Fixed – Power Virtual Agents bots for voice not working (Dynamics 365 Customer Service Omnichannel)
We can configure aa PVA Bot for workstreams and when we install the voice channel demo, we can see a bot already configured for the demo workstream. Recently in our case, the bot configured was not working and we were getting the below message on calling the workstream/voice channel configured. “Sorry, we couldn’t serve you … Continue reading “Fixed – Power Virtual Agents bots for voice not… Continue...
List Rows, Select Columns, and Lookup field – Power Automate / Dataverse
Suppose we want to retrieve the value of the source campaign lookup of the lead records. The schema name of Source Campaign is – campaignid To get its GUID in the Select columns of list rows we can specify it as _campaignid_value i.e. _lookupschemaname_value The other option is if we specify the schema name in … Continue reading “List Rows, Select Columns, and Lookup field – Power Automate… Continue Reading...
Agents not receiving calls in Omnichannel Voice – Dynamics 365 Customer Service
Recently we saw a few of our agents were not receiving the calls/notification for incoming conversations. Apart from checking the Routing Diagnostics, we can refer to the Omnichannel Ongoing Conversation Dashboard (available for the Omnichannel Supervisor role) In our case, we realized that the ongoing conversation was in Wrap-up status for the agent. And also … Continue reading “Agents not… Continue Reading Nishant...
Using Coalesce Function to handle null value in Power Automate – Dataverse
Recently in one of our flows, we were getting the below error – InvalidTemplate. Unable to process template language expressions in action ‘List_rows_:_Region’ inputs at line ‘0’ and column ‘0’: ‘The template language function ‘replace’ expects its first parameter ‘string’ to be a string. The provided value is of type ‘Null’. Please see...
How to – Configure Voicemail Workstream and Queue – Dynamics 365 Customer Service
When we configure the Voice demo, we can see 2 workstreams and queues created for Voicemail one for individuals other for voicemail of type group. The Default Group Voicemail Workstream has the following intake rule defined. And following Route to Queue Rule Configuring Voicemail… Continue Reading Nishant Rana’s Article on their blog How to – Configure Voicemail Workstream and Queue – Dynamics 365 Customer...
How to – Enable Desktop notifications when the app is in the background – Dynamics 365 Customer Service (Omnichannel – Voice)
Below is how the notification appears to the agents for the incoming conversation. In case the app is in the background the agent might miss the notification. To avoid this scenario we can enable Desktop notifications. Navigate to Agent Experience >> Workspaces >> Notification Templates (Manage) in the Customer Service Admin center … Continue reading “How to – Enable Desktop… Continue...
Dynamics 365 – Different Ways of Showing Form Level Error Messages – setFormNotification | setIsValid
Originally posted on Crm Minds: Form notifications are useful when you want to prevent the user saving the form if the form fields do not meet the conditions. Say you have 2 date fields called “Start Date” and “End Date”. You want the records can only be saved if the “End Date” is bigger than… Continue Reading Nishant Rana’s Article on their blog Dynamics 365 – Different Ways of...
Fixed – Automated messages not working in Voice Channel – Dynamics 365 Customer Service
Recently we were facing an issue with a customized automated message that we had configured for one of our voice channels. The message was not getting played and in fact, the default message was also not getting played for our customer. After some testing, we realized it was because the message had a “&” character … Continue reading “Fixed – Automated messages not working in Voice Channel… Continue...
How to – Set Default value for the combo box in Canvas Apps (Dataverse)
Suppose we have the following Combo Box named Status bind to one of the choice fields of Dataverse. Items = Asset Status option set field of table Product. Now if we want Available to be the default selected value for it, we can use the DefaultSelectedItems property of the combo box. DefaultSelectedItems = Filter(Choices(Products[@’Asset Status’]), … Continue reading “How to – Set Default… Continue...
Enable Sound Notifications in Omnichannel (Voice and other channels) – Dynamics 365 for Customer Service
By default, this is how the notification appears for the agent when he is logged in to the app and is available. There is no sound notification. However, we enable sound notification here. This can be helpful in case the app is in the background and/or the agents are working on something else. Navigate to … Continue reading “Enable Sound Notifications in Omnichannel (Voice and other channels)… Continue Reading...
