Where do I control which states pause and resume an Enhanced SLA?

You know you can pause and resume in CRM 2015 SLAs but where do you specify which states control it?

2 ways of doing this as follows, its easy when you know how:

  1. Open System Settings from Settings->Administration and scrolling to the right for the tab named “Service”
  2. Or via the Service Management settings area and selecting “Service Configuration Settings” – Settings->Service Management – Service Terms Section

It is that easy. Remember the statuses apply to all SLAs.

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CRM 2015 – Global Search – what you need to know

So how do I set up Global Search? How do I search my custom entities? How can I change the columns that are displayed?

In this blog post I will discuss the things you need to know about Global Search.

Key Features:

  1. You can only define 10 entities to be included in the search, these can be system and custom entities
  2. The returned values display the first 3 columns of the record quick find view
  3. You can specify whether to use enable a limit of 10000 records to be returned to improve performance
  4. You can search using 1 or more characters and you can use wildcard searches
  5. You can initiate a global search from the navigation bar
  6. You can create new records straight from the global search view
  7. Global search provides vertical scrolling
  8. Global search entities are system specific and are set up for the organisation
  9. Search displays the record images for easy identification of records

Setting up Global Search

  1. To select the entities to be included in the search, navigate to Settings->Administration->System Settings
  2. Scroll down on the general tab to the Set-up Quick Find section and click on Select.Global Search 1
  3. Use the controls on the form to select, deselect and move up and down the entities that you want to search upon.
  4. You can only select a maximum of 10 entities and the order in which they are listed is how they will appear
  5. Save and close and the Global Search settings are now updated

Updating Quick View forms

  1. If you want to change the columns that are displayed or change the columns that are searched then you need to update the quick view form
  2. Navigate to settings->Customisations->Customise the solution
  3. Select the entity to update
  4. Select Views
  5. Open the Quick Find view
  6. Update the columns and search fields.Global Search 2
  7. Save and publish the changes

Using Global Search

  1. To initiate a global search, enter a search term in the search box on the navigation pain, and click the looking glass. If you resolution is low or you have minimise the CRM window then only the looking glass will be displayed. Clicking the looking glass will open the search windowGlobal Search 3
  2. The Global Search pane is displayed with the results
  3. You can now filter the search to a specific entity, select the record to open, create a new record or change the searchGlobal Search 4

How do I manage subscriptions with ClickDimensions? How do I keep my lists clean?

Every marketing department wants some form of subscription management as a blanket un-subscribe is not ideal. Using ClickDimensions you have access to subscription lists. Subscription lists enable you to create areas of interest for your customers to subscribe to. Subscription lists can be added to one or more subscription pages using the standard web content record type. Once you have a subscription list you can then add it to an email you send out. All sounds good so far.

The problem though is how do you maintain a nice clean list of contacts or leads who have subscribed to stuff? If you use ClickDimensions you probably know what I am talking about if not see here for the details http://help.clickdimensions.com/managing-subscription-list-opt-ins/  (no point me going into it here as well, as fully articulated in this great article by ClickDimensions). The basic point is that you either have dirty lists or need to add fields to the contact or lead form.

But wait there is a better way of doing it now with the latest release of ClickDimensions that keeps your lists clean and does not require any new fields to represent new subscriptions.

How you ask? Use the workflow custom step provided by ClickDimensions to add and remove users from a static marketing list.

So how does this work, you ask?

  1. The concept first
    1. Subscription Lists are used to manage the interests that you want a user to sign up to
    2. Static Marketing Lists are used to represent your internal representation of the subscription list
      1. An internal marketing list might relate to one or more external subscription list as internally mean same thing but externally you might want to break things out
    3. The value of Static marketing lists is that they can be used in advanced finds to identify individuals that exist in the list or not, you can combine lists into a dynamic marketing list, you can easily view on a Contact or Lead record the lists that a person is in just like having a field on the list, you can manually add people to the static list
  2. Setting it up
    1. Create the subscription lists and Subscription Page as per articles here http://help.clickdimensions.com/category/subscriptionmanagement/
    2. Create your static marketing lists to represent the internal subscriptions
      1. staticlist
    3. Create a workflow to add or remove people from the static marketing list based on whether they subscribe in or out via the subscription page
      1. Create a new workflow from Settings->Processes
      2. Select the Subscription Preferences entity
      3. Run on create of record and tick the delete workflow after execution to save space
      4. In the designer you will now have to add a condition per subscription list, and sub condition to see if the person opted in or out. The action step will use the new ClickDimensions workflow custom step that can add or remove contacts and leads from lists.
      5. The workflow should look something like this where I have 2 subscriptions lists one for Newsletters and the other for Events
      6. Marketinglistworkflow
      7. The first condition checks the subscription preference subscription list record
      8. The second sub condition checks the value of the Subscription Preference Preference attribute. In resembles ticking the box, out resembles leaving it blank or unpicking the box.
      9. The parameters to be used in the new custom step are:
      10. Customstep
      11. You can add this to the workflow via the Add Step button and selecting Marketing Lists -> Update Marketing List Members
      12. Repeat the conditions for each subscription list and then Activate and you are now done.

Once you have activated you are up and running, your lists will stay clean, it will be easy for users to view what subscriptions a customer is subscribed up to and managed on going. Screenshot below is of the Contact associated marketing lists.

Contactmarketinglist

Any questions let me know. Hope it is useful.

Dynamics CRM 2015 available for download, all links included

It is here CRM2015 has been released. Details below:

For CRM Online, provision a new trial and you are up and running with CRM 2015. If you are an existing customer you will be able to schedule your upgrade to occur via the CRM admin centre in the Office 365 Portal. To access, just log in to Office 365 and then select Admin -> CRM. See this video for more information https://www.youtube.com/watch?v=7f3KTlFaQ64&list=PLRvH_Jgj96NlxvDPfoNw28caAHn0zU6dJ&index=13

For On Premise customers, you can download the new server components from here: