Tag: powerapps

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!

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!

Canvas Apps & Power Automates

So it’s been a busy few weeks here, which is why I haven’t really been putting up any articles. March/April is always a busy time for our family with stuff going on, and this year I decided not to push myself to get articles out, as otherwise I’d be running very low on sleep!

That being said, I’ve still had some great ideas about things that I’d like to share, and have been keeping a series of short notes for me to pick up. Today’s topic is one of them, which I think has been a major pain to anyone involved in canvas app development!

So, the back story to this is that we’re able to use Power Automate flows together with canvas apps. What I mean by this is that we’re able to directly trigger them from within the canvas app, rather than needing to do something like edit or create a record, and then have the Power Automate flow trigger from the record creation or modification.

There’s a specific Power Apps trigger that’s available within Power Automate exactly for this purpose:

When clicked, it gives us the trigger line in the steps as follows:

So what we’d do is within the canvas app, we would bind a button (or another control) that when selected, it would then go away & trigger the Power Automate flow. Great – so many different things that we can get to happen! One of the benefits of doing things like this is that we can then pass information from the Power Automate flow back to the canvas app directly:

This can then mean that the user can know, within the canvas app itself, that the Power Automate flow has run, and use data (or other things) that have come out of it.

OK – all good so far.

The main issue to date has been with deploying canvas apps together with Power Automate flows. See, as per best practise, we would create a solution, place the canvas app, flows, and anything else that’s necessary for it to work within it, and then deploy the solution to our target environment/s. And that’s where things just…didn’t go quite right.

Obviously within the development environment, the canvas app would be hooked up to the flows, and everything would work. Clicking the button would cause the flow to run, etc. User authentication would be in place (along with licenses of course!), and it was just fine.

But when deploying a solution containing canvas apps and associated flows between environments (regardless of whether it’s been manually deploying, or automated using a tool such as Azure DevOps), the connections to the flows would be broken. Ie, the canvas app would run, but the flows wouldn’t trigger. Looking at the connections in the canvas app within Studio would show something like the following:

All of the connections to Power Automate flows would show as ‘Not connected’. It’s not even possible to click the ellipse next to them and re-connect them – the only option available is to remove it from the canvas app!

So in order to get things working again, we’d need to do the following steps:

  • Open up the canvas app
  • Remove all connections to Power Automate flows
  • Add a temporary button, set it to be a Power Automate trigger
  • Click through all of the Power Automates needing to be connected (waiting for each one to connect, then go to the next one)
  • Remove the temporary button
  • Save and publish the solution

This, in a nutshell, has been a (major) headache. For example, I’ve been working with a solution that has over 30 Power Automate flows that can be triggered from the canvas app (lots of different functionality!). Each deployment has needed the above process to be carried out, which has usually added on at least an hour to the deployment process!

Now, this hasn’t been something that’s been unknown. In fact, the official Microsoft documentation noted the following:

So this is something that Microsoft has been well aware of, but it’s been a pain point that we’ve had to work with.

However, this has now ALL changed, which I (and MANY others) are really pleased about!

Microsoft has rolled out an update last month that means that canvas app connections to Power Automate flows will NOT break when they’re deployed across environments! This is such a massive time-saver, that I’m now trying to work out what to do with all of my free time! Only kidding…more project work will commence!

So what we can now do is take our solution, deploy it across the different environment/s that we need to get it out to (whether manually, or automated using tools such as Azure DevOps), publish the solution, and then everything works! Amazing!!

One small caveat though – to ensure that this work, you will need to go into the app, and re-publish it on the latest Power Apps version. This should of course be done in a development environment, and then can be exported and deployed as required.

Microsoft have also updated their documentation at https://docs.microsoft.com/en-us/powerapps/maker/data-platform/solutions-overview to remove the limitation text shown above. It’s a good place to keep an eye on changes that occur over time too.

This is definitely a welcome piece of development, and I know that we’ve been eagerly waiting for this for a while, and now it’s here!

Solution Dependencies & Management

Solutions are marvellous things. They enable us to be able to package up lots of components, and deploy them to different environments all together as one single package.

However, there have been changes over time as to how solutions are used. I’m not (for the most part) going to go into the Managed VS Unmanaged debate, which I leave to people who are more in the know….

Microsoft Dynamics 365 apps are installed using solutions. Third party apps provided by Independent Software Vendors (ISVs) also use solutions.

In Power Apps, solutions are leveraged to transport apps and components from one environment to another or to apply a set of customisations to existing apps. A solution can contain one or more apps as well as other components such as entities, option sets, etc. You can get a solution from AppSource or from an independent software vendor (ISV).

Custom development should also take place within a solution, to allow it to be deployed appropriately.

But it’s important to take a closer look at how solutions work overall, as we can be involved on multiple projects within the same environment. Not only that, some solutions may require other solutions to be present first, in order to actually work! A great example of this is Master Data Management (or MDM), which is where companies have a ‘backbone’ of data, which other parts of the system then hangs off.

To understand this concept better, let’s take a quick look at solution layering.

