. Description – Type the From value, then two periods, and then the To value. Example – 10..30 finds all values from 10 to 30.   Syntax – ..value Character Description –  Less than or equal to the value entered Description – Type the two periods and then the value. Example – ..50 finds any number less than or equal to 50.   Syntax – .. Character Description –  Greater than or equal to the value entered. Description – Type the value and then the two periods Example – 50.. finds any number greater than or equal to 50.   Syntax – >value Character Description –  Greater than the value entered. Description – Type a greater than sign (>) and then the value. Example – >20finds any number greater than 20   Syntax – <value Character Description –  Less than the value entered. Description – Type a less than sign (<) and then the value. Example – <50 finds any number less than 50   Syntax – value* Character Description –  Starting with the value entered. Description – Type the starting value and then an asterisk. Example – S* finds any string that starts with S   Syntax – *value Character Description –  Ending with the value entered. Description – Type an asterisk and then the ending value. Example – *ltd finds any string that ends with ltd.   Syntax – *value* Character Description –  Contains the value entered. Description – Type an asterisk, then a value, and then another asterisk. Example – *pvt* finds any string that contains pvt.   Syntax – ? Character Description –  Having one or more unknown characters. Description – Type a question mark at the position of the unknown character in the value. Example – Sa??abh finds “Saurabh”   Syntax – value,value Character Description –  Matching the values entered separated by commas. Description – Type all your criteria separated by commas. Example – 30,80 finds exactly “30” and “80”.   Syntax – T Character Description –  Today’s date Description – Type “T” Example – Enter T and click Tab/Enter, it will bring todays date. The above provided syntax are very useful in day to day activities in AX. User can use the syntax in combination also, by using “&” syntax.  

Below are the steps to be performed, To connect to an external database using ODBC connection, first create a DSN. To create a DSN refer the link https://support.microsoft.com/en-us/kb/300596 Write the below code: Note : The database login credentials are given in the DSN. You can use windows credentials or provide SQL credentials, if required. In the above code, the below lines of code will initialise the connection to the database. sq = new SqlSystem(); loginProperty = new LoginProperty(); loginProperty.setDSN(/*your dsn name here*/); loginProperty.setDatabase(/*your database name here*/); oDBCConnection = new ODBCConnection(loginProperty); The below lines of code will execute the query and store the data in a resulSet. sqlStmnt = strFmt(“select * from ABC”); //write your query here statement1 = odbcConnection.createStatement(); perm1 = new SqlStatementExecutePermission(sqlStmnt); perm1.assert(); myResult1 = statement1.executeQuery(sqlStmt1); We can also execute the stored procedures in the database. Write the below code to do so. odbcConnection = new OdbcConnection(loginProperty); sqlStmt1 = strFmt(“exec [Stored Procedure name]”); perm = new SqlStatementExecutePermission(sqlStmt1); perm.assert(); statement1 = odbcConnection.createStatement(); statement1.executeUpdate(sqlStmt1); CodeAccessPermission::revertAssert(); Suppose you execute more than one stored procedure in the same code, you may get below error. “SQL error description: [Microsoft][ODBC SQL Server Driver]Connection is busy with results for another hstmt” To eliminate this error, write below statement after every stored procedure is executed, statement1.close(); If there are multiple external databases on different servers, then you can create separate DSN to connect to each server. This connection information can be stored in a master table containing the DSN name, the database name. The X++ code can then use the connection details from the master table as shown below. loginProperty = new LoginProperty(); loginProperty.setDSN(masterTable.databseName); loginProperty.setDatabase(masterTable.databseName);  

