The Microsoft Dynamics CRM Platform Enhancement Discussion

  • What is Customer Service Hub and how to get started with it?

    Have you explored the Customer Service Hub app in the new Dynamics 365? If not yet, then it is never too late. Some of you might be having this question of why Customer Service Hub when we already have a Customer Service module in place. Well, the answer lies in understanding the capabilities it has to offer to the CRM users.

    To begin with, Customer Service Hub is a sophisticated and optimized version of Customer Service module that empowers CRM users to discharge their duties in a faster and efficient way by providing unified interactive interface where all important information can be assembled at one place for easy and quick access. The immediate thing that comes in our mind when we talk about Customer Service is the case management. Customer Service Hub makes very light work of case management as the Tier 1 Dashboard allows users to keep track of all cases with different visual filters and streams and deep dive the information using Tier 2 Dashboard.

    Tier 1 Dashboard supports four visual filters namely,

    • Cases by Priority
    • Cases by Mix (Origin such as Twitter, Facebook, Phone, Email, LinkedIn, etc.)
    • Cases by Status
    • Cases by Account

    And four streams supported are:

    • Active Cases
    • My Resolved Cases
    • My Draft Emails
    • My Activities

    With the right combination of visual filters and streams, it becomes extremely simple for users to monitor and manage customer cases.

    Getting Started…

    With this basic understanding of Customer Service Hub, let’s see how to get started with it.

    From the Dynamics 365 web application, go to Settings > Application > My Apps > Customer Service Hub.

    In the Dynamics 365 sitemap, navigate to the app switcher and then select Customer Service Hub.

    You will be directed to the Tier 1 Dashboard as shown below.

    You can visualize the data the way you want by making use of the filters. You can further deep dive into the cases by clicking the appropriate segments.

    From the drop-down, you can select Tier 2 Dashboard which will help you to work with cases from different perspectives, including products and incident types.

    This way, it gets lot simpler for a CRM user to deal with case management.

    Reference Used:

    For any queries, please reach out to us at or simply mention your comments below.

  • Microsoft Azure Logic Apps Integration with Microsoft Dynamics 365

    Microsoft Azure Logic Apps is the most talked about technology these days across different Microsoft Communities and Forums. Indeed, developers have welcomed Microsoft Logic Apps in a big way as they started envisioning the endless benefits it could offer to the developer community. Simply put, Microsoft Azure Logic Apps will help developers to automate the workflows for the purpose of integrating apps and data across cloud services and on premise systems.

    If you happen to be a developer working on Microsoft Technologies, then you should surely take a look at Microsoft Logic Apps for it offers the flexibility and simplicity that you require to get your job done in quick time.

    Let’s see a business scenario to better understand the potential of Microsoft Azure Logic Apps.

    Business Scenario

    MTC’s client wanted to achieve a functionality where upon adding files to Dynamics 365 from anywhere around the globe, will also add the files to a local drive specified by him. MTC achieved this functionality by integration of Logic Apps with Dynamics 365. You can achieve the same by following the below steps.

    1. Before your logic apps can access data sources on-premises, you have to install and set up the on-premises data gateway (Refer this link to install on-premises data gateway)

    The gateway acts as a bridge that provides quick data transfer and encryption between on-premises systems and your logic apps. The gateway relays data from on-premises sources on encrypted channels through the Azure Service Bus. All traffic originates as secure outbound traffic from the gateway agent.

           2. Login to your Microsoft Azure Account.

           3. From Home navigate to All resources. Click on + Add.

    4. A new window appears. Then go to Integration and select Logic App.

    5. You can create a new logic app.

    • Give the name of your logic app
    • Select the subscription and resource group
    • Select the location (remember the location has to be the same to that selected during the installation of on premise data gateway
    • Then click Create.


    You can notice the status message showing as Deployment to resource group “D365Dev” is in progress.

    6. Once done, the system pops a notification prompt. Click Go to resource.

    7. You will be directed to Logic Apps Designer. Here you need to pick the trigger “When a HTTP request is received.”

    8. You can write a code based on some parameters and save it to fetch the HTTP URL.

    9. Click +New step and select the event Add an action. Then from the look up field search for File System.

    10. Click on File System.

    11. Go to create file.

    • Enter the folder path
    • Name of the file
    • Content of the file

    12. Click Save.

    13. Add another action. This time it is Delete file. Enter the file and Save.

    You can see the notification Save app logic completed.

