Dynamics Customer Service – B2B scenario

This post is a part of a series of posts for Customer Service. The complete GUIDE can be found here

Many years ago Opportunity retired the Customer field and replaced it with Primary Contact and Primary Account fields. Case has not yet done this for reasons I can’t really understand. As you will see in this article we achieve the same result when adding the contact field, but the customer field is still a polymorphic lookup.

Email to Case could easily add to the contact field instead of the customer field. Field service is actually dependent on account being in the customer field for it to work properly.

This is how Case has to be setup to make sense in the B2B world:

If the Contact and Customer are known to the system, they will automatically populate. If the Contact is new to the system, the connection to the Account will be missing. In this case we need to alert the Agent, and ask them to update the contact record.

JavaScript

The following JavaScript is added to the Case form. It checks the Customer field to see if it is contact. If this is the case, it will check if the Contact has a Account connected. Most likely it will not have an Account, so we will be prompted “Do you wish to update the Contact?”. Answer YES here, and a quick view of the Contact will appear. Update Account, and then the JavaScript will do the rest for you. ✨MAGIC✨

var formContext = "";

function OnCrmPageLoad(executionContext) {
    formContext = executionContext.getFormContext();
    
    //
    //You don't need to change this. Just understand that forms have one the following states when opening
    //
    var FormTypes =
    {
        Undefined: 0,
        Create: 1,
        Update: 2,
        ReadOnly: 3,
        Disabled: 4,
        QuickCreate: 5,
        BulkEdit: 6
    }
    runAlways(formContext);
    switch (formContext.ui.getFormType()) {
        case FormTypes.Create: OnNewFormLoad(); break;
        case FormTypes.Update: OnUpdateFormLoad(); break;
        case FormTypes.ReadOnly: OnReadOnlyFormLoad(); break;
        case FormTypes.Disabled: OnDisabledFormLoad(); break;
        case FormTypes.QuickCreate: OnQuickCreateFormLoad(); break;
        case FormTypes.BulkEdit: OnBulkEditFormLoad(); break;
        case FormTypes.Undefined: alert("Error"); break;
    }
}

//
//I only use the RunAlways, OnNewFormLoad and OnUpdateFormLoad, but i keep the others here if i ever would need. 
//When looking at this you can always know what funtion is running. Easy to read and debug. 
//
function runAlways() { }
function OnNewFormLoad() {}
function OnUpdateFormLoad() {
    //
    //Clean up Contact Data. If contact has account, but account not in Customer field perform update. If Contact doen's have account ask for update
    //
    GetAccountInfo();
}
function OnReadOnlyFormLoad() { }
function OnDisabledFormLoad() { }
function OnQuickCreateFormLoad() { }
function OnBulkEditFormLoad() { }


//******************************************************************** */
//CUSTOM FUNCTIONS are added below here. Below this point you add all types of functions you need. 
//******************************************************************** */
function GetAccountInfo() {
    var CustomerField = formContext.getAttribute("customerid").getValue();
    if (CustomerField != null) {
        if (CustomerField[0].entityType == "contact") {
            var CustomerGUID = CustomerField[0].id;
            CustomerGUID = CustomerGUID.replace("{", "");
            CustomerGUID = CustomerGUID.replace("}", "");

            //
            //If the Customer Field contains a contact, I want to change this. I want the Customer Field to be an account. Step 1 is to find out if the contact has account registered.
            //
            Xrm.WebApi.online.retrieveRecord("contact", CustomerGUID, "?$select=_parentcustomerid_value").then(
                function success(result) {
                    var Id = "{" + result["_parentcustomerid_value"] + "}";
                    var Name = result["_parentcustomerid_value@OData.Community.Display.V1.FormattedValue"];
                    var LogicalName = result["_parentcustomerid_value@Microsoft.Dynamics.CRM.lookuplogicalname"];

                    //
                    //IF the contact has an account I move the Contact to Case Contact, and receive the Account from the Contact and enter it to Customer on Case.
                    //
                    if (LogicalName != null){
                        formContext.getAttribute("primarycontactid").setValue(CustomerField);
                        formContext.getAttribute("customerid").setValue([{ id: Id, name: Name, entityType: LogicalName }]);
                        formContext.data.entity.save();
                    }else{
                        //
                        //Promt if you want to open contact for update?
                        //https://carldesouza.com/how-to-implement-javascript-confirmation-dialogs-in-power-apps-and-dynamics-365/ - THANK YOU
                        //
                        var confirmStrings = { text:"Contact is not connected to Account. Please update!", title:"Data Update Recommended", confirmButtonLabel:"Open Contact", cancelButtonLabel: "Not Now" };
                        var confirmOptions = { height: 200, width: 450 };
                        Xrm.Navigation.openConfirmDialog(confirmStrings, confirmOptions).then(
                        function (success) {    
                            if (success.confirmed){
                                //
                                //If the user chooses to update, I open a small contact form, and make the user set the Account. 
                                //After Save&Close i recall this function, and then I update Account and Contact for case. 
                                //
                                Xrm.Navigation.navigateTo({pageType:"entityrecord", entityName:"contact", formType:2, formId:"e4206691-b1e3-4e9d-a23a-4865b9511091", entityId:CustomerGUID}, {target: 2, position: 1, width: {value: 20, unit:"%"},height: {value: 50, unit:"%"}}).then(
                                    function success() {
                                        GetAccountInfo();
                                    },
                                    function error() {
                                        alert("The system was not able to save the change. Please reload the page and try again");
                                    }
                                );
                            }else{
                                //Say or do something if the user doesn't update Contact
                            }
                        });

