Archives / 2017 / May
  • Learning Paths in Dynamics 365

    • Learning Path is Customized Help Content at your fingertips. This Concept has been introduced in Dynamics 365.
    • Using this you can now author your own content, deploy to different Dynamics 365 instances, and provide users in your organization with contextual help right inside Dynamics 365 as they work.

    Importance of Learning Path:

    • Customize help content so that it is specific to your organization
    • Make guided help appear “just in time” so that users can complete their actions without leaving Dynamics 365,
    • Present different media types (e.g. videos, web links, internal/external references etc.)
    • Show content to different devices (web client, tablet, phone)
    • Write once (in one instance) and publish to multiple instances (under the same tenant), or by import and export,
    • Provide contextual help for end users with quick start tours or guide them in performing common daily tasks.


     Enable Learning Path For The Organization:

    • Navigate to settings à Administration à system Settings à General tab à set Custom Help URL à

    Note: You can enable Learning Path or customizable Help, but not both at the same time. Confirm that Use custom Help for customizable entities and Append parameters to URL are set to No. Then Click OK.



    Enable Learning Path at User level:

    • If current user is not the member in Learning path then the user get error message.



    To turn Learning Path on:

    • On the Navigation bar, click the Options icon clip_image002 à Opt in for Learning Path.
    • Then the user can enable the Enable Learning Path Authoring to yes then the Learning Path will be established.
    • If the user want to turn of the learning Path the user can turn off it



    To turn Learning Path off:

    • On the navigation bar, click the Options icon clip_image002[4] à Opt out for Learning Path.
    • Have the System Customizer or System Administrator Role, or another role that has the Learning Path Authoring privilege.
    • Enable Learning Path authoring. This creates the Office 365 Learning Path Authors security group.
    • Be a member of the Office 365 Learning Path Authors security group.
    • At this time, these clients support Learning Path: web client, interactive service hub, and Dynamics 365 for tablets.


    Author Learning Path Content from Office 365:


    • Go to the admin portal for your Office 365 tenant by clicking the Navigate to other applications (waffle) button in the top-left corner of the page when you're signed in to Dynamics 365, and then select Admin.
    • You may be asked to re-enter your password.
    • In the Admin center, click Groups.
    • On the Groups page, select the Learning Path Authors security group.
    • Click Edit in the Members row to add users to the group.
    • Click + Add members, and then specify or search for the user(s) you want to add to the group.
    • Click Save when you're finished adding users



    Content Library

    • The Content Library displays all of the content created and available to your organization, as well as the commands to create, manage, and interact with controls. To create or edit Learning Path controls, first connect to the client interface for which you want to create controls, and then open the Content Library.

     To open the Content Library from the default web client interface, do one of the following:

    • Click on the icon clip_image002 in the navigation bar and then click on the  Icon clip_image006to get the content Library to create the Learning Path.


    • The Content Library includes the columns described in the following table:


    The name you used when you created the Guided Task or Sidebar. A red lock symbol next to the name indicates that the content is currently checked out. You can hover over the icon to see which user has the content checked out.


    A red asterisk next to the name indicates newly checked-in content.




    The title you provided when you added content to the Guided Task or Sidebar. Titles for Sidebars and Guided Tasks are displayed on Sidebars when they are added as links, or when they are returned as search results.


    A symbol that indicates the type of content: Sidebar or Guided Task

    Form Factor:

    Symbols that represent the form factor selected for this content when it was created, either Desktop or Tablet.

    The Form Factor column is not displayed when you are using the Content Library when connected to the mobile app interface simulator or the Interactive Service Hub.


    Displays any tags applied to this content. You can add tags in the Advanced Options dialog box. Use tags to filter content displayed in the library

    App Version:

    The version of the application that the control was created on.


    The name of the person who created the control.


    A numeric value that represents the number of languages to which the control has been localized.


    Displays Published if the content is currently published; otherwise the status is Draft.


    Displays whether the content is enabled or disabled. Only enabled content is displayed to your users.

    Last Published:

    The most recent date when the content was published.

  • Cortana Integration for Dynamics 365

    • Cortana is your digital agent. It will help you get things done.
    • Cortana supported Operating Systems: Windows 10 Version 1703, for mobile Windows 10 Mobile Version 1703.
    • Cortana integration with Dynamics 365 is a Preview feature and it was introduced in Microsoft Dynamics CRM Online 2016 Update. To use this feature, it must be turned on and the license terms must be accepted.
    • Using this salespeople keep track of important Dynamics 365 activities. CRM Online 2016 Update embeds sales activities, accounts, and opportunities into Cortana to surface what’s most relevant to salespeople at any time.
    • To get started, type a question in the search box, or select the microphone and talk to Cortana.



    • Click on Notebook. In the Notebook you could able to see Connected Services
    • Click on Add Service


    • Using Cortana, could able to login Dynamics 365, Linked in, Office365,
    • Here we are connecting to Dynamics CRM.


    • Click on Connect as shown below.


    • Provide the CRM URL as shown below, Click on Connect


    • After that you will get the screen to enter login details


    • In the CRM also we need enable the settings for Cortana integration.
    • Navigate to Settings à Administration à System settings à Click on Preview tab.
    • Click on yes to enable the Cortana integration.


    •   Then you could able to see the CRM related updates as shown below at home level.


  • OneDrive for Business in Dynamics 365

    Microsoft Dynamics CRM 2016 released new concept of OneDrive for Business in Dynamics 365. Using this, users can create and manage private documents with OneDrive for business and those documents can be accessed within Dynamics CRM in the document grid.

    OneDrive for Business

    • OneDrive for Business is not the same as OneDrive. OneDrive is free online personal storage that you get with a Microsoft account or 
    • OneDrive for Business is online storage intended for business purposes.
    • If you’re using Office 365, you get 1 TB of space in the cloud for OneDrive for Business.
    • OneDrive for Business is currently available in SharePoint Online and coming to SharePoint On-premises with SharePoint 2016



    • Folders aren’t supported. Documents in shared folders won’t appear in the Dynamics CRM document grid.
    • Apparently when you want to share a document with other users it can be moved to an Office 365 group for collaboration, or stored as a public document in SharePoint


    Below are the steps to enable OneDrive for Business

    Prerequisite: SharePoint integration

    • if there is no integration with SharePoint and we are trying to enable OneDrive for business then will get the below message.
    • Navigate to Settings - > Document Management -> Enable for the Business



    Steps for SharePoint integration:-

    • Navigate to Setting - > Document Management -> Enable Server-Based SharePoint Integration


    • Click on Next


    • Click on Next


    • To get the URL of SharePoint click on the navigation to other application


    • And click on SharePoint and copy the URL and past in the below enter URL then click on ok



    • Click on Next.


    • Click on Finish.
    • Navigate to Setting -> Document Management –>Document Management Settings.



    • Click on Next.


    • Click on next.


    • Click on ok.


    • Click on Finish.
    • After we’re set up the CRM to SharePoint integration, we just have a few simple steps to enable the use of OneDrive for Business. This is show below:

    Steps to enable the use of OneDrive for Business:-

    • Navigate to Settings->click on Enable OneDrive for Business.




    • Check the checkbox and click on ok.
    • After this have been enable, you will now see an option for OneDrive for Business Folder Settings.



    • Click on this option to show the following:


    • Select you’re desired root folder on OneDrive for Business and you’re all set up.
    • Open the existing record in the account in the information entity you can find the document their you can upload the file to OneDrive.




    Click on Upload


    Choose the file and then select location as onedrive and click on ok.



    • Click on continue
    • If you want to change the folder location you can click on change folder location.



    Securing use

    • There is a specific security privilege that can be set to control access to this feature- this is shown below.



    • Now that we’re all set up we can add documents, photos etc. into OneDrive for Business for the relevant record
  • Security Roles in Dynamics 365

    Why we use security roles?

    To control data access, you must set up an organizational structure that both protects sensitive data and enables collaboration. You do this by setting up business units, security roles, and field security profiles

    Security roles

    • A security role defines how different users, such as salespeople, access different types of records.
    • To control access to data, you can modify existing security roles, create new security roles, or change which security roles are assigned to each user.
    • Each user can have multiple security roles.
    • Each security role consists of two types

                       Record-level privileges

                      Task-based privileges.

    Record-level privileges:

    • Define which tasks a user with access to the record can do, such as Read, Create, Delete, Write, Assign, Share, Append, and Append To. Append means to attach another record, such as an activity or note, to a record. Append to means to be attached to a record.
    • Dynamics 365 has eight different record-level privileges that determine the level of access a user has to a specific record or record type.

    Create: Required to make a new record.

    Read: Required to open a record to view the contents

    Write: Required to make changes to a record

    Delete : Required to permanently remove a record

    Append: Required to associate a record with the current record

    Append to : Required to associate the current record with another record

    Assign: Required to give ownership of a record to another user.

    Share: Required to give access to a record to another user while keeping your own access.


    Task-based privileges,

    • At the bottom of the form, give a user privileges to perform specific tasks, such as publish articles or perform a mail merge.
    • The colored circles on the security role settings page define the access level for that privilege. Access levels determine how deep or high in the organizational business unit hierarchy the user can perform the specified privilege.
    • The following table lists the levels of access in Microsoft Dynamics 365, starting with the level that gives users the most access.



    clip_image005  This access level gives a user access to all records in the organization, regardless of the business unit hierarchical level that the instance or the user belongs to.

    • Users who have Global access automatically have Parent Child Business units, Business Unit, and user level access also.
    • Because this access level gives access to information throughout the organization, it should be restricted to match the organization's data security plan.



    • This access level gives a user access to records in the user's business unit and all business units subordinate to the user's business unit.
    • Users who have Deep access automatically have Local and Basic access, also.
    • Because this access level gives access to information throughout the business unit and subordinate business units, it should be restricted to match the organization's data security plan. This level of access is usually reserved for managers with authority over the business units.


    clip_image007 This access level gives a user access to records in the user's business unit.

    • Users who have Local access automatically have Basic access, also.
    • Because this access level gives access to information throughout the business unit, it should be restricted to match the organization's data security plan. This level of access is usually reserved for managers with authority over the business unit.

    clip_image008 This access level gives a user access to records that the user owns, objects that are shared with the user, and objects that are shared with a team that the user is a member of.

    • This is the typical level of access for sales and service representatives.


    clip_image009 No access is allowed

  • Interactive Service Hub in Dynamics 365

    • Interactive Service Hub was introduced in CRM 2016 online and CRM 2016 on premise version.
    • The interactive service hub is designed to simplify your day-to-day job, and is specifically optimized for customer service.
    • It shows you all your vital information in one place, and lets you focus on things that require your attention
    • It’s loaded with richer dashboards and redesigned forms that pull together key information so you can focus on what’s more important and get things done faster.


    • Interactive service hub does not support Microsoft Dynamics 365 for Outlook, Microsoft Dynamics 365 for phones, and tablets and touch devices.
    • Right-to-left (RTL) languages: Hebrew and Arabic.

     Enabling Interactive Service Hub:

    • To enable the Interactive service Hub the user should have security role of customer service Manager, System Administrator or System customizer Role.
    • If the user has above security Role you could able to see the option in settings à interactive Service Hub


    By default, interactive Service Hub will be enabled for the below entities.

    • Account
    • Contacts
    • Cases
    • Activities
    • Queues
    • Dashboards
    • Social profiles
    • You can enable the interactive service Hub for custom entities also as shown below.


    • Once the interactive Service Hub is enabled you could able to see the dashboard as shown below


    • In the navigation bar you could able to see only the entities which are enabled with the option of interactive service Hub.


    • When you click an entity, you’ll see the list of records. You can search for records in the list using the Search for Records box.


    • When you’re in a record, use the Next Record and Previous Record buttons to see the next or previous records in the record set. A record set is the total number of records on a single page


    • On the Main Menu, click the Recently Viewed Items button to see recently viewed records and views


    • To create records quickly by filling in only the most basic information, on the navigation bar, click the Quick Create button as shown below


    • To find all of your records from multiple record types quickly, click the Search button . To filter results by one record type, click a record type from the filter drop-down list next to the Search box.
    • You can only search for record types that are enabled for the interactive experience.
    • Search for records in the interactive service hub from the following areas, depending on what you're looking for:
    •  Global search or multi-entity search. Use global search to search for a keyword in multiple entities at the same time. Global search uses the quick find view for the various entities to search for records.
      • Search from a list of records (grid) or use single-entity search. To search for an entity record, go to the list of records for that entity. This search is also based on the quick find view of this entity.
      • Subgrids
      • Lookups


    • You could able to see the ribbon buttons as shown below.


    • A tab is a group of sections on a page. Each Main form is composed of one or more tabs. By default, the Summary tab shows information about the customer, interactions with the customer, and other related records. You can click the different tabs to enter or see other miscellaneous details of a record.


    Business Process Flows:

    • In the interactive service hub, the case and knowledge article forms have a process bar (business process flow), which is collapsed by default.
    • When you click a process stage, you'll see relevant steps for that stage. A flag on a stage indicates the stage you’re currently on.
    • When you click an active stage, you can see the Next Stage button move to the next stage in the process.


    • If there is more than one process to use, you can switch between the processes by clicking More >Switch Process on the command bar, and then selecting the process you want to use.


    Customer card:

    • You could able to see complete view of your customer’s touch points in the customer card. This card is available in the General Information section of the Summary tab.
    • You can add a picture to the account or contact record in the Dynamics 365 web application, and it will appear on this card.
    • For account records, the customer card shows contact details for the primary contact. For contact records, the customer card shows details of the account the contact belongs to.



    • See a combined view of your customer’s interactions across various channels, such as phone, email, or even social activities in the timeline. It also shows any related notes or system posts.
    • Filter the timeline for a specific activity type or find an activity by searching for a specific keyword.
    • Search and filter work in combination or in isolation. For example, you can first filter the activities to just show emails, and then use the Search option to search for email messages with a specific keyword.
    • Refresh the timeline so you can see the updated list of activities.
    • Click the title of an activity to open the activity record.
    • Take quick actions on an activity from the timeline, such as marking an activity complete, assigning it to others, adding it to a queue, converting it to a case, or deleting it. All actions that are available on a form command bar for any given record type are available here.


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