Tip #1000: Automatically close phone calls the hard way

CRM Tip of the Day reader writes:

I want to automatically close phone calls without the user clicking the “close” button. How can I do that?

In the words of Theodore Roosevelt, “Far better is it to dare mighty things, to win glorious triumphs, even though checkered by failure… than to rank with those poor spirits who neither enjoy nor suffer much, because they live in a gray twilight that knows not victory nor defeat.”

Here at CRM Tip of the day, we are not ones to take the easy way out. So here is how to close phone call records, in less than 22 steps.

  1. When done with the phone call user creates a note against the phone call record with the subject “I’m done.”
  2. Workflow is triggered by the note being created via a check condition step looking for notes with “I’m done” subject.
  3. Workflow creates task record.
  4. Task being created triggers Microsoft Flow.
  5. Microsoft Flow updates facebook with “just got off the phone”
  6. Facebook update triggers IFTTT rule.
  7. IFTTT adds a row to a spreadsheet in Dropbox.
  8. Spreadsheet update triggers Zapier to send an email to “closephonecall@yourcompany.com.”
  9. Exchange rule on mailbox forwards email to forward mailbox.
  10. Dynamics 365 picks up message and adds it to queue.
  11. Auto case creation rule converts email to case.
  12. SLA escalates the case to escalation queue
  13. Escallation of case triggers workflow
  14. Workflow creates Announcement record.
  15. Announcement record plugin pushes announcement to Azure queue.
  16. Logic apps listens on the queue and sends SMS message.
  17. Message is picked up by Azure Function.
  18. Azure Function signals listener on a client machine.
  19. Listener kicks in UI Automation that opens browser, finds the announcement and deactivates it.
  20. Deactivated announcement triggers workflow.
  21. Phone call is completed.

Thank you for reading and sending your tips over the past 4 years and 1,000 tips! Watch a videoof our live reveal at CRMUG Summit 2017.

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Tip #999: Troubleshooting case creation in Customer Service Hub

In this video, we look at an issue I ran into with not being able to create new cases, or edit existing cases with Customer Service Hub. We will explain the cause of the issue, and walk you through how to fix it.

Give us your feedback, all of it: good, bad, and ugly, I’m sure we can take it. Suggest new topics either in comments or by sending your ideas to jar@crmtipoftheday.com.

Don’t forget to subscribe to http://youtube.com/crmtipoftheday!

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Tip #998: If you have to frequently log in to Dynamics 365 mobile

This is the latest in our series of posts called “Reviewing the reviewers.”  Given that the Apple App Store does not allow responses to app reviews, we are responding to these frequently misguided reviewers here, and explaining how they can resolve the issues that they are seeing with the Dynamics 365 mobile app. Read the previous post in this series.

Today’s review is from Craffay:

Overall, as a review, I would give it a D. The reason is, it is reviewing the Dynamics 365 phone app, but then doesn’t review the Dynamics 365 app, it reviews OneDrive.

The main reason sited for why he wants to give it negative stars and nuke the app is the frequency of having to log in to the app. But here is an important detail: many Office 365 deployments (which includes Dynamics 365) use ADFS for single sign on. The duration of the session token which determines how soon users must log in again is a setting on the ADFS relying party trust.  If you get logged out of your Microsoft business apps very frequently, don’t blame the app. Blame your over protective network administrator.

If you find yourself frustrated having to log in again to Dynamics 365 or other Microsoft business apps, another thing you should do is install Microsoft Authenticator. Authenticator manages your logins for Microsoft accounts, and with Authenticator, you should rarely have to enter your credentials. When prompted for credentials, you can choose the account you wish to use, and Authenticator will log you in. It even supports fingerprint authentication, as Craffay requested.  It’s especially useful if you switch between multiple Office 365 accounts. I also use it to manage my personal Microsoft accounts and facilitate two factor authentication for my Facebook, Amazon, WordPress, Dropbox, and other accounts.

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Tip #997: Mobile offline organization data download filter limitations

In Dynamics 365, you can specify an organization data download filter for entities enabled for mobile offline.

From the entity customization form, check the box for “enable for Mobile offline,” then click the link for Organization data download filter.

On the next screen, you will get what appears to be an Advanced Find type screen to specify the data that will be sent to Azure from the selected entity to be available offline.

However, this filter is more limited than advanced find. Be aware of the following limitations:

  • You can only filter on fields with data type single line text, date/time, and option set. Say you have a yes/no (two option) field that you wish to base your filter upon–you can’t do it.
  • The filter cannot reference related entities.
  • The filter can only contain three lines.

With these limitations in mind, should you become discouraged about mobile offline? Not necessarily. Keep in mind that the data a user sees offline is based on a combination of factors:

  • Organization data filter.
  • Offline profile.
  • The user’s security permission.

The organization data filter is just part of the story. It’s ok if your offline data pool contains more records than a user should see, because only the records that they have access to based on their security role and offline profile will download to the users’ device.

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Tip #996: Learn at the summit

What’s the point of running CRM Tip of The Day site if you can’t wheel it out when you need a bit of a promotion? So here we go.

If you’re attending D365UG/CRMUG Summit in Nashville next week, and thirsty for more Dynamics 365 goodness, consider signing up for one of the 25 D365UG/CRMUG Academy classes.

Of course, I’d love you to come to one of my classes over the 2 pre-summit days:

  1. Build a Dynamics 365 Portal in a day. As per title, it will take the entire Monday, October 9, 2017 to learn the fundamentals (and beyond) of the portal development. We will have the exercises for both beginners and skilled developers alike. Bring your laptop and questions.
  2. Free Your Day with Dynamics 365 Automation. This is for every day users, consultants, and even developers – tools, tips and tricks how to be more productive by making your environment and Dynamics 365 do the heavy lifting. Just in 4 hours learn how to be a pointy boss – make the tools work, reap all the credit.
  3. The Best of Advanced Customizations in Dynamics 365. Third year running, as strong as ever. If you ever customize Dynamics 365 yourself or if you ever work with those who do, you need to know this stuff. Of course, “July 2017” a.k.a. version 9 goodness will be there.

Ignoring the above still leaves you with 22 courses to choose from, whether you’re end-user, customizer, analyst, citizen developer, or just a good old developer, consultant, architect, project manager, or ever – gulp – the boss.

So come to Nashville a day or two earlier and learn. See you there!

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Tip #995: Read the readme

As you probably have heard, Dynamics 365 July 2017 update is now General Availability (GA). If you set up an online trial environment or you provision a new organization in any geography, you will now receive a shiny new Dynamics 365 v9 environment.

As you rush off to provision your environment, be sure to read the readme for this release.There are several capabilities that are not yet available.

The following features are in public preview, with Outlook and Cortana GA next week:

Mobile offline and Relationship Analytics are in private preview.

What does this mean to you?

  • If you are an existing customer, don’t worry. Core functionality like Outlook App and mobile offline will be available before upgrades are scheduled.
  • If you are a new client starting this week, your choice is to either start with v9 and wait to roll out the functionality not yet released when it becomes available, or provision your organization as 8.2 (in the setup step, select “Dynamics 365” instead of July 2017 update).  My recommendation is to start with v9 (July 2017 Update for Dynamics 365). It will be cleaner than starting on 8.2 and upgrading, and by the time you are ready to test offline and Outlook, that functionality will be released.
  • Dynamics 365 sales, pre-sales, and consultants that want to demonstrate the latest and greatest: go with v9, but you will also probably want to maintain an 8.2 organization if you need to demonstrate Outlook or offline capabilities for now.
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Tip #994: Compare two security rules

Steve “kick the hornet’s nest” Mordue asks:

Does anyone know of a tool
for comparing two security roles easily?

Good news Steve. There’s a Yack for that.

David Yack’s fantastic Xrm.Tools has a security role explorer that allows you to easily compare two Dynamics 365 security roles, identify what is unique to each role, and what the differences are.

In your browser, go to Xrm.Tools. Click “Sign in” and log in to your Office 365 account. Note–you can save this step by logging in to Dynamics 365 first, then opening another tab and going to xrm.tools. You still need to click “sign in,” but it will authenticate you to your Office 365 account.

In the lower left quadrant, click “Explore Roles Now!”

On the next screen, select the organization environment where you wish to compare roles.

Click “Compare Roles.”

Select the roles you wish to compare and click “compare.”

The tool will then provide you with a comparison of the two roles:

  • Permissions unique to role 1
  • Permissions unique to role 2
  • Differences between the two roles
  • Similarities between the two roles


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Tip #992: Updating customer data from survey responses

Can I use Voice of the Customer surveys to keep client contact data up to date in CRM

Yes you can, with the help of a workflow.

Let’s say you send a survey to clients and want them to let you know if their address or phone number have changed. You could create a survey containing fields for street, city, postal code, and phone number, then create a workflow to update the contact record with the data provided.

Here’s a “no code” way to do this. First thing you need to know is survey responses are stored in an entity called Survey Response. Answers to questions are stored in the Question Response entity, which is a child of Survey Response. When a customer responds to a survey, the customer is referenced in the Account or Contact lookup field in the Survey Response entity, and all of the customer’s answers are stored in related Question Response records.

So you could create a workflow that runs on create of Question Answer.

First step, do a check condition step to see if the related survey response is from a contact. If it isn’t, stop the workflow.

The first challenge we are going to hit is that since the answer doesn’t have a direct relationship with contact, we can’t easily update the Contact record from a question response workflow. One way to resolve this is to add a relationship between question response and contact, and if the response is related to a contact, update the contact field on the question response to link it to the contact.

Next, check condition to validate which field should be updated.

You may also want to check to see if the response contains data, so you don’t overwrite data with blanks. Then update that field of the contact record.

Add a conditional branch for each additional question that you want to update the contact record.

Warnings and considerations

This is just a simple example of how you can use VOC surveys to update customer information. While this is possible, I would think twice before using this approach in production.

  • It’s not efficient.
  • Depending on your volume of responses, having a workflow fire on each one (and even if the response doesn’t meet the check condition, the workflow is still running for each create) might cause performance issues.
  • Having clients update their contact information can be convenient, but it can also be risky. Somebody might update their email address to be noemail@yahoo.com or put all zeros in their phone number.
  • A more efficient way to do this might be to use a batch job with KingswaySoft rather than having a workflow fire for each question.
  • Better options might be to use a ClickDimensions form or Dynamics 365 portal.
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Tip #991: Survey snippets

Dynamics 365 Voice of the Customer lets you copy a snippet to embed in a CRM email template to invite customers to take your survey.

But if you hit the (…) button, you will see three additional snippet options:

  • Face Snippet
  • NPS Snippet
  • Rating Snippet

This allows you to actually embed a question in the template, which can improve your response rate. But if you have tried these snippets, you may have found them not to work, and some error message saying you have to have a question with a query parameter set to “a.” What does that mean?

The answer is if you want to use one of the special snippets, you must have a question of that type on the survey (smiley face, rating, or net promoter score), and in the advanced options for that question, you must put an ‘a’ in the Pre Populate Query String” field.

Once you do that, your survey recipients will see this in their email.

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