Tag: routing

Environment Grouping

One of the main ‘complaints’ that Power Platform administrators have is around how policies are applied to environments. Within Azure, it’s possible to set up security policies and apply them in bulk, or group together components under a single set of policies. However when it comes to Power Platform, this has not been possible – each environment has needed to be configured on its own.

I’m not talking here about DLP policies, as these are set up and then relevant environments selected/deselected as needed. I’m talking about things like setting Canvas App sharing limits, welcoming new makers, and other items.

Well, Microsoft has now made this possible to do – though the current first iteration (now in Public Preview) only has a few options within it, I’m quite certain that many more items will be coming down the line to fall under the new Environment Grouping feature.

At the moment, there are 6 options available for Power Platform administrators to be able to set and configure. Note that you do need to have the M365 security roles for either Global Tenant Administrator or Power Platform Administrator to be able to access and carry this out.

To be clear, Environment Grouping is a feature of Managed Environments. I’m not going to go into the debate about whether you should or shouldn’t adopt Managed Environments (at least not here – I may be speaking about it publicly later on this year), but you do need to have these in order to use this functionality. More specifically, you will ONLY be able to add environments that are set as ‘Managed’ to Environment Groups (though they don’t have to have Dataverse in play):

So, what exactly is the purpose of Environment Grouping? Well, it’s to minimise the amount of time that Power Platform administrators need to spend in setting up & applying policies.

Think of the users within your organsiation. You’re going to have different personas, such as developers, testers, end users, etc.

You’re also likely (especially in larger organisation) to have different business units & functions requiring different items. For example, you may lock down access to social media, but Marketing and Recruitment may indeed need access to social media to be able to carry out their jobs.

With these personas in mind, you can then start to look into building out different rule groupings, which will apply to all environments that are included under the Environment Group. It’s somewhat similar to the way in which DLP policies work – you create a DLP policy, and then everything that comes under the DLP policy gets the DLP policy setting.

There are many ways to manage pockets of environments within your tenant using environment groups. For example, global organisations can create an environment group for all environments in each geographic region to ensure compliance with legal and regulatory requirements. You can also organise environment groups by department or other criteria.

One of the other features around Environment Groups is the ability to use Environment Routing. I’ve talked about this previously when the feature was first released (Developer Environment Routing!) – Environment Groups now takes this to the next level, by being able to automatically set the Environment Group that new developer environments will fall under (so therefore policies will be automatically applied). Important to note here that all developer environments created through this WILL be set as ‘Managed’.

More information on the new capabilities can of course be found on Microsoft Learn, at https://learn.microsoft.com/en-us/power-platform/admin/environment-groups.

I think that this is a great new feature to have in place for Power Platform administrators, and look forward to seeing new functionality rolled out within this to enable organisations in a better way. Being able to cut down on administration/governance time, whilst being able to be more effective is, in my view, a win-win for ALL of us, and I can’t wait to see how it will develop over time.

So, my question to you is how would YOU look to use such functionality? What features might you like to appear within Environment Grouping to enable you and your organisation? Drop a comment below – I’d love to hear!

Developer Environment Routing!

Recently I talked about the wider vision that organisations would be able to use, for helping users get access to the right environments (Default Environment – How to handle? ยป The CRM Ninja). As part of this, I discussed the Microsoft vision of having environment routing in place, to move users automatically to specific environments.

At the point of writing, there wasn’t anything that I could publicly talk about. However, overnight Microsoft have released functionality around this – what I see as being the first step that this direction is taking. The documentation for this is at https://powerapps.microsoft.com/en-us/blog/default-environment-routing-public-preview/

The functionality released is to enable new users to Power Platform to automatically have a developer environment created for them to access, rather than landing in the Default environment within their tenant. Many organisations struggle with users creating content in the Default environment, when it’s not really (at least not in my opinion) the right place to do this.

Now, when we say ‘new users’, this doesn’t actually mean users newly created in M365 (or Entra ID/AAD). What this means is ‘users who have not accessed anything within Power Platform before’. In the back end, there’s a counter on each user record that keeps track of this, which this functionality is using to determine if users have accessed Power Platform beforehand or not.

