App for Outlook, CRM, Dynamics 365, Mobile

How do you install the ‘Dynamics 365 App for Outlook Preview’

Preview?

Welcome to my blog, previously I had written a series of articles introducing Users to the App for Outlook and what it can do.

Microsoft  highlighted the deprecation of the Dynamics 365 Outlook Client with the announcement of the July Update and Organisations should be looking at moving to the App for Outlook as its successor/replacement.

I often see people asking or wondering how they can install the Microsoft Dynamics 365 App for Outlook (Cloud based addin). Currently (at date of publish), this is still available in preview only i.e. you can see the big PREVIEW text whilst using the App and requires additional steps to configure on top of the prerequisites.

Dynamics 365 V9.0 is currently online only, so on premise D365 V9.0 configurations are not applicable at present; I expect this will soon change due to the V9.0 Customer Driven Updates (CDU) being shortly available.

Configuration

Trying to configure the preview version of the App for Outlook can be a pain if you have not met all the pre-requisites which Microsoft layout in their basic steps listed here:

https://docs.microsoft.com/en-us/dynamics365/customer-engagement/outlook-app/deploy-dynamics-365-app-for-outlook

Please read the disclaimer on the page that looks like this:

dis

Microsoft assumes you have setup an Office 365 tenant with Dynamics 365 and Exchange Online where Users have been assigned a license for each product or where they have a Dynamics 365 License and access to a supported Exchange mailbox for the addin to be installed too. You cannot just go in and setup a Dynamics 365 trial and expect it to just work – in fact, you actually have to enable the preview before you can get to the App for Outlook sitemap area.

The next sections will detail the steps allowing you to complete the setup from start to finish and end up with a working App for Outlook. This can take up to an hour or so to complete due to the provisioning of services and Users Mailbox, the Exchange services and associated mailboxes take the most time to provision here.

As this guide is creating a trial (most likely for demo/testing purposes) – then it is assumed that the User is the Global Office 365 Admin; this speeds up any privilege issues that may arise. But otherwise you will need a CRM Service Admin and Exchange Service Admin privileges in O365 for the initial configuration.

What are the configuration steps?

So from a high level – what actually needs to be configured or created?

  1. Creation an Office 365 Tenant
  2. Setup a Dynamics 365 Trial
  3. Setup an Office 365 Trial (E3 or E5)
  4. Assign User Licenses
  5. Create the Users Mailbox and set it up
  6. Configure Email Setting and User Mailbox in Dynamics 365
  7. Enable the App for Outlook Preview
  8. Add the App for Outlook the Users mailbox in exchange

Once all these high level steps have been completed, the Users will be able to use the App for Outlook! Simple huh?

Steps 1,2 – Provision a Dynamics 365 Trial

The quickest way I have found to kick start this whole process is to create a Dynamics 365 trial (which also creates the Office 365 tenant), this process can be kicked off at the following site (UK link):

https://dynamics.microsoft.com/en-gb/

  1. Scroll to the bottom of the page
  2. Click Try Dynamics 365 > Start Free
  3. Complete/follow the steps to create the CRM instance.
  4. Choose your additional solutions.
  5. Login to Dynamics 365 after it has been provisioned.

Once you can finally see the D365 Sales area – your done! (This part at least).

This process can take up to 10 minutes to complete depending on what items you select when you want to use CRM. When setting up a Dynamics 365 trial, I usually install none of the additional solutions as you can do that separately with the Dynamics 365 Admin area once CRM is provisioned unless I explicitly know what the trial is going to be used for, i.e. PSA or FSM.

Select

Step 3 – Exchange/Office 365 Trial

To set up Exchange (just the basic setup, no special requirements) – the easiest way is to select one of the Office 365 E3 trials to the Office 365 tenant. To do this:
  1. Navigate to the Admin area in Office 365.
  2. Click on Billing > Subscriptions > + Add Subscriptions.
  3. Select Office 365 E3/E5 – click Start Free Trial.
  4. Confirm the Order.
Microsoft will be provisioning the services in the background and may take up to half an hour to complete the set up of Office in your tenant.

Step 4 – Add Users/Assign Licenses

Whilst you are waiting – add any Users you require to your tenant and the assign them licenses to both Dynamics 365 and Office 365 E3/5 plan.
To add users:
  1. Navigate to Office 365 Admin area.
  2. Click on Users.
  3. Click on Active Users.
  4. Click + Add User.
  5. Fill in required information.
  6. In the Product Licenses area, select the Dynamics 365 and Office 365 Licenses.
  7. Click Save.

license

To add Licenses to existing users:
  1. Navigate to Office 365 Admin area.
  2. Click on Users.
  3. Click on Active Users.
  4. Select the User(s) you want to assign licenses to.
  5. Click on the Edit product licenses menu item.
  6. Select add existing assignments.
  7. Select the Dynamics 365 and Office 365 Licenses.
  8. Click Save.
Users will then eventually have access to both Dynamics 365 (when they are assigned a Security Role) and their Mailbox in Exchange. This may take up to 15 minutes or so! The next set of steps can be performed whilst this action occurs in the background to save some time.
Additionally, Users in CRM will need a Security Role with the “User Dynamics 365 App for Outlook” Security privilege:
 SecRoleAppOut

Step 5 – Mailbox Configuration

Users actually have a few more steps to complete personally to configure their mailbox; this could probably be done in an automated way by an exchange admin – but I have not investigated this or know how to do this.
  1. When the Office Mail icon appears – this means that their mailbox is ready!
    Mail
  2. When Users click on this – they will be asked to select their Timezone and Language/Format.
  3. Set this accordingly and then they should be able to log into Outlook for Web (OWA).
This step will confirm that the mailbox exists in Exchange – and will ensure that the addin will be installed first time and not get stuck in a pending state.

Step 6 – CRM Email and Mailbox Configuration

For the App for Outlook to work with Exchange/Dynamics – all synchronisation methods must be set to Server Side Synchronisation.
The default CRM setting should be set and each of the Users mailbox records should also be set accordingly, their email approved and the mailbox Tested and Enabled.
  1. Navigate to Settings > Administration > System Settings
  2. Click on the Email Tab.
  3. Set the Synchronisation Method to Server Side Synchronization for all, Incoming Email, Outgoing Email and Appointments, Contacts and Tasks.

    SSS

Once these items have been completed – navigate to each Users Mailbox record and perform the following:
  1. Navigate to Settings > Email Configuration > Mailboxes.
  2. Select the User(s) mailbox records.
  3. Click on Apply Default Email Settings button in the Command Bar.
  4. Click on Approve Email button in the Command Bar.
  5. Click on Test and Enable Mailbox.
  6. If their mailbox has not yet been configured this will fail – so please complete step 5
  7. Once successful – this will be highlighted:
    MB_Suc
The App for Outlook pre-requisites should be now met.

Step 7 – Enable the Preview – App for Outlook

For Dynamics 365 V8.X – the App for Outlook sitemap area would be visible under the Settings area.
With V9.0 by default – it is not there:
SM_NT
This is where it needs to be enabled as it is in Preview.
  1. Navigate to Settings > Administration > System Settings.
  2. Click on the Preview Tab.
  3. Read the License Terms (Optional) and check the I have read and agree to license terms.
  4. This enables the sections that were greyed out.
  5. Navigate to MailApp Preview > Enable Dynamics 365 App for Outlook Preview = Yes.
    Sys_Set
  6. Click OK and close the System Settings window.
This is where the magic happens – hit CTRL + F5 to refresh the page, the Sitemap item should appear under the System group!
App_SM

Step 8 – Add the Addin

One the Preview has been enabled – you can now add Addin to all Users whom meet all the pre-requisites.
  1. Navigate to Settings >System > Dynamics 365 App for Outlook.
  2. Select the User(s) you wish to add the App for for Outlook too and click either Add App to Outlook or Add App for all Eligible Users.
    elig
  3. Whilst the installation is pending, this will be installed to the Users Exchange Mailbox.
  4. When it has been completed:
    Added

Once it has been added – the User can use the Addin in Office!

Step 9 – Use

  1. Open OWA – open an email or send one and the addin should be viewable!
  2. Enjoy!
    At_track

Thank you for reading – I hope this article helps you take a trial run of the App for Outlook for Dynamics 365!

MW

CRM, CRM features, Dynamics 365, Mobile, Unified User Interface

Configuring Dynamics 365 for Mobile use: Part 3

Happy New Year!

Last year, I started writing a couple of blogs for the July 2017 release of Dynamics 365 and the Unified User Interface (UUI) as part of a team testing out the new capabilities in V9. The teams objective was to feedback our findings with the Dynamics 365 community, listing out the new features and any new functionality discovered or if there are findings which may be considered an issue or problem for organisations looking to upgrade to the latest version of Dynamics 365.

My latest series, “Introduction to the Dynamics 365 Mobile Apps for V9.0 ” details our findings using the new mobile applications and the UUI. The first and second blog posts can be found here:

Recap

My previous blog (part 2) discussed the different types of Mobile App available for Dynamics 365 Users and how they could install the Dynamics 365 Mobile Applications for a Tablet or Phone device. Installation requires that the users would have a device matching the Hardware Requirements for Tablet or Phone version and also permitted to download the App onto their devices.

Additionally, Users require a Security Role with the correct privilege to access Dynamics 365 via the Mobile App; this point should really have been apart of this blog as it requires a change to Dynamics 365 customisations (i.e. Security Role change which is then granted to the users whom require mobile access).

Pre Configuration

This main subject for this blog will talk about what configuration items are required to be completed to allow Users to connect to their Dynamics 365 instances using either the Phone or Tablet App and utilising the Customisations which have been enabled for mobile use. I will discuss new features (such as the Custom Controls) in my next blog.

The are two main topics that will be covered (and broken down into smaller components):

  • Configuring the Mobile App – connecting the app to Dynamics 365 and setting it up for first time use.
  • Mobile Customisation – making changes to Dynamics 365 to allow items to be used on a mobile device.

Configuring the Mobile App

Installation of the Mobile App (Tablet or Phone) is the first step – the next step is to connect the app to the Dynamics 365 organisation.

My first assumption is that you are using an online organisation and Dynamics 365 V9.0 (at the date of this blog, V9.0 is only available for online instances). The screenshots below are for an online trial org and using the Dynamics 365 app on an iPad.

Connecting to Dynamics 365

To connect the mobile app to Dynamics 365 please follow the following steps:

  1. Open the app on the chosen device.
  2. Wait for the organisation URL page (let’s get set up) to display.
  3. Enter the URL for your organisation in the format https://ORGNAME.crmX.dynamics.com – where ORGNAME is the instance unique name for your CRM organisation and X is the region of your CRM data-center. (i.e. for Europe it is CRM4 or CRM11 for UK).
  4. Click the next button.
  5. Enter your credentials into the Microsoft sign in page and click login.
    img_0355
  6. The Dynamics 365 Welcome page should display.
    img_0356

Once the login has completed, Users will be presented with a list of “Apps” to select which are available in the Organisation. The screenshot below shows the available apps in my trial organisation:

img_0359

The available Apps are the modular UUI Apps which I have previously mentioned, these will be discussed in the next section.

Basic Settings

There are some basic settings that can changed without actually accessing one of the Modular apps and will affect how the Mobile Application is interacted with. The menu can be accessed by clicking the middle cog icon.

img_0360

Personalization Settings

These are the same settings as the User can set in the web client (but a cut down version). The last option – Records per page may be a performance hit on slower connections if a greater number of records is returned.

img_0361

Mobile Settings

This settings area allows User to define how the Mobile Application will interact with the device.

img_0362

Mobile Customisation

Historic customisation

With Dynamics 2013 – Dynamics 365 V8.2, there were multiple changes needed to CRM from a customisation perspective to allow users to use the mobile applications and what objects they could interact with on their mobile devices (such as entities and fields).

Some of this customisation changes are still needed, but Microsoft have now provided us with greater control on how to complete this task and with greater efficiency through Modular Apps!

Configuration Items

There are two main levels of configuration changes that need to be made to Dynamics 365 to allow Users to interact with Dynamics 365 and a chosen set of customisations on their mobile devices:

  • Security Privileges – discussed in my previous blog; but this allows the Users to connect to Dynamics 365 using the Mobile Applications when the User has a Security Role with the Privilege enabled.
  • Modular App

Modular App with UUI

With Dynamics 365 (V8.2) – Microsoft released the App Designer which brought allowed system customisers to build modular apps in CRM – this would collate the following components into a single accessible area of CRM which would not show any areas that are not relevant to the Users, but only the components which are included with the App:

  • Entities
  • Forms
  • Views
  • Dashboards
  • Business Process Flows

Each Modular App has its own Sitemap also – so the Users can have a personalised user experience i.e. not displaying the out of the box sitemap items which may clutter the User Interface.

With Dynamics 365 V9.0 – Microsoft released the new Unified User Interface which is a consistent framework across multiple devices. Any customisations made in the UUI would apply to any device that the Users access the Dynamics 365 instance. The UUI has replaced the MOCA framework which is what the Interactive Service Hub and the Mobile Applications were initially built on.

Modular Apps are now client specific, meaning that they can be created to run through the Web Client or the Unified Interface.

App

The web client Apps can only be used on a PC using an internet browser such as Edge or Chrome where as the UUI Apps can be used through a browser or across multiple devices through the Dynamics 365 Mobile Applications where set of components included with the modular App look the same across each device.

Creating a Modular App

This blog will not walk through creating a Modular App with the new App designer – the following link (Microsoft guide) will walk you through creating a modular app:

Create an App

Add the following components:

  • Entities
  • Forms
  • Views
  • Dashboards
  • Business Process Flows

Once you have, saved and published your Modular App (make sure it is set to UUI!), you can then select the App which will then allow you to view your customisations in the mobile application via the App selector.

App Security Roles

Remember to set/allow Security Roles to access the Modular App so Users can access the Modular App on their devices (which you can actually do from the Mobile Clients)!

  1. Navigate to the Modular App on the Mobile Device.
  2. Click the Ellipses (…).
  3. Click Manage Roles.
    img_0365
  4. Select the Roles you wish to allow access to (remember the roles should have the correct permissions for each Entity in the App).
    img_0367
  5. Click Save!

Sitemap with Icons!

When creating a Modular App – the Sitemap can also be configured which is now also visible on the Dynamics 365 in its complete form!

App_Sitemap

Sitemap in the designer.

Icons_SM_Web_UUI

Sitemap in the Web UUI.

ME_SM_WebUUI

Sitemap in the Dynamics 365 Mobile Application (the last icon is the default one for comparison).

UUI Icons

Looking at the Web UUI and the Dynamics 365 Mobile Application, there are some custom icons which have been added (I have used the Visual Studio Icon library set) to the custom Entities. The formats for these are as follows:

  • SVG
  • Transparency Enabled
  • 16×16 size

I uploaded mine using Iconator with the XRM Toolbox!

Icons

Our Findings/Clarifications

Reading through the mobile app configuration documentation (link here) refers to be mobile customisations that are still aimed at a Dynamics CRM 2013 – Dynamics 365 V8.2 implementation.

Additionally, navigating to the customisation section of the Enterprise Edition which can be found here, this section also describes the “Code once deploy everywhere” but is also based on the old configuration items such as the options which needed to be set to enable the Entities, Dashboards and fields for mobile use.

Through testing, I have gone through and tried all the different settings that used to be required (enabled) for mobile use – and here are my findings:

Entity Settings Level

UUI_EntMob

Entity – Enable for mobile (above).

Entities no longer required to be enabled for mobile, this has no impact if this switch is toggled.

Dashboards

UUI_DB

Dashboard – Enable for mobile (above).

Dashboards are no longer required to be enabled for mobile, this also has no impact if this switch is toggled.

Fields, Tabs and Sections

UUI_Field

Fields – Available on phone (above).

Fields are no longer required to be flagged for phone availability, but Tabs and Sections visibility (on the mobile device) is still controlled via the flag in the properties to enable them on the Mobile Application.

Form Restrictions

The Tab (5) and Field (75) restrictions seem to be lifted – I have confirmed this via more than 5 tabs and 75 fields and none are removed on the mobile device!

img_0364

8 Tabs and more than 75 Fields above on the Registration Form viewed on an iPad

img_4425-1

Tab Selection displayed through the Mobile Application on the iPhone.

Summary

This completes my brief guide on the configuration items required for allowing Users to access and use the Dynamics 365 Mobile Applications on their devices. I have tested a few of the old customisation items where by you were required to set a flag to enable the component for mobile use.

Most of these flags have been succeeded/replaced by adding the component (i.e. Entity or Dashboard) to the Modular App which are then inherently available through the Mobile Application.

As mentioned previously, my next blog will detail some of the newer features available on the Mobile Application, such as Custom Controls and Task Flows etc.

Thanks for reading,

MW

 

App for Outlook, CRM, CRM features, Dynamics 365, Mobile, Unified User Interface

Introduction to the Dynamics 365 Mobile Apps for V9.0: Part 2

A Quadrilogy?

I am writing a series of blogs that will serve the readers as an introduction to the Dynamics 365 Mobile Apps for the latest version of CRM known as Dynamics 365 July Release (V9.0).

This is part 2 in the series – I hope the (series) blogs can be used as a reference guide for CRM Consultants/Customisers or administrators when deploying Dynamics 365 in their organisation or on behalf of their customers. I will highlight the key functionality of the mobile apps within the UUI framework.

Proving Ground

I will assume you have now decided that you intend to use the Dynamics 365 Mobile Apps – so my aim for this blog is to cover the following questions:

  • What are the mobile apps and types (of app) available with Dynamics 365?
  • How can you get the mobile apps and what are the prerequisites that need to be met?
  • How to you install the app to your devices?

I will post links to the official documentation/articles by Microsoft from their new documentation site for Dynamics 365.

Mobile Applications for Dynamics 365

Types of Mobile App

There are several types of mobile applications available to Users for accessing their Dynamics 365 data on their device, these are:

  • Microsoft Dynamics 365 Mobile Apps
  • 3rd Party integrated – developed externally by 3rd party providers

Microsoft Dynamics 365 – Mobile Apps

Base Phone and Tablet Apps

There are currently 2 offerings of the mobile applications for Dynamics 365, these are:

  • Dynamics 365 for Phone
  • Dynamics 365 (for Tablets/Windows 10 Devices)

bpf

These two apps are the focus of these articles and the topics will be based around the functionality provided by Microsoft. From a customisation perspective – they are using the same set of Dynamics 365 customisations*, but the content that is displayed will be in a different manner on the smaller phone screens compared with the larger tablet screens.

The next few sections will list out other options available for mobile applications which are linked to Dynamics 365 but are not the focus for this blog series. (There are 1 or 2 I will not be mentioning as they have either been deprecated, like the Project Services Finder App – which has been replaced with the base apps or have been removed from the product).

*depending on which modular app they are using

Modular Apps

Before we talk about the additional out of the box app offerings, I need to briefly describe about the concept of modular apps (a set of customisations and sitemap) within the XRM platform in Dynamics 365. These type of ‘Apps’ could be created using the App Designer to build up a particular area of CRM with a distinct set of functionality.

EVent_SM

The app then filters the users view of CRM (via Entities/Forms/Views and sitemap) to the areas which are apart of the App allowing to them to stay focused on the key Entities that they interact with to complete their day to day tasks.

These have now been expanded to be configured to use the Unified User Interface (UUI) (more to come in a later blog). These apps will form the framework of a set of customisations that will be used for the base mobile apps for Dynamics 365.

EVent_SM_prop

App for Outlook

The new Outlook integration is now based on the UUI and actually runs in the context of a modular app in Dynamics 365. Technically, this is an exchange level mailbox add-in and not a standalone application or client that needs installing to your device, but it can run directly from your mobile Outlook application running the new UUI!

App_track

If you would like an introduction into the App for Outlook as a mobile replacement for your Outlook Client (for Dynamics 365) – please read my earlier posts:

Field Service Automation

Microsoft acquired Field One  back in 2015 which had a CRM addon for Field Service Management functionality. The goal of FieldOne is to provide organisations who offer customer services in the field a better way to manage and provides these services to their customers. Field Service engineers would need away to access the data to complete their assigned task in the field (more often than not) remotely through their mobile device.

Microsoft took the opportunity to integrate the FSA capability provided with FieldOne into the Dynamics 365 platform and re-branded the solution as Field Service Automation (FSA) which was built up as a modular app within the XRM platform and can be installed through the Dynamics 365 Admin Center as an addin solution.

img_4392

The associated mobile application (for phones/tablets) is called “Field Service- Dynamics 365” which is available to Dynamics 365 Users who have been provided the correct License Type. This is one of the Apps that Dynamics 365 Users can use to access their Field Service data but requires some additional installation of a CRM solution from Resco as described here.

I envisage that the base Dynamics 365 Mobile Apps will have their functionality/capabilities expanded over a period of time and will eventually replace the Field Service App.

This may be achieved through the new Custom Control Framework (CCF) which is very hush hush at the moment and most likely under NDA for partners! Jukka Niiranen wrote a very good blog about the prospect and future use of the CCF here.

Additional MS Mobile Applications

The Microsoft stack is growing and growing – new ways to access your Dynamics 365 data are also increasing such as the introduction of  PowerBI, the Common Data Service, PowerApps and Flow.

PowerApps and PowerBI are great new ways of interacting with your Dynamics 365 – PowerBI for reporting and PowerApps to build custom “throw-away” apps to perform a particular set of tasks. They both have a mobile offering also!

img_4393

3rd Party Integrated

Resco purchased CWR a couple of years ago and is now the largest 3rd party add-on provider for mobile solutions which is built on top of Dynamics 365.

As it is a 3rd party addon, there is an additional cost (per user/server) to organisations who wish to use the Resco solution (unless its in-conjunction with FSA – see above!).

Summary

Whilst there are still quite a few offerings to access Dynamics 365 data on a mobile apps available to organisations and its users, I will be purely focusing on the base Dynamics 365 mobile apps for this blog series.

How do I get the Apps?

The App Store

Ultimately, you can download the Dynamics 365 mobile apps through your devices App Store. If your mobile device is a part of an enterprise device management policy – you may have a dedicated app store for your organisation where you can only download authorised “Apps” from; you may need to ask your IT department to make this available for your organisation. But before you do, it may be best to check the prerequisites of the mobile apps!

Prerequisites

Overview

Firstly there are two things to consider before installing the Dynamics 365 Mobile Apps:

  • Supported Devices
  • Security Role

I will make the assumption you are using CRM Online (as V9.0 has not yet been announced for on-premise release).

Supporting Device

Previously – Microsoft issued a supported device listing for the the mobile apps along with an operating system version. With the latest documentation, Microsoft just list the supported operating systems and recommended device specifications.

The list is available here: Support for Phones and Tablets

From a high level, the list can be split as follows into the following sections

Phone Operating System (with link)

The following operating systems are required for use of the Dynamics 365 for Phones mobile application.

Tablet Types (with link)

The following operating systems/devices are required for use of the Dynamics 365 mobile application.

Security Role Privilege

For users to be able to access your Dynamics 365 organisation with the Mobile Applications – the following security privilege will need to be assigned to the users (details here) via an assigned Security Role.

  1. Open a Security Role
  2. Navigate to the Business Management Tab
  3. Scroll down to the Privacy Related Privileges
  4. Set Dynamics 365 for Mobile = Organisation

SecRole_Mobile

This screen shows the out of the box sales person role which has the privilege enabled by default.

Installing the App

I will show you quickly how to install the app to your device – my screenshots are of the installation being completed on iPhone 6 with iOS 10 to install this through the Apple App store. This assumes that you can download the app through the devices default app store – otherwise you may need to select it through your organisations app store.

  1. Navigate to the App Store and find the app (i.e. search by typing Dynamics 365)img_4386
  2. Download the App by clicking “Get” or the Download icon.img_4387
  3. Wait for the App to be installed and click open.img_4388
  4. Or find the Dynamics 365 for Phones App icon on your home screenimg_4390
  5. Wait for the App to open and display the Organisation URL page!img_4361

The full (its shorter than above) installation guide can be found here:

Installation Guide

The Dynamics 365 Mobile should be ready to be configured – I will go through the configuration in my next blog as that will need to cover a few items in CRM.

Merry Christmas!

I hope you have found this article of use – it will probably be my last of 2017, but I may find some time to right the next article before the year is out (assuming my trial has not run out!). I hope you all have a lovely Christmas and I wish you all a happy new year!

Thanks for reading, MW.

CRM, CRM features, Dynamics 365, Mobile, Unified User Interface

Introduction to the Dynamics 365 Mobile Apps for V9.0

Recap

Back in June (2017 for those who read this in the new year), I wrote a series of blogs regarding the new Unified User Interface which was announced ‘July Release for Dynamics 365’ (aka V9.0). The series introduced the readers to set of functionality being released as part (or alongside) the new UUI:

We are now in a time where V9.0 has been available for new Dynamics 365 instances (i.e. trials) for a period of time but existing customers could not yet upgrade. It was announced (here) that the customer driven updates (CDU) will shortly be arriving for existing customers (starting in Jan 2018).

To test – or to not test, that is the question

img_4361

I have been part of a team that has been testing the functionality delivered with the new UUI and the impacts that it would have on our customers.

The testing was split out into the following categories:

  • App for Outlook
  • Tablet/Phone Mobile Client
  • Mobile Web Client (not the “web refresh”)

We  decided to share this content with the wider community to help you advise your customers to make the right decision when it comes to scheduling the upgrade and to make you aware of items that may or may not need to be addressed when the upgrade is ready.

Chris Huntingford kicked off our testing with his recent blog (and video blogs):

I followed this up with a couple of blogs relating to the App for Outlook and the recent changes made with V9.0:

App_track

Mobile

img_0345

My next set of blogs will (re)-introduce to Mobile Client(s) offered with Dynamics 365 (V9.0) and the UUI.

I will aim to cover the following topics:

  • Why use the mobile apps?
  • What mobile apps and types are available?
  • How do you get the mobile apps and what are the prerequisites?
  • Installing the app
  • Configuring Dynamics 365 Apps for mobile use
  • Custom Controls with the new UUI
  • Factors to consider when customising
  • Offline Capability (as you know, the App for Outlook cannot do this at present!)

Reference Guides

I have been using the mobile apps for Dynamics 365 since CRM 2013 when they first released the MOCA framework with the mobile apps.

Before that, I had worked on projects that used a third party addon called CWR as the mobile offering (which was a direct competitor of the more widely known Resco) as these where the only true mobile solutions available for CRM 2011 that allowed Users to work with CRM data on their mobile devices (and offline).

Over the last 7 years or so, I have seen the mobile platform evolve from the basic Mobile express forms to the current V8 offerings and have implemented the mobile app in some form in nearly all versions of Dynamics since 2011; I could not have done so with out reference guides/manuals/blogs that have been readily available.

Microsoft have been painfully re-writing/moving all of their documentation (from various platforms such as TechNet, Customer-Centre, MSDN etc.) into the new documentation site so the developer guide (formally SDK), User Guides and Implementation Guides are in one single location!

(Pre-warning, its still under construction!)PreWarn

For this series of blogs, I have used the Dynamics 365 documentation site extensively to:

  • Verify my findings
  • Go exploring for the new functionality
  • Find out how to perform actions or add certain items i.e. the Activity Timeline (and associated pre-req steps that need completing) to a form!
  • Get help if I encountered any issues

Here are a few of the links I recommend using:

The following link is very handy for CRM in general as there is something different everyday!

Why should you implement a mobile application for CRM?

Technology is evolving at an ever alarming rate – people are also more attached to their mobile devices (such as Tablets or Smartphones) as they go about their day to day activities. Some of these devices are even replacing a lot of tasks that would otherwise be completed on a computer or laptop.

Dynamics 365 is one of these applications that Microsoft has expanded its mobile offering/functionality and now is the one of the primary focuses of Dynamics moving forward with newer versions of CRM. The UUI is prime example where Microsoft are bridging the functionality gap between mobile and the traditional web client interface and introducing a common interface to display CRM data to users across multiple devices in a uniform way.

tt

The request for mobile access is just going to grow and grow and employees will ultimately come to expect an “App for that” (as there is for literally everything else).

Some of the benefits to users are:

  • Access to CRM data when they are out and about i.e. Sales Team can pull up relevant information about the Opportunity they are meeting the client with
  • Users can update their meeting notes, create appointments on the fly
  • Immediate access to relevant dashboard to show key data on their phone
  • Custom controls which are optimised to a device to aid/assist in data entry:
    img_0349
    Here we can see to custom controls for the iPad client – a signature capture and a star rating control.

There will always be some mobile requirements from your users to use Dynamics 365 on their mobile devices; Microsoft have a very powerful (and free) solution available for their customers to use and configure to meet these mobile requirements with the mobile app offerings.

That being said – there are different mobile apps available with Dynamics 365 and I will highlight cover this area my next blog (here) – so stay tuned!

Thanks for reading,

MW

 

CRM features, Dynamics 365, Unified User Interface

Introduction to the App for Outlook – Dynamics 365 July Release Preview: Part 2

Recap

This is part two of my introduction to the preview version of the App for Outlook with the July 2017 release of Dynamics 365 (V 9.0), the first blog can be found here. At a high level, this highlighted how you can configure the preview of the App for Outlook by:

  • Completing a set of tasks to enable the App for Outlook.
  • How you can access the App for Outlook across multiple platforms/devices from a single configuration.
  • What functionality is available over the Outlook Client.

The focus of this blog is to go in greater detail the functionality the App for Outlook provides and any main issues that our testing has raised.

Microsoft have issued a very comprehensive user guide (which starts half way down the page), I highly suggest you read this guide as it is a great introduction to the latest version of the App for Outlook!

Microsoft Known Issues

First off – I found the following Microsoft authored page very helpful to see the latest known issues for the App for Outlook (these have been raised directly with Microsoft):

Dynamics 365 Customer Engagement General Availability Readme (Known Issues)

For this blog – I will not detail these types of issues that we have encountered whilst testing, but I thought I would share the link for all to see!

The App for Outlook – a force awakens.

Microsoft announced the App for Outlook back in Dec 2015 with Dynamics CRM 2016 – this was known as the ‘light-weight’ app for Outlook and was only really useful for tracking emails in Outlook or the OWA (Outlook on the Web). It could not track ACT (Appointments, Contacts and Tasks) like the Outlook Client could, so it was never seen as a viable alternative to the “trusted” way to access and track Emails in CRM through Outlook.

ios

Fast forward to V9.0 – we are almost there! It can track*:

  • Emails
  • Appointments
  • Contacts

*depending on the device you use – see my last post for more details!

Cont_Track_sel

Currently, the App for Outlook cannot yet track Tasks, I am sure it will not be long before Microsoft will add this functionality as the end users/partners have been asking for parity with the Outlook Client functionality.

This is the device I am looking for

Through out my testing, it is clear that whilst you can use the App for Outlook addin across multiple devices – there is still some element of thinking to actually complete the activity you would like to track in Dynamics 365. Say I wanted to track a new Contact, then I must use an Office 2016 installation on my desktop. Where as if I wanted to just track an email, I would be able to use Outlook on an iOS device or OWA etc.

It would be great if Microsoft could provide a similar (if not the same) level functionality across each device that uses the App for Outlook to eliminate this thought process, we are moving to a Unified User Interface after all!

A new hope (with customisation)

Unfortunately, I do not currently have access to an environment to show a comparison in screens of the 2016/365 version compared with the V 9.0. I started customising my environment to test out the other cool stuff with this latest version of Dynamics 365 – like Multi-Select option sets! I do know that one of my main concerns is that the information displayed on the relevant cards (i.e. the Contact information) was often blank because it was showing 2 phone number fields and these could not be changed. In fact, no item of the App for Outlook could be customised in CRM. My colleague, Jason Almeida also asked our team if we were noticing any strange or inconsistent app behavior. Whilst you can configure lots of apps with the app designer, none of them seemed to render in Outlook through the App for Outlook.

Whilst adding components to my solution, I was browsing the Apps area to add to my solution for customisation (I really just wanted to create a demo app purely for the UUI like the Customer Hub app); it was here that I noticed that I could add the “App for Outlook” App and also it’s Sitemap to my solution:

Cust_Sol

After further investigation, I found that you can actually edit the App and the Sitemap to customise it the way you want it through the App Designer.

Finally – you can change the information that is displayed on the cards shown in the App by finding the “App for Outlook #EntityName# Card” for the out of the box entities (like Account, User, Contact)!

Contact_Form

Amend the form with the form designer (keep it to 3 fields – not found out what happens if you increase it):

cont_form

Publish your changes and go and view your new (and customised) App for Outlook!

Cust_SM

This was a good find and was an answer to Jason’s question ultimately! After customisation of the App for Outlook solution items – I did notice it took a few attempts to get the changes to push to the App for Outlook. With the old MOCA Client – you could push “Prepare customisations” or something similar which would speed up the process for the users connecting with the mobile client – this has now disappeared with V9.0!

Entity Forms strike back

So now – we have tracking functionality increasing with this latest version, we have the ability to customise areas of the App for Outlook, what else can we do? Well, the old Outlook Client could be used as an interface to access your CRM data and would be able to open CRM forms and render the records just as if you were in the web client.

The App for Outlook also allows for this – but it does so in the context of its pane in Outlook. So in my screenshot below – I have navigated to the Account Sitemap area in the App for Outlook and opened up the Account record:

This renders the entire Account form in the pane, so if you have a fair few fields like the default Account form does – then there is going to be a fair amount of scrolling to do! But you do have the standard actions in the Command Bar – like the Assign button, execute a process. If you try to click on those – you may get a “pop up blocked” notification which will need to be enabled (add the CRM domain to your trusted sites -https://*.crm11.dynamics.com) and then click an action like “Email a Link” and these should work:

Do not be surprised if some of the actions do not work – there are some known issues (listed in a section above).

We are getting to the stage where we can do some simple level of data entry into Dynamics 365 with Outlook in a very “light weight” way of working.

Offline

The one great advantage the Outlook Client had was that you could setup it and configure it to work offline with CRM data. It would install a local SQL Server Express instance and database allowing you to synchronise certain CRM (set up with synchronisation filters) and work with them offline. Unfortunately – to use the App for Outlook, you have to be online with a connection to the Dynamics 365 server.

Additional items

The App for Outlook has a lot already going for it – you can also:

  • View Dashboards (which do not work for me currently on this release)
  • View a list of recent items:
    recent
  • Navigation (some buttons do not work like the Back button!)

Summary

I have discussed some of the key items of functionality that the App provides – and some of the items you need to consider/be aware of that could be potentials issues for your customers/users. It is still in its infancy, but it is clear that this is the future Outlook solution and there is still along way to go. I have noticed a complete difference in stability with this latest version of the App over the versions in 2016 and Dynamics 365, I hope this improves even more so!

I cannot wait until General Availability (rumoured end of Jan 2018) for the new App for Outlook, support will be there and Users can finally start making the switch if they are running D365.

Thanks for reading,

MW

App for Outlook, CRM, CRM features, Dynamics 365, Mobile, Unified User Interface

Introduction to the App for Outlook – Dynamics 365 July Release Preview

Recently, there has been a lot of emphasis around the Dynamics 365 July 2017 or v9.0 as its also known as; Microsoft released the Unified User Interface (or UUI) for Dynamics 365 with this released for new Office 365 tenants. This built upon the design concepts of the MOCA client with the philosophy:

Code once, deploy everywhere.

I have previously written an article regarding the UUI when V9.0 was first announced to the world here:

Unified Interface for Dynamics 365

The Present

Fast forward until now – you can finally provision trials with Dynamics 365 V 9.0. A few of my colleagues and I have been putting a lot of effort into testing the new UUI in earnest to try and help with our customers come up with a clear upgrade strategy to upgrade to the next version of Dynamics 365.

Our testing for the UUI has been broken down the testing into the following topics:

  • App for Outlook
  • Tablet/Phone Mobile Client
  • Mobile Web Client (not the “web refresh”)

Spreading the Knowledge

My colleague, Chris Huntingford had already written an brilliant introductory blog (link above or here) into our initial findings of the Web UUI, which lists a few “Awesome” features and a few of the issues we have encountered so far which we have shared for all to read.

This article received some really good feedback from the Dynamics Community which highlighted some cool items that we needed to consider or had missed, so thank you!

Additionally – I would like to thank Jason Almeida and Rob Dawson for assisting us on the continued path of testing the UUI!

The “App for Outlook” – a Consultants Story.

So moving on to business – I have been testing out the new App for Outlook on my trial demo environment with two main objectives:

  1. How do we install the preview version of the App for Outlook?
  2. What can we do with the App for Outlook?

This blog will serve as an introduction and will aim to help you understand how the App for Outlook can be deployed and installed (point 1) and a high level overview of what it can and cannot do functionally; my next blog will cover point 2 in more detail.

Firstly, you may be asking yourself – “why are we talking about this when there is the Outlook Client”?

I would like STOP you right there – this article is in reference to the new cloud based App for Outlook addin which was first released with Dynamics 2016; the Outlook Client (installed to the Users machine) has been deprecated (RIP) and will be removed from support at some point in the future.

Preview Only

prev

As part of Microsoft UUI release with Microsoft Dynamics 365 July Release (V9.0) – the App for Outlook is only released in preview; which means:

  • Dynamics 365 (online), version 9.0 or later only.
  • Not supported – Microsoft will not provide full product support until General Availability (GA)
  • Not complete product/functionality

Full details can be found here.Prevvvvv
So whilst this is great for the Partner to get their hands dirty and do some testing for Microsoft – for new customers, they would be stuck in a scenario where the recommended email synchronisation method is not actually officially supported by Microsoft yet. They may need to go back to the Outlook Client as an interim solution until support is offered/general availability.

Ok – what do I need to get the App for Outlook running for my Users?

Good question – there are several pre-requisites to get the App for Outlook running, I will provide the basics with the necessary links for these as separately, these can be quite a detailed process to complete.

  • Switch to server side synchronisation (SSS) for all Email and Activities in your V9.0 instance – reference here.
  • Have a supported version of Exchange (Exchange 2013, 2016 or Exchange Online).
  • Have a supported version of Outlook (through Office) (2013/2016/Outlook for iOS/Android/Mac or Outlook on the Web OWA).
  • Configure the Users mailboxes for SSS.
  • Enable the preview in your environment.

How can I access App for Outlook?

Previously, with the Outlook client you were restricted to the following:

  • Supported versions of Outlook/Exchange (still the case with the App for Outlook).
  • Installation of the Outlook client on each device you wanted to use (Windows only)
  • One synchronising client if accessing with multiple devices.

For the App for Outlook, you can use a single installation (addin to your Exchange Mailbox completed at the server level) across a multitude of devices and platforms where you access your mailbox through an supported Outlook App (i.e. Outlook for iOS). You can use the App for Outlook on the following devices:

  • Outlook on the Web
  • Outlook for Desktop
  • iOS mobile
  • Android Mobile
  • Windows Mobile

ios

What can I do with the App?

There are some major functionality differences between the App for Outlook and the Outlook Client (taken from here):

Feature Dynamics 365 App for Outlook Dynamics 365 for Outlook
Track and set regarding for email Yes Yes
Track and set regarding for appointments Yes Yes
Track and set regarding for contacts Yes Yes
Track and set regarding for tasks No Yes
One click set regarding Yes No
Shows recipients’ summary Yes No
Shows the regarding record summary in the email/appointment Yes No
Works with Outlook on the web Yes No
Works with Outlook desktop Yes Yes
Works with Outlook for the Mac Yes No
Works with phones Yes No
Open and create Microsoft Dynamics 365 record directly Yes Yes
Apply custom forms and business logic Yes Yes
Work offline No Yes
Apply email templates Yes Yes
Apply sales literature Yes Yes
Apply knowledge articles Yes Yes
Ability to monitor emails after sending Yes No
Sort, filter, format, group, and categorize views No Yes
Create Word mail-merge documents No Yes

A lot of people will focus on the negatives – so neither Task synchronisation or Offline ability will be available (with this release) of the App for Outlook.

recent

However – Tasks would synchronise via server side synchronisation as they normally would – you just will not be able to set the regarding or access the CRM fields in Outlook for Tasks.

Whilst you will not have the ability to work offline, you now can with the mobile apps!. The new functionality (in my opinion) far outweighs the functionality missing with the ability to work on the move with your mobile device – though however, this does depend on which device you are using as shown below:

matr

Understanding the above items is crucial when deciding whether the App for Outlook is a good fit for your customers/organisation as it will help identify whether your current Dynamic/Exchange deployment are supported* moving forwards.
As I had previously stated – my next blog will talk about the functionality of the App for Outlook – what’s cool and what’s not so cool!

Known issues

The below link highlights some already known issues of the App for Outlook – and will be kept up to date by Microsoft.

You can find the second part to this article here.

Thanks for reading – MW.

*when Microsoft fully release this for GA

CRM, CRM features, Dynamics 365, Mobile, Unified User Interface

New Mobile Experience & Unified Interface for Dynamics 365

This is my fourth blog relating to new features with the Spring Release of Dynamics 365 (July 2017).

My previous blogs can be found here:

Please note any pictures are taken from the Dynamics 365 Preview Executive Briefing which can be found at the following link (by CRM Innovation). All information contained in this blog is a summary of the Mobile Experience presentation on the first (of three) days of the briefing – there are still a lot of unknowns at this point so please bear with me!

This blog follows on nicely from Blog 2 as the Mobile App is based on the new Unified Interface

Dynamics 365 – A mobile history of time

The Mobile App for Dynamics CRM has come along way since 2012; previously – Dynamics CRM 2011 only had the Mobile Express forms for Mobiles/Tablets which would eventually be replaced with the Dynamics 365 for Phones/Mobile that we use today. There are third party add-on products such as Recsco or CWR (which has now been acquired by Resco) which were primarily chosen (at additional cost) for mobile access to Dynamics CRM data.

Mobile Express

The Mobile Express Client provided by Microsoft for Dynamics CRM allowed licensed users to access their Dynamics CRM data on the move.  To set up the Entities for Mobile Express use – the Mobile Express forms would have to be customized (separately to the main forms) and you where generally limited to what you could achieve on them:

  • Read Only/Create/Edit records
  • Few buttons (Create/Edit/Delete/Save) with no ribbon
  • All Views where shown (but just the first two columns of each View)
  • No JS/Web resources on forms
  • Cannot execute On Demand Workflows or Dialogues
  • No Offline availability
  • No filtering
  • Poor Lookup functionality
  • No Dedicated App – just a different page would be displayed on the devices browser (m.orgname.crm.dynamics.com)

Dedicated Apps for Phones/Tablet

salestab

Microsoft finally announced dedicated Mobile Apps with the release of Microsoft Dynamics CRM 2013. There were separate apps for the following device types:

  • iOS
  • Android
  • Windows 8.0/8.1

If you had Dynamics CRM online or an IFD configuration – then you could use the Apps.

The Apps provided a more streamlined way for Users to view, edit and create new data in Dynamics CRM. They could look at the Sales Dashboard and interact with the Business Process Flows on the Case/Opportunity and Custom entities.

The early version of the MOCA framework appears here and the development principle was coined:

Design once and deploy across clients.

The introduction of the Tablet/Phone Forms was separated out from the layout of the Web Client Forms by re-rendering Form components for a Mobile device based on a set layout.

New functionality was added to the Mobile App:

  • JavaScript and Business Rules could be executed Client side locally on the device
  • Business Process Flows could be progressed
  • Views could be shown (with more than two columns
  • Charts could be displayed
  • Lookups could search for records

There were how ever some limitations imposed (some of which still exist today)

  • Form Controls where limited to 5 tabs (or 75 fields and 10 lists). This limit includes hidden fields.
  • Activity Feeds (Social Pane) and Yammer were not supported
  • No true Offline Capability (just cached data)

The layout for the Tablet app was defined and separated from the updated Form layouts in the web client.

2013tab

Today – Dynamics 365

The Dynamics 365 Apps (Phone and Tablet) have been enhanced with CRM 2015 and CRM 2016 and now offer Offline capabilities with Mobile Offline Synchronization Profiles – but this needs to be enabled by a system administrator! Otherwise – you have Offline drafts.

With the new Apps – you can now use Dynamics 365 exclusively from these Apps as they are feature rich, and in some case provide enhanced functionality over the web client (like Task Flows and Mobile only Controls (i.e. Scan Barcodes or Form Controls)

arcklin

There is great integration with the other Office 365 Apps – for example:

  • You generate a Word (or Excel) Document Template from within the D365 App for Phone
  • Open it in the App version of Word (or Excel)
  • Make changes to it, Save it to SharePoint
  • Send it as an Attachment in Outlook (App)
  • Track the Email with the App for Outlook and related it back to the record you generated it from

Over the past 5-6 years, Microsoft has slowly improved the Mobile App into a very productive tool which could ultimately be used by a set of Users instead of the Web Client.

Dynamics 365 – Spring Release, the new Mobile Experience

With the Spring Release – the Unified Interface was announced with the true aim of providing a common platform to deploy a single set of customisations across multiple devices at the same time.

A major part of the Unified Interface is the inclusion of the Dynamics 365 Mobile Apps for Phone and Tablets.

tt

It has been built with Accessibility in mind from the ground up – meaning multiple devices can access the same interface. Also – with the Phone App, you will now be able to swipe Right-to-Left which was commonly highlighted!

Productivity

Microsoft has target productivity features to make the experience on the device more delightful.

Dashboards

Dashboards have received an overhaul on mobile devices,

  • You now have pinch to zoom charts
  • Touch Tooltip
  • Charts and Views are combined into a section with new additional chart types
  • Interactive Dashboards (from Interactive Service Hub) will now be available

dash

Activity Timeline

The Activity Timeline replaces the Social Pane (from the Web Client) in the Unified Interface – and this will be available on the Mobile Apps also.

media

Business Process/Task Flows

Business Process Flows have been improved drastically (I will be writing a blog on the improvements in time – execute MS Flows?!) and the look and feel on the Unified Interface has changed with a linear stage view.

bpf

Optimized Navigation and search

One of the main draw backs of the Dynamics 365 App for Phone/Tablet was the way the Navigation was not consistent with the Sitemap defined in the Web Client. Now the Modular Apps you can create in Dynamics 365 are now available in the Unified Interface and Mobile Apps with FULL Sitemap now available.

site

You also have the Quick Navigation bar and access to favorites and recent items like in the Web Client. This should hopefully save you some time navigating through Views to find your last opened Opportunity or Case!

Tabs are now stacked side by side (Tabbed navigation) – hooray for swipe Right to Left support (RTL)! Quick View Forms and Card Forms are now available.

sema

There is also a Birds eye view (known as Semantic View) allowing you visually see the Tabs and Sections; this allows you to jump to the Tab or Section easier without having to Tab/Scroll though.

Relevance Search is enabled in the Unified Interface and extensive filtering (i.e. Visual Filters) are available also.

Device Integration

Accessing the devices hardware like the Camera and Microphone are already present – but with the new capabilities in the Activity Timeline (you can create Notes and Attachments) – you can now capture location information at the point of capture!

Enhancements to Mobile Offline

This deserves its own blog – as the Azure layer will take some explaining; there is now added support for Create/Update and Deletes to your Dynamics 365 data!

Extension to existing functionality

Whilst there are many new areas of functionality – the Product Team have done an excellent job at enhancing the existing functionality:

  • Relationship Assistance
  • Document Interaction and suggestions (boost up with Azure ML)
  • Office 365 Integration (i.e. with the other device apps)
  • Efficient Metadata Synchronisation for better performance
  • Upgrades to Apps/Customisations

Custom Controls?

Microsoft have added the ability to allow you create your own Custom Controls (rich visualizations). More to come on this as it will be a separate preview and I cannot speculate anymore on this!

Thoughts

The Unified Interface will certainly change the way the Dynamics 365 App for Phones and Tablets will be used moving forward – perhaps we can soon start to think about the scenario where the Web Client is redundant for everything except customisation! I will be writing about the Mobile Offline capabilities next – but this will have to wait until next week as I am having a short break away with my family this weekend!

Thanks for reading,

MW

CRM, CRM features, Dynamics 365, Mobile, Unified User Interface

Activity Timelines in Dynamics 365

This is my third blog relating to new features with the Spring Release of Dynamics 365 (July 2017).

My previous blogs can be found here:

Please note any pictures are taken from the Dynamics 365 Preview Executive Briefing which can be found at the following link (by CRM Innovation). All information contained in this blog is a summary of the Activity Timeline presentation on the first (of three) days of the briefing – there are still a lot of unknowns at this point so please bear with me!

Activities in CRM

Task

Activities play an important role in providing key information to some or all Users who interact with a particular set of records in your CRM system – after all, CRM stands for Customer Relationship Management. Part of managing your customer relationships is being able see all interactions/communications with your customers in a singular view.

Activities from a Sales perspective:

  • This could be Emailing out a Quote to a customer regarding your Opportunity with them
  • Nurturing your potential Leads by providing additional information with a Phone Call or Sales Meetings
  • Setting up reminders to chase your finance team to see if the Account is on credit hold or not.

Activities from a Customer Service perspective:

  • Sending out automated Email notifications to your customers about the progress of their support ticket
  • Providing Phone call support to your customer as you walk them through a potential resolution to their issue.

Recording Activities in CRM

All this information is can be tracked in Dynamics 365 as Activity records, which can then be related to key records in the system (with Set Regarding). For example – the Email notification would be related to the Case (Ticket) and visible from the Case record.

Tracking of these Activities records (creating a copy in CRM) can be achieved via Outlook by one of two ways:

Collaboration in CRM – Activity Feeds

Collaboration between Users is crucial in successful organisations – recording the collaboration or providing new ways to collaborate is even better – especially from a CRM perspective as you can ask questions to other Users who may be able to respond to a wide audience or in the context of a record.

Post

Activity Feeds were introduced back in the early days of CRM 2011 (roll up 4 or 5) as a separate managed solution (and integrated into product at a later date) – this allowed Users to send messages (in CRM) to each other directly from the context of a record (for example the picture above shows a post on the Account Wall).

With Activity Feeds you can:

  • Follow Records
  • Record Manual or Automated Posts
  • Comment
  • Like/Unlike Actions

The following blogs provide a good overview on Activity Feeds:

The rise of the Social Pain (Pane)

CRM 2011 UR12 (or the Polaris release) introduced the Social Pane to the CRM community as part introducing a more social concept to CRM.

It was initially well Microsoft received and provided a much need upgrade to viewing the following types of records in a singular view:

  • Activities (combined list with the possibility of interacting with them)
  • Notes (new way to view and create and attach new Notes to the record)
  • Posts (if enabled)

As it currently stands, the Social Pane looks like this:

socPan

The upgrade to Dynamics 365 has actually caused some graphical problems – increasing the spacing between the “Add Activity “options (Add Phone Call              Add Task            ….).

Benefits

The Social Pane allows users to interact or complete simple actions with Activities individually (like completing the Activity) without having to open the record itself – effectively an in-line edit.

edit

Users can switch between the three different (4 with KB articles on a Case) areas of information quickly on the same area on the form.

tabs

Room for improvement

You know about the CRM Ideas website don’t you? If not – take a look here because the CRM community provided feedback to the product team.

Some of the most requested functionality/improvements to the Social Pane are:

  • Sorting Order of records displayed in the Activity View
  • Customizing the fields displayed (show created on)
  • Changing the filters (remove custom activities)

Microsoft knew that they needed to improve the Social Pane, and here is the answer.

Introducing the Activity Timeline

Microsoft have announced the Unified Interface – one of the standout features of this is the new activity Timeline Control (Social Pane 2.0).

1

That looks like the Social Pane?

Yes – it does, but it has been redesigned from the ground up and has the standout points:

  1. Combined single view of:
    • Activities (and custom Activities)
    • Notes
    • Posts
  2. Replaces the Social Pane from the legacy web client and Timeline Control on Interactive Service Hub (ISH)
  3. Available on Mobile and browser client and dashboards!

Unified Interface Only

This is only available on the Unified Interface and not the Web Client – although the Web Client has had a refresh and the Social Pane is still included in that refresh (i.e. clearer tabs)4

What is new with the Timeline?

Filters

Firstly – when you navigate to a record enabled for Activities (like an Opportunity or Case) you will have new filtering capabilities (i.e. Text or Visual) to filter down all the records displayed in the Timeline. Here we can see the Timeline has been filtered to show Activities and the the 1 Closed Activity:

rec

Extending Inline Actions

The quick actions that you can take on Activity records has been extended to allow you to choose between:

  • Closing (Mark Complete) the Activity
  • Add to Queue
  • Open Entity Record
  • Assign the records (cool if I want to create a task and assign the task to a different User)
  • Delete the record

Who needs a Ribbon to carry out these actions?

inline

View Attachments

Microsoft has added the ability to view all attachments (including Email Attachments) and download them, inline, without opening the record!

So a customer has requested that you read the document attached to the Email they sent you, these are the steps you would have to take currently in Dynamics 365:

  • Open the Email record
  • Find the Attachment
  • Open the Attachment
  • Download the Attachment to your computer
  • Open the Attachment

It will also open the correct Office product (like Word) if it detects the correctly associated file type if the attachment is clicked. #ProductivityIncrease

Attach

What you missed?

Your first action when opening records is to view what has changed since last time and would probably involve looking at the recent Activities.

Now Dynamics 365 will record the time you last accessed the record and display a summary (filter) allowing you to see what Activities/Posts/Notes have been recorded since then.

missed

Timeline with the Mobile App

Device Hardware

If you are using the Timeline Control on the Mobile App – you will be able to interface with your Phones Camera/Microphone to capture Videos, Pictures and Audio recording automatically and save those as Attachments with Dynamics 365 (make sure you start considering to manage online storage here!).

media

Activity Feeds

Activity Feeds (Posts) will now work in the Mobile Client (in the Unified Interface). These were previously not available.

possss

Configuration – Wait there is more?

Microsoft have listened – they have also included configuration options for the Timeline control providing customisation possibilities for what used to be a hard-coded approach!

Module Configuration

You can now specify what appears in Timeline by Module Type (Activities, Notes and Posts). If you do not use Notes, hide them!

Config_mod

Activity Filter

Do you use custom Activity Types (i.e. Portal Messages) and do not want these showing on your Account Timeline? Filter them!

Say what now?!

You can also sort the Timeline by different fields (i.e. Last Updated or Created On etc.which was introduced with 8.2)

act_fil

Activity Card Forms

You can now choose which forms display (and type of forms to use) for each different Activity Type.

  • Decide whether to create records using the Quick Create or Default Forms
  • Display Activities using a Card Form
  • Choose which Card Form to use on an Activity by Activity basis

cardforms

Timelines on Dashboards

New option for creating a Timeline Control on a Dashboard – this is a logical replacement for the Activity Wall Web Resource (currently available in the Web Client).

dashb

There are several limitations with the Timeline Control for Dashboards – which should be immediately noted so you can plan for them:

  • This will not automatically replace the existing Activity Wall and will need to be built to replace it.
  • The existing Activity Wall web resource will not render in the new Unified Interface
  • Vice Versa – the new Timeline Control will not render in the Web Client
  • Only shows Activities and Posts

Community Driven

WOW – Timelines look impressive in my opinion, they are a much welcome change to the way we currently interact with Activities in general and will hopefully provide an easier experience for all. But – this is all because of you, the CRM community.

The preview briefing want to emphasize the importance the CRM Community played here in driving the functionality provided. So, thank you everyone!

The following slide shows which Feedback has driven the development of Timeline. This shows that most of the feedback originated from the Idea Site.

feed

If you still think there is room for improvement – then raise an idea! What is the worst that can happen, hey?

Thoughts

There is a lot coming with the new Unified Interface, and whilst the Timeline feature is a small portion of this new functionality – this has the potential (in my eyes) for one of the greatest impacts to the User Experience across each device. I am thoroughly excited with what is to come in the next release of Dynamics 365 – yet there is still so much to learn.

Thanks for reading,

MW

CRM, CRM features, Dynamics 365, Mobile, Unified User Interface

Unified Interface – Dynamics 365

This is my second blog relating to new features with the Spring Release of Dynamics 365 (July 2017).

Please note any pictures are taken from the Dynamics 365 Preview Executive Briefing which can be found at the following link (by CRM Innovation). All information contained in this blog is a summary of two presentations across the three days of the briefing – there is still a lot of unknowns at this point so please bear with me!

Accessing Dynamics 365 – the current Interfaces

Dynamics 365 as we currently know it – Microsoft allows us to access our Dynamics 365 data via the following (out of the box) methods:

Extending your implementation within the Microsoft Stack, Microsoft provides the following options:

  • PowerBI – for powerful Reporting capabilities and new ways to visualise your Dynamics 365 Data
  • PowerApps – Easily build and deploy, small cost – large scale no-code approach based Apps
  • Dynamics 365 Portals – Formally ADX Portals
  • Unified Service Desk – .Net windows application which can integrate a wide array of Applications for Customer Service Users in a Unified Interface.

Current issues

When designing and building Dynamics 365 solutions for a customer, system customisers need to consider impact each customisation change will have on the various methods of interfacing with Dynamics 365. For example, one of the main considerations is designing forms where Mobile Form limitations exist.

TABLET_Current

When adding a new Field to a Tab on the Contact entity (for example) – whilst we do not need to worry about how many Fields or Tabs there are on the Form or where they are located when Users access D365 through the Web Client, we are however constrained to the number of Fields and Tabs that can be displayed on the Phone or Tablet apps:

  • 5 Tabs OR
  • 75 Fields and 10 Lists

So anything located in the sixth Tab or the 76th Field will not be shown on the Mobile App and if Client Side automation (such as JavaScript) executes/requires that field; then an error may be shown.

Extending CRM Forms is a common scenario using JavaScript or Web-resources/i-Frames, sometimes these are not always supported on Mobile devices and special functions are needed to stop them from running on the Tablet or Phone (getClient() or when the client is Offline).

Layouts are another issue – with the Web Client, you  are allowed to define a Tab with 1-3 Sections with no clear Headings existing; whereas the Tabs on the Mobile device will only have a single Tab layout which stacks all sections (inside a Tab) on top of each other.

Web Client issues

Microsoft highlighted the top customer feedback from the CRM community regarding the current design and state of the Web Client as it exists today. This is a mismatch of the old style V5 (CRM 2011 forms) and the 2013+ forms. The feedback is as follows:

  1. Too much White space on the forms
  2. No text wrapping – so it was often hard to read the full label or field value
  3. Header Text is cut in both directions
  4. Non-intuitive input controls/tabs – the social pane tabs where hard to identify
  5. Missing a Tab/Visual Hierarchy (unlike the 2011 Tab tree hierarchy)
  6. Inconsistent spacing between Columns and Column Spacing – Tabs or sections where all different spacing which created an ugly look to them.

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The Accessibility vision

The Spring Release Briefing contained a quote from Satya Nadella (from the Microsoft Shareholders Meeting 2017) stating:

We will focus on designing and building products that our customers love and that are accessible to everyone and built for each of us

The Microsoft Dynamics 365 product team has taken this  vision and created the Unified Interface which essentially is a Common UI across platforms and devices.

Accessible Unified interface

Microsoft have developed the Unified Interface which essentially will be the same architecture under the hood for the following interface and will provide the same experience, with Mobile Offline and faster synchronization when initially connecting to Dynamics 365:

  • Tablet/Phone Client
  • Mobile Web Client
  • App for Outlook

The Unified Interface provides a Responsive UI – which can re-scale/resize automatically adapting to device screens across the different form factors.tt

It will deliver common functionality between platforms – for example Controls, styles themes. System designers will only need to customise once, and deploy on all devices.

Web Client Refresh

The Web Client has also had an overhaul which provides a cleaner look and feel to the current layout.

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Microsoft have provided the following changes with this refresh:

  • Uniformity – with font standardization across all areas of the form (no more Times New Roman popping up everywhere!) for consistency
  • Reduction in white space across the form – in-conjunction with Borders
  • Allowed for text wrapping – especially with long Field/Section labels or values (can be turned off at system level.
  • Implemented the ability for themes (i.e.Headers or Section Headers) and theme the Sub-grid Headers with different colour based on the record type.
  • Empty States in empty containers (like in the Social Pane below)

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To truly appreciate the new look and feel of the forms – I highly recommend you register and watch the Preview videos (link at top of page); they say “a picture speaks a thousand words” – a video showing a responsive UI is a completely different story.

Thoughts

There is still a lot of information we are missing and do not yet know about the new Unified Interface, this blog was written using only the preview demo and slides we have seen. So please, watch this space over the next few months as more details arise regarding this new UI/functionality.

Thanks for reading!

MW

App for Outlook, CRM, CRM features, Dynamics 365

(RIP) Microsoft Dynamics Client for Outlook (CRM/365)

This is a clone of my original article from LinkedIn which can be found here and grammar corrected. I have added this article here as to collate all blog posts I write in relation to the D365 Spring Release as stated in my later blog.

Next Dynamics 365 Release Update

Over the last few days, Microsoft announced their latest update to Dynamics 365 – The Microsoft Dynamics July 2017 Update (spring release in summer!). To say this is a small minor update would be a big understatement, this is probably the biggest update that Microsoft have ever undertaken since Dynamics CRM v4.0.

Pierre Huslebus tweeted:

After working with #msdyn365 since 2002 v 1.0 this is by far the biggest update we have ever seen. So many #GameChangers#MicDrop

Dynamics 365 MVP Jukka Niiranen collated tweets across 3 Storify boards (1 for each day) which the CRM community shared for others too see on Twitter (thanks again Jukka!).

I am sure more and more blogs will posted with various CRM community members over the next few weeks detailing an overview or focusing on specific areas of new functionality that will be released. Whilst there are so many new pieces of functionality I would like to blog about, I will focus on one item I have taken immediate note of – an announcement which may slip under the radar for most:

Deprecation of legacy Microsoft Office components

The deprecation announcement includes:

  1. Outlook Client – Which includes Outlook Offline and Online Sync (Finally)
  2. SharePoint List Component – (nothing new here – already announced before)
  3. Mail Merge Word Addin (I also assume this will apply to not being able to download and use Export to Excel: Dynamic Worksheets as this requires the Outlook Client)

Back in March – Dynamics 365 MVP Steve Mordue wrote an excellent blog on the why the Outlook Client for Dynamics 365 should be deprecated; yesterday his wish came true!

Email Router/Office 2010 Deprecation

Microsoft have previously announced that the Email Router has been deprecated and so had support for Office 2010, it was only a matter of time before the last client based email synchronization method with the Outlook Client deprecation announcement.

What does deprecated mean?

Deprecated means that Microsoft will remove support for this product some time after the Dynamics 365 July 2017 release.

This does not mean it will immediately stop working (unless this is fully dependent on the 2011 endpoint which will also be removed) and there will be some time to allow Organisations to switch to the new App for Outlook.

It is worth also noting that you obliged to apply at least 1 major update per year with Dynamics 365 online’s update policy – so if you have just upgraded to Dynamics 365 Online – you will still have about 1 year to consider your options and test any new functionality/changes.

App for Outlook – preparing for the Cloud

Over the last few releases – Microsoft has slowly but surely adding support for the various Server Side Synchronization combinations which the App for Outlook requires and Users will need to be running at least Exchange 2013+ with Office 2013+:

  • CRM Online – Exchange Online
  • CRM Online – Exchange On-Premise (most recently added)
  • CRM On-Premise – Exchange On-Premise
  • CRM On-Premise – Exchange Online

The App for Outlook

Companies will need to start thinking about looking at the new Dynamics 365 App for Outlook – the cloud based Microsoft Exchange Addin (which also will gain some vast improvements in the next release).

There is no client installation (I hear Consultants/support teams screaming with happiness) as it is provisioned through Exchange as an Third Party Addin at the server level. This also allows it not to be device specific (i.e. just Windows OS with Office installed)

This allows you to:

  • Track Emails (and Set Regarding) and view related record information
  • Track Appointments (and Set Regarding) and view related record information
  • Track Contacts and link them to Accounts
  • Create Tasks/Phone calls*
  • Use on multiple devices – i.e. Outlook, Outlook Web App, Phones (iOS, Android and Windows using the Outlook Device specific app) and Outlook for Mac

*Tracking functionality not currently available for Tasks and Phone calls

There are some technical requirements/limitations to the App from a Software point of view.

Will I loose Offline Capabilities?

The Outlook client as the option of an Offline mode – which basic installs a local SQL database and synchronised your Dynamics 365 data so you can work offline when you loose an internet connection. So the initial answer is – yes, if you have enabled this.

The App for Outlook is currently used in an “Always Connected” instance – meaning that there needs to be a constant active connection to the Dynamics 365 server (i.e. Online requires an internet connection.).

There are workarounds to Offline

The Dynamics 365 for Phones/Tablets App (remember you can install the tablet version on your Windows PC through the Windows Store) has Mobile Offline Synchronization capabilities. These apps provide another way of accessing your Dynamics 365 data, formatted to the display of your device. In my opinion – this is a better way of accessing your data than through the clunky interface of Outlook web page rendering.

Preparation for the App for Outlook

Whilst a lot of Dynamics CRM/365 customers may be shocked at this path Microsoft has now laid out, they will need to be considering the impacts to their organisations from a business and technical point of view and start preparing to make the switch. Some questions/items to consider:

  • Switching/Testing Server Side Synchronization for each Mailbox (incoming Emails, outgoing Emails and Activities, Contacts and Tasks).
  • What is your Microsoft Exchange version – will this need to be upgraded? (if running 2010 – you need to be at least on 2013).
  • Which Microsoft Office versions are installed on Users machines: Office 2013 is a minimum (anyone running earlier versions cannot use the App).
  • How will you uninstall the Outlook client across each Users machine?
  • Do your mobile devices run the Outlook App?

The good news

Support Teams and Implementation Consultants (and even infrastructure teams) will be rejoicing at the news – the Outlook Client has always caused a fair amount of pain over the years. It has been unstable – memory leaking (left, right and center), synchronizing/network/firewall issues where common place and was very costly to support (from a resource perspective). So over a period of time – the (hidden) cost of the Outlook Client will become more noticeable (absent) as the number of support issues that arise (where implemented) decrease drastically!

Final thoughts

As a Technology consultant, I am always trying to keep up to date with the latest technology – but also be aware of the changes and impacts to existing organisations/customers that are using soon-to-be obsolete technology. This is a very exciting release of Dynamics 365 and I look forward to learning (and reading) other community content about the latest release.

Thanks for reading.

MW