Tag: dynamics365

Sharing multiple knowledge articles

Most of us are aware of the knowledge article functionality within Dynamics 365. For those who aren’t familiar with it, knowledge articles can empower users within any organisation with access to existing information.

Types of knowledge articles can include solutions to common issues, product or feature documentation, answers to frequently asked questions (FAQs), product briefs, and more. Being able to have access to this means that customer service agents can easily answer queries, without needing to spend (lots of) time investigating what’s happening, and find resolutions.

Note: At this point in time, the Knowledge Article functionality is still a restricted table within Dataverse. It requires either a Dynamics 365 plan, Customer Engagement plan, or Customer Service Enterprise plan

It’s great to be able to share information around within an organisation. There is native functionality for this, with the ability to share a knowledge article record directly with other users by clicking the ‘Email a link’ button:

Note: This is performed through going to the to Knowledge Article table, opening up a record, and carrying out the functionality from there. It cannot be done through access to Knowledge Articles on the Case form.

This will create an email (in Outlook) with a URL to the specific record:

This is of course very helpful, but is only internally facing. It’s not possible to send this to a customer who’s having an issue, as the customer wouldn’t be able to access the URL!

It’s also not particularly useful if we think about how customer service agents work, as they’d need to be moving through different areas of Dynamics 365.

Thankfully knowledge management is built into the customer service capability within the system. So for example, when we open a case record, we have the ability to search for knowledge articles directly in here:

This of course works much better from a customer service agent perspective – they have all of the functionality that they need in just one area.

So how can we share information directly with customers? Copying and pasting the information into a chat or email interaction seems quite manual and bothersome.

But there’s no need to do this manually, thankfully! Again, we have in-built functionality to handle this:

Clicking the little email icon on a knowledge article creates an email within Dynamics 365 (so you’ll need to have email enabled for users, to make this work!) with the information copied into it:

OK – this much easier. We can send customers the exact information, so that they then have it to hand.

But here’s a new scenario – what if we wanted to send MULTIPLE knowledge articles to a customer at once? We could of course click the email icon each time, but that results in a separate email being created for each one, which means the customer will be receiving multiple emails. Not the most ideal scenario, surely?

Well, thanks to my amazing colleague Ryan Hunter-Stott, there is actually a way to do this! In fact, technically you could say that there are two approaches, but holistically it’s the same thing – it involves an email.

So, you can either:

  • Select to email the knowledge article to the customer, or
  • Create a blank new email

Within the email message, we have the following option to insert a knowledge article:

Clicking this brings up an interface to be able to search for knowledge articles. Clicking the envelope icon will then insert the information in the email:

Now it’s not possible to select multiple knowledge articles in this window. BUT, it IS possible to click the button to open it up again, and insert a second one. And then a third one!

This can then be sent out to the customer, with all of the information contained in it!

It’s a nice little touch, and I think it definitely beats copying & pasting information into an email manually!

Have you ever thought about this scenario? Did you find this functionality, or end up doing it in a different way? Drop a comment below – I’d love to hear!

Staying up to date with release information

Microsoft releasing new functionality can be an interesting experience, to say the least. As a cloud platform (SAAS – Software As A Service), functionality is released the entire time. A user could log off on Friday for the weekend, and come back on Monday morning to find that something has changed slightly, or a new button is present in the interface. Over time, most of us have come to accept this.

However this is for the ‘smaller’ functionality parts within the system, whether that’s Dynamics 365, or Power Platform related. There are of course two MAIN release announcements each year. These are the Wave 1 (Spring) and Wave 2 (Autumn) release windows, with information announced about what is included in each one publicly. This information usually starts to be available around 4-6 weeks or so before the release starts to hit.

Now that’s not to say that everything within a Wave release is released in a ‘Big Bang’ moment. Far from it actually, based on my experience. Microsoft will announce what is coming as part of the Wave release, along with projected timeframes as to when it will be available. Obviously, just because it’s been announced for Day X doesn’t mean that actually happens, at least for some of the time.

But there’s an inherent time-sink to being on top of all of this information. Firstly, people need to download the Wave release information (there’s one for Dynamics 365, and a second one for Power Platform), wade through all of the information, and somehow then remember it. Let’s just say that this can be challenging for a lot of people…

But what if there was somewhere where we could track this? Well, to date there hasn’t been, at least not until now.

Microsoft have created & made available the ‘Dynamics 365 & Power Platform Release Planner’, which can be found at https://experience.dynamics.com/releaseplans:

So just as a start, this is already MUCH better than the downloadable PDF documents for wave release information (admittedly the information is also available online as a Microsoft document, but still it’s lacking in certain areas).

But there’s more to this functionality than simply presenting a list of areas. Let’s take a look into some of these.

To begin with, there’s the sitemap on the left hand side. This allows us to select a specific area of interest, whether it’s Dynamics 365 or Power Platform (amusingly this reminds me a little of a model-driven app!).

Once in an area, we can then select between Planned features, Coming Soon features, and Try Now features by using the options in the menu bar. This is a nice little piece of functionality, in my opinion, allowing us to see what falls under each ‘category’:

By default, the items are displayed in a list format. However, we’re also able to toggle the view from the menu bar to a release date format, which shows us all items grouped by release month:

There’s also some filtering functionality, allowing us to narrow down the results even further:

Opening a line item (regardless of whether it’s being displayed as a list, or arranged by date) will give further information around the specific item. It also includes a lovely little timeline widget, showing the release dates information, as well as where it’s actually up to currently (which I think is great to have it as a visual reference!):

In here, links are included to documentation around the release overview, as well as specific documentation around the selected functionality item.

Now if this was all that there was, I think that truthfully I would be quite satisfied. It’s a much more modern interface, and really looks nice. I know that various colleagues of mine would be quite satisfied as well.

But….it doesn’t stop there. There’s something else, which is really the cherry on top of the cake icing! So what is it? Well, it’s the ability to create a PERSONALISED release plan information overview.

So on each item of functionality, there’s a button called ‘+ To my plan’:

Note: You do need to be signed into the portal to have this option available to you

Clicking this will add it to a personalised release plan, which you can access from the left-side menu. Here, all of the items that you’ve selected will show up. This is really cool, I think, as it allows you to see the overall picture, but also then focus on just the areas that you’re interested in:

It’s still got all of the functionality available for filtering, date/item sorting, etc. It’s also possible to toggle back to the ‘main’ view of all release information.

So in summary, I think that this is really cool. Admittedly (as it says on the site), it’s in BETA currently. I’m hoping that it’ll stick around, and come out of Beta pretty soon! Regardless, I’m definitely starting to make use of this already in tracking the upcoming features that I’m interested in.

Searching tables within the Modern Advanced Find

Well for a start, I know that the title of this blog post is somewhat of a mouthful. It’s definitely longer than my usual titles! However I felt it important to do so, given the functionality that I’m actually going to talk about…

So here goes!

As part of the Wave 1 2022 release, both for Power Platform as well as Dynamics 365, we have the new ‘Modern Advanced Find’ capability. This replaces the (legacy) Advanced Find interface, which has been around since almost the beginning of Microsoft CRM…that’s quite a few years!

So within a model-app (as this covers both Power Apps as well as Dynamics 365), the classic Advanced Find was a good friend. Though using the legacy interface (& sometimes being VERY slow to load initially), we could create powerful queries through it. Being able to specify conditions, span multiple tables (with needing to understand the data model), we were able to show & filter data as we needed to.

When loading the Advanced Find interface, we could select from any of the tables within the system, with a LONG list presented to us for this purpose:

Now, just because we could see all tables (system & custom) within the list didn’t mean we could view all data within the tables. Oh no – the security roles applied to users limited what we could do.

In fact, users having security roles with NO permissions on certain tables would NOT see those tables appearing in the Advanced Find interface. Even when users had permissions on tables, but these permissions were limited (such as only being able to view our own records), the data results would be filtered based on our security role access to the records within the table.

OK – all good so far. Well, in general – there have been various complaints over the years about the Advanced Find functionality. So finally, Microsoft updated it to the ‘Modern Advanced Find’.

This needs to be enabled by a system administrator in the environment settings:

So in order to access the Modern Advanced Find, we need to do the following:

  1. Click in the search box at the top of the screen
  2. At the bottom, click the ‘Search for rows in a table using advanced filters’ (that’s a mouthful as well, isn’t it!)

After clicking this, we then get presented with the following interface:

Once we select a table (we can only select one table, as this will be the primary table used), we then switch screens to set the filters that we want to use:

Now here’s where things got a little strange. On the filter screen, we can select related tables to the primary table (ie connected through a relationship), and we get EVERY table that’s available for this. So if we’re starting with the Accounts table, we can then select from the following:

So in this list, I can see tables such as Emails, Invoices, and various others as well. In fact, it’s actually a very extensive list (limited, of course, to all tables that have a relationship in place with the Accounts table, and which the user has access to through their security role).

But if I look back at the initial list of tables, I’m MUCH more limited in my choice:

This, to me, was quite confusing. After all, what if I wanted to start the search from a different table – one that isn’t shown in this initial list?

So I started doing some digging. Initially, I thought that these tables are the ones defined in the sitemap (ie the app navigation). This could mean that I’d need to somehow create a section that shows all tables within it, just to be able to have them searchable.

Thankfully, it turns out that this isn’t actually the case. What’s happening is that with the new Modern Advanced Find, tables need to be directly associated to the APP, to be able to show up and use for search purposes.

Actually, there’s some more granularity around this. The list of tables available to search on (as the primary table) need to meet ALL of the following criteria:

  1. Table is part of the model-driven app
  2. Table is enabled for unified interface
  3. Table is valid for advanced find (set on the table settings)
  4. User has read access to the table (handled through security roles)

So essentially, the ability to search tables within an app is now limited to the tables that have been associated to the app itself! This could be very helpful in various scenarios, when users can be quite confused with seeing the entire list of tables.

To do this, we’d edit the app, and add it to the list of tables available through the app designer (note – we don’t have to include them in the sitemap, if we don’t want to display them in the app navigation):

So this now makes sense, and I think it’s a good step forward.

Also thanks to my colleague Bill (who’s an AMAZING Customer Success Manager!) for his collaboration on this.

What are your thoughts on the Modern Advanced Find? Are you finding it better for functionality? Is there something that you feel is missing, or that you’d like to see in it? Drop a comment below – I’d love to hear!

Calculated columns not working with data migration

Interesting title, isn’t it? I thought to do something that might grab peoples attention, and this was the best that I could come up with! So, let’s get into the scenario, the issue experienced, and how we managed to resolve it.

The scenario on this project was as follows. We’ve been implementing a customer service solution for a sales company, that manufacture multiple products, under multiple brands. Currently there are multiple systems used for order entries, which at some point will be moved to a single system.

However for the moment, they’re wanting to be able to carry out holistic customer service across all brands, to be able to enable all customer service agents to have access to the same data, customers able to be serviced in the same way, regardless of brand, etc.

rectangular brown wooden table

As a result, Dynamics 365 Customer Service was the ticket, and has many standard capabilities that addresses the need of the customer.

Now, whilst sales (aka orders) will not be handled within Dynamics 365 itself, we didn’t want the customer service agents to have to look up order information in the ordering systems. Instead, we wanted to be able to bring the sales/order information into Dynamics 365 for reference (at some point it’s likely that the customer will actually use Dynamics 365 capabilities for sales as well).

In order to do this, we’ve had some amazing data architects bringing the data together into Azure Data Factory (ADF)) from the multiple order systems, and then pushing the data into Dynamics 365 (users have read-only view of it).

With bringing in the data, we were looking to capitalise on the native functionality of Dynamics 365, namely the ability for columns to be automatically calculated. An example of this would be bringing in the order line amount, the tax amount, and then having the total order line amount automatically calculated. This is standard system functionality, and when working in Dynamics 365, has many different uses across the system.

Now, it’s important to note here that as we’re not actually handling orders within Dynamics 365, we’re also not holding a ‘proper’ product list within Dynamics 365 itself. However, orders need to show product information on them (bit useless otherwise!), so we’re using the capability of ‘write-in products’.

Note: If you haven’t come across write-in products before, it’s actually a really great item. Essentially, it allows products to be entered for opportunities, quotes, orders etc (wherever products are used), but for when the product/s aren’t in the system product catalogue. Write-in products allow you to simply type the name of a product or service, & then type in the price. This is very useful if, for instance, a product isn’t yet available in the product catalogue, but you still want to be able to quote it. In our scenario, we’re using write-in products to avoid the need to manage the product catalogue itself. It’s also helpful for when you don’t want to use price lists, as all products need to be associated to a price list.

So we start off the data migration, and it’s looking good. No issues being reported by the integration…

But, then users go in to the UAT system to check through things, and find that when looking at orders, the totals aren’t being calculated:

Order line not calculating
Order not calculating either!

Hmm. That’s strange. So we started to look at what could have caused this problem…

  • Is the environment in ‘admin mode’? If an environment is in admin mode, then auto-calculations won’t work at all. Well, the environment wasn’t in admin mode, so it wasn’t that
  • Is there a plugin not firing correctly? Well, this is native Microsoft standard functionality within the platform, so unlikely, but we double-checked to make sure. No, there wasn’t anything causing issues in that dimension
  • Does it work for users, when it’s created manually within the system? Yes, it DOES work when users enter an order/order line with a product. Hmm…this was getting VERY confusing

For clarification, we didn’t want to auto-calculate the information within ADF, and then push it into the relevant Dynamics 365 columns. We wanted to be able to rely on the system working in the way that it should!

Finally, we found out why the calculated columns weren’t working. There’s actually a system setting that governs how this works:

With this set, the auto calculations are now working in the system:

So, thankfully we managed to get this working, and everything went smoothly from that point.

Have you ever been caught out by something similar? I’d love to hear – please drop a comment below!

Security Roles & Assigning Records

Let’s face it, and call a spade a spade (or a shovel, depending on where in the world you happen to be). Security roles are very important within Dataverse, to control what users can (& can’t!) do within the system. Setting them up can be quite time-consuming, and troubleshooting them can sometimes be a bit of a nightmare.

Obviously we need to ensure that users can carry out the actions that they’re supposed to do, and stop them doing any actions that they’re not supposed to do. This, believe it or not, is generally common sense (which can be lacking at times, I’ll admit).

Depending on the size of the organisation, and of course the project, the number of security roles can range from a few, to a LOT!

Testing out security can take quite a bit of time, to ensure that testing covers all necessary functionality. It’s a very granular approach, and can often feel like opening a door, to then find another closed door behind the first one. Error messages appear, a resolution is implemented, then another appears, etc…

Most of us aren’t new to this, and understand that it’s vitally important to work through these. We’ve seen lots of different errors over our lifetime of projects, and can usually identify (quickly) what’s going on, and what we need to resolve.

Last week, however, I had something new occur, that I’ve never seen before. I therefore thought it might be good to talk about it, so that if it happens to others, they’ll know how to handle it!

The scenario is as follows:

  • The client is using Leads to capture initial information (we’re not using Opportunities, but that’s a whole other story)
  • Different teams of users have varying access requirements to the Leads table. Some need to be able to view, some need to be able to create/edit, and others aren’t allowed to view it at all
  • The lead process is driven by both region (where the lead is located), as well as products (which products the lead is interested in)

Now, initially we had some issues with different teams not having the right level of access, but we managed to handle those. Typically we’d see an error message along the following lines:

We’d then use this to narrow down the necessary permissions, adjust the security role, re-test, and continue (sometimes onto the next error message, but hey, that’s par for the course!).

However, just as we thought we had figured out all of the security roles, we had a small sub-set of users report an error that I had NEVER seen before.

The scenario was as follows:

  • The users were able to access Lead records. All good there.
  • The users were able to edit Lead records. All good there.
  • The users were trying to assign records (ie change the record owner) to another user. This generally worked, but when trying to assign the record to certain users, they got the following error:

Now this was a strange error. After all, the users were able to open/edit the lead record, and on checking the permissions in the security role, everything seemed to be set up alright.

The next step was to go look at the error log. In general, error logs can be a massive help (well, most of the time), assuming that the person looking at it can interpret what it means. The error log gave us the following:

As an aside, the most amusing thing about this particular error log, in my opinion, was that the HelpLink URL provided actually didn’t work! Ah well…

So on taking a look, we see that the user is missing the Read privilege (on what we’re assuming is the Lead table). This didn’t make sense – we then went back to DOUBLE-check, and indeed the user who was trying to carry out the action had read privileges on the table. It also didn’t make sense, as the user was able to open the lead record itself (disclaimer – I’ve not yet tried doing a security role where the user has create/write access to a table, but no read access..I’m wondering what would happen in such a scenario)

Then we had a lightbulb moment.

photo of bulb artwork

In truth, we should have probably figured this out before, which I’ll freely admit. See, if we take a look at the original error that the user was getting, they were getting this when trying to assign the record to another user. We had also seen that the error was only happening when the record was being assigned to certain users (ie it wasn’t happening for all users). And finally, after all, the error message title itself says ‘Assignee does not hold the required read permissions’.

So what was the issue? Well, it was actually quite simple (in hindsight!). The error was occurring when the record was being attempted to be assigned to a user that did not have any permissions to the Lead table!

What was the resolution? Well, to simply grant (read) access to the Lead table, and ensure that all necessary users had this granted to them! Thankfully a quick resolution (once we had worked out what was going on), and users were able to continue testing out the rest of the system.

Has something like this ever happened to you? Drop a comment below – I’d love to hear the details!

MB-260: Microsoft Customer Data Platform Specialist

It’s been a while since I’ve taken an exam. Admittedly, this is for two reason. Firstly, the renewal process for exams now (as updated last year) is not to take it again, but rather to re-qualify through Microsoft Learn. The second reason is that I’ve been waiting for some new exams to come out (OK – there’s the DA-100, which is still on my list of things to do…).

Well, there’s a new exam on the block. In fact, it’s a different type of exam – this is a ‘Speciality’ exam, rather than focusing on a specific type of application. It’s the first of its kind, though there are likely to be more to follow in the future.

It’s the MB-260, which is all around Customer Data. That’s right – it’s not about how to do sales, or customer service, or something else. It’s about taking the (holistic) approach to ALL of the data that we can hold on customers, and do something with it.

The official page for it is at https://docs.microsoft.com/en-us/learn/certifications/exams/mb-260https://docs.microsoft.com/en-us/learn/certifications/exams/mb-260. The specification for it is:

Candidates for this exam implement solutions that provide insights into customer profiles and that track engagement activities to help improve customer experiences and increase customer retention.

Candidates should have firsthand experience with Dynamics 365 Customer Insights and one or more additional Dynamics 365 apps, Power Query, Microsoft Dataverse, Common Data Model, and Microsoft Power Platform. They should also have direct experience with practices related to privacy, compliance, consent, security, responsible AI, and data retention policy.

Candidates need experience with processes related to KPIs, data retention, validation, visualization, preparation, matching, fragmentation, segmentation, and enhancement. They should have a general understanding of Azure Machine Learning, Azure Synapse Analytics, and Azure Data Factory.

Note that there’s quite a bit of Azure in there – it’s not just about Power Platform, Dataverse, or Dynamics 365. People who handle reporting on customer data should have various Azure skills as well.

There’s also a new type of badge that will be available:

At the time of writing, there are no official Microsoft Learning paths available to use to study. I do expect this to change in the near future, and will update this article when they’re out. However the objectives/sub-objectives are available to view from the main exam page, and I’d highly recommend going ahead & taking a good look at these.

As in my previous exam posts, I’m going to stress that it’s not permitted to share any of the exam questions. This is in the rules/acceptance for taking the exam. I’ve therefore put an overview of the sorts of questions that came up during my exam. (Note: exams are composed from question banks, so there could be many things that weren’t included in my exam, but could be included for someone else! ). I’ve tried to group things together as best as possible for the different subject areas.

Overall, I had 51 questions, which was towards the higher number of questions that I’ve experienced in my exams over the last year or so. There was only a single case study though.

Some of the naming conventions weren’t updated to the latest methods, which I would have expected. I still had a few references to ‘entities’ and ‘fields’ come up, though for the most part ‘tables’ and ‘columns’ were used. I guess it’s a matter of time to get everything up to speed with it.

  • Differences between Audience Insights and Engagement Insights
    • What are the benefits of each
    • When would you use each one
    • What types of users will benefit from each type
    • How to create customer insights
  • Environments
    • Types of environments
    • How to create a new environment
    • What options are available when creating an environment
    • What is possible to copy from an existing environment
  • Relationships
    • Different types of relationships
    • What is each one used for
    • Limitations of different relationship types
  • Business level measures vs customer level measures
    • What each one is, and what they’re used for
  • Power Query
    • How to use
    • How to configure
    • How to load data
  • Data mapping
    • Different types available to use
    • Scenarios each type should be used for
    • Limitations of each type
    • How to set it up
  • Segments
    • What are segments, how are they set up, how are they used
      What are quick segments, how are they set up, how are they used
      What are segment overlaps, how are they set up, how are they used
      What are segment differentiators, how are they set up, how are they used
  • Measures
    • What are measures, how are they set up, how are they used
  • Data refresh
    • Automated vs manual options
    • Limitations of each type
    • Availability of each type
    • How to set up each type
    • How to apply each type
  • Data Unification
    • What is this
    • How it can be used
    • How to set it up
    • Limitations of it
    • Process validation
    • Changing existing models
  • AI for Audience Insights
    • What is this
    • What can it be used for
    • How to use it
    • Factors that can affect outcomes
  • Security
    • Using Azure Key Vault
    • Capabilities of this
    • How to set it up
    • How to use it
  • Dynamics 365
    • Capabilities for interacting with Dynamics 365
    • How to set it up
    • How to display data, and where it can be displayed
    • What actions users are able to carry out within Dynamics 365

Wow. It’s a lot of stuff. It’s definitely an exam that if you’re not already currently hands-on with the skills needed, I’d highly recommend you get a decent amount of experience with it before taking the exam!

I can’t tell you if I’ve passed it or not…YET!. Results aren’t going to be out for several months, and to be honest, I’m not quite sure how well I’ve actually done.

So, if you’re aiming to take it – I wish you the very best of luck, and let me know your experience!

Omnichannel vs Customer Service Workspace

This is a question that I’m being asked on a semi-regular basis at the moment, so I thought it would be helpful to do a writeup around things. It’s definitely not clear from the outset based on existing documentation. However, being able to speak to wonderful people such as Tricia Sinclair has been amazing in being able to figure out the differences between the two applications.

So, where to start. Well, let’s first of all understand the similarities between the two applications.

Firstly, they are both multi-session apps. To put this in context (as mentioned elsewhere previously) – traditionally Dynamics 365 applications have been ‘single session’ applications. This means that users would navigate around, open/close records, create or edit as necessary. If users wanted to have multiple records open, they’d need to have multiple tabs open, or even multiple windows (yes, I still remember the days before browsers had tab functionality!).

What multi-session means in this context is that users are able to open up multiple records, and switch between them in the same tab. Open records pop into the left-hand navigation bar, and users can easily click between them. Not only that – users are also able to open further tabs within the same record pane, to access further information. These stay open whilst users switch to other records, which is really quite helpful!

So for example, a user could open a case record, then open the contact associated to the case, as well as the account related to the case. They could then further open the knowledge base to search for articles, and so on and so forth. All of these stay open.

Both apps are also web applications – they run in a browser, rather than needing to have a specific software application installed for them (unlike Unified Service Desk).

So, where do they actually differ? Well, this was a bit difficult for me to understand in the first instance, though that turned out to be because I had both Customer Service Workspace as well as Omnichannel configured within the same environment! Turns out that this wasn’t the best approach to take to compare the two, & understand their capabilities. Easily fixed though with quickly spinning up a new trial to install one in.

So with knowing how Omnichannel works (after all, I’ve written quite extensively around it), let’s take a look at the Customer Service Workspace app:

Customer Service workspace overview
  1. The session pane lists all the sessions that you are actively working on. Select the tabs to navigate among sessions.
  2. The Home session returns you to the Customer Service Agent Dashboard view.
  3. Each session has a tab in the session panel. Select a tab to navigate to the session you want to work on.
  4. Select a case to open a new session. A single click on a case replaces your view with the case form. Select the back arrow in the upper-left corner of the form to get back to your previous view.
  5. Select the tabs to navigate to your open activities, cases, forms and views.
  6. Select the + icon to expand the menu to view a list of forms, views, and activities. Select the one you want to open in a new tab.
  7. Select the drop-down selector to filter cases in queues you can choose to work on.
  8. Select Shift + mouse click to open a new session for an activity. A single click replaces your view with the activity form. Select the back arrow in the upper-left corner of the form to go back to your previous vie

Now, without Omnichannel installed in the same environment (& obviously licensed for users), it’s not possible to have native Dynamics 365 channels such as Chat, WhatsApp, etc. Conversations will not appear for customer service agents who are using the Customer Service Workspace.

Note: If you DO have Omnichannel installed in the same environment, and users are licensed to use it, then conversations will show up within the Customer Service Workspace app for them. They’ll have notifications pop up on the screen for incoming customer sessions.

That’s not to say that it’s not possible to have channels available within Customer Service Workspace. So how do they actually come in?

Well, as it turns out, channels within Customer Service Workspace need to be third party channels. There are a plethora of 3rd party add-ons for Dynamics 365, that offer different communication capabilities. Some of these do date back a while (to before any native Microsoft capabilities).

For example, there are ISV add-ons for Customer Service that can embed a call dialler into the experience, so that customer service agents can call directly from a record. Or alternatively an add-on such as a 3rd party web chat application, that can then surface these within the Customer Service Workspace. Each of these obviously would need to be purchased, licensed & integrated appropriately with your Dynamics 365 solution as necessary too.

Now both applications also have other similar functionality, such as the Productivity Pane, Agent Scripts, Smart Assist & Knowledge Search. However there can be differences between them. For more information, I’d suggest taking a look at Tricia’s blog article that goes into depth on this.

So to summarise, Omnichannel is for the native Microsoft channels, giving customer service agents the ability to service customers using them. Licensing (currently) is with Customer Service Enterprise, and then either the Digital Chat or Digital Messaging add-on SKU’s.

Customer Service Workspace, on the other hand, allows customer service agents to be able to have a multi-session application for their work, as well as allowing communications through third-party channels. Licensing is as per the different Customer Service SKU’s, with any 3rd party add-on being licensed appropriately.

Hopefully this helps clarify the different between these two, and make them less confusing. If you have any further questions around this, please drop a comment below, and I’ll do my best to respond!

Omnichannel – Wave 2 2021

So last week the Wave 2 2021 information dropped. It’s taken me a few days to get round to it (family stuff happening), but I’m finally able to do a quick recap of it. As most people know, Microsoft releases features in two waves – one in the spring (Wave 1), and one in the autumn (Wave 2). As usual, I’ve included the links for the full release notes across both Dynamics 365 & Power Platform below, though will be focusing on the product features for Omnichannel

The links are here:

As I’ve done before, I’m going to include the dates that are applicable (at this point in time) for each time.

Enhancements to existing capabilities

Agent workspace inbox view

GA – Oct 2021

10 Google Workspace tips to optimize your inbox - Google Workspace Learning Center

As more and more organisations move in the direction of omnichannel system capabilities, there is a growing need for the actual agent experience to be better optimised. The inbox view that this functionality will deliver is aimed to address the needs to quickly triage requests, and allow agents to focus on customers & their issues. It will be integrated into the Customer Service workspace as well as the Omnichannel Engagement Hub, and will allow agents to effectively navigate their emails & conversions whilst handling customer interactions.

Usability improvements for agent workspaces

Early Access – Aug 2021. GA – Oct 2021

Web Usability Definition | Web Wise Wording

The Customer Service workspace and Omnichannel Engagement Hub are multi-session applications that allow users to be able to multi-task with customers to provide support on multiple cases simultaneously. This release provides usability improvements to help agents be more productive, including simplified navigation as well as the migration of productivity tools to the new extensible App side pane.

Increase agent productivity with contextual collaboration using embedded Microsoft Teams

GA – Nov 2021

How to Embed and Share Videos on Microsoft Teams | ClickView

Agents who use Dynamics 365 Customer Service can easily collaborate with anyone within their organization, such as agents from other departments, supervisors, customer service peers, or support experts, over Microsoft Teams to resolve customer issues, without leaving
the case or conversation. Chats over Teams will be linked directly to Customer Service records, enabling a contextual experience

Some of the key features coming in this release are:

  • Ability to chat with contacts from within Dynamics 365
  • Access to key Customer Service contacts, such as supervisors, queue members, and support experts.
  • Access to AI-driven suggestions of agents who resolved similar cases.
  • Access to recent Microsoft Teams chat lists.
  • Ability to link and unlink chats to case records.
  • Access to linked Microsoft Teams chats.
  • Message avatar and presence, where users can easily see profile pictures of a chat participant and their availability (presence)

Omnichannel Voice Channel

At Ignite in September 2020, Microsoft announced the new Voice channel for Dynamics 365 Customer Service. The aim of the solution is to provide simpler administration & management experiences within the platform itself, rather then needing traditional cloud component integration complexities.

With the release of this, voice, SMS, and digital messaging channels, and a PVA-powered intelligent interactive voice response (IVR), real-time voice intelligence, and insights across all channels, speech-based self-service, and intelligent skills-based routing are all brought together in a single package.

Voice channel powered by Azure Communication Services

GA – Nov 2021

NEW Voice Channel Capabilities Announced for Dynamics 365 Customer Service | Preact

As mentioned in the Wave 1 2021 post, there’s a new voice channel that’s coming in. This new solution for Customer Service enables an all-in-one customer service solution without fragmentation or requirement of manual data integration. It will provide a single view of the customer that empowers agents to provide personalised service across all channels, and true omnichannel analytics and insights for agents and supervisors alike. Providing organizations with a choice of telephony delivered directly by Microsoft enables quick and easy deployment of a voice channel for their business.