Understanding Overflow handling – Work item limit exceeds in Voice Channel – Omnichannel (Dynamics 365 Customer Service)
Say for one the Advanced Queue of type Voice we have the following Overflow handling defined (the queue has only 1 user assigned to it). i.e. Condition = Work item limit exceeds 1 Action = Voicemail And it also has an Out of operation hours condition defined. Now, if the customer calls during working hours … Continue reading “Understanding Overflow handling – Work item limit exceeds in Voice… Continue Reading Nishant...
Calculated Column inside Plugin? – Dataverse / Dynamics 365
Recently while working on a plugin, we realized that for a particular column, we were not getting value in the context (on Post Create), the same was the case for Post Update and Post Image. Also using Retrieve and RetrieveMultipleto fetch its value inside the Plugin didn’t work Eventually, we realized it was a calculated … Continue reading “Calculated Column inside Plugin? – Dataverse /… Continue Reading...
Unable to install the Profiler. Unhandled Exception: System.InvalidCastException: Unable to cast object of type ‘Microsoft.Xrm.Sdk.Entity’ to type ‘CrmSdk.PluginType’ in Dynamics 365 / Dataverse
We might get the below error while trying to install the profiler in the Plugin Registration Tool. “Unable to Install the profiler” “Unhandled Exception: System.InvalidCastException: Unable to cast object of type ‘Microsoft.Xrm.Sdk.Entity’ to type ‘CrmSdk.PluginType’. at Microsoft.Crm.Tools.Libraries.OrganizationHelper.InstallProfiler(CrmOrganization org, String prtPath) at… Continue...
How to – Handle single quote/apostrophe in Filter Rows in Power Automate (Dataverse)
Say for e.g. we have the below flow, which finds the lead having subject as “My Test’s Value” On running it we get the below error To make it work we can make use of replace function here. replace(variables(‘Subject’),””,”””) ‘ = to espace ‘ = special character...
How to – Configure Voicemail in Omnichannel Voice Channel – Dynamics 365 Customer Service
For voice mail to work, make sure Unified Routing is provisioned. Next, we need to create a new Agent experience profile. Navigate to Agent Experience >> Workspaces and select Manage for Agent experience profiles. Create a new record. Add the users to it. One user can be part of only one Agent experience profile record. … Continue reading “How to – Configure Voicemail in Omnichannel Voice… Continue...
How to – assign a personal phone number to agents in Voice Channel (Omnichannel)– Dynamics 365 Customer Service
The reason we would assign a personal phone number to the agents is that they can use that number to make an outbound call to the customers or in some scenarios, the customer wants to directly call the specific agent for direct follow-up on a particular case. Let us first add a new phone number. … Continue reading “How to – assign a personal phone number to agents in Voice Channel… Continue Reading Nishant...
Connect Voice Channel to using an existing Azure Communication Services (ACS) Resource – Dynamics 365 Customer Service
We had earlier configured Voice Channel in our Dev environment using ACS Direct Routing. Please refer to this blog post on how to set up a voice channel using a new ACS. https://nishantrana.me/2022/10/17/how-to-set-up-omnichannel-voice-using-azure-communication-service-acs/ Recently while configuring the UAT environment, we thought of reusing the same ACS resource configured earlier…. Continue Reading Nishant Rana’s...
Resolved – Request to XRM API failed with server error:
We were getting below Timeout error while trying to save our Power Automate flow. Request to XRM API failed with server error: ‘Message: Timeout occurred when calling the XRM api’ Code: InnerError: Type: System.Threading.Tasks.TaskCanceledException Message: A task was canceled. It could be because of some issues at the product end – some outage or server … Continue reading “Resolved –… Continue Reading Nishant...
Power Automate: Share Record using Unbound Action
Originally posted on MG : Sharing Records in CDS/ Dynamics CDS automatically based on a specific action??!!! we used to write Custom Workflow Activity or some kind of plugin to Achieve it which may take some hours to develop deploy and Fix. Well ! NO CODE 1 Step workflow can achieve this! By using the Common… Continue Reading Nishant Rana’s Article on their blog Power Automate: Share Record using Unbound Action Reblogged...
Plugin registration profile record not getting created – Dataverse / Dynamics 365
Recently while trying to debug a plugin with Persist to Entity mode on the update step, we didn’t find any profile record getting created. One option is to try to reinstall the profiler. This could happen when we are using a different version of the plugin registration tool and it has the Profiler already installed/configured … Continue reading “Plugin registration profile record not getting… Continue Reading...
How to – Enable inbox for agents in Dynamics 365 Customer Service Workspace / Omnichannel
Inbox view in the agent workspace allows agents to quickly perform a preliminary assessment of the service requests coming from different channels for a timely response. Agents can view cases, conversations, and activities assigned in the inbox tab. To enable inbox for the agents, inside the Customer Service admin center Navigate to Agent Experience >> … Continue reading “How to – Enable… Continue Reading...
Manage Custom Presence – Dynamics 365 Customer Service (Omnichannel)
To manage presences, navigate to Customer Service Admin Center >> Agent Experience >> Productivity >> Custom Presence Out of the box we have the following presences. Only the below presences will be available for the agents to select. The inactive and offline statuses will be automatically set by the system. Although we can deactivate the … Continue reading “Manage Custom Presence –...
How to – enable marketing interactions in lead and contact timeline – Dynamics 365 Marketing
To view marketing interactions, we need to add a custom connector to the timeline of the lead and the contact form. This step is only required if we are using custom forms and not the out-the-box marketing forms for lead and contact. The OOB Form already has this connector defined. Open the form for customization, … Continue reading “How to – enable marketing interactions in lead and contact… Continue Reading Nishant...
Use Command checker (ribbondebug=true) to identify the Ribbon Customizations Issue – Dataverse / Dynamics 365
Appending ribbondebug=true to the record’s URL adds the new Command checker button in the command bar, which could help us in troubleshooting any unexpected behavior with ribbon. More on this – https://powerapps.microsoft.com/en-us/blog/introducing-command-checker-for-model-app-ribbons/ Recently we added one enable rule to an existing button (Go Live) in the Customer Journey table. The rule… Continue Reading Nishant...
Solved – Presence not loading in Omnichannel for Customer Service / Customer Service workspace
Recently in one of the environments, the presence was not loading for the agents. To fix it, we had to update the Channel URL to point to the correct organization name. Before –… Continue Reading Nishant Rana’s Article on their blog Solved – Presence not loading in Omnichannel for Customer Service / Customer Service workspace Recently in one of the environments, the presence was not loading for the agents. To fix it,...
Install Voice Channel in Omnichannel – Dynamics 365 Customer Service
Make sure all the prerequisites are in place – https://learn.microsoft.com/en-us/dynamics365/customer-service/omnichannel-provision-license#prerequisites Login to Power Platform Admin Center >> Environments https://admin.powerplatform.microsoft.com/environments Select Resources >> Dynamics 365 apps Select Manage for Omnichannel for Customer Service – Telephony It will open Dynamics 365… Continue Reading...
Show/Hide ribbon button based on Security Role without writing code in Dynamics 365 CE?
Originally posted on goutam dynamics: Recently I have seen in a community post, there was a requirement to show/hide opportunity “Close as won” and “Close as lost” button based on user security role without writing any code. Ideally in this scenario we basically retrieve the user role name using web API and then based on… Continue Reading Nishant Rana’s Article on their blog Show/Hide ribbon button based on Security Role...
Use the Marketing only field to identify automatically generated marketing contact records – Dynamics 365 Marketing
The form-matching strategy defines what field(s) will be used to find the matching record. Can be found at – Dynamics 365 Marketing >> Settings >> Lead Management >> Form Matching (Outbound) We then associate the form-matching record with a marketing form. So if a contact with the same email address is found, the record will … Continue reading “Use the Marketing only field to...
Omnichannel Real-time analytics reports (Preview) – Dynamics 365 Customer Service
The Real-time dashboard consists Summary, Ongoing conversation, Agent, and Voice report. To enable it – Login into Customer Service Admin Center >> Operations >> Insights >> Report Settings >> Real-time Analytics (preview) Enable it – After a couple of minutes, we can see the Dashboard added to the Customer Service Workspace app. Within the Summary, … Continue reading...
New look-and-feel model-driven apps: A comparison and my thoughts
Originally posted on Power⚡Thomas: It was already announced in the Power Platform 2023 Release Wave 1 and since last Thursday, February 2, 2023, it has become available in preview. I am referring to the new look-and-feel for Model-driven Apps. Last year, I already posted a LinkedIn post in which I discovered that there had… Continue Reading Nishant Rana’s Article on their blog New look-and-feel model-driven apps: A...
Contact’s Originating Lead – originatingleadid is not valid for update – Dynamics 365 / Dataverse
Recently we were writing a plugin that on the creation of a lead updates the originating lead of a contact record. The value was neither getting updated nor we were getting any errors.It was after we spent a good amount of time debugging, realized that this field cannot be updated.So basically, we can specify a … Continue reading “Contact’s Originating Lead – originatingleadid is not valid for… Continue...
How to – Identify Dynamics 365 Marketing Application App and its corresponding environment
We can easily identify the Marketing App and the environment in which it has been provisioned. Login to Power Platform Admin Center >> Resources >> Dynamics 365 Apps https://admin.powerplatform.microsoft.com/ We can find the unique name of the environment/organization suffixed with the name of the app i.e. Dynamics 365 Marketing Application for the configured app. Navigate … Continue reading… Continue...
Moving Marketing Email, Journey, Events, etc. between environments – Dynamics 365 Marketing
To move Marketing configurations/data from one environment to another we can make use of the Configuration Migration Tool. Open the tool, and create the schema file. Connect to the source environment. Select and add the real-time marketing email table – msdynmkt_email Soure email. Next, we are going to select the real-time marketing Journey table – … Continue reading “Moving Marketing Email,… Continue...
How to – Generate Long-Lived Page Access Token – Facebook
Login to Meta for Developers and note down the App ID and App Secret of the app. Access Tokens – https://developers.facebook.com/docs/pages/access-tokens/ https://developers.facebook.com/apps/ To get the long-lived page access token, first, we need to generate a short-lived Access Token. In Graph API Explorer – https://developers.facebook.com/tools/explorer, select the App and the page… Continue Reading Nishant...
How to – Hide Approve / Reject Button in Approval Email in Power Automate Approval Workflow
Recently we had a requirement to remove or hide the Approve and Reject buttons from the approval email as we wanted the user to manage it all from the Approval Center. The way we implemented this is by replacing the Start and wait for an approval action with Create an approval, Send email notification and … Continue reading “How to – Hide Approve / Reject Button in Approval Email in Power… Continue Reading...
Format property missing in Date Picker in custom page – Dataverse / PowerApps
Recently while designing the custom page, we realized that the format property is missing for the Date Picker control. This is because Date Picker control is based on Fluent UI Library. One option earlier was to enable the Classic Controls from Settings And replace the existing control with the classic control Now it seems that … Continue reading “Format property missing in Date Picker in… Continue Reading Nishant...
Configuration Migration Tool Filter Updates and the Power Apps Portal
Originally posted on Colin Vermander: If you haven’t heard or seen the most recent update to the SDK tool Configuration Migration Tool (CMT) then it is a must check out as the latest version of the tool includes filtering capaibility as Alan Mervitz (@amervitz) noticed on Twitter and has documented on his blog. This feature… Continue Reading Nishant Rana’s Article on their blog Configuration Migration Tool Filter...
Marketing Form and required (mandatory) fields in Lead and Contact – Dynamics 365 Marketing
Let us take one of the out-of-the-box marketing forms available in Dynamics 365 Marketing. It has only an Email field marked as required and creates / updates both contacts and leads. If we click on Check for errors we will get the below notifications. To create a Contact, the Last Name (lastname) field should be … Continue reading “Marketing Form and required (mandatory) fields in Lead and… Continue Reading Nishant...
Sample formula for Associating N:N records and Creating 1:N records in Canvas App (PowerApps / Dataverse)
Just sharing the sample formula, we used for associating selected products from the gallery to lead on OnSelect of a button. Here collectionCheckedProducts contains the checked products from the gallery bound to the product data source – varEnquiryIdWithoutCurlyBraces contains the GUID of the Lead record. Here Enquiry is Lead renamed. Enquires(leadproduct_association) is the name of … Continue… Continue Reading...
How duplicate phone numbers for customers (contact/account) are handled in Voice Channel (Dynamics 365 Omnichannel for Customer Service)
Before we delve into different scenarios, few key points, we need to be aware of about Phone Numbers in Voice Channels. Voice Channel considers Contact’s Mobile Phone (mobilephone) and Account’s Phone (telephone1) fields. https://learn.microsoft.com/en-us/dynamics365/customer-service/record-identification-rule The phone number should be in E.164 format inside Dynamics 365…. Continue Reading Nishant Rana’s...
How to – configure Facebook Webhook Validation with Power Automate Flow (Dataverse / Dynamics 365)
Recently we were working on Facebook Leads integration with Dynamics 365. Webhook for Leads can be configured to send real-time notifications of the Leads ads changes. The first step of setting up Webhook requires creating an HTTPS endpoint that can process 2 types of HTTP Requests – Verification and Event notifications. Here we will see … Continue reading “How to – configure Facebook… Continue Reading Nishant...
Fixed – Omnichannel authentication failed. Contact your administrator in Omnichannel Ongoing Conversations Dashboard
Recently we were getting the below error on the Omnichannel Ongoing Conversations Dashboard. As the user was having an Omnichannel Administrator role, we expected it to work for the user. We raised a support ticket for the same and got to know that we need to assign the Omnichannel supervisor role for it to work … Continue reading “Fixed – Omnichannel authentication failed. Contact your… Continue Reading Nishant...
Fixed – The product cannot be added because it is not active while creating Quote Product – Dynamics 365 / Dataverse
We got the below error while trying to create a quote product programmatically. As the error message specifies, this is because we are trying to add/associate a DRAFT product to the Quote Product. We will get a similar error from the application as well if we try adding a draft product as an existing product … Continue reading “Fixed – The product cannot be added because it is not active while… Continue Reading...
How to – Filter data source to get the active records Dataverse / PowerApps
Just sharing the syntax, that we can use to filter the data source based on the status field. Below is our gallery bound to Cases (Data Source) and showing only the Active cases. Items Filter(Cases, Status = ‘Status (Cases)’.Active) Filter(Datasource, Status = ‘Status (Datasource)’.[value]) Hope it helps.. Continue Reading Nishant Rana’s Article on their blog How to – Filter data source to get...
Tap into the interaction data generated by Dynamics 365 Marketing
Originally posted on Microsoft Lystavlen: One of the many strong points of Dynamics 365 Marketing is the separation of the Dynamics 365 environment and the Marketing services (see “Elements in a Marketing environment“) This separation has a lot of advantages – including performance. However, the data in the Marketing services aren’t directly accessible to users… Continue Reading Nishant Rana’s...
Fixed – sdkmessageprocessingstep With Id = {GUID} Does Not Exist – Plug-in Profiler – Dynamics 365 / Dataverse
Recently we got the below issue while saving the contact record. It was throwing this for one of our plugin steps registered on the update, for which we had already removed the profiling. The profiling was already removed from the step. It was the same error while trying to uninstall the profiler. As mentioned in … Continue reading “Fixed – sdkmessageprocessingstep With Id = {GUID} Does Not… Continue Reading...
Sample Code – Capture / Record lead qualification date – Dynamics 365 / Dataverse
Recently we had a requirement to capture the date when a lead is qualified. Here we can create a new date time attribute to capture the lead qualification date and update this field either through workflow, flow, or plugin on lead qualification. Status Code = 3 (Qualified) We implemented a plugin on PreOperation – Update … Continue reading “Sample Code – Capture / Record lead qualification… Continue Reading...
Retrieve primary entities along with related entities with one QueryExpression
Retrieve related records for a parent record It’s possible to get related records of a relationship when we retrieve a parent record using RelatedEntitiesQuery property in the RetrieveRequest. That means you have to construct the RetrieveRequest not using the Retrieve method from the OrganizationServiceProxy class…. Continue Reading Nishant Rana’s Article on their blog Retrieve primary entities along with related entities...
Approval / When a file is created (properties only) – when a file is added to the folder in the SharePoint library
Recently we had a requirement to implement an approval workflow when a document is added to a SharePoint library. Below is how we can implement it. Details – Trigger – When a file is created (properties only) Specify the Site Address, Library Name, and the Folder on which the flow should run. Initialize Variable Initialize … Continue reading “Approval / When a file is created (properties… Continue Reading...
How to – Filter using related table(lookup)’s Multi Choices or MultiSelect Option Set column– PowerApps / Dataverse / Dynamics 365
Continuing our previous example, here we have added a new choice field in Table B. Here Table A has a lookup of Table B which has the new multichoice column added to it. (Also Table B has a lookup of Table C in it) Based on the values selected in the multiple-choice field’s combo box … Continue reading “How to – Filter using related table(lookup)’s Multi Choices or MultiSelect Option Set… Continue Reading...