    Let’s check the functionality of Logic Apps on Opportunity entity from within D365. A web resource for file uploads have to be added to the opportunity form which will add a File Upload sub grid.

    For our understanding, let’s select an opportunity named Tender.

    14. Let’s go ahead and add some files to the File Upload sub grid.

    After the files get uploaded successfully, you can cross check if the same files have been added locally on specified location.

    You can notice that the file has been stored locally.

    Aforementioned, this is just one of the many business scenarios that could be explored leveraging Microsoft Azure Logic App integration with Dynamics 365. For more information, reach out to us at  


    1. Credit Card Payments, Refunds, Recurring Billing & More with Credit Card Processing Solution

      Credit Card payments have featured in a big way in everyone’s life. Not only because it eliminates the need to carry the cash but also because of the endless benefits it offers in the form of reward points and other complimentary offers. Visa, MasterCard, American Express are some of the well-known financial services corporations that process wide variety of electronic payments via. debit cards, credit cards, gift cards, travel cards, etc. The volume of transactions using credit cards from these networks have skyrocketed in the last few years because of the advanced security and easy accessibility offered. All companies under the sun have been using credit cards in a big way to make electronic payments. Companies using Microsoft Dynamics CRM are not exception to this, but unfortunately there is no in-built functionality in CRM to support credit card transactions.

      Identifying the opportunity and with a profound goal of filling the gap, MTC has launched Credit Card Processing solution some time ago. Companies received it positively and requested for more features. Today, Credit Card Processing supports a wide variety of features such as refunds and recurring billing. Credit Card Processing solution works in association with Authorize.Net, a trusted payment gateway partner.

      It all starts with a company wanting to make payments to different contacts using their credit cards. API Login Code and Transaction Key must be fetched by logging into Authorize. Net which shall be used for Authorizations inside CRM. A company can select contacts and add credit card information by selecting the Authorize.Net payment Gateway type. Details such as credit card number, CVV, expiry date, etc., must be entered and saved. The credit card number will be immediately encrypted. For making payments, a company has to select the contact and click payments on the ribbon. A window with existing credit card information displays. If there are multiple cards, a company can select the desired credit card from the drop down which only displays the last four digits of the card. The required payment amount has to be entered and Aurthorize Duration can be set before finally clicking Authorize for processing the credit card payment.

      Likewise, payments can be made for invoices too by selecting the appropriate invoice and then clicking Credit Card from the ribbon. Amount, Owner and Invoice Details are then automatically captured. Select the transaction status as Authorized to process the payment.

      For refunds, a company has to select the account/contact for which the refund has to be made. Then click Refund from more commands (…). A refund form opens up with the details of the transaction. Refunds can be done only on Settled Transactions. Once done, the amount will be refunded to the credit card used and the result will be displayed as successful.

      For recurring billing, a company has to select account/contact and click Recurring billing from more commands(…) button. A company can choose to set the frequency of occurrences, start date, subscription type and amount from the Recurring Billing form. Recurring billing saves big on time and effort allowing companies to focus on more important business areas.   

    2. Build Image Library and Change CRM Record Display Picture on the Fly with CRM Image Capture

      Ever wondered how you can add a plethora of images into your Dynamics 365 and choose the same to set as display pictures for entities such as Account, Contact or Lead? Or simply using your webcam to capture live images and feed into CRM for displaying pictures for Account, Contact or Lead? Or uploading an image for better data correlation as in the case of service cases where you are recording documents like AC installation, Gas Filling or Breakdown of AC? Isn’t that a good thought?

      Well, what follows next is a brilliant idea from MTC which has combined all of the above use scenarios in the form of an add-on for Dynamics 365 and it is called CRM Image Capture.