Solution Layering

Layering occurs on the import of solutions and describes the dependency chain of components from the root solution introducing it, through each solution that extends or changes the components behaviours. Layers are created through an extension of an existing component (taking a dependency on it) or creation of a new component or version of a solution

Managed and unmanaged solutions exist at different levels within a Microsoft Dataverse environment. In Dataverse, there are two distinct layer levels:

  • Unmanaged layer. All imported unmanaged solutions and unmanaged customizations exist at this layer. The unmanaged layer is a single layer.
  • Managed layers. All imported managed solutions and the system solution exist at this level. When multiple managed solutions are installed, the last one installed is above the managed solution installed previously. This means that the second solution installed can customize the one installed before it. When two managed solutions have conflicting definitions, the runtime behaviour is either “Last one wins” or a merge logic is implemented. If you uninstall a managed solution, the managed solution below it takes effect. If you uninstall all managed solutions, the default behaviour defined within the system solution is applied. At the base of the managed layers level is the system layer. The system layer contains the tables and components that are required for the platform to function.

The following diagram introduces how managed and unmanaged solutions interact with the system solution to control application behavior.

  • The system solution represents the solution components defined within Dynamics 365 or the Power Platform. Without any managed solutions or customisations, the system solution defines the default application behaviour. Many of the components in the system solution are customisable and can be used in managed solutions or unmanaged customisations.
  • Managed solutions are installed on top of the system solution and can modify any customisable solution components or add more solution components. Managed solutions can also be layered on top of other managed solutions. As long as a managed solution enables customization of its solution components, other managed solutions can be installed on top of it and modify any customisable solution components that it provides.
  • Unmanaged customisations. All customisable solution components provided by the system solution or any managed solutions can be customized in the unmanaged customisations
  • Unmanaged solutions are groups of unmanaged customisations. Any unmanaged customized solution component can be associated with any number of unmanaged solutions. These can be edited & modified, regardless of the environment in which they’ve been deployed to
  • The ultimate behaviour of an instance of Dynamics 365 or Power Platform application is the culmination of the system solution, any managed solutions, and any unmanaged customisations.

The official stance of Microsoft, according to its Application Lifecyle Management (ALM) documentation, is that unmanaged solutions are used for development, and that managed solutions are released downstream to further environments. For bespoke solutions, however, this may not fit, and an appropriate balance must be found.

Data ‘Backbone’ & Solution Dependencies

Given the way that companies are adopting Power Platform (and Dynamics 365, of course!) it’s highly likely that we will build out system structures that will form the backbone for multiple applications on an on-going basis. With this in mind, it’s appropriate to put in place proper planning for this, to avoid any issues that could occur in the future with appropriate system designs

Solution Dependencies

When creating system structures within an environment, using unmanaged solutions, connecting two (or more) tables together will create dependencies on each other. In simple terms, if we connect Table A to Table B, there’s a reciprocal relationship created back from Table B to Table A:

This happens even if Table A is in Solution 1, and Table B is in Solution 2. If they’re in the same environment (& both solutions are unmanaged), it will create the two-way dependency.

This will cause issues if trying to deploy each solution individually, and will fail on import, as the system will require all items to be available in the solution

Workable scenario

The way in which to handle the issue of solution dependencies is to ensure that the ‘master backbone’ of system design is created in the main development environment, and then to use that in secondary development environments as the core of additional solutions:

This is in line with the emerging recent Microsoft Best Practise information around solution management (which is likely to be moving towards having a single environment per developer, rather than multiple developers working in the same environment).

The steps for doing this are as follows:

  1. Main ‘core solution’ exists (as unmanaged) within the main development environment
  2. When a project requires this to build upon:
    1. Secondary development environment is created
    1. ‘Core solution’ is exported as managed from the main development environment, & imported into the secondary development environment
    1. Project work is carried out within the secondary development environment
    1. Once project solution is complete (or when appropriate for deployment), it can be exported from the secondary development environment
      1. If deploying directly from the secondary development environment to downstream environments, it should be exported as managed
    1. The solution should be exported as unmanaged, and imported back into the main development environment. This will not cause dependencies to be created with the ‘core solution’ in it

Note: The main ‘core solution’ should consist of the items that are needed for core system work. If additional items are needed for multiple projects to work off (eg Account Manager field), this would need to be added to the core solution, rather than the individual project solution/s, as otherwise there could be further issues downstream.

If the project is completed, but requires further work to be carried out later on (or development support), then the following should be done:

  1. Secondary development environment is created
  2. ‘Core solution’ exported from the main development environment as a managed solution, and imported into the secondary development environment
  3. Project solution exported as unmanaged from the main development environment, and imported into the secondary development environment
  4. Work and/or support can be carried out within the secondary development environment, and released appropriately

I’m expecting further information around this to be released by Microsoft in due course (I’m a little surprised there’s not more out there at the moment, to be honest!). It’s vital that we ensure that we’re working with solutions in the right way, to stop any issues occurring later on down the line.

Have you ever had a problem around this? Drop a comment below – I’d love to hear your experiences!

Customising Case Resolutions

Well, the title is a bit of a mouthful, I’ll admit. Hopefully though this brings some good information, and can help people out.