In this Blog we will walk-through how to resolved CRM 2015 update 1 JavaScript Errors. Below is list of common errors. 1. ‘$ is not defined’ or ‘jQuery is not defined’ Description: You will get above error if you have ever used jQuery function in your JavaScript code. In earlier version of the CRM, we can able to access jQuery library directly but with the new form rendering engine it is not possible to access jQuery library. Resolution: Include jQuery library in your Entity Form Libraries. 2. Behaviour changed for Tab (open/close). Description:  Please refer below example Ex. Read state of the Tab (onTabChanged) Below function will return different result based on Legacy/Turbo form Xrm.Page.ui.tabs.get(_tabName).getDisplayState() User Action Legacy Form Turbo Form Tab Close collapsed expanded Tab Open expanded collapsed 3. Cannot read property ‘getAttribute’ of null (Specific to Product Form) Steps to reproduced: Add new product Navigate to products Click on ‘View the data that will be sent to Microsoft’ Description: Error is encountered because CRM internally trying to access any fields which is not present of the form. By doing more researched I found that ‘Valid To’ and ‘Valid From’ field is required on the Form (Turbo Form rendering engine). Resolution: Please follow the below steps Add ‘Valid To’ and ‘Valid From’ in the form Hide both the field and lock this field on the form   4. + button is not working for Opportunity Product SubGrid on Opportunity form Description: Same problem with Quote/Order product SubGrid view. It is basically product bug in 2015 update 1. Resolution:  Add custom HTML web resource for + sign and hide exiting one. Please find below steps to resolved this issue. Hide exiting SubGrid + sign using Ribbon workbench. Add HTML web resource for + sign. You can refer below code. <html> <head> <meta charset="utf-8" /> <title></title> <style> #plusSign { float: right; margin-top: 18px; cursor: pointer;” } </style> <script type="text/javascript" src="ClientGlobalContext.js.aspx"></script> <script> var GridCustomization = GridCustomization || {}; GridCustomization.data = {}; GridCustomization.parameterObject = {}; GridCustomization.openProductForm = function () { Xrm.Utility.openEntityForm(GridCustomization.data.EntityLogicalName, null, GridCustomization.parameterObject); }; GridCustomization.onLoad = function () { GridCustomization.data = {}; GridCustomization.parameterObject = {}; var id = GridCustomization.getQuerystring("id"); var plusSignAttribute = document.getElementById("plusSign"); if (plusSign && !id) { plusSign.disabled = true; return; } id = id.replace("%7b", "").replace("%7d", ""); id = id.replace("{", "").replace("}", ""); var entityNames = GridCustomization.getQuerystring("data"); var entityLogicalName, entitySchemaName, formToBeOpen; if (entityNames) { var tempArray = entityNames.split("%2c"); if (tempArray && tempArray.length === 2) { entityLogicalName = tempArray[0].toLowerCase(); entitySchemaName = tempArray[0]; formToBeOpen = tempArray[1]; } else { Xrm.Utility.alertDialog("Entity Name is not provided.", null); return; } } GridCustomization.data = { EntityLogicalName: formToBeOpen }; ///current record cab be Opportunity/Quote/Order var currentRecord = GridCustomization.retrieveRecord(id, entitySchemaName); if (currentRecord) { var entityLogicalNameId = entityLogicalName + "id"; GridCustomization.parameterObject[entityLogicalName + "id"] = id; GridCustomization.parameterObject["dynad_currencyid"] = currentRecord["TransactionCurrencyId"] ? currentRecord["TransactionCurrencyId"]["Id"] : null; GridCustomization.parameterObject["dynad_currencyidname"] = currentRecord["TransactionCurrencyId"] ? currentRecord["TransactionCurrencyId"]["Name"] : null GridCustomization.parameterObject["transactioncurrencyid"] = currentRecord["TransactionCurrencyId"] ? currentRecord["TransactionCurrencyId"]["Id"] : null; GridCustomization.parameterObject["transactioncurrencyidname"] = currentRecord["TransactionCurrencyId"] ? currentRecord["TransactionCurrencyId"]["Name"] : null; if (currentRecord["OrderNumber"]) { GridCustomization.parameterObject["dynad_ordernumber"] = currentRecord["OrderNumber"]; } } } GridCustomization.getQuerystring = function (key) { var work = key.replace(/[\[]/, "\\\[").replace(/[\]]/, "\\\]"); var regex = new RegExp("[\\?&]" + work + "=([^&#]*)"); var qs = regex.exec(window.location.href); if (qs == null) return null; return qs[1]; } GridCustomization.retrieveRecord = function (id, entityName) { "use strict"; var req = new XMLHttpRequest(); req.open("GET", encodeURI(Xrm.Page.context.getClientUrl() + "/XRMServices/2011/OrganizationData.svc/" + entityName + "Set(guid’" + id + "’)"), false); req.setRequestHeader("Accept", "application/json"); req.setRequestHeader("Content-Type", "application/json; charset=utf-8"); req.send(null); var data = JSON.parse(req.responseText); if (data && data.d) { return data.d; } else { if (data.error) { alert(data.error.message.value); } } return null; } GridCustomization.getLookupId = function (lookupObject) { if (!lookupObject && !lookupObject.Id) { return null; } return lookupObject.Id; } </script> </head> <body onload="GridCustomization.onLoad()"> <img src="/_imgs/ribbon/NewRecord_16.png" alt="New Line Item" onclick="GridCustomization.openProductForm()" id="plusSign"> </body> </html> Pass parameter to HTML Web Recourse Ex. Schema name of opportunity and logical name of opportunity product. Opportunity,opportunityproduct Make sure checkbox for object-type code and unique identifier as parameter is checked. Register below function onSave event of Opportunity Entity Form to reload HTML web resource for first time when Record is created. function reloadHTMLResource() { if (Xrm.Page.ui.getFormType() === 1) { var iInterval = setInterval(function () { if (Xrm.Page.data.entity.getId()) { clearInterval(iInterval); //reload PlusSign var plusSignControl = Xrm.Page.ui.controls.get(“WebResource_SubGridPlusSign”); if (plusSignControl) { plusSignControl.setSrc(Xrm.Page.context.getClientUrl() + “//WebResources/dynad_SubGridPlusSign?data=Opportunity%2copportunityproduct&id=” + Xrm.Page.data.entity.getId()); } } }, 1000); } }; Note: Kindly replace below text with appropriate value dynad_SubGridPlusSign?data=Opportunity%2copportunityproduct : %2c indicate punctuation mark (,) to split two entity name WebResource_SubGridPlusSign : name of HTML web resource added on the form.  

The 2016 fall preview will be a major release for Online and on premise customers which will emphasis on providing end-to-end Customer Engagement solutions from Microsoft Dynamics. This blog article will put light on capabilities of the Dynamics 2016 release. Marketing SMS Marketing SMS Marketing is focused on both – Inbound and Outbound SMS marketing in selected markets. Inbound SMS campaigns can be configured with SMS keywords to receive opt-ins from target marketing lists. Maintain opted-in and opted-users in different lists Outbound SMS campaigns to be used to actually send out marketing SMS messages to opted-in marketing lists. Tracking performance of campaigns.   Email Marketing Email editor to be enhanced with the ability to see generated HTML. Improved editing experience.   Sales CRM For Outlook App Key sales capabilities are delivered within Outlook. Users can create data in the Outlook application itself like Contacts, Opportunities etc. based on the Email in their Inbox. The CRM For Outlook App. will expand support to include Firefox, Safari for Mac & Outlook for Mac.   Excel Integration Leveraging the capabilities of Excel Online from right within Microsoft Dynamics CRM. Data can be saved back to CRM while maintaining work context.   Information Discovery Trending documents from Office Delve will now be available within CRM.   OneDrive For Business OneDrive for Business has been added to give consolidated view of documents across SharePoint, OneDrive For Business and Office 365 groups within the context of a CRM record.   Document Generation Documents can be built out of CRM data. Data can be extracted by a single click by using pre-generated Word and Excel templates. Authors should be able to manage the predefined templates and use wizard-like flow to design custom templates in Word or Excel. Documents generated from CRM will open as a downloaded document. Exception here is, for CRM Online, Excel documents will open in Excel Online.   Cortana Integration Sales activities, accounts and Opportunities now embedded into Cortana. This will be a preview feature in Dynamics CRM Online 2016 customers.   Customer Service Companies these days look to engagement and experiences that proves to be a differentiating factor for competition.   Voice of the customer A new designer to design questionnaires and send the same to customer to get feedback. Customers can take survey on a computer, tablet or a phone. Once a customer completes a survey, Dynamics CRM triggers follow-up actions. Survey records are stored in customer records in CRM so that salespeople can use the same during a service case.   Interactive Service Hub The new online user experience (UX) design provides intuitive end user experience for customer service roles.   Multi-Stream Dashboard These are dashboards targeted at Tier One agents. Users can view and act on their data from My Activities, My Cases etc. Interactive charts are available to give a visuals of key metrics related to work.   Single Stream Dashboard These dashboards are meant for Tier Two agents. This will consist of a single data stream on the left hand side of the view to show an aggregated view of the workload. Additionally, tiles on the right hand side of the dashboard are available to show data in numbers.   Modern and Intuitive Design Data will be found with reduced clicks and navigation. The guided business process flow is further enhance to show process stage information as a fly out. The timeline provides rich time and record based filtering capabilities. Quick Actions on search results.   External Party Access A foundation that allows external parties such as Employees, Customers and Partners to access CRM data with proper permissions.   Knowledge Management Enables organization to create a single source of knowledge. The new editor provides team to keep knowledge articles approved and updated.   Unified Service Desk Provides service organizations the unique ability to deliver a single agent desktop with access to back-end systems. This release improves the install experience by providing upgrades though Windows Updates.   Service Intelligence A PowerBI dashboard provides Customer Service Managers (CSMs) with an aggregate view of customer service performance.   Social Social Listening & Social Analytics You will now also be able to search board/forums and RSS feeds. In addition to existing sentiment and localization languages, Social Listening will be adding 14 more languages.   Intelligent Social Role-based views to help sales people find leads Potential to automatically detect potential leads vs cases.   Group Collaborations & Custom Roles Introduction of processes and workflows centered around groups.   Social CRM Create CRM actions like cases and opportunities from social posts. These records can be created either from Post View or Social Center.   Social Center Ability to publish tweets and Facebook posts from within the Social Center. Author lookup provides details about the post publisher.   Mobile Mobile Offline Support Microsoft Dynamics CRM Online will get full offline experience with mobile. Ability to create, change and delete records while being offline. This will be automatically synchronized once the device goes back online.   Document Management Ability to view documents in the context of CRM records within the mobile apps.   App-to-app Deep Linking Let’s other mobile apps to directly navigate to CRM records using the link.   Modern Mobile Friendly Experience Addition of variety of modern UI controls. Business Analysts have the ability to bind a data field to a new control. For instance, slider and calendar controls among set of 15 controls.   Task Based Experiences Allows users to focus on the Tasks than Data from multiple entities brought together in a single user experience. This will be a preview feature in phones and tablets.   Mobile Client form preview ‘Configure Once, Deploy everywhere’ paradigm makes it easy for business analysts to visualize configuration changes.   Web Resources and IFRAME In the previous release, support for IFRAME and Web Resources was introduced in CRM for tablets and phones as preview feature. This release will provide support for Windows tablets (Windows 10) as well.   Mobile Management Customers will be able to … Continue reading Dynamics CRM 2016 Fall Preview Features →

Purpose of this blog is to set up Chat Channel for Microsoft Parature. Prerequisite: Parature Enterprise license. Purpose of the set up: Setting up Chat channel for Microsoft Parature will help clients have direct live interaction with Customer Service Representatives (CSR’s) addressing their issues. Steps to set up Chat channel for Parature: Ensure Chat Supervisor Role is being assigned to the CSR. If not assigned, enable the Chat Role and assign Role level as ‘Chat Supervisor’. Go to Setup -> CSR Management -> (CSR) -> Chat Role: Assign the Role and click Save. Enable Pre-Chat questions: Go to Setup -> Chat. Click on Edit. Under Pre-Chat Questions section, enable the Pre-Chat Questions. Under Email Transcript section, enter the ‘From Address’. Click on Update. Create Pre-Chat Questions: Got to Setup -> Chat -> Pre-Chat Questions. Click ‘New Field’. Enter ‘Field Name’ and ‘Field Type’. Field Types available are: Checkbox field. Multiple Check Box field. Dropdown field. Multiple dropdown field. Radio Field. TextArea field. Text field. Email field. US Phone Field. URL field. US Date field. Integer field. International Phone field. See the below figure for reference: Suppose we want to get Additional Note from the end user before the chat begins, we will use text field for getting the note from the user: As you can see in the above image, after selecting the Field Type as Text Field, we get to select the Field Size. Also additionally we can select whether the field should be Required, Shown in Search, Shown in List and Internal by choosing options available on the right side. Click Save. Set up Post Chat Survey: Go to Setup -> Feedback -> Chat Feedback. Enable the feedback. Click on Create new Question. Enter details as shown in below figure: Click Save. By Default the Feedback question will be in Draft state. In order to Activate it, click on activate button as shown in below figure: Go to Setup -> Feedback -> General Settings. Select ‘Show on Chats’. Select your question as Primary Chat Question. Click on Save. Setup Routing Rules for Chat: Go to Setup -> Chat -> Routing Rules -> New Chat Rules Click on ‘New Rule’. Setup your Routing Criteria. For example, we want to setup routing rule based on Account creation date i.e. If Account was created before 1st Jan 2015, Assign it to CSR named ‘Vivek Shah’, we can do it using Routing Rules as below: Click Save. Manage Chat Deployment settings: Go to Setup -> Chat -> Deployments. For Reactive Chat deployment settings, click on ‘Chat Buttons/Links’. For Proactive Chat deployment settings, click on ‘Proactive Chat’. To setup Reactive Chat deployment Click on ‘Chat Buttons/Links’. Enter Deployment name. Select Deployment setting image by clicking in Edit button under ‘Deployment Settings’. Click on ‘Save Images’. Click on ‘Generate Deployment Code’. Check ‘Include Pre-Chat Questions’. Click on Save. To setup Proactive Chat deployment click on ‘Proactive Chat’: Enter name for deployment. Setup Idle time before Proactive Chat Pop-up to 1 minute. Click ‘Generate Deployment Code’. Check ‘Include Pre-Chat Questions’. Click on Save.  

We often have need to send recurring reminders to our users, customers from CRM. We can do it using below solution wherein we will create a task for the reminder. Deletion of which will send out a Reminder Email. For deletion of task we will create a Bulk Delete task, which will run in recurrence. So basically for setting it up we need to do 3 steps: Create a task for Reminder. Create a workflow to send Reminder email. Create Bulk delete task to delete the Reminder task. Create a task for Reminder. Add a new field to Task entity, ‘Reminder’ which will be Two Options. Add new Task activity with name ‘Daily Reminder Task’ and set Reminder field for the same as ‘Yes’ as in below image: Create a workflow to send Reminder Email. Create a new workflow on deletion of Task record. Set the properties for the workflow: Check if the Reminder flag for the Task is set to ‘Yes’. Check subject of the Task to match your reminder task. In our case ‘Daily Reminder Task’. Send Mail to intended public. Re-Create the Task activity with the same name as your reminder task. In our case ‘Daily Reminder Task’. Refer below image: Create Bulk delete task to delete the Reminder task. Create Bulk delete task to delete your Reminder Task. In our case ‘Daily Reminder Task’. Set deletion criteria for the entity. Set scheduling and notification options. Submit the job.

