Dynamics 365 Mobile apps are handy tools which allow D365 users to access and update their Dynamics 365 environment from anywhere and at any time. Beyond that, customizing what is available on the mobile app is key to ensure that the experience is efficient for both the user and the organization.
A user’s security role must include the necessary permissions in order for them to successfully use the mobile app. If you have used (or copied) an out of the box role chances are high that most of these are already set, but it never hurts to check. And if you have created a custom security role, it is particularly important to confirm that the following privileges and access combinations have been configured.
1. The Dynamics 365 for mobile privilege is the first one to confirm. This privilege is in the Business Management tab of a security role within the Privacy Related Privileges section. Verify that Dynamics 365 for mobile is set to Organization.
2. Validate that the following entities have a minimum of Read access at the Organization level, by navigating to the Customization tab of a security role.
- Custom Control
- Custom Control Default Config
- Custom Control Resource
- System Application Metadata
- System Form
- User Application Metadata
3. Next go to the Business Management Tab. Verify that User Settings is set at the Organization level for Read permission, and the remainder of the privileges have a minimum of User access.
Dashboards also need to be configured for them to be available to users in the mobile app. This is easily accomplished by opening your D365 solution and within the Components area, select Dashboards. Choose the Dashboard which you want accessible from mobile devices, select Properties, then select the box to Enable for mobile, choose OK and save. Then move onto the next Dashboard, which you want available, and repeat the same steps.
You can also limit the entities, as well as form components which display in the mobile app. Navigate to you D365 solution and within the Components area, select the entity you wish to be available on the mobile app. Ensure that the ‘Enable for mobile’ box has been ticked.
Next if you wish to only show certain elements of an entity form, open the main form for the entity, and open the Tab Properties, Section Properties and/or individual field properties, and tick or untick the option for ‘Available on phone.’
Goal management in Dynamics 365 is a tool which provides the ability to manage KPIs in just a few clicks. You can use goals to compare targets and actuals for a defined period. And given the fact that Goals is an out of the box feature with Dynamics 365, you can set them up in no time at all. Additionally, since Goals are native to the system, they work seamlessly with workflows, business rules and other various Dynamics 365 functions.
To help you understand how goals work, consider the following scenario:
Your company sells drywall, you, as the sales manager, want to set a revenue target for the overall sales team and then targets for each individual sales team rep who will contribute to the sales team target. With the given targets you want the ability to monitor progress throughout the fiscal period.
To get the results you desire you will need to utilize a couple entities in Dynamics 365 and create a handful of records:
1. Goal Metric: this allows you to set the detailed measurement (amount or count) for the defined goals. You can create multiple goal metric records to measure different elements, revenue and number of panels sold for example.
2. Rollup Fields: the goal metric includes a section where you identify the rollup fields which will be used to track against the metric. You will define rollup fields which will be used to measure both the in progress and actual values.
3. Goal: the entity where you will define who is responsible for the goal, the metric being measured and the target. In the scenario where you are setting an overall sales team goal and then individual goals, you will create multiple goal records (1 for the overall cumulative goal, and then 1 for each sales team member).
All sales records identified will be rolled up against each sales agent’s goal, which are the child goals. Then the child goals will be rolled up to the parent goal, which is the overall sales team goal. You can then set up a dashboard with data components which display goal metrics, allowing you to sit back and monitor results as they start rolling in.
There is a standard site map for all Dynamics 365 instances, but chances are the default site map does not scream ease of navigation for your organization. It is important that Users can easily find the entities they need without hunting column by column, and more importantly they see what they need to see, and ONLY what they need to see.
Dynamics 365 provides the ability to modify the standard site map without coding, allowing everyday users to easily modify the layout, making it a better fit for your business. You will need either the System Administrator or System Customizer role to perform the following actions.
To customize the site map, simply go to Settings > Customizations > Customize the System.
You will find multiple site maps under Client Extensions, there is typically one which contains all apps, and then others which are each tied to a specific app.
In this case, we are using the default one which is labeled “Site Map”.
There are three components that you can easily drag and drop to create/modify your site map. Once you have each of the components added, you can click on each one and configure the properties for each component. And if necessary you can drag and drop the components around to change their order and/or the column they display in. You can also remove components which are not needed.
1. You will need to check the Show Groups checkbox to enable the Group before dragging the Group to your site map.
2. You can choose different Types of components for a subarea, and once you choose an option, irrelevant fields in the pane will be greyed out.
Running multiple business applications is a common practice nowadays, and it is often labor intensive or darn near impossible to make your applications talk to one another. This often leads to an awful lot of open tabs as you perpetually switch between applications updating information, or worse yet data becomes disconnected and disparate.
Microsoft has published their Business Application Platform including Flow, PowerApps and Power BI which are powerful tools that you can use to seamlessly allow your applications to talk to each other. Maybe even more importantly, these applications combine and merge the data from multiple applications, making the most out of your data.
Think of Microsoft Flow as a bridge which connects your applications and performs Actions automatically based on specified Triggers.
There are many out of the box Flow templates, built on applications used daily, which can be consumed. Additionally, you can create your own multi step Flow across several apps using supported Actions and Triggers.
Save time and invest your energy in other areas which require your focus. Let Microsoft Flow handle it, by sending you a notification about something which requires your attention, managing backend processes which up until recently were done manually, handling approvals…just to name a few. All of this can be done from the web, your phone or tablet, or even from your inbox! The functionality afforded by Microsoft Flow works with records stored in SharePoint, Dynamics 365, Tweets and over 100 other applications. The image below is just a small sample of the applications that you can connect with Flow.
Are you juggling two CRM systems because you have an overwhelming amount of data in your existing system, and you do not even know where to begin as you make the transition to Dynamics 365? Data importing aside, is a bigger concern loss of data and/or data integrity? Or do you have salespeople attending events and need a quick and easy process for getting all the data which has been gathered into D365?
Your search is over. Importing data is an important task you will need to perform at one point or another. Whether it be when your Dynamics 365 environment goes live or later when you need to bring in data which has been collected in another application. No matter how you slice it, the need will arise! You can import data into standard and customized fields of out of the box and custom entities in Dynamics 365. Not only that, you can also include related data, such as activities and notes. To assure data integrity, you can enable duplicate detection to prevent importing duplicate records.
A few pointers as you prepare your data for import:
Export data from your existing system in one of the following formats: comma-separated values (.csv), XML Spreadsheet 2003 (.xml), Compressed (.zip) or text files. Or save an Excel file, which has had data entered into it, as a .csv or .xml.
Once you have your raw data ready, the next thing you need to do is to prepare your data import template. There are a handful of ways to create a template for your data import into Dynamics 365.
1. Use Preconceived Templates. Go to Settings > Data Management > Templates for Data Import > Find the template for the entity you want to perform a data import for.
2. Create an Advanced Find Query. Perform an Advanced Find query, add the necessary columns, and then Export to Excel. Once exported replace the existing data with your own data.
3. Use an Existing Entity View. Navigate to the desired entity, select your preferred view, then select Export to Excel from the command bar. Once exported replace the existing data with your own data.
4. Create Your Own Template. In Excel, create your own template by adding column headers, which represent field names.
Once you have the template ready, you can copy and paste your data into the template. Be careful, Dynamics 365 is picky on formatting, make sure you paste as plain text.
Now you are ready to import your data. Go to Settings > Data Management > Imports and from the navigation area choose Import Data.
Browse to the location where you have saved the file, and select Next. On the next screen, confirm that the file is correct and select Next again.
Choose to have the system map the data automatically, the first selection in the list. Conversely, you can also use a Customized Data Map. After making your selection, select Next.
Choose the entity that you are mapping to.
The system will detect the fields. Verify that they match as you intended. For any fields that do not map automatically or are flagged, select the field that you want to map it to, or if needed, create a new field at that time. Once completed, select Next.
Verify the import file again and select Next.
On the next screen make your desired selections. To save the data map you have created, to use in the future, enter a descriptive name in the Data Map Name field shown below. Select Submit to execute the import. You can check the status of the import or view errors by navigating to Settings > Data Management > Imports.
Did you know that there is an auditing feature which comes standard out of the box with Microsoft Dynamics 365? All you need to do is enable and configure it to your needs and going forward all enabled actions will be logged. Auditing allows organizations to easily track high level record changes, granular field level changes, and user log in within the system.
By default, auditing is not turned on in Dynamics 365, so if you are interested in this feature you will need to enable and configure your auditing preferences. D365 provides the flexibility to enable/disable auditing at the organization, entity and attribute levels. It is worth mentioning that to audit at the field level, auditing must be enabled for the organization and the entity.
Enable auditing at the organization level
1. Auditing setup is under the Settings Tile. Click on Auditing and go to Global Audit Settings. To enable auditing, if not ticked already, tick the box Start Auditing.
2. After either ticking the box to start auditing or confirming it is ticked, you will then need to choose specific entity categories that you want to enable auditing for. In this step, you are simply defining the entity clusters, you will still need to enable auditing for each entity you want to audit within the grouping. Do note that as you hover over each group, a tooltip appears which defines the included entities.
Enable auditing at the entity level
To enable auditing at the entity level, go to Settings > Customizations > Customize the System. Expand the Entities tab and select the entity that you want to turn on auditing for.
The Auditing checkbox is unchecked by default for all entities, once checked, you will be prompted that all fields in the entity are enabled for auditing. If you don’t want a field to be audited, you can either disable auditing on a field-by-field basis or mass select fields and edit their audit setting (enabled or disabled).
Check auditing history
Audit history is stored under each record, you can simply open a record in Dynamics 365 and click on the drop down beside the record on the top navigation bar. You will be presented with an “Audit History” where you can view all audited data changes.
You can also access a summary of all audited data by navigating to Settings > Auditing > Audit Summary View.
The ability to retrieve and display the audit history is restricted to users who have certain security privileges: View Audit History and View Audit Summary. There are also privileges specific to partitions: View Audit Partitions and Delete Audit Partitions.
The following list identifies the data and operations that can be audited:
- Create, update, and delete operations on records
- Changes to the shared privileges of a record
- N:N association or disassociation of records
- Changes to security roles
- Audit changes at the entity, attribute, and organization level. For example, enabling audit on an entity
- Deletion of audit logs
- When (date/time) a user accesses Microsoft Dynamics 365, for how long, and from what client
What if your most depended upon customer service rep leaves the company and no one else on the team has the level of knowledge he had on various topics? Or at the most granular level, wouldn’t it be incredibly useful if canned suggestions surfaced when opening a service case for a customer?
There is no reason to spend excess time and money researching and troubleshooting the same (or similar) issues repeatedly. Plan ahead and build a knowledge base which withstands the test of time (and turnover) and is shareable both internally and externally.
Knowledge Articles in Microsoft Dynamics 365 provide the ability to create articles with versioning and translation functions. Building a base of Knowledge Articles allows Customer Service Reps to reference and utilize the information to deliver accurate and consistent information to customers, while following the organization’s processes.
By providing access to the article directly from a Case record, the rep can link the article to the case, thereby documenting its inclusion as a step for resolution. Not only can the rep use the information as an assist to themselves, they can opt to share the article with their customer, who may prefer to “do it themselves.”
Knowledge Articles not only benefit reps, who now have answers at their fingertips, those that administer the articles also have something to gain. Analytics are measured which provide article insights for content managers. A couple key stats are how many views each knowledge article has, and the Cases which have been associated to the article. These statistics allow administrators to not only evaluate which articles provide the most value, but ultimately it may provide intel into where there may be a bigger issue which needs attention.
It is worth mentioning that the topic discussed herein is an updated feature which has gone through a handful of iterations throughout the years with Microsoft Dynamics CRM. This most current version introduces some major improvements and enhancements over previous iterations. Do note, that while you can continue to use the legacy Knowledge Base Articles, it is good practice, and a Microsoft recommendation, to transition to the Dynamics 365 Knowledge Articles, as they provide improved capabilities and translation support. Microsoft has confirmed that the legacy Knowledge Base Articles will be deprecated sometime in the near future.
Dynamics 365 Business Rules help organizations achieve automation by performing tasks for users based on predetermined logic. This means less time entering data and more time making key decisions. Business Rules can also be used to enforce behavior by controlling certain field properties. This allows upper management to ensure proper steps are taken daily. If these controls are implemented properly, both the organization and users will see the benefit afforded through the configuration of Business Rules.
Business Rules in Dynamics 365 are a simple way to apply logic to your business data without the need for any code. D365 Business Rules are effective, yet easy to manage. The typical Business Rule follows the “if, then” statement structure and often contains two or more parts. The first part is always a condition statement where you state the condition which will trigger the business rule to take effect. The second part is the action, meaning once the set condition has been met, what action should be performed.
Below is sample Business Rule diagram to illustrate how a typical Business Rule is setup.