Cases are wonderful things, and can be used for tracking client interactions, compliments/complaints, and so many other things. What cases do have is the ability to resolve them, and provide information around the resolution.

Now, the standard way of doing this provides the following screen:

There’s the ability to set the Resolution Type (being a dropdown, aka Choice, field), & putting in free text for the Resolution itself (allowing us to track information around it). There are also time fields, which can be used for working out the time spent, as well as any time that’s going to be chargeable.

Now when going in to modify these, we’d think to open up the Case Resolution table. However, this isn’t actually the right place to do it. Instead, we’re needing to update the Case table itself, as the Care Resolution items comes from the Case Status field!

Somewhat annoyingly, it’s not possible to do this through the new ‘Maker’ interface:

In order to actually handle this, we need to switch across to the Classis editor to set this up. This could be because it’s actually a situation of having both parent & child entries. What I mean by this is that there’s the actual status (being Active, Resolved or Cancelled), and then a reason under each one. Hopefully at some point it’ll be updated into the new UI, so that we can do it from there.

We’ll need to change the Status item to ‘Resolved’, & can then add in the options that we want:

After adding them, we need to save & publish, and then they’ll show up for us, and are able to be selected:

So that’s great – we’re able to customise it. But what if we’re wanting to customise the actual ‘Resolve Case’ form itself? Not everyone wants to show Time/Billable Time on it (quite a few of our clients ask us to remove it), and perhaps they want to add additional custom fields.

So from the usual perspective of doing this, we’d open up the Case Resolution table, create new fields as required, and modify the existing form (we’re not able to create any other forms for this specific table). After all, this is how we’d do it for any table in the system (whether a standard one, or a custom one). This is going to be the Main form, rather than the QuickCreate one:

We save & publish it, and then would open up a Case record, click ‘Resolve Case’, and expect to see it. However, that doesn’t happen, which has been most puzzlingly to me!

It turns out that there are two things needed to be done in order to get to see our ‘custom’ form (though it’s not really custom, as it’s modifying the default form, but whatever).

  1. We need to modify security permissions for users, and is a critical requirement. An example of this is shown below:
Security Role: Customer Service Representative

2. We need to enable customisable dialogues. Yes, it’s a setting that needs to be updated in order for users to see the custom layout of the form. If we don’t do this, they’re shown the default form, even though we’ve modified it! Seems a little strange that the system seems to have this concept of a ‘shadow’ form, but I guess that’s how it is.

To do this, we need to go into the Service Management settings area. I usually launch this through the Customer Service Hub app, though it’s available through several of the other standard apps as well:

Once there, we need to click into the Service Configuration menu item, and then change the ‘Resolve Case Dialogue’ option as shown below:

Remember to click the ‘Save’ button to save this.

Finally we can go back to our Case record, click ‘Resolve Case’, and look what appears!

So in summary, it’s definitely possible to modify & change the way that Case resolutions works in the system. It does take a little bit of fiddling around with settings in different areas, which can be confusing if we’re not used to this, but can give a great result in the end.

Have you ever come across this, and wondered how to do it? Have you developed Case Resolutions any further? Drop a comment below – I’d love to hear!

PL-200 Microsoft Power Platform Functional Consultant

Well, the last week has been quite busy, on many fronts! One of those is having a few new exams come out in Beta. I’ve already taken the PL-400 (see PL-400: Microsoft Power Platform Developer Exam for my review of it). Last Friday, the new PL-200 exam was released as well, so I scheduled it in for as soon as I could sit it.

Now the PL-200 is scheduled to be replacing the MB-200 exam at the end of this year (2020), assuming it comes out of beta by then of course. I remember sitting my MB-200, though I didn’t write up about it at the time. Compared to some of the other exams I’ve taken, it was hefty. I’ll freely admit that I didn’t pass on first go of it – it took me 3 tries to gain it! People will be required to take this as a pre-requisite for attaining the Microsoft Certified: Power Platform Functional Consultant Associate badge.

So I’ve been expecting this new PL-200 to be quite similar, but with more of a Power Platform focus. It’s still heavy on Dynamics 365, and I wasn’t expecting that part to change. The existing MB-2xx series are also staying in place (for the moment, anyhow).

According to the official description for the exam:

Candidates for this exam perform discovery, capture requirements, engage subject matter experts and stakeholders, translate requirements, and configure Power Platform solutions and apps. They create application enhancements, custom user experiences, system integrations, data conversions, custom process automation, and custom visualizations.

Candidates implement the design provided by and in collaboration with a solution architect and the standards, branding, and artifacts established by User Experience Designers. They design integrations to provide seamless integration with third party applications and services.

Candidates actively collaborate with quality assurance team members to ensure that solutions meet functional and non-functional requirements. They identify, generate, and deliver artifacts for packaging and deployment to DevOps engineers, and provide operations and maintenance training to Power Platform administrators.

The official Microsoft Learn page for the exam is at https://docs.microsoft.com/en-us/learn/certifications/exams/pl-200, and I’d highly recommend people to go check it out. I didn’t use it that much, but felt that I was on reasonable grounds with existing knowledge. It’s mostly there, but (at least in my exam) there were some sneaky extras that I was NOT really expecting. Hopefully I managed to get them (mostly) accurate!

Once again, I sat the exam through the proctored option (ie from home). The experience went without issues for once – sign in was fine, no issues with my headset during check-in, exam loaded & worked without problems at all.

So, as before, 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.

  • Environments
    • Different types of environments, what each one is used for, how to set/switch them between the different types
    • How to handle security/restrict access as necessary
  • Field types. All of the available field types, what are the benefits of each, and when each type should be used
  • Data storage types. Differences between Office documents (eg Excel), CDS, SQL Server, Azure SQL. When to use each one best
  • Charts. How they’re set up, how they can be shared with other users.
  • System views. What these are, who can access them, how to set them up
  • Entity forms. The different types of forms available, how to set them up, limitations of each. When each one should be used for a given scenarios
  • Model apps. Site map. What this is, how it’s used. Implementing/customising it, the different controls available & what each one does
  • Entity editable grids
    • What these are, how they can be used, how to enable & set them up
    • Limitations that they have within the system
  • Entity/record ownership. The different types of ownerships available, benefits of each, when each should be used for a given scenario
  • Data management
    • Data importing from different sources, different methods to import data
    • What is data mapping for import, and how it’s used
  • Duplicate detection. What it is, what it does, how it works. How to implement & configure it
  • Microsoft Word templates. How they can interact with Dynamics 365, how to set them up/adjust them, what they can be used for
  • Canvas Apps
    • Expression/function types, what they are, how they’re used
    • Handling data (eg collections)
    • Offline usage & data storage
    • Controls that can be used, navigating around, loading/saving data.
  • Power Virtual Agent/Chatbots.
    • Setting them up, deploying them onto websites, deploying them into Teams
    • Configuring topics, routing, handling unknown questions
    • Bot model data, including being able to access across multiple chatbots
    • Reporting on their usage, & how customer engagements have been processed
  • Power App portals
    • Registering users, registration code process
    • Validating/confirming user accounts
    • Forms security, displaying/hiding forms & data
  • AI capabilities. AI models available. Pre-built models vs custom training, capabilities (eg text scanning), and when to use each one.
  • Omnichannel
    • What it is, when it’s used
    • How to implement, deploy & configure customers being able to be sent through to it
  • Automation
    • Workflows, Power Automate, Business Process Flows
    • What each one is, benefits/use cases for each one, when to use each for specific scenarios
  • Power Automate
    • What are triggers, & how do they work
    • What are actions, and how do they work
    • What are connectors, and how do they work
    • Prebuilt vs custom connectors, capabilities, and when to use each one
    • How to set up each type & configure them
    • Instant vs Scheduled vs Triggered
    • Security – how to enable/disable their use by users
  • Business Process Flows
    • What they are, how they’re used, limitations that they have
    • How to handle security for them
  • Business rules
    • What they are, how they’re used, how to set up/configure
    • How to use them in different parts of the system (eg forms, apps, etc)
    • Actions vs Conditions vs Recommendations
  • UI Flows (RPA)
    • What these are, how they are used
    • Requirements in order to use them
    • Desktop vs Cloud
    • Implementation, customisation, configuration & deployment
    • Limitations of them
    • Data extraction from runs
  • Security & Compliance
    • Security roles, security teams, security groups
    • What each one is, how it’s used
    • System auditing, what it is, how it’s used, how to implement & configure
    • How to access & run user audit log reports
  • PowerBI. Setting up & sharing dashboards, setting up & configuring alerts, security options/roles & how they work with data
  • Dynamics 365 integrations. What other systems can integrate directly with Dynamics 365, & any limitations that they may have

The main surprise for me was mostly around the UI flows, and the various questions I had on them. I’ve not played around with them (yet!), but they are really cool!

If you’re going to take this, I’d love to hear how your experience of it went. Drop a comment below for me to see!

PL-400: Microsoft Power Platform Developer Exam

I’ve been continuing with taking new exams as they come out. Having recently taken the MB-400 exam (see MB-400 Power Apps & Dynamics 365 Developer Exam), I was slightly surprised to see the announcement that it was going to be replaced!

Admittedly, I was also surprised (in a good way) that I passed the MB-400, not being a developer! It’s been quite amusing to tell people that I’m a certified Microsoft Dynamics Developer. It definitely puts a certain look on their faces, which always cracks me up.

Then again, the general approach seems to be to move all of the ‘traditional’ Dynamics 365 exams to the new Power Platform (PL) format. This includes obviously re-doing the exams to be more Power Platform centric, covering the different parts of the platform than just the ‘first party apps’. It’s going to be interesting to see how this landscape extends & matures over time.

The learning path came out in the summer, and is located at https://docs.microsoft.com/en-us/learn/certifications/exams/pl-400. It’s actually quite good. There’s quite a lot that overlaps with the MB-400 exam material, as well as the information that’s recently been covered by Julian Sharp & Joe Griffin.

The official description of the exam is:

Candidates for this exam design, develop, secure, and troubleshoot Power Platform solutions. Candidates implement components of a solution, including application enhancements, custom user experience, system integrations, data conversions, custom process automation, and custom visualizations.

Candidates must have strong applied knowledge of Power Platform services, including in-depth understanding of capabilities, boundaries, and constraints. Candidates should have a basic understanding of DevOps practices for Power Platform.

Candidates should have development experience that includes Power Platform services, JavaScript, JSON, TypeScript, C#, HTML, .NET, Microsoft Azure, Microsoft 365, RESTful web services, ASP.NET, and Microsoft Power BI.

So the PL-400 was announced on the Wednesday of Ignite this year (at least in my timezone). Waking up to hear of the announcement, I went right ahead to book it! Unfortunately, there seemed to be some issues with the Pearson Vue booking system. It took around 12 hours to be sorted out, & I then managed to get it booked Wednesday evening, to take it Thursday.

So, as before, 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!). It’s also in beta at the moment, which means that things can obviously change.

There were a few glitches during the actual exam. One or two questions with answers that didn’t make sense (eg line 30 does X, but the code sample finished at line 18), and question numbers that seemed to jump back & forth (first time it’s happened to me). I guess that I’ve gotten used to at least ONE glitch happening somewhere, so this was par for the course.

I’ve tried to group things as best together as I feel (in my recollection), to make it easier to revise.

  • Model Apps.
    • Charts. How they work, what drives them, what they need in order to actually work, configuring them
    • Visualisation components for forms. What they are, examples of them, what each one does, when to use each one
    • Custom ribbon buttons. What these are, different tools able to be used to create/set them up, troubleshooting them
    • Entity alternate keys. What these are, when they should be used, how to set them up & configure them
    • Business Process Flows. What these are, how they can be used across different scenarios, limitations of them
    • Business Rules. What these are, how they can be used across different scenarios, limitations of them
  • Canvas apps
    • Different code types, expressions, how to use them & when to use them
    • Network connectivity, & how to handle this correctly within the app for data capture (this was an interesting one, which I’ve actually been looking at for a client project!)
    • Power Apps solution checker. How to run it, how to handle issues identified in it
  • Power Automates
    • Connectors – what these are, how to use them, security around them, querying/returning results in the correct way
    • Triggers. What is a trigger, how do they work, when to use/not use them
    • Actions. What these are, how they can be used, examples of them
    • Conditions. What these are, how to use them, types of conditions/expressions/data
    • Timeouts. How to use them, when to use them, how to configure
  • Power Virtual Agents. How to set them up, how to configure them, how to deploy them, how to connect them to other systems
  • Power App Portals. Different types, how to set them up, how to configure them, how they can work with underlying data & users
  • Solutions
    • Managed, unmanaged, differences between them, how to use each one.
    • Deploying solutions. Different methods that can be used to do it, best practise for each, when to use each one
    • Package Deployer & how to use it correctly
  • Security.
    • All of the different security types within Dynamics 365/Power Platform. Roles/Teams/Environment/Field level. How to set up, configure, use in the right way.
    • Hierarchy security
    • Wider platform security. How to use Azure Active Directory for authentication methods, what to know around this, how to set it up correctly to interact with CDS/Dynamics 365
    • What authentication methods are allowed, when/how they can be used, how to configure them
  • ‘Development type stuff’
    • API’s. The different API’s that can be used, methods that are valid with each one, the Organisation service
    • Discovery URL’s. What these are, which ones are able to be used, how they’d be used/queried
    • Plugins. How to set up, how to register, how to deploy. Steps needed for each
    • Plugin debugging/troubleshooting. Synchronous vs asynchronous
    • Component types. Actions/conditions/expressions/data operations. What these are, when each is used
    • Custom ribbon buttons. What these are, different tools able to be used to create/set them up, troubleshooting them
    • Javascript web resources. How to use these correctly, how to set them up on entities/forms/fields
    • Powerapps Component Framework (PCF). What these are, how to develop them, how to use them in the right way
  • System Design
    • Entity relationship types. What they are, what each one does, how they work, when to use them appropriately. Tools that can be used to display them for system design purposes
    • Storage considerations across different types, including CDS & Azure options
  • Azure items
    • Azure Consumption API. How to monitor, how to handle, how to change/update
    • Azure Event Grid. What it is, the different ways in which it can be used, when each source should be used
  • Dynamics 365 for Finance. Native functionality included in it

The biggest surprise that I had really when thinking back to things was the inclusion of Dynamics 365 for Finance in it. Generally the world is split into ‘front of house’ (being Dynamics 365/Power Platform), and ‘back of house’ (Dynamics 365 for Finance & Supply Chain Management). The two don’t really overlap, though they’re supposed to be coming more together over time. Being that this is going to happen, I guess it’s only natural that exam questions around each other will come up!

Overall it was quite a good exam. Some of the more ‘code-style’ questions were somewhat out of my comfort zone, and I’ll freely admit to guessing some of the answers around them! Time will tell, as they say, to see how I’ve done in it.

I hope that this is helpful for anyone who’s thinking of taking it – good luck, and please do drop a comment below to let me know how you found it!

–

Lookup fields & Power Automate

This is an interesting post, for several reasons. Firstly, it’s the first one in 3 weeks – I was off on holiday, and decided to take an (almost) absolute break from all things digital, which included this blog. It was actually quite refreshing, though now coming back & starting to write again does seem a bit daunting, I’ll admit!

Thankfully, whilst wondering what exactly to start with, a scenario came up that I was working on. It seemed quite simple at first, but then actually got someone complicated. I therefore thought it would be helpful to others if I wrote about it, so here it is.

The scenario was as follows. We had records being auto-created in the system, and needed to create child records for them. This, as I’m sure you’ll agree, is really quite simple to do with Power Automate. We also needed to set lookup values on the child record, that were already populated on the parent record (for reference purposes).

So for example, the parent record has a lookup to Country (being a separate entity), and the child record also has a lookup to Country. These need to be the same.

Being both lookup fields, I figured that I’d be able to take the value from the parent record, and simply plop it into the corresponding field on the child record in Power Automate:

So I did that – and immediately hit an error. Not just any error, but the fabled ‘Resource not found for the segment’ error!

Obviously, I did what anyone would do at first – I put it into Google & Twitter, and took a look at what came up.

The ‘problem’ was coming from using the ‘CDS Current Environment’ connector, which is the latest version available (the old one is no longer available to use). It’s really great for a lot of things, but unfortunately not so great in a few areas. See, in the old CDS Connector, you could just drop the lookup field value into the field you were wanting to populate. Power Automate had no issues with that, & it would run just fine.

However in the ‘new’ CDS Connector, you can’t just do that. Instead, you need to use an OData reference (which I haven’t done much of before, to tell the truth). So based on the blogs I had come across, I went to work to try to get this working.

Part of the challenge was that there didn’t seem to be a unified consensus in how to do it. I came across the following variations:

  • /entityname(Lookup Field Value)
  • /entityname/(Lookup Field Value)
  • /pluralentityname(Lookup Field Value)
  • /pluralentityname/(Lookup Field Value)

Somewhat confusing, as I’m sure you’d agree. Nevertheless, I ploughed through all of the different possibilities. But nothing was working – every single time, I still got the ‘segment not found’ error message. This, as you can image, was extremely frustrating!

Thankfully, one of my good friends was around & able to help out. Namely, Tricia Sinclair came to the rescue!

We took a look at the code I was using, and she took a look at some of her own use cases (where it had worked for her). I was starting to think down the path of needing a capital letter in the entity name (some systems can be REALLY finicky around things like that), but thankfully it wasn’t.

Instead, it was the following. See, this was a custom entity. It turns out that for a custom entity (& heck, for all I know system entities as well) the syntax needed is ‘publisherprefix_pluralentityname(lookupfieldvalue)’. Now that’s not something that I had come across ANYWHERE at all!

Looking at it, I guess it makes sense. After all it would technically be possible to have multiple entities with the same name, though with different publishers. As a result, the system needs to know WHICH exact entity is being needed for the Power Automate, so uses this. Somewhat complicated (and hey – it worked without all of this in the OLD CDS Connector), but we got it to work!

Testing it out, everything worked smoothly. The Power Automates fired off without any issues, the data got created & populated, and everyone was happy.

So there you go. Another interesting little twist in syntax needed, which hopefully will NOT change in the (near) future!

Have you come across anything like this? I’d love to hear – drop a comment below around it!

PL-100: Microsoft Power Platform App Maker Exam

As many people are aware, Microsoft is changing the certification landscape somewhat. With the emergence of the Power Platform, there’s a need to test skills other than the traditional Dynamics 365 ones.

To this end, a new series (the PL-XXX) has been created. The first (main) one of these exams is the PL-100, which is the entry level exam.

You can take a look at the exam requirements & learning paths by going to https://docs.microsoft.com/en-us/learn/certifications/exams/pl-100.

Now, when I say ‘entry level’, I’m not referring to basics. This isn’t a Fundamentals exam – for that, you’ll be wanting to take a look at the PL-900 exam (which came out a while ago). To put it into perspective, the PL-200 (which is aimed to launch in September 2020) will replace the MB-200 exam!

So, the exam went live (in Beta) just over a week ago (July 17th). I’ve been waiting for this for a while, as I’ve really been wanting to see how the new exams are structured. Taking it in Beta means I’m going to have to wait (a little while) for my results to come through, but it gives me the opportunity to see the new landscape upfront.

I booked it as soon as it was available, for Wednesday July 22nd. Nicely (as mentioned above), there were already learning paths in place, so I eagerly went through them (again) in preparation. I was feeling pretty much quite prepared, but then….

See, I had signed up to attend the Power Platform Virtual Happy Hour (PPPVHH) on the same day as I had booked the exam for. Incidentally, if you haven’t come across this before, take a look. It’s hosted every month, and has some AMAZING speakers. Clarissa Gillingham presented on the ‘Infinity Form’, and it was a joy to behold. But I’m digressing.

After the event had finished, some of us remained chatting in the virtual room. Amongst them was none other than Chris Huntingford, who we all love and adore!. I mentioned that I had to sign off soon to get ready for the exam. No sooner had I mentioned this than Chris said to me something along the lines of ‘BRO….WATCH OUT!! It’s REALLY HARD!!’.

I might mention here that I have a slight (friendly) rivalry with Chris, in seeing who can take newly released exams first. I had figured that he’d be so busy with everything going on that I’d get this one before he did. Little did I know that he had ALREADY taken it.

Here I was, about to go sit down for the exam, and he got me TOTALLY freaked out. I’m not sure how much of it he did on purpose, but I’m sure that when I get him into a corner, I’ll find out…one day!

Anyhow – I sat the exam, took most of the time available (pretty sure I hit the 2 hour mark), and found it quite good overall. One or two things that seemed to be totally random/in the wrong place, but otherwise it was fine. Definitely much better that the MB-600 (MB-600 Solution Architect Exam), and I felt much more comfortable than I did with the MB-400 (MB-400 Power Apps & Dynamics 365 Developer Exam).

It really is very cleared aimed at app developers (both model & canvas), as well as other Power Platform skills. According to the exam description:

The app maker builds solutions to simplify, automate, and transform tasks and processes for themselves and their team where they have deep expertise in the solution domain. They are skilled in key technical business analyst tasks such as data modeling, basic UX design, requirements analysis, process analysis, etc.

The app maker creates and enforces business processes, structures digital collection of information, improves efficiency of repeatable tasks, and automates business processes.

The app maker uses the maker tools of Power Platform to solve business problems. They may have experience with Visual Basic for Applications, Excel pivot tables, Teams, and other tools. They should have a basic understanding of data models, user interface, and processes. The app maker is aware of the capabilities and limitations of available tools and understands how to apply them.

The app maker is self-directed, and solution focused. They may not have formal IT training but are comfortable using technology to solve business problems with a personal growth mindset. They understand the operational need and have a vision of the desired outcome. They approach problems with phased and iterative strategies.

So, as before, 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!).

  • Canvas App Test Studio. What it does, how to carry out tests in it, how to set up Test Suites, etc
  • Developing Power Automate Flows. Different types of connectors, different types of steps/actions. How to deploy properly between environments using solutions
  • Field Level Security. What it is, what it does, what it can/can’t be used for
  • Canvas Apps:
    • Publishing rights
    • Access rights
    • Versioning
    • Editing vs using
    • Sharing & security
    • Saving changes, & deploying them to users
    • Collections. What they are, what they do, how they work
    • Galleries. What they are, what they can do, how to configure them in different way
    • Navigation around screens. How to set this up, how to pass information from one screen to the next
    • New vs Display vs Edit forms. What each one is, how each one is used
    • Charts. Which ones are available, how they’re configured
    • Using AI features, such as text/data recognition. What’s able to be used, how are they configured, what the benefits of each are
    • Versioning. How to handle this, what the benefits are
    • Accessibility for less-abled users. What options are available to facilitate this, how are they configured
  • Data Security. Different types of security available (roles/teams/access teams/business units) etc. Configuring security roles with different levels of permissions
  • Power BI Security. Showing/hiding information for specific users/teams, and how to configure this
  • Solution publishers. How these are set up, what you can modify after they’ve been set, considerations between default & other solutions
  • Business Logic. Differences between Business Process Flows, Business Rules & Power Automate. What each one can/can’t do, and is best suited for
  • Creating environments. Where to do this, how to do this, what steps are needed
  • Connecting to data sources. Different types of data connections, what each one is suited for
  • Model Apps:
    • Forms & Views. What these are, how to set up & configure them
    • Navigation, Sitemap etc.
  • Business Rules. How they work, what the different levels of scope are, how they affect functionality
  • Automation. Workflows vs Power Automate Flows. The different types (eg On Demand, Instant, Scheduled)
  • Arrays. What they are, what they do, how they work
  • DLP (Data Loss Prevention). How this works, how to set it up, different options available
  • Data field types. What each one is, how each one is used & able to be configured
  • Calculated/Rollup vs Autonumber. What each is, when to use each one

That’s quite a lot of stuff, with an emphasis on canvas app functionality & solutions. It definitely is important to ensure that you’re really on top of these. Thankfully not too much mention of Power BI (at least not in my exam), and for that I’m quite grateful!

I do have to say that in one respect, I found something quite amusing. See, on the same day as I took the exam, Microsoft Ignite was taking place. One of the major announcements was the ‘rename/rebrand’ of CDS to Dateflex (Pro). I therefore kept laughing when questions would refer to CDS again & again! Obviously I’m expecting this to change in the exam (at some point?).

In summary, I think that this is a good start for the new range of exams, and look forward to the other ones in the series coming out!

Have you taken this? What was your experience like? Drop a comment below – I’d love to hear!

Canvas Apps, Collections & Dropdown Fields

This post is based around some recent work that I’ve been doing, which includes canvas apps. For those of you who aren’t familiar with canvas apps, imagine if PowerPoint & Excel had a baby! Though I’m expecting most people who are reading this to already know all about them 🙂

So enough with the waffle, let’s get on with things…let me paint the scenario for you.

