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In Dynamics 365, when cases are created, you can configure it to be assigned directly to a specific queue, e.g. to be assigned directly to a specific person, or to be escalated. To do this, you set up Routing Rules. Go to Settings->Service Management: Select Routing Rules Sets: Select New to create a new Routing Rule: We will create a new routing rule to route high priority cases. Enter a … Continue reading Automatically Route Cases to a Queue

In Dynamics 365, cases are assigned to queues to be processed by support users. Let’s say a user is assigned to a queue, Tier 1 Support. The user can easily see cases assigned to the queue by going to Service->Queues: And filtering the queues: You can see which user is working on which case, if any. By selecting a case from this view, a user has the option to “Pick” … Continue reading Picking and Releasing Cases from Queues

Dynamics 365 has form notifications that can be fired in JavaScript. Below is an example of each type – error, warning and information: function FormNotification() { Xrm.Page.ui.setFormNotification(‘This is an error notification’, ‘ERROR’); Xrm.Page.ui.setFormNotification(‘This is a warning notification’, ‘WARNING’); Xrm.Page.ui.setFormNotification(‘This is an information notification’, ‘INFORMATION’); } Let’s add these to the Save event handler: Click Save. You will see the form notifications:  

To access Interactive Service Hub (ISH) for Dynamics 365, navigate to Settings and under Application, click on Interactive Service Hub: If this is not in the sitemap, you can navigate directly to the Interactive Service Hub page by adding engagementhub.aspx to your Dynamics 365 URL, for example https://yourorg.crm.dynamics.com/engagementhub.aspx. This will open a page that loads ISH: You may see a message such as “Your browser’s effective resolution is lower than the recommended”: … Continue reading Accessing Interactive Service Hub for Dynamics 365

When closing opportunities in Dynamics 365, we can determine how the actual revenue field is calculated, whether it is system calculated (by adding quote amounts) or user calculated (entered manually). Here we will go through how this works. First, open the Opportunity entity in Customizations and open the field isrevenuesystemcalculated. You will see there is a default option for either System Calculated or User Calculated. Change the value to System … Continue reading Opportunities and Calculating Revenue in Dynamics 365

In this post we will go through installing Field Service for Dynamics 365 Online. Go to App Source and refine by product Dynamics 365: Scroll down and you will see Dynamics 365 for Field Service: Click on Free Trial: You may be prompted to enter your email address: Click Continue: Click to Agree: Now in the Administrator Portal you will see Field Service. Click Install: And Install: The status will … Continue reading Installing Field Service for Dynamics 365 (Online)

The Iconator is a plugin for the XrmToolBox from MsCrmTools that manages icons for entities. To use it, open the XrmToolBox and open Iconator: Click Load Entities and Images. You will see: Click Add Images. Here you can add new web resource images to a solution: Select an image and click Map, then Apply and Publish: The entity image will be updated:      

In Dynamics 365, when a plugin is executed, we can determine the query type that caused the plugin to fire through the IPluginExecutionContext in Microsoft.Xrm.Sdk. In the example below, if we run create a simple plugin that runs on RetrieveMultiple, and display Active Accounts in the Dynamics 365 user interface, our plugin execution context will contain in the InputParameters a key for Query. The value of the key shows it … Continue reading Dynamics 365 – Plugin Execution Query