                    }
                },
                function (error) {
                    Xrm.Utility.alertDialog(error.message);
                }
            );
            
        }
    }

}

Result

If Gus creates a top 10 PCF components, I hope this one makes it ;)

If you ever had a problem with navigating between entities for updating data, this PCF component will absolutely save a lot of time.

Clement Olivier
https://stuffandtacos.azurewebsites.net/
@Clement0livier – Twitter
https://github.com/carfup/PCFControls – download the tool

He created a PCF component for quick updating related entities without having to leave the record.

Updating related LOOKUP

Internally we have all of our active projects in a list. For every project we have a customer contact registered for continuous surveys (Power Automate, Forms Pro, SMS.. Cool Stuff). For the system to work correctly we need to make sure we have both the phone number and email address updated at any given time for the automated surveys to work.

What would we do without devs!!:)

Managed solutions Update vs Upgrade vs Stage

I haven’t touchet managed solutions for quite some time, so importing a managed solution recently surprised me:)

This article is not explaining the differences in detail, but I wanted to make sure you knew there is a difference between upgrade and update. I don’t understand why Microsoft insist on recommented the way they do. I feel you need to know the project before this is a certainty.

Upgrade

New for me is the option of upgrading. If you remove an item in the source managed file, this will now actually delete it in the destination. Say you remove a field on account this should remove the field in the destination.

Do you remember the old ways of doing it?
Introduced arround 2011 OR Introduced arround 2015

Stage for Upgrade

A great way to test something before committing to any changes. I would not use this for an ISV solution, but if you happen to use Managed internally this might be a way to go.

Update

This is marked as the Not Recomended option, but I still feel this is the normal way to do. If you are doing an ISV import this doesn’t matter because the solution file probably is correct, but if you are working with managed internally, I would use this just because I might not trust someone in dev doing config 100% correctly…

Source
Microsoft DOC

Business Process Flow set Pipeline Phase

I was never a fan of the Business Process Flow (BPF) because of the many flaws. Sometimes I didn’t think it was easy enough, and other times not advanced enough. It simply wasn’t what I needed.

In a recent project I decided to give it another go, because the customer wanted to continue with the BPF they had from their old CRM system.

Opening the PBF now I see that there is so much new features here that I haven’t seen before. I guess most of these features are due to the FLOW platform now taking over the BPF.

Challenge: Setting pipeline phase

I know you can report on the BPF entity, but that is more complex than reporting on the opportunity entity if you ask me.

Can I set the “Phase” field on the opportunity when navigating to the next step in the BPF? Let’s see!!

I wanted to set the Pipeline Phase with BPF

Config

Open the Business Process Flow from your solution and notice a button at the bottom right “Business rules for this stage’s entity”.

Create a new Business Rule for Opportunity “Oppty – Set Pipeline Phase”.

For the first condition we check if the BPF is in the stage named Prospect.

If true, set the Pipeline Phase to “1 – Qualify”.

Repeat for the second step!

The business rule should look something like this:

Result

Let’s get back to the Opportunity. We see that it default is active on the Qualify stage in the beginning of the sales process.

Click the next stage

And there you go!!

New Found Love

So what do I think of the BPF now? Honestly, I liked it. It might be a replacement for many other JavaScripts that I have been using the later years, and that is only a good thing. In this case I was able to skip JavaScript and therefore deliver a solution with a low technical footprint:)

CDS / Dataverse List Records Filter Query using Flow

This week I needed to use the List Records function, and I realized that I had no idea how to use the filters. Thank you Jonas Rapp for creating the FetchXML Builder!! The function “Flow List parameters” saved my day:)

Simple filters

Let’s begin with the simple filters where I get a contact with the last name of Sandsør

Test your search result with the Execute button so see that anything is actually returned. Then open the Flow List Parameters

The tool converts the Fetch XML, and magically gives the correct filter to add in our FLOW query. It can’t get much simpler than that!!

Lookups

Lookups act a little bit different with the syntax, as lookups always to. This got me quite confused before finding this tool, because I was not getting match to my result.