      CRM Image Capture is an enhanced version of MTC’s CRM Picture. In it, you will be able to upload images in a jiffy and apply the same as display pictures for CRM entities such as Account, Contact, Lead, etc. Though there is a provision to upload images and set as display pictures for CRM entities, there is no real provision for maintaining image library and select the images of your choice. Also, the conventional way of uploading and setting as display pictures takes a few extra steps which is not desirable. Add to that, you can’t capture live images from webcam to keep your CRM records up to date. On the other hand, CRM Image Capture allows you to capture live images using web cam and preview before applying as display pictures. It is because of this flexibility and usability, CRM Image Capture has been on high demand in the Dynamics Marketplace.  

      CRM Image capture supports two configurations namely Single Picture Configuration and Multiple Picture Configuration. Single Picture Configuration requires addition of a web resource that will allow you to add image anywhere on the CRM entity record. It finds use mostly for service cases where you want to associate images with each of the service case raised.  Multiple Picture Configuration also requires addition of a web resource that allows creation of image library and use of webcam for setting as display pictures for CRM entities such as Account, Contact, Lead, etc

      Key Features & Benefits:

      • Single and Multiple Picture Configuration for additional flexibility
      • Single Picture Configuration for better data correlation
      • Multiple Picture Configuration for easy uploading of images, live capturing of images via webcam and setting the same as display pictures for CRM entities.
      • One click setting of display pictures for CRM entities
      • Users have the flexibility of deleting the images from the image library in the grid.
      • CRM image capture supports .png, .jpg, .jpeg, and .gif photo types.
      • CRM Image Capture also provides the ability to preview the image captured through webcam before setting it as display picture.
      • CRM Image Capture provides the users with low maintenance and more transparent viewpoint.
    3. Microsoft Power Apps

      Power Apps is the newest technology from Microsoft aimed at easing the way business apps are developed for handling a variety of business needs. It typically works as a Platform as a Service (PaaS). Using Power Apps, you can create apps faster than before using the drag and drop user interface adding different user controls and media. The apps thus developed works seamlessly across all operating platforms such as Android, iOS, Windows, etc., and on all browsers.

      Also, Power Apps allow you to extend or customize the apps that you already use. Data can be drawn into your apps by connecting to data sources such as Dynamics 365, SharePoint, Salesforce, Excel, Microsoft Azure, Dropbox, One Drive, etc., to complete your app.

      Key Benefits of Power Apps:

      Drag and Drop UI: Drag and drop user interface in power app lets you build web and mobile apps quickly.

      Innovate Faster: The predefined templates in Power Apps will allow you to innovate apps faster than before.

      Flexible Update Management: Without publishing the immediate changes, power app users can update the app by saving their changes and testing the app. Recent changes will be available as drafts, in case if the users want to revise any of the version they can do it without disturbing the published app. The app users have the flexibility of publishing the app when they desire, so that end users can actually view the app updates.

      Automate Tasks with Microsoft Flows: In Power Apps, we can trigger Microsoft Flows which are just like workflows in CRM used for getting notifications, alerts and request approvals.     

      Powerful Built-in Data Service: Using Common Data Service for Apps, it is easy to bring your data together and quickly create apps.

      Controls in Power Apps

      èIn power apps we can display entity records.

      èUsing power apps a timer can be displayed. User can configure the app to respond after a certain amount of time passes.

      è PDF viewer displays the PDF files on power apps application from a remote server to Show the content of a PDF file on the Internet.

      èWe can implement ratings in power apps. Ratings indicate a value between 1 and a specified number.

      èWe can import data into the application and we can export the data from the application

      Media Controls

      èWe can add media tools like camera, Micro phone, Barcode etc

      Camera: By adding this control user can take and save photos in the app or to a data source.

      Microphone: By adding this control, the user can update a data source with one or more sounds from wherever the app is running.

      Barcode: By adding this control user can update a data source by scanning a barcode by using a device that has a camera.


      èPower apps has an ability to display data in graphical format such as column chart, Line chart and pie chart.

      Column chart: It displays the vertical bars relative to the two axes.

      Line Chart: It displays the series of  data points relative to the two axes.

      Pie chart : It displays the data in a circular manner.


      Look up Fields

      èWe can display lookup fields on power apps for displaying the data. We can render lookup fields as dropdown lists in power apps.


      Power apps provides us with predefined icons for visually displaying edit, refresh, and sort. Save, crop, download Etc., functionalities