What is important to note on this as well is that the Default environment DOES NOT need to be set to Managed for this to work. Microsoft documentation doesn’t make this clear at the moment, but hopefully it’ll be updated soon to clarify this.

Two settings do need to be toggled on within the Power Platform Admin Centre for this to work:

Once these have been set & saved, let’s take a look at how things actually happen. I’ve created a new user for testing purposes:

When signing in, it then briefly shows the general interface that we’re used to for a few seconds:

But, then we get this exciting NEW screen!

And then after a minute or so, we get placed nicely in the new environment:

Looking at the Power Platform Admin Centre, we can see the new environment that’s been created:

To be candid, during my testing things didn’t always work – I had some differing behaviour, or (on one occasion) the interface just hung. I’m going to put this down to being newly released & the product team working through potential issues (remember of course – this is in PREVIEW), and am hoping that they’re resolved very soon.

Also, it’s important to note that the developer environments created through this are MANAGED. Users will be able to create collateral in them, but to run apps etc will need premium licensing in place.

Moving forward, it would be great to have some information displayed to users if something hasn’t worked, as well as notifications to admins (configurable) so that they’re aware as well. Examples of this could include where an organisation has maxed out the number of (free) developer licenses available (yes, I know this sounds stange, but there’s a default limit of 9,999 developer licenses per org).

But I think it’s a great first step forward, and hopefully there will be many different ways that this product will be developed forward. My initial thoughts would include:

  • Creating developer environments for existing Power Platform users who don’t have a personal developer environment
  • Routing existing Power Platform users who have their own Developer environment to it
  • Being able to route to other places as well, including being able to specify which users/groups of users should be routed

It’s an exciting place to be in, and I look forward to seeing more of it!

What are your thoughts around this? Does your organisation allow users to have personal developer enviroments, or do they lock it down?

New functionality for Routing Rules

Within Omnichannel, we have the ability to route conversations based on different factors. At this point in time, there’s Skill-Based routing (covered at https://thecrm.ninja/omnichannel-for-dynamics-365-skills-part-ii/), and Workstream routing (covered at https://thecrm.ninja/omnichannel-pre-survey-responses-routing/).

Routing is used to send customer interactions to specific queues, in order to have them handled by the agents best suited. This could be based on the language that the customer is using, the query that the customer has (involving pre-chat survey questions), etc.

The way that this is done (included in the previous articles) is by selecting the details that we want to use. This could be the contact (when recognised as a record in the system), pre-chat survey responses, or several other options.

However, to date we’ve only been able to use fields/variables from the chat session itself. It’s not been possible to connect to other data that we’re holding within the system, and use that for routing. We’ve only been able to use items that are directly linked to the conversation:

  • Account
  • Case
  • Contact
  • Context Variable
  • Live Chat Context

So if we had identified the customer as existing in the system already, we weren’t able to query related records to them, eg accounts etc. That’s all changed now though – we are now able to do this!

End of term celebration | News Post Page

Let’s see an example of this. We have a customer, and we know from within Dynamics 365 that his company is a VERY large customer of ours. They spend a great deal on our products every year, and as a result, we want to route any interactions with them to a special VIP queue. Previously we were unable to do this, unless we somehow set a flag on the contact record to display this.

What we’re now able to do is go and get values from the linked account record, and use these as the routing variables within the workstream:

We can add multiple rows here, all connecting different parts of the data.

Note: The only caveat is that the entity needs to be linked to one of the Omnichannel items (which are listed above). We can’t daisy-chain non-related entities, eg Contact-Account-Invoices

These can obviously be put together in groups, to satisfy more complicated conditions, using AND/OR conditions. With this, we can therefore address very specific scenarios, tying together conditions across multiple entities.

Even nicer, we’re not restricted by the relationship type. We therefore can select an entity that’s related to the primary Omnichannel entities as:

  • One to Many
  • Many to One
  • Many to Many

With this being in place, we’re now really able to ‘fine tune’ how we can route customer interactions, and set up specific places for them to be directed to. Through this, we can identify & serve identified sectors of our customers in different ways, as we feel is best appropriate.

This is also applicable to skill attachment routing, where the same level of functionality is provided.

So with this in mind, how would YOU think that you would go ahead and use this? Leave a note in the comments below!

Omnichannel – Pre Survey Responses & Routing

I’d like to start off here by admitting that in a previous blog post that I put up, I mentioned that it’s not possible to route customers to different queues through the chat itself. That was wrong – thankfully several very nice people at Microsoft reached out to let me know how it’s done (thanks BTW for reading my blog!). I therefore thought it would make a good article, as people do ask me about this from time to time.

So, how exactly does Omnichannel facilitate this? Well, there are two parts:

  • Pre chat surveys
  • Routing rule items

Pre chat surveys

These surveys are really quick & easy to set up (or even more complicated, if you so desire). To start getting to grips with them, open a Live Chat record, and go to the ‘Pre-chat survey’ tab

Here, you’ll be able to set up your questions, which is done by clicking the ‘Add Question’ button. When you do this, you’ll get the following prompt.

So, three of the four questions are really quite simple. You need to give it a name (as every system record needs), the actual question text, and whether it’s mandatory or not. The fourth question ask you what sort of question type you’re looking for. The options available are:

  • Single line of text
  • Multiple lines of text
  • Option set
  • User consent

If you select ‘Option set’, you’ll be prompted to enter the values. These should be separated by a semi-colon character:

With our pre-chat survey questions being set up, let’s see how we go ahead and use them for routing.

Workstreams

If you go ahead and open up any workstream record, you’ll see several tabs available. Two of these tabs are Context Variables, and Routing Rule Items. There’s usually one workstream per chat channel, with setting options within it as required. Opening up the workstream for the Live Chat, we can see them there:

Let’s take a closer look at the Context Variables first. Going to this tab shows us the following:

Woah. Where did those entries come from? I didn’t enter anything here – though I can create context variables if I want to.

Well, remember those pre-chat survey questions that we created? Each time one of these is created, it creates a context variable record for the workstream that the chat is associated to. So each of my questions (and I have four of these) now have a corresponding entry.

OK – so the system does that. But how does that help me when looking at trying to route things?

Simply put, these are the building blocks that we’ll set up in the Routing Rule Items to flow the customer chat through to an appropriate location. Let’s go and create one to see what happens.

We need to set the queue that this rule to apply to. Then we’ll go ahead and set the condition/s that we’re wanting to apply for this queue. There are several different possibilities to start with:

Selecting the entity that we want to use for the rule will then allow us to pick an attribute for that entity. So;

  • Account, Contact, Case & Live Chat Context will give an option to select one of the attributes from the entity
  • Context Variables will give the available context variables to choose from

You’ll then be prompted to select an Operator. These will vary depending on the type of field (eg a number field will have additional options such as Greater Than, Smaller Than, etc)

Finally, you’ll enter the value that you’re looking to match with for the condition. This is free text (it’s not auto-populated with values). So in summary, you’ll have something like the following:

And tadaa! it’s active. Brilliant!

We’re able to stack up multiple conditions to cover specific scenarios. An example could the following:

  • Customer has a Kawasaki motorbike (not a different make)
  • Customer’s annual spend falls into the ‘high spend’ bracket

There are plenty of other scenarios that can be covered, and the conditions allow this to cover quite complex situations.

So, some things to note around workstreams & routing rule items:

  • You can have multiple routing rule items per workstream, each one routing to a different queue. These are evaluated in the order that they’re saved in. Eg if there are 4 rules, an incoming chat will be evaluated against rule 1, then rule 2, etc
  • When a routing rule condition is met, the chat gets routed to the destination. No other evaluation against the remainder of the rules is carried out

I hope that this has come in useful, and put some interesting thoughts into your mind as to how you could implement this at your organisation or clients!