I am searching for contacts with a given GUID. In my case I didn’t know what the GUID was, so I randomly generated a GUID for the formula. In FLOW I substituted the GUID part of query with a dynamic variable.

Filter Query with lookups, you need to add “_” as seen above. When working with lookup you won’t get at match without the “_LookupField_Value”.

Filter linked entity

The last filter is a little more complex, and might not get used due to some limitations of Odata (Must match on unique ID for related).

In this scenario I wanted to locate all contacts with last name “Sandsør” where the regarding accountID = GUID.

Choose the main entity on top, and add “link-entity”

Make sure you have the correct relationship here. Some Lookups support more than one entity, and therefore you make sure you have the correct one.

Again we find the magic with the “Flow List Parameters“.

In this scenario we also get Expand Query result that we need to copy/paste.

Apply to Each

Once you have figured out what filter to use, you can select the “Apply to Each” function, and add custom logic in here.

PowerApps Currency Formatting examples

So far I feel that currency formatting in PowerApps seems to be a little troublesome. Sure everything would be great if we all sold in $ and our offers were all huge! All of the examples out there are based on this. I needed to represent values at 1 NOK and up. In Norway we don’t use “,” for separating thousands.

I am sure there are simpler ways of doing this, and I am hoping someone can fill me inn:)

For US formatting I found this one:

Text(CurrencyField,"[$-en-US]$###,###")

For UK formatting I found this one:

Text(Value(Parent.Default),"[$-en-US]£#,###.00")

For me I need to format PowerApps currency NOK. I have tried manipulating all of the above with no luck at all. Have no idea what I am doing wrong, but that doesn’t matter. I finally found one that worked for me

NOK PowerApps Currency Formatting:

Text(ThisItem.'Est. Revenue',"[$-nb-NO]## ### kr", "nb-NO")

None of this is really making much sense to me. If you have more information about this, please do share!!:)

Flow – Create, Update or Delete trigger error

At the time of writing this post Microsoft Flow will throw an error when you create this flow with the trigger Create, Update or Delete, and the flow is standalone.

Error

This is the following error you will see when you try to create the flow (Create, Update, Delete) without any connection to a solution.

Sollution

All you have to do, is open this in a solution (for the time being).

PowerApps + CSS

I know the title be a little misleading. PowerApps doesn’t support CSS as of now (maybe sometime in future), but you can create a CSS light for simple tings while we await the custom Themes for PowerApps.

I find it extremely annoying when creating a large app and you need to customize visuals. If you make a change to one “screen” you have to make the same change over and over again.

In this example I declared a few variables in the beginning of the PowerApp, and one of these is the button color “RED”.

As you can see, my button color will be read when I choose to give them this color.

So at some point I decide that I want the color to be the same as my heading, and all I have to change is the color code in the app “onload”.

The result is matching buttons without having to manually change each color setting!:)

NB! after changes in the “onload”, you have to refresh the browser to see the effect.

Using Flow to copy Document Location

One confusing obstacle with a new CRM system, is the connection between Dynamics CRM and SharePoint. As a consultant I often have to demonstrate what is really happening behind the scenes to justify why this isn’t straight forward. We have to tell the customer about different folders, different entities etc, while they simply don’t care. They just want it to work together.

One particularly interesting point is when they move between entities. Why can you work with documents in the Lead, and when you navigate over to Opportunity, you no longer see your sales documents? Technically I understand why, but from a functional perspective I understand the customer.

Recently I ran into this scenario when implementing Field Service. Sales produced documents what were important throughout the whole cycle Sales -> WorkOrder -> Assett. Navigating between the entities takes to long, so the challenged me to find a solution.

FLOW TO THE RESCUE ❤

When the opportunity was done, we needed to create 1 or more WO in Field Service. Important factor was to maintain all the work done in Opportunity with the documents, so the Field Service Technicians could see everything in one entity (WO).

Challenge: When I create a new Work Order from Opportunity, I need to copy the document location from the originating Opportunity.

Flow begins with a simple trigger. When a WO is created.

Then I check to see if the related Opportunity contains data. This is just to make sure that the WO actually is created from a Opportunity.

Then I needed to get the document location regarding the Opportunity. As you can see here I am only returning 1. There won’t be any more document locations on Opportunity the way they are using it now. If you wonder how to filter, check my other post LIST CDS RECORDS IN FLOW

This is where I create a new Document location, and set the Work Order as regarding. Flow will automatically add “FOR EACH” to loop through. In my case it doesn’t matter, because I only have 1 document location from Opportunity.

What the user sees

This is a new Opportuinty

The opportunity has documents related to it.

I then convert the opportunity to Work Order via the button in ribbon. I get a message when this is complete.

I open the document location of Work Order, and VIOLA, the same documents.

Personally I love finding quick wins like this that mean a lot for simplicity. Any CRM application will be complex for the end user, so these parts help:)