Archives / 2016 / July
  • Feedback entity in Microsoft Dynamics CRM 2016

    Microsoft Dynamics CRM 2016 has released new entity called Feedback. The main goal of this entity is to track the customer feedback and rating about the product and services which are providing to the customers. This feedback entity improves the Product’s or services quality or provides the customer satisfaction to the organization.

    The first step to use Feedback entity is in security role this entity should have the privileges to create, read and update.

    In the below screenshot, feedback has organization level security privileges to the marketing professional.


    Enable Feedback entity:

    To enable this feature navigate to settings à Customizations à select any entity

    Select the checkbox for feedback as shown below.

    As an example enabled the Case entity for the Feedback by ticking the check box provided for the Feedback.

    So now, the Feedback entity will appear in the associated view of the Case entity and you can create Feedback for the case entity.


    Steps to create Feedback:

    As now feedback is enabled for Case entity, you can able to see the feedback entity in the case associate view as shown below.


    Click on Add new feedback as shown below


    Feedback entity will open with the below fields enter the feedback information


    Title: A short title for the Feedback, specifying the response.

    Regarding: The Feedback created for the entity.

    Source: Here you can select two options, Internal or Portal. For example, if you are capturing the Feedback from within the CRM i.e. through phone or email then you can select Source as Internal. In addition, you can add more options to this field as per your requirement.

    Comments: Comments for the Feedback being created.

    Rating: A number to specify how useful the case is.

    Minimum Rating and Maximum Rating: Define the minimum and maximum rating numbers for the rating scale. For example, in our case, we are using the rating scale as 1-5, then minimum rating as 3 and maximum rating as 5 can be provided.

    Normalized Rating: The value for this field is auto calculated, as this is the calculated field. The calculation is done based on the below formula.

    Normalized Rating = (Rating – Minimum Rating)/ (Maximum Rating – Minimum Rating)

    However, you can change the calculation for the Normalized Rating by changing the formula for this field from Customizations.

    Created By (Contact): It is the customer contact on behalf of whom you are creating a feedback.

    Closed By: This field gets automatically populated with the user who deactivates the Feedback record.

    Closed On: This field gets auto populated with the date and time when the user deactivates the Feedback record.

    Deactivating Feedback:

    When you deactivate the Feedback, it will ask if you want to close this feedback as Closed or Rejected.


    Select the Status as Closed then the Status Reason of the Feedback changes to Closed and if you select the Status as Rejected then the Status Reason of the Feedback changes to Rejected


    This blog explains the new customization feedback feature in MSCRM 2016. Please leave your comments here.

  • Customer Lookup behavior for any custom entity in MSCRM 2016

    Microsoft Dynamics CRM has out of box feature for system entities such as case, lead and opportunity entities contained

    a field that represents a customer (account or contact).

    MSCRM 2016 has released new customization feature of customer field to any system or custom entity to tract the customer information as you need.

    • The procedure to create customer field from the customization detail steps as below.
    • Navigate to settings à customization à open any custom entity
    • Customer look up will create with N : 1 relationship to Account and Contact.


    • Approval is a custom entity and placed with the customer field, now you can able to see Look for as Account/contact

          which is similar to out of box functionality.


  • Knowledge articles in MSCRM 2016

    Microsoft Dynamics CRM 2016 comes with a new knowledge management solution. With this new solution, you can quickly turn customer feedback and issues into knowledge articles. For any customer service team, it’s important to give customers the right information at the right time content authoring and update of knowledge articles is enabled in the interactive service hub.

    After your administrator sets up knowledge management for your organization, you can search for articles while working on a customer’s case or other records in Microsoft Dynamics CRM, to give customers accurate and consistent information, with rich knowledge you can spend less time to find the information, this will be uses in issue handling time and increase customer satisfaction.

    Microsoft Dynamics CRM supports two knowledge management solutions:

    · Native CRM knowledge management:

    o This option is available for both CRM Online and on-premises users.

    o For Microsoft Dynamics CRM Online organizations, the native CRM knowledge solution is only available if you've installed the CRM Online 2016 Update.

    o For on-premises CRM organizations, this feature is only available if you've updated to CRM 2016.

    · Parature knowledge base:

    o This option is available only for CRM Online users. This feature was introduced in CRM Online 2015 Update 1.

    To know more in details about knowledge article Navigate to service à cases

    Open any case record, on the activity wall, click KB records.


    You’ll see a list of suggested knowledge articles based on the case title. You’ll also see a short description of the article along with its rating and number of views the article had.


    Status: if an article is in draft, approved or published, you can able to see its status before the title.

    By seeing the title you can share the article to customer.

    Search: you can search the articles using keyword, based on the keywords it will give search results.

    Sort results: you can able to select the sort order based on relevance, rating, and number of views or modified date.

    Filter Results: you can able to filter the search results to show all draft articles, all approved articles and all published articles.

    To see the full content of the article, select the article name link. You’ll be able to see the full content of the article along with images and videos, if the article has any.

    Link the KB article to the current case button.

    To associate a knowledge article with the current case, select a knowledge article, and then click the Microsoft Dynamics CRM adds the associated knowledge article to the Associated Knowledge Base records section. This association helps customer service managers determine which knowledge articles were effective in resolving cases.


    Disassociate KB article record from case:

    You can also choose to disassociate the article from the case by clicking the Unlink the KB article from the current record button.


  • Gmail Integration with Microsoft Dynamics CRM online

    Microsoft Dynamics CRM 2016 Email Router configuration in detail steps:

    Step 1:

    • Install the “Email router Configuration Manager” in your Machine.


    Step 2:

    • Open Microsoft Dynamics online CRM


    Step 3:

    • Click on main à click on settings à Email configuration à


    Step 4:

    • Click on Email configuration settings.
    • Click on Email tab
    • In “Process email using” option select “Microsoft Dynamics CRM 2016 Email Router” from drop down.
    • In server Profile remove Microsoft Exchange online.
    • Keep Incoming and outgoing email as “Server side synchronization or Email router”.
    • Press ok.





    Step 5:

    • Click Mailboxes




    • Click on “Regarding “of logged CRM user in My Active mailboxes




    Step 6:

    • Give your “Gmail id” as primary email id to the user that you have logged in and save it.



    Step 7:

    • After saving Click on Administration in the same window and click on mail id in Mail box.



    Step 8:

    • A new windows opens Remove Microsoft Exchange from Server Profile drop down in Synchronization Method.
    • Save it and Approve email, press ok.
    • Now open email router configuration manager




    Step 9:

    • Create Incoming and Outgoing profiles in “Configuration Profiles” Tab.



    • Click on Configuration Profiles.
    • Click on New. 
    • Give Profile Name: (Ex: Nik Incoming)
    • Set Direction as Incoming.
    • Select email server type: POP.
    • Authentication type: Clear text
    • Give Gmail email server “” in Location.
    • Give Gmail password.
    • Click on Advanced tab.
    • Set network port as 995 and select the check box.
    • Click ok.
    • Click publish.



    Step 10:

    • Create Outgoing profile.



    • 1. Click on Configuration Profiles.
    • Click on New.
    • Give Profile Name: (Ex: Nik Outgoing)
    • Set Direction as Outgoing.
    • Select email server type: SMTP.
    • Authentication type: Clear text
    • Give Gmail email server “” in Location.
    • Give Gmail email Id.
    • give password
    • Click on Advanced tab.
    • Set network port as 587 and select the check box.
    • Click ok.
    • Click publish. Note: Port number of Gmail SMTP (465/587).






    Step 11:

    • Now Create Deployment in “Deployments” Tab.
    • Click on Deployments
    • Check on new
    • Select “Microsoft Dynamics CRM online”
    • Give Organization Unique name: How to get Unique Name?



    • In online CRM Click on Main –> settings customizations—> Developer Resource




    • Enter Online CRM Login User ID
    • Type password
    • Select Incoming Configuration profile as Incoming from dropdown.
    • Select Outgoing Configuration profile as outgoing from dropdown.
    • Click ok 10.Publish.


    Step 12:

    • Click on “Users, Queues, and Forward mailboxes” Tab.
    • Select Created Deployment “” from load data.
    • Click on Load data.Here it will load all the users, Queues and Mailboxes from online CRM
    • Select the user which we have configured in Online CRM.
    • Click Test Access
    • A pop-up windows appears and display “incoming Status: succeeded” and “outgoing Status: Succeeded”.
    • Finally Click on publish.



      • Now Email Router Configuration has been done for Gmail For Microsoft Dynamics CRM 2016 online.
      • Now create a contact along with email id in Online CRM and send an email.
    • Hierarchical Security Models in MSCRM 2015

      Hierarchical Security Models is new feature which are introduced in MSCRM 2015. This feature will give addition capabilities to the existing security model, to provide the visibility based on Manager Field in the user record.

      Using this feature Managers can able to see records for team under with them.

      To enable Hierarchical security model navigate to settings à security à Hierarchical security as shown below.



      Hierarchical Security window will open.

      · Select the option for Enable Hierarchy modeling

      · Select the Hierarchy model, whether it should be manager level or custom position level

      · Select the Hierarchy depth as 3. We can increase the depth more than 3 but it will give the performance issues.

      · Select the entities to exclude from the Hierarchy.

      Upon selection of Manager Hierarchy click on configure. This will opens the user’s window to select manager’s hierarchy.

      Hierarchical Security for Manager Hierarchy Security


      A new hierarchy view has been added that is available once the Manager Hierarchy is turned on and it can be viewed from the user record by opening a user and selecting View Hierarchy.


      This will show the user in relation to the manager and other users within the scope of the current level.


      Hierarchical Security for Custom Position Security

      Hierarchical Security window will open.

      · Select the option for Enable Hierarchy modeling

      · Select the Hierarchy model, whether it should be manager level or custom position level

      · Select the Hierarchy depth as 3. We can increase the depth more than 3 but it will give the performance issues.

      · Select the entities to exclude from the Hierarchy.

      Upon selection of Position Hierarchy click on configure. This will opens the Positions window to select hierarchy.


      Define the organization positions and add hierarchy to them.

      After defining the positions you could able to see the hierarchy’s as shown below.


      You can look at the positional hierarchy by selecting View Hierarchy item



      These two models are in addition to the current security models and will adhere to business unit restrictions or if using a team model, the teams the person is on. This adds visibility based on the hierarchical structure to allow for an easier way for managers to see the records for their people and those below them.

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