As you can see, the condition statement is checking the Estimated Revenue for an opportunity, if the Estimated Revenue exceeds a certain threshold then an account manager must be associated to the opportunity. Simple rules like these can help organizations improve their daily process and grow more effective to achieve their goals.
Business Rules in Dynamics 365 can perform an explicit set of functions against records. Below is a list of the actions and what each does.
- Create Business Recommendations: Provide users a recommendation on suggested next action
- Lock/ Unlock Fields: Lock/Unlock fields to control user input
- Show Error Message: Alert users when certain key information is missing or entered incorrectly
- Set Field Values: Automatically populate fields based on set conditions
- Set Default Value: Enter default value on normal conditions
- Set Field Requirement Levels: Enforce data capture to ensure fields are completed
- Set Visibility: Show and hide fields based on conditions
Now that you know what Business Rules are capable of, why not try creating one for yourself. Checkout our step by step instructional video on how you can setup your own business rules.
Microsoft provides a robust connection between SSRS reports and Dynamics 365, allowing a user to run a report providing a summary of defined records. To create custom reports though, you will need to have a high-level knowledge of SQL/XML, or hire a consultant to build the report for you.
Why not take matters into your own hands and build your reports using out of the box components in Dynamics 365? Dynamics 365 offers both Excel Templates and Word Templates, empowering you to create reports which best suit your business needs, using the application that fits the bill.
Excel and Word templates allow you to create and share templates, so documents always have a consistent look and the necessary details included. Excel and Word templates are easily configured by selecting fields from your starting entity (i.e. Opportunity) to use as dynamic values in both Excel and Word. Not only can you select fields from the entity you began from, you also have the ability to select fields from related entities which have either a 1:N or N:N relationship with the starting entity.
With the help of Excel and Word templates, you can prepare beautifully crafted reports, which include data elements dynamically pulled in from D365. Should needs change, you can always modify and upload the revised template into D365, allowing you and your colleagues to always have the most current templates at your disposal.
Some benefits of using Excel and Word templates:
- One-click away from summary reports
- Flexible formatting
- Save time and money
- Simple to configure
- Ability to use Excel functions to analyze data
- And so much more…
How many products/services do you sell? How many pricing structures do you have for each? Do you offer volume discounts? A no-nonsense, structured approach which can be seamlessly applied (every time and without a second thought) can improve your sales strategy and have everyone on the same page.
The Product Catalog in Dynamics 365 makes it easier for your sales reps to increase their sales by having an authority by which to work when talking to potential customers about products/services offered. The product catalog is a combination of the products themselves, and the underlying pricing mechanism.
Below are the components which form the Product Catalog:
- Families & Products – Products are the items which you sell and product families provide a way to group, classify and categorize products for streamlined product management. Both bundles and individual products can be included in a product family tree.
- Price Lists – Price Lists are product groupings with associated pricing. Sales operation managers can link Dynamics 365 territories to price lists. This directly benefits salespeople by defaulting the appropriate price list to opportunities, quotes, orders and invoices.
- Discount Lists - Discount lists are optional and are used in conjunction with price list items for volume pricing offers.
- Unit Groups - Unit Groups define the quantities by which a product or service is sold. For example, mouse pads may be sold in lots of 50, 100, or 200. Or Services sold by the hour may be grouped by day, week or month.
As you begin configuring your product catalog, add components in the following order: Discount Lists (if needed), Unit Groups, Price Lists, Products. When adding Product, you can define bundles, which allows you to combine multiple products into a group, to be sold as a package. Product relationships can also be defined, allowing for the suggestion of product substitutions; accessory recommendations; highlight cross-sell and up-sell opportunities.
Once the Product Catalog is setup, salespeople will have the ability to select and add products to their Opportunities, Quotes, Orders, and Invoices.
Once a Product Line Item has been added, the User can open the line item and make any necessary modifications that are specific to the Customer they are working with (i.e. modify price per unit or offer a line item discount).
Furthermore, once a line item has been added, a Suggestions hyperlink will display. Clicking the “Suggestions” hyperlink enables the User to pick products suggested for up sell, cross sell, substitution, or as an accessory. The items selected are added as new product line items.
In addition to modifying the individual line items, the Salesperson can apply an overall discount to all product line items added, by dollar amount or percentage.
By recognizing the full potential of the Product Catalog in Dynamics 365, you can promote standardization amongst your sales team, and enable them to be more efficient and informed when speaking to customers and adding product line items to opportunities, quotes, orders, and invoices!