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

Introduction to the Dynamics 365 Mobile Apps for V9.0 Part 4: New UI Components and the CCF

Hello, it has been a few weeks since I posted my last blog relating to the new Mobile Apps for Outlook and the Unified User Interface; you can find my previous article here.

For this post, I will explore the following new areas of functionality that have been provided with the UUI and available on the mobile devices using the new Dynamics 365 Mobile Apps:

  • Custom Controls and the CCF
  • Controls for Views
  • Task flows
  • Activity Timeline

Custom Controls

The boring bits

With Dynamics CRM 2016, Microsoft released visual controls for the mobile apps as a preview, these were configured through the form customisations area and by setting individual field properties for each form; link to the YouTube video providing an overview is shown here.

With V9.0, Microsoft released the Custom Control Framework (CCF – not this CCF)  which builds upon the earlier release of custom visual controls, these have been slightly updated and refined to work inside of the UUI.

I won’t go through the process of adding Custom Controls to your implementation, the Microsoft documentation is excellent in this regard with the link provided here.


What are Custom Controls? Good Question!


To add bespoke UI functionality to forms, previously Microsoft allowed developers to add i-frames/web resources onto the forms which may display some sort of fancy looking HTML object to enhance the user experience for the customer. The bespoke functionality would have been anything to allow users to visualise or enter data in a quicker and easier method than Dynamics CRM allowed using just out of the box methods, such as:

  • Pictures
  • Visual indicators which where dependent on field values (i.e. like a case priority with a red indicator for the serious tickets requiring urgent attention.
  • SQL/Fetch XML Reports
  • Custom Buttons – these may have associated N:N records using a checkbox list rather than manually creating the relationships between two records.
  • Editable Grids – Before Microsoft blessed us with their version of Editable Grids, this functionality was built by many 3rd parties using HTML web resources.

With custom controls, Microsoft provides a way for users to visualise field data which may contain only text or numbers, by providing a visual/presentable format that is more user friendly allowing the user to consume the data in a format which has meaning. Whilst also designed to provide new visualisations to user, custom controls also provide a new method of data entry which are designed to be used with a Mobile device and Touchscreen interface.

What is the Custom Control Framework (CCF)?

In simple terms, it is an extensible layer that sits on top of Dynamics 365 forms which allows partners and 3rd party vendors a framework with which to build custom control such as visual indicators or custom functionality to enter data. Unfortunately, Microsoft have not yet released the SDK and what we do know is currently under closed preview and NDA. The CCF however, will allow partners a new framework in which to design, build and deploy custom functionality in Dynamics 365 as their own IP.

Where do Custom Controls exist?

Microsoft previously provided us with the new custom controls in CRM 2016 to be used on the Mobile Apps, these were originally configured through the Form Customisations area in Dynamics CRM. This is the same place where you can configure them for the UUI, but they are now visible not just on the mobile apps but also on the web browser for UUI.

With Version 9, there are now additional custom controls available for Views too!

Current Form Custom Controls

The following shows a list of the current Custom Controls which are provided out of the box with V9.0, with a brief description and scenarios these controls may be used.

My colleague, Chris Huntingford, recently posted a great YouTube video demonstrating the Custom Controls in the UUI.

Arc Knob

Ark Knob

  • Field Types: Whole Number, Float, Currency, Decimal
  • When to use: These are really good for adding in numeric values where a defined range is set, i.e. entering a measurement value in.

Auto Complete


  • Field Types: Single Line of Text
  • When to use: Autocomplete fields are good when you would like to restrict the options available to the user but allowing them to type them. They are similar to option sets but can be configured using an Entity and a particular field value off the records.

Bar Code Scanner


  • Field Types: Single Line of Text
  • When to use: Great where Bar codes are used. If the User is using the Mobile Apps, the Bar code Scanner will ask to use the devices camera to scan the Bar Code and enter the scanned information into Dynamics 365. This may be good when issuing scanned bar-code passes at Events when attendees arrives – as this effectively can provide them access to certain areas at your event with their pass.