  • This feature enables organizations to adopt Azure Communication Services as a voice provider natively in Omnichannel for Customer Service, and facilitates the following features:
  • Phone number procurement and management
  • Ability to handle and distribute incoming calls
  • Ability to make outbound calls
  • Ability to manage SMS (inbound and outbound)
  • Deep integration of voice into core Omnichannel for Customer Service functionality
  • Real-time sentiment analysis
  • Real-time transcription
  • Real-time translation
  • Real-time smart assist suggestions
  • Operations management through supervisor dashboards
  • Ability to record and manage phone call

Now there has been a slight delay in rolling this out. As a result, the GA dates for the below have been pushed back to Nov 2021:

  • Call intelligence
  • Call recording
  • Call transcription and real-time sentiment analysis
  • Consult and transfer
  • Direct outbound calling
  • Embedded analytics for voice channel
  • Intelligent voice bot via Power Virtual Agents and Microsoft Bot Framework
  • Modern administration experience for Omnichannel voice (number management)
  • Modern administration for Omnichannel SMS via Communication Services (number management)
  • Supervisor monitoring and barge
  • Topic clustering for voice

Unified routing

Traditionally, organizations use “queue-based routing,” where incoming service requests are routed to a relevant queue, and agents work on those service requests by picking them from the queue. Organizations can miss service-level agreements if agents pick the easier service requests and leave the higher-priority requests in the queue. To address this scenario, organizations either create custom workflows to periodically distribute service requests among their agents or have dedicated personnel to distribute the service requests equitably among agents while adhering to organizational and customer preferences. Both methods are inefficient and error prone and necessitate continuous queue supervision.
The intelligent routing service in Customer Service uses a combination of AI models and rules to assign incoming service requests from all channels (cases, entities, chat, digital messages, and voice) to the best-suited agents. The assignment rules take into account customer-specified criteria, such as priority and auto-skills matching. The new routing service uses AI to classify, route, and assign work items with full automation, eliminating the need for constant queue supervision and manual work distribution to offer operational efficiencies for organizations

Improved historical analytics for unified routing scenarios

GA – Oct 2021

historical analysis on real-time data with ActivePivot

Administrators use unified routing and routing rules across the classification and assignment stages to help ensure the work item is assigned to the best suited agent. Embedded historical analytics provides an overview of routing performance of each channel to help optimize the routing strategy and improve the routing and workforce efficiency. Providing organizations a view of the effectiveness of configurations allows them to improve routing configurations to help increase their customer satisfaction and agent satisfaction scores.

Routing diagnostics for supervisors

GA – Oct 2021

Computer diagnostics icon (PSD) psd free file | Download now!

Routing diagnostics helps an organization to better understand the path a work item takes after it comes into the routing system, through all the classification and assignment rules, to ultimately land in a queue or be assigned to an agent. Current routing diagnostics are available for administrators and are more focused on the workstream and queue routing. In this release, routing diagnostics are being introduced to supervisor experiences, and the quality of the diagnostics is being improved.

I’m really quite excited to see how the new Voice channel will be received, as I think it’s a great feature addition to the overall tools available. It will be interesting to see how clients may choose to use it over their existing voice channel setup.

I’ll be looking deeper into the different functionalities, and will share them here. If there’s anything you think would be helpful to focus on, drop a comment & let me know!

Troubleshooting the ‘Follow’ functionality

On a recent client project, we’ve come up against an interesting situation. Some of the users have the ‘Follow’ functionality available to them, but others don’t seem to have it. This, of course, is quite confusing, so I thought it would be good to write about it, for others who may come up against this.

But first, let’s take a step back. After all, before this had happened I had never heard of the ‘follow’ functionality within the system, and I’m quite sure that many others haven’t either! So what exactly is this all about?

What is ‘Follow’?

We’ve all been there – we have some customers who are ‘priority customers’, and we want to know/see everything that’s happening around them. Obviously we can go into their specific record/s, and see what’s going on. For example, seeing new cases added for these customers, other activities, etc. But what if we don’t want to have to manually open the records each time, or set up specific views in the system for them?

Well, this is where the Follow functionality comes in. It’s possible to track activities (in ‘real-time’) for records that a user follows. Microsoft has given us the ability to set this (or unset this) on a per record basis, so that users can set their own preferences within the system. When a user follows a specific record, the details for that record then show up in the users activity feed. This can then be used further, such as displaying it within a dashboard, for example.

Follow functionality through views
Follow functionality on a specific record

It’s also possible to automatically follow records based on specific criteria.

How to set up Follow functionality

In order for records to be able to have the follow functionality available to them, they need to have the Activity Feed enabled for the specific table. The default system tables such as Accounts, Contacts & Leads already have this enabled, so these records are able to be followed without any additional configuration around them.

To enable other tables (such as custom tables that you may have created) to be able to have the records within them followed, we need to carry out the following steps:

  1. Go to the Advanced Settings menu, and open Activity Feeds Configuration

2. Find the table that we’re wanting to configure this for (if it’s not showing up, click the ‘Refresh’ button on the menu)

Here we can see that the Channel table isn’t enabled at this point

3. Click the ‘Activate’ button on the menu bar

4. Confirm the pop up screen

And voila – you’re done! Users will now be able to go into the table/s, and follow (or unfollow) records there

Troubleshooting

So we now understand what the follow functionality is, and how to enable it. But what happens when users can’t actually see it within the system, to be able to use it?

Well, there are several different things that we can do to look to solve the issue:

  • Have activity feeds been configured for the table? If they’ve not been configured, then they’ll need to have this set up (this is why I’ve put the steps above as to how to do this!)
  • Are security roles set up correctly?

The second one is what turns out to have been the issue for this project. It’s been quite confusing, as originally mentioned, that certain users did see the follow functionality, but others users didn’t see it.

The first place to check is the ‘follow’ privileges on each security role:

As you can see above, we had given organisation-level access on the security role (& actually across all security roles), though the users were still having issues. So the next step is to check a different security privilege within the security role. This is the ‘Post Configuration’ setting, which is found under the Custom Entities section (why it’s under Custom, I have NO idea):

Without this enabled, users with the security role will NOT be able to see/use the follow functionality within the system!

Hopefully this should then sort out all issues, and users will be able to use the functionality as required.

Have you ever had issues with this feature? Have you found a different solution to fix it? Drop a comment below – I’d love to hear!

Omnichannel Admin Center (Part II)

We’ve started off looking at the new Omnichannel Admin Center in Part I. I’m going to continue going through the wonderful new app (interface?), showcasing the functionality that’s different (there’s no point in me mentioning things that are the same, right?).

So having taken a look at the general overview, let’s start delving deeper into how it really is better!

Queues

Queues are really the backbone of Omnichannel. Customer interactions come through to a queue, where agents can then pick them up & respond. Without a queue, nothing would ever happen!

In the new interface, the functionality around queues has been extended. This is what the new interface looks like overall:

You’ll note that the default queues aren’t showing up in here. I’m not quite sure why that is, but am looking into it, and will post about it when I find out the reason behind it.

Opening up a queue record gives us the following:

I’m loving the cleanliness of the new layout – it’s something I’m probably going to keep saying! The new UI is just so much nicer on the eye, in my opinion. We have the information laid out well.

New users can be added from the ‘Add Users’ button on the right top, which is a pretty standard interface (ie adding new/existing records into a subgrid on a form).

But there are several new features here that weren’t present through the old interface. The first to talk about is the ability to set Operation Hours (the block at the bottom of the screenshot above). It’s great to see the prompt that if no operating hours are set, it’ll default to 24/7 operation.

Previously, it was a slight pain (ie clicking around a lot!) to get these to be associated. Now all we need to do is click the ‘Set Operation Hours’ button at the bottom of the page, and we can then add an existing record for this, or set up a new one:

Choosing an existing record will also give us the option to modify the settings for it:

One of the really nice things about this is the Assignment Method, which shows how work items will be prioritised. It’s possible change this, as well as create a NEW assignment method:

So quite a few additional functionality options available from the initial interface, rather than needing to click around. I’m liking it!

Workstreams

Just as with Queues, the Workstreams interface has been streamlined as well. One of the important things to note is that workstreams will need to be migrated over from the old interface to the new interface (I guess that there’s something happening behind the scenes?). I’m going to cover how to do this in a future post (stay tuned!), but let’s take a look the functionality in the new interface:

Clicking into a workstream record gives us the following information:

That’s already MUCH better laid out than the previous way, I think!

So let’s see what we have here. Well firstly, we’re able to move between the channels that are associated to the workstream. This is really helpful, as it can allow us to flip quickly backwards & forwards, and see the relevant information for each channel. We’re able to directly edit each individual channel just by clicking on it (loving the ‘fly out’ side screens for this!), and change the behaviour of it:

The abilities to quickly & rapidly do all of this is just wonderful, rather than needing to have a concrete understanding of the (complex) relationship structures within the system, and clicking around.

It’s also possible to add a new channel directly from this screen, which will easily walk (admin) users through setting up a new channel as needed:

Moving down the options available, we’re able to set routing rules, as well as work classifications. I’m going to talk about this in a separate post, but there’s some really interesting new capabilities here!

Looking at the Work Distribution information, we’re also able to view more information around this, as well as modify some of the settings available. Again, this comes in as a ‘fly out’ style window:

One of the neat pieces of functionality that has been slipped in is the ‘Keep same agent for entire conversation’ option. This means that if the customer interaction drops for some reason, & they come back, it can look for the same agent that they were chatting with previously, if it’s set as such.

Finally, we then have the ‘Advanced Settings’ tab, which gives us information around sessions, notifications, context variables, smart-assist bots, and quick replies. All of these are able to be viewed & configured directly from within the workstream, rather than needing to jump around different parts of the Omnichannel system, & then associating them together:

So to wrap up here (don’t worry, more to come shortly!), the new interface is really enabling admins to be able to quickly & easily create the necessary setup that’s needed. It’s avoiding needing to click around into different parts of the system. Omnichannel is complex enough as it is, and with being able to do the setup from one screen, it really makes life a LOT easier overall with getting the initial setup in place!

What are your thoughts on the new app? Have you used it yet? Have you found that it’s saving you time/effort? Drop a comment below – I’d love to hear!