Global Address Book allows Customer/Vendor information mainly addresses and contact details to share across multiple legal entities. For example: Customer/Vendor of one legal entity may be Customer/Vendor in other legal entity or Customer in one legal entity may be vendor in same legal entity etc. In below scenarios explain on how we can share Customers, Vendors and their addresses and contact details across multiple legal entities. Scenario 1 Utcon Engineers Pvt. Ltd is Customer as well as Vendor in USMF Legal entity Scenario 2 Toyo Engineering Pvt. Ltd is Customer in USMF legal entity and also customer in USSI legal entity Scenario 3 Globus Engineering  is Vendor in USMF legal entity and also Vendor in USSI legal entity Scenario 1: Utcon Engineers Pvt. Ltd is Customer as well as Vendor in USMF Legal entity Select USMF legal entity. Click Home > Common > Global Address Book In Global address book form, in new field click on Party to create new party (Party: A person or organization. A party can be internal or external to an organization. Party may be customer or vendor for organization) In party ID for, specify Record type Organization, in name field enter organization name Utcon engineers Pvt. Ltd. Specify addresses and contact details of Party and close the form. Close the form   Now you can see created Party record on Global address form. Now edit Party record (Utcon engineers Pvt. Ltd.) and in Party tab, click on customer to create customer in USMF legal entity. In Customer form, you can see name, address and contact information automatically came from Party record. Enter other information which is required for customer and close the form. You can see created Customer in Accounts receivable or in Sales and marketing module. Navigation: Accounts receivable/Sales and marketing > Common > Customers > All            customers Now go back to Global address book form edit party record (Utcon engineers Pvt. Ltd.) and in Party tab, click on Vendor to create vendor in USMF legal entity. In Vendor form, you can see name, addresses and contact information automatically came from Party record. Enter other information which is required for vendor and close the form. You can see created vendor in Accounts payable or in Procurement and sourcing module. Navigation: Accounts payable/Procurement and sourcing > Common > Vendors > All            vendors   Scenario 2: Toyo Engineering Pvt. Ltd is Customer in USMF legal entity and also customer in USSI legal entity Select USMF legal entity. Click Home > Common > Global Address Book In Global address book form, in new field click on Party to create new party In Party ID form, specify Record type Organization, in name field enter organization name Toyo Engineering Pvt. Ltd. Specify addresses and contact details of Party and close the form. Close the form Now you can see created party record on Global address form. Now edit Party record (Toyo Engineering Pvt. Ltd.) and in Party tab, click on Customer to create Customer in USMF legal entity. In Customer form, you can see name, addresses and contact information automatically came from Party record. Enter other information which is required for customer and close the form. You can see created Customer in Accounts receivable or in Sales and marketing module for USMF legal entity. Navigation: Accounts receivable/Sales and marketing > Common > Customers > All            Customers Now select USSI legal entity. Click Home > Common > Global Address Book Select Party (Toyo Engineering Pvt. Ltd.) and click on edit. Click on customer to create customer in USSI legal entity. In Customer form, you can see name, address and contact information automatically came from party id record. Enter other information which is required for customer and close the form. You can see created customer in Accounts receivable or in Sales and marketing module for USSI legal entity. Navigation: Accounts receivable/Sales and marketing > Common > Customers > All            customers   Scenario 3: Globus Engineering Pvt. Ltd is Vendor in USMF legal entity and also vendor in USSI legal entity Select USMF legal entity. Click Home > Common > Global Address Book In Global address book form, in new field click on Party to create new party In party ID form, specify Record type (Organization or Person), in name field enter organization name Globus Engineering Pvt. Ltd. Specify addresses and contact details of Party and close the form. Now you can see created party record on Global address form. Now edit Party record (Globus Engineering Pvt. Ltd.) and in Party tab, click on Vendor to create Vendor in USMF legal entity. In Vendor form, you can see name, address and contact information automatically came from Party record. Enter other information which is required for Vendor and close the form. You can see created vendor in Accounts payable or in Procurement and sourcing module for USMF legal entity. Navigation: Accounts payable/Procurement and sourcing > Common > Vendors > All            Vendors Now select USSI legal entity. Click Home > Common > Global Address Book Select Party (Globus Engineering Pvt. Ltd.) and click on edit. Click on Vendor to create Vendor in USSI legal entity. In Vendor form, you can see name, addresses and contact information automatically came from Party record. Enter other information which is required for Vendor and close the form. You can see created Vendor in Accounts payable or in Procurement and sourcing module for USSI legal entity. Navigation: Accounts payable/Procurement and sourcing > Common > Vendors > All            Vendors.   Relationship of Party with Customer and Vendor You can check relation between customers or vendors between different legal entities on Party form. In Global Address Book, select party and click on edit and open Relationship fast tab to check relationship between customers or vendors between different legal entities   Summary: By using Global Address Book you can create a business party, define various information like addresses, contact details etc. and by using Party you can create and share customers and vendors across multiple legal entities.  

Email Router is a service that runs continuously to synchronize only emails between CRM and specified Email system. Tasks, Appointments and Contacts are not synchronized using Email Router. Email Router is a separate component available for download and needs to be installed. Note: Only one instance of Email Router should be setup for an Organization. Settings in Dynamics CRM Online In Dynamics CRM Online, make sure the following settings are in place: The Process Email using in the Email Configuration Settings under Settings > Email Configuration should be: Microsoft Dynamics CRM 2015 Email Router. Also make sure, Incoming and Outgoing Email are set to Email Router as shown below.   Additionally, set the user’s mailbox and the Incoming and Outgoing Emails should be Server-Side Synchronization or Email Router marked as Success when a mailbox is approved for Email and is Test & Enabled as well. Download & Install Email Router You’ll need to download the Email Router so that you can install it on your server. Here’s where you can get to download the Email Router: https://www.microsoft.com/en-us/download/details.aspx?id=45017 Run the setup and let the wizard install Microsoft Dynamics CRM Email Router Service. Configuration Profiles Configuration Profiles hold information about the server and authentication methods to the same to which the Email Router will connect to. You’ll need to create one or more Incoming configuration profiles and one or more Outgoing configuration profiles. First, I’ll create a configuration profile for Outgoing email. Enter a suitable Profile Name for the configuration profile you are creating. Chose the direction between Incoming and Outgoing. For this configuration, I’ll choose Outgoing. Since I’m configuring for Exchange Online server, I’ll choose Email Server Type as ExchangeOnline. The Authentication Type will remain Clear Text since this is the only Authentication Type for ExchangeOnline. Check mark the Use Autodiscover as it is a way to obtain the Exchange Web Services URL. This option is available when you select ExchangeOnline. In Access Credentials, I’ll select Other Specified since I want Email Router to authenticate by using the credentials of a specified user. Note: The specified user must have full access to mailboxes. Ideally, an Administrator should be selected. For User Type – When ExchangeOnline server type is selected and Other Specified as the Access Credentials is chosen, options available are Administrator or User. I’ll chose Administrator since I want to enter only 1 credential to authenticate mailboxes. Enter Username and Password in username@fulldomain For Access Type – Use either Delegate Access or Send As access. I chose Delegate Access in this case where I want email to be sent as ‘Send on behalf of’. Similarly, I’d configure the following for Incoming configuration for CRM Admin user, which is as follows: Deployments At least 1 deployment needs to be configured. Deployments hold the information to connect to your Dynamics CRM environment. Create a New deployment in the Deployments I’ll chose the Deployment as Microsoft Dynamics CRM Online since I’m connecting to an Online deployment of my Dynamics CRM. Microsoft Dynamics CRM Server: You’ll need to use ; where, Organization Name can be found in Settings > Customizations > Developer Resources. Note: I’ll be using disco.crm5.dynamics.com/ since my organization is in Microsoft Office 365. Provide Access Credentials of the Administrator mailbox which you want the Email Router to connect to Dynamics CRM Online deployment. Select the default Configuration Profiles that the current deployment will use. Chose from the Incoming and Outgoing profiles created in the Configuration Profiles in the Email Router. Users, Queues and Forward Mailboxes Users, Queues and Forward Mailboxes of a CRM deployment can be managed under this tab in the Email Router application. Select the Deployment created in the Email Router and click Load Data. This will show a list of all the mailboxes for that organization. You can chose any once / all mailboxes and click on Test Access to verify the connection was successful or not. Once you get a success as shown below, your mailbox is now functional. Forward Mailbox A Forward Mailbox is a centralized mailbox which reduced administrative efforts for a mailbox and diverts messages to respective users. Here, your Email Router is set to send and receive Email from and to CRM using the Email Router.