How do I make the SLA timers change colour?

Problem: I have read all the material online and in blogs but I am not sure how I make the timers change to orange when they are nearing failure.

Solution: The timer only changes to red by default when the time runs out. To make the timer change to orange when reached the warning state then you actually need to update the First response by status to “Nearing noncompliance” within the SLA settings. To do this:

  1. Open Service Management
  2. Image
  3. Open the SLA that you have created and open up the SLA rule
  4. Under the warning actions add a new step to update the following field to “First Response by Status” to “Nearing noncompliance”
  5. Image
  6. Save and Activate the SLA
  7. Now within the Form Designer for the Case you need to update the details of the Timer control as follows:
  8. Image
  9. Now publish your form
  10. You are all done

When you now create a case that is nearing non compliant i.e. its hit the warning time your timer will turn orange.

ClickDimensions – Jazzing up the form with the code editor

Problem: I create a form using ClickDimensions but its quite basic and the formatting does not match our website, what is possible, how can I make it look a little more professional?

Well with the latest release and the introduction of the code editor you can now update the CSS of the form and thus jazz it up a little, so how do I do this?

Lets take the following basic example from Intergen.co.nz events page where we use ClickDimensions forms for capturing event registrations. Our forms look like this and we are not using form capture.
Intergen event form

 

So in this simple example we have nice background image, some padding and the font matches our website. So how did we do this?

Simple, follow these steps:

  1. Create a new form or open an existing form – settings ->Web Content
  2. Click on the Design button to enter the design mode
  3. If this is a new form drag and drop the fields on to the form, like below:
  4. Form Editor
  5. Once you have added your fields save and then click on the Code Editor button
  6. From here you can adjust the CSS and add JavaScript to jazz up your form.
  7. For this simple example we just add a background image and some padding.
  8. The default CSS for the body is as follows:
    {
    padding:0px;
    padding:0px;
    }
  9. We simply change the body to:
    {
    margin-top:50px;
    margin-left:50px;
    margin-right:50px;
    margin-bottom:50px;
    padding:0px;
    background: url(“http://<<insert your public facing image location>/bgAirMail.png”) no-repeat scroll 0 0 transparent;
    }
  10. As below:
  11. Code editor
  12. Now when you select refresh you will see a margin placed around the form as well as the image you chose as the background displayed.
  13. Save and publish the form and you are up and running.

So via the code editor on a form I can do some cool things to jazz up my standard form and make it a bit more interactive, use the HTML preview to help identify the CSS tags, you do need some basic knowledge of CSS to do this but lots of resources on the web.

For more information see and explanation of how you reference other areas of the form see http://blog.clickdimensions.com/2014/01/new-feature-customize-your-clickdimensions-forms-with-css-and-javascript.html

 

 

 

 

 

 

 

Convergence Round up – Leo and Age of Customer Care

At convergence there were many announcements around the CRM road-map and upcoming Leo release. In this post I will summarise in a little more detail some of the great enhancements being made to Customer Care in the Q2 release. Note that the Q2 release will be available to Online and On Premise customers.

First of all lets share the Convergence slide on the Leo release:

Leo Release

Leo Release

So as you can see from just this slide we are not talking of a small enhancement to Customer Care, but a major release of functionality that finally brings customer care functionality up to the standard that we expect. So lets now dive deeper into the new functionality:

  1. Mobile – Android will be supported with a similar look and feel app as Windows and iPad. In addition the ability to reconfigure the org that it is working with will be provided. In addition the customer care entities will be supported across all platforms on the mobile app i.e. the case entity. This will enable mobilising the service desk.
  2. Unified Service Desk – This is a great new add and is similar to the Customer Care Framework. It provides a client side application that can be configured using standard records in CRM to connect to other systems in your ecosystem to provide a framework to enable pass through of context to other apps. In addition the ability to provide context sensitive call scripts will be provided natively and the ability to hook in a number of telephony provider add ons will be possible. This simple to use configure and deploy framework will make Enterprise contact centres a reality for Dynamics CRM.
  3. Unified Service Desk

    Unified Service Desk

  4. Case Hierarchies – Enables cases  to be related to a root cause case with dependencies defined across them.
  5. SLA – SLAs will be configurable based on CRM data, i.e. can provide a different SLA for a Premium contract customer vs a Bronze, or based on severity of the case. SLAs will control first response by and case resolved by timers. Workflow activities around escalation can be built into the SLA configuration to create tasks or emails etc, see below for an example where a task is created as part of the SLA failure state.
  6. SLA
  7. Entitlements – ability to manage what products a customer is entitled to service on.
  8. entitlements
  9. Timers – Based on the Customer SLA, timers will countdown the resolution time and change colour when getting close to resolution time. These timers will be standard functionality and be tightly tied to the SLA module. Within the Unified Service Desk they can be exposed out on the KPI control.
  10. timers
  11. Life-cycle State Model, you will be able to define the status transition life-cycle without code i.e if the case status in waiting for customer you can not move it to Resolved unless first moved in back to in progress.
  12. Queues and Routing – ability to define memberships around queues, and define routing rules around channel management i.e. if an email comes in auto create case or route to a specific queue. These can be manually or automatically triggered.
  13. Social Care – the Dynamics Team will provide an example listening app that can be utilised to convert posts from twitter into Cases in CRM.
  14. Socialinteraction
  15. Parature – future releases will see integration around web portals and knowledge base, likely Q4 release time-frame.

 

I hope you liked the summary of new functionality coming in the Q2 Leo release.

Enabling Quick Create forms for Sub-grids – reduce key clicks

Problem Statement

I have an entity that has an associated sub-grid, the user always has to create a new record in the sub-grid each time, how can I utilise the quick create form? In my example lets say I have a projects entity and a milestone entity. New milestones are created for each project and existing milestones should not be selected.

Overview of problem

Have you ever noticed that when you click the ‘+’ symbol on a sub-grid, the inline editor is enabled for a lookup, you can then search by typing a value in or by clicking the “magnifying glass”, now if you want to create a new record you have to first search and then click the new button that opens a new window. So to create my new milestone it would take at least 3 clicks.

Image

What I want to happen is that I select the ‘+’ and the quick create form is displayed immediately. So how do I enable this?

Solution

Steps to enforce the quick create form to be displayed:

  1. Enable Quick Create on the selected entity, in this case MilestoneSUBGRIDCREATE2
  2. Create a new Quick Create Form from the Forms, new menuSUBGRIDCREATE3
  3. Ensure to add the Projects Lookup in this case on to the form
  4. Now for the trick to ensure that on selecting of the ‘+’ the quick create form is displayed, make the Projects entity requiredSUBGRIDCREATE4
  5. Publish the change
  6. Now when I select the ‘+’ button the quick create form is displayed.SUBGRIDCREATE5
  7. Note 1: If had not had a quick create form then the selection of the ‘+’ would open a new window for my new milestone.
  8. Note 2: If I did not have a quick create form and I had not made the field required then the selection of the ‘new’ button in the lookup would of opened the quick create form – so 3 clicks to get to the same place

I hope this has saved you some clicks!

CRM 2013 Vertical Templates released

Great new templates for CRM2013 released, see this great post by Scott Kostojohn, Madrona Solutions Group for details.

http://www.madronasg.com/blog/considering-dynamics-crm-new-process-templates-dynamics-crm-ability-address-sales-industry-vertical-specific-business-needs?utm_content=buffere4a09&utm_source=buffer&utm_medium=twitter&utm_campaign=Buffer#.UqoSUvQW1rM

Using workflows to validate records to prevent creates, updates, assign and deletes

Business Scenario – I want to prevent a user creating an opportunity if the credit on hold status is set to yes of the potential customer.

I have many ways of doing this for example:

  • I could use a plugin
  • I could use some JavaScript
  • I could use a real-time workflow in CRM2013

The significance of using a workflow is that I now no longer need a developer to perform this development and if I want to the business rule later I can again without a developer. So how do I do this?

  1. Create a new process via Settings -> Processes
  2. Assign the process a name, associate to the entity the user will be creating that the validation will apply, in this case an opportunity
  3. Set the “Run this workflow in the background” to No
  4. ValidateProcess1
  5. Click Ok
  6. Now specify when the workflow should fire i.e. On create, change, assign, delete, in my scenario on Create
  7. NOTE: Not applicable to on create but is to the other options is when the workflow runs before or after the save event. For validation rules you always want to execute before the change is applied
  8. ValidateProcess2
  9. Now all you need to create is a simple condition in my case to check the related customer to the opportunity to see if the credit status is on hold and if it is prevent the save and display a message
  10. The key to a validation rule is Stopping the workflow as “Cancelled” this method prevents the save or action occurring on the record
  11. ValidateProcess3
  12. You will notice a new feature of real time workflows is the ability to define the status message of the reason for cancellation or success. In here we can specify how we inform the user on what to do next and is key to a validation rule.
  13. ValidateProcess4
  14. Now activate the workflow and test

Seeing the validation in action

So I now navigate to my account record and you can see that the credit on hold status is set to Yes.

ValidateProcess5

 

I click on the plus icon on the Opportunity grid and get presented with the quick create form. 

ValidateProcess6

I complete the details and save, I get presented with my nice status message, and the user can not create an opportunity.

ValidateProcess7

 

In summary …

Simple or complex validation rules can not be applied using workflows by non developers that enable the business to own the validation of the system. Very cool new feature and again shows you can do a lot before you need to customise!

Creating Event Labels from Dynamics CRM with a QR code, for quick attendance recording

So you run events and at the event you want to quickly update who has attended. You use Dynamics CRM to capture the event details and you record who has RSVP’d via campaign responses. You use mail merge to print out labels for the event.

Have you ever considered using QR codes on your labels to register people in? Did you know you can do this through standard Microsoft Word features (Word 2013 only) using mail merge? Well if you didn’t here is what you need to do:

  1. First you need to record the URL of the Campaign response record as a field on the campaign response. To do this you will need to do some minor config as follows:
    1. Create a new field on the Campaign Response record called “Record URL”
    2. Create a workflow that fires on Create of a new record to update the Campaign response Record URL using the field “Record URL (Dynamic)”
    3. Campaignresponse
  2. Next on to the mail merge, campaign responses do not support mail merge, to get around this simply export out the campaign responses using the standard export feature but ensure you include your new Record URL field.
  3. Now open Word 2013 and start a mail merge, select the exported out records to form the list to use.
  4. To add a QR code to your label you simply click “Insert Barcode Field” in the mailing ribbon, Select QR Code and select the Record URL field.
    1. qrcode
  5. You now have generated a unique QR code for each record.
  6. Print your labels and you are done.

Now at the event you can scan the QR code as they arrive and update the status reason of the record to Attended.