Friday, November 28, 2014

How to create a shared service work schedule in Dynamics CRM

There is no concept of shared work schedules when creating services in Dynamics CRM. So if you have a large garage with a resource group containing all your mechanics and they all work the same hours the expectation is that you will enter the working hours for each individual mechanic which is a bit tedious. 

A way around this is to create a facility/equipment resource for you opening hours and set it's work schedule to your working hours. The important point when doing this is to select the show capacity option and increase it's capacity to a suitable large number.

Tuesday, November 04, 2014

How to configure a SLA to calculate workings days

The Spring 2014 release of Dynamics CRM saw the introduction of the Service Management functionality which allows SLA’s to be created and maintained which previously would have required custom code. There is new menu tile under settings to access the Service Management options.

In this example I will show you how to use customer service and holiday schedules to configure a SLA so that the Resolve Date is set to two working days after the creation date. It will apply Monday to Friday and takes account of holidays. You can see below that t
he SLA references a customer service schedule called  “Mon to Fri”


Saturday, August 23, 2014

Weighted Revenue using a Business Rule

A common requirement when customizing Dynamics CRM for a sales team is to calculate a weighted revenue based on a combination of fields. This simple example shows how business rules can be used to calculate a weighted revenue amount for an opportunity based on the probability field.

The first thing to do is add a field called Weighted Revenue of type currency to the Opportunity entity as shown.

Monday, July 28, 2014

Advanced Find - Hide Fields

The Advanced Find functionality in Dynamics CRM is a powerful facility which allows users to search for data using a combinations of conditions. The number of fields available for searching can be a little daunting for new users and it is good practise to hide fields that are not in use or relevant.

Fields can be hidden from the Advanced Find selection by setting the field’s searchable property to No.

Tuesday, July 08, 2014

How to import many-to-many relationships in Dynamics CRM

You cannot import many to many relationships in Dynamics CRM using the out of the box import tool however this functionality was recently added to the fabulous XrmToolBox

You can use XrmToolBox to import and export the details of many to many relationships and making it ideal to transfer relationships from one organization to another.

The file format delimits your mapping identifier using a semicolon  as shown below



Tuesday, June 10, 2014

Dynamics Spring 2014 - Resolve Case

The Spring 2014 release of Dynamics CRM contains some nice features around service management including the ability to configure SLA’s. One improvement in service management that I like is the ability now to cancel all open tasks for case when you resolve it.

Prior to this you could not resolve a case with open activities and you had to manually close these tasks.

Support for child cases has also been added and under the new service management menu in settings you can specify how the interaction between closing a parent cases and its child cases works.


Tuesday, April 29, 2014

Dynamics CRM - How to Edit a Data Map

When you use the data import wizard in CRM you get the option to save your import mappings as a Data Map so it can be reused.  

Friday, April 11, 2014

Dynamics CRM 2013 - Business Process Flows Switching

Business Process Flows which added in Dynamics 2013 are used to guide a user through the steps in a business process.  When a BPF, Business Process Flow, is enabled for an entity a process flow bar appears at the top of the form.


Friday, January 31, 2014

Dynamics CRM 2013 - Filter Lookup Dialogs

Dynamics 2013 includes some new methods to simply the process of filtering the results displayed in a lookup dialog. The concept is relatively straight forward. The PreSearch event is raised when the lookup dialog is initialised and by using an event handler we can call a function to add the required filter conditions when this event is raised.

In this example below we are going to filter the accounts lookup on the opportunity form to only display those where the opportunity contact is the primary contact on the account. 

Monday, January 20, 2014

Dynamics CRM 2013 - Modify Quick Create

One of the best usability features added to Dynamics 2013 was addition of the Create button in the navigation bar. As part of the new user experience (UX) enhancements it allows new records to be added from anywhere in the system without leaving the current form. A typical scenario is the logging of a new phone whilst working on another task.

If you want configure an entity to appear as a quick create options then customize the entity and check the “Allow quick create” option under Data Services as shown below.  The entity must have a quick entry form to appear.

For custom entities I would suggest that you upload an icon for your custom entity to enhance the user experience.