The app is aimed to be used by a contact centre. Part of their function is to capture address information. So far this has been done absolutely manually. The issue with this is that data can be typed incorrectly, or in the wrong fields. We’re also needing to enhance the data with geographic-specific information (for reporting purposes). This information isn’t known by either the callers, or by the contact centre agents (for those who are curious, it’s the unique property reference number, which is unique to every address in the UK).

Thankfully, we’ve been given a source from the client which we can look this up against. In essence, we pass a postcode to it, and values are returned (in a JSON format). This includes the data that we’re looking for. Brilliant, so far.

When we got to thinking about things, there are several ways in which we could implement this:

  • Capture the data as we are already doing, & use Power Automate to get the relevant additional information

or

  • Automate this within the canvas app itself, and even give the customer service agents a bespoke address picker!

Deciding to go with the second option (it was a no-brainer, really), we moved ahead with this. We had the details that we needed in order to hit the address lookup API. One of the developers on the team created the Custom Connector, and got it working. We tested it out, and amazingly we got information back!

The next step was to see how we could do this within the canvas app itself. Now I’m going to admit here that although I’ve HEARD great things about Collections, I had never used them myself. In fact not only had I NOT used them before, I had NO idea how they worked! That was to change VERY quickly though…

Within a few hours, I had learned enough about collections to get how they worked, and pull data into them. It was actually really simple – I used the ClearCollect command to create a collection that was fed by the API query, which then created the data into a collection table for me to use. I was very impressed!

The code to return the postcode data. We had to do some manipulation due to the API constraints

OK – so I had my data in the collection now:

What were my next steps? Well, I was wanting to achieve the following:

  • Give the customer service agents an ‘address picker’ to use. They’d enter the customer postcode, & then be presented with a list of addresses that they could pick the correct one from
  • Automatically populate the customer address fields on the form from the selected address

Well, the first item (the ‘address picker’) was simple enough. Using a dropdown field, I pointed it at the collection data. This worked great, but the dropdown was only allowing me to select a single column from the collection to display. This meant that I could only select ONE column of data to return:

I can only select a single column!

1 column from the collection. OK, I thought – should be simple enough to handle. Let’s go and concatenate column values in the dropdown, to present the interface I’m looking for:

Now that’s more like it! Much easier for the customer service agents to use. OK – onto the next stage. Let’s go & set the fields to point to the collection, match to the value that’s selected in the dropdown, and populate. Should be simple to do, right?

Well…um, no, it’s not simple to do. In fact, it’s actually impossible to do. I was expecting to point to the dropdown selected value, & have the columns returned (from the collection). I could then select which column to use for a specific field. This, however, was not the case:

You have to love the ‘.’ (or ‘dot’) notation used in canvas app code. It shows you what values are available, and saves having to do lots of type. In this case, however, it also showed me that there was only ONE column of data to select from to display in the field. This was the ‘Result’ column.

This got me very confused. I tried going back to basics, and stripping out the concatenation in the dropdown. Wonderfully I was then presented with all of the different collection columns to use:

So let’s sum up things so far:

  • If I want to present the best option to the customer service agents (using concatenation), I can’t select different parts of the data for auto-population into fields
  • If I want to be able to auto-populate field values from the collection, I can’t use concatenation (& therefore can’t present user-friendly data to the customer service agents).

Note: Leaving aside wanting to show the house number & street, one of the main reason for wanting to concatenate was to handle buildings that had flats (aka apartments) in them. This is stored in a different column in the collection. It would therefore be difficult to show these both to the customer service agents

In essence, the behaviour of the dropdown field seemed to be that I couldn’t just change the displayed values without it ‘losing’ connection to the rest of the data. There was no ID that I could use to match on, or display what I wanted to.

This seemed to be a massive Catch-22. I tried various things, but couldn’t see a way out of this. I started to try to create a second collection, & concatenate fields from the first collection. This seemed like a good idea, though (with being totally new to it), I got lost. I tried various things; I even ended up managing to collect the entire data from the collection into a new column for EACH ROW!!

Thankfully, the community helped me out, in the forms of Peter Bryant & Clarissa Gillingham (I had posted about my issues on Twitter – the hashtag #poweraddicts is really great!).

With the help provided, I managed to work out the CORRECT syntax to use for the ‘AddColumns’ command. This now being in hand, I was successfully able to create a second collection & add concatenated field values to it:

Now for the moments of truth. Would the dropdown show this new column, & could I point the form fields to auto-populate specific columns?

Anticipation is the way to keep consumers coming back for more
Not me, but exactly how I was feeling!

The answer….was YES! It was working! I felt SO relieved. Let’s take a peek:

This was brilliant! We’re also populating other data in the background, but that doesn’t need to be visible to the customer service agents.

So in summary, I learned about collections, & how to use them. I also learned about the limitations of dropdown controls (when referencing them from other places), but came up with a way around it. Finally I achieved the result that I was aiming for. Very pleasing all round!

Have you come across something like this in an implementation? How did you manage to handle it (if you did)? Drop a comment below – I’d love to hear all about it!