Bullet Graph

Bullet Graph

  • Field Types: Whole Number, Float, Currency, Decimal
  • When to use: I personally use these on calculated fields where an average value is required. You can highlight the range and set low, high and good value indicators on the bullet graph.

Flip – Switch

Flip Switch

  • Field Types: Two Options
  • When to use: of you enjoy a toggle/flip switch Yes or No (Boolean) option!

Input Mask


  • Field Types: Single Line of Text, Email, URL, Phone
  • When to use: Input Masks can be used to create a set format for Users entering data into certain field types. Say if you are entering serial numbers for a particular model or product and they all take the form W-X1X-1234-ABC (i.e. starts with a W, then different combinations of number and letters), you can use a Input Mask Control to validate as the data is entered.

Linear Gauge

Linear Gauge

  • Field Types: Whole Number, Float, Currency, Decimal
  • When to use: Linear Gauges and Sliders are different Controls which allow users to enter numeric values on a mobile device easier based on a set range.

Linear Slider

Linear Slider

  • Field Types: Whole Number, Float, Currency, Decimal
  • When to use: Linear Sliders and Gauges are different Controls which allow users to enter numeric values on a mobile device easier based on a set range.

Multimedia Control


  • Field Types: URL
  • When to use: Along the with the Website Preview fields, you can provide preview panes to websites or media based on data entered into the URL field configured with these particular custom controls. The screenshot shows a link to Chris Huntingfords CCF video on YouTube!

Number Input

Number Input

  • Field Types: Whole Number, Float, Currency, Decimal
  • When to use: Number Inputs provide the default method of entry along with the + or – buttons to add or subtract values (in step amounts) from the number entered by the User. Good for keeping to a set level of precision. I have used these for small number ranges where 0.25 increments where required from negative to a positive number range. (i.e. -10.50 to +5.75).

Option Set

Option Set

  • Field Types: Option Set
  • When to use: The only time you should use this is for an Option Set of 3 or less; or you will not see the additional options! Does not work with Multi-Select Option Sets.

Pen Control

Pen Control

  • Field Types: Multiple Lines of Text
  • When to use: These are really good for when you would like to capture the the signature of someone  and store these digitally in your Dynamics 365 platform. Say your Service Engineers visit customers  to perform onsite services or repairs. When the customer is happy that they have completed the task, they can sign using the pen control and this is saved to the work order/record in Dynamics 365. Chris provides a great video walk through of this field type here.

Radial Knob

Radial Knob

  • Field Types: Whole Number, Float, Currency, Decimal
  • When to use: Great for entering larger range of numbers with larger step amounts.

Star Rating


  • Field Types: Whole Number
  • When to use: I can see these being used for gaining feedback back from people (i.e. customers receiving a service) whilst onsite and allowing them to enter data in an informed manner.

Website Preview

Website PReview

  • Field Types: URL
  • When to use: Along the with the Media Preview fields, you can provide preview panes to websites or media based on data entered into the URL field configured with these particular custom controls.

So there are quite a few of the Custom Controls available with Dynamics 365, these help improve the way Users can enter data into the standard fields/data types than they could previously. Instead of having to just tap and type, the users can interact with the Control (such as swiping or turning a digital dial) to enter data into Dynamics 365.

Custom Controls available for Views

Custom Controls are not just available to Fields, but Microsoft have also provided us some at the View level (and not just in the UUI); Microsoft first introduced the Editable Grid have extended the custom controls for Views even further with the following options:

  • Read Only Grid – standard out of the box grid for viewing a list of records.
  • Editable Grid – recently released with Dynamics 365, one of the most requested features by end users where users can amend records line by line in a list view.
    Editable Grid
  • Timeline Control – allows data to be represented in a Timeline format where you can see records in a Timeline view based on when the last action occured (such as created on.
  • Calendar Control – data can be displayed on a Calendar like Appointments in your Outlook Calendar.Calendar


Going back in time to the CRM 2011 days, Microsoft provided Users with guided processes through the use of Dialogs (which have now been deprecated with V9.0). And more recently with Business Process Flows [BPF] (which have evolved over the years).

With V9.0, Microsoft have extended the BPF functionality by introducing Task Flows.

Business Process Flows, Workflows and Dialogs are generally executed in the Context of a record (i.e. when you create a new record the or when you are at the record level, or execute against multiple records in the case of a Workflow). Task Flows can be executed from anywhere in the mobile app by clicking the below icon:

Task Flow

Task Flows are defined against a particular entity in the system, but the User will need to first choose which record they wish to execute the Task Flow against, be this selecting an existing record or creating a new record.

They are useful for providing Users a common set guided of actions or tasks that they would normally undertake.

Unlike Business Process Flows, multiple instances of the same process can be executed against the same record; they are unique to the User – not to the record like for Business Process Flows where a single process instance passes through Stages and Steps to completion.

Neil Parkhurst has written a very good walk through/guide article explaining Task Flows and the differences between them vs Business Process Flows here:

Microsoft provide 3 Task Flows out of the box illustrating different ways in which a Task Flow can be used, these are:

  • Update Contact
  • Follow up with an Opportunity
  • After Meeting

Task Flows allow a User to enter data from different entities in a single form view where data is broken up into section by the labels. This should help reduce the navigation between records that a User would normally undertake to complete these steps which is important for the number of clicks/loading of data when accessing Dynamics 365 via mobile devices from a network performance/gains perspective.

Task flowss

Activity Timelines

I have previously blogged about Activity Timelines when they were first announced here. They are brilliant replacement for the Social Pane in the UUI; they reduce the white space and provide excellent filtering and search capabilities for the type of records the Users wish to see whilst providing you a highlighted list of what has happened since you last accessed that record! They look exactly the same on the Mobile devices except you have the ability to upload media (videos, audio and pictures) directly from your device.



With the new Apps and the new controls available, the way users can interact with their organisations Dynamics 365 implementation is growing and making use of the latest technologies. The new controls should help with users interfacing with their devices whilst reducing the number of clicks or taps that would have to complete with the web client or earlier versions of the Mobile Apps.

Thanks for reading,


App for Outlook, CRM, Dynamics 365, Mobile

How do you install the ‘Dynamics 365 App for Outlook 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.


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:

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


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):

  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.


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.


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:

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!
  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.


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:
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:
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.
  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!

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.
  3. Whilst the installation is pending, this will be installed to the Users Exchange Mailbox.
  4. When it has been completed:

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!

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


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:


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 – 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.
  6. The Dynamics 365 Welcome page should display.

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:


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.


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.


Mobile Settings

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


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.


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.
  4. Select the Roles you wish to allow access to (remember the roles should have the correct permissions for each Entity in the App).
  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!


Sitemap in the designer.


Sitemap in the Web UUI.


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!


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


Entity – Enable for mobile (above).

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



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


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!


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


Tab Selection displayed through the Mobile Application on the iPhone.


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,



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)


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.


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.


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!


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.


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!


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!).


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!



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


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


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


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:




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.


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:
    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,



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


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


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.


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:


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 (

Dedicated Apps for Phones/Tablet


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.


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)


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.


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!


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


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


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.


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.


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.


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.


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!


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,


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


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.


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:


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


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.


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.


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).


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?


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:


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?


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


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.


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!).


Activity Feeds

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


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!


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)


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


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).


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.


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


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,


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.


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.


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

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.


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)


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.


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!


CRM, CRM features, Dynamics 365, Mobile

Factors which can affect Dynamics 365 Performance.

Dynamics 365 for the Mobile Age

In the mobile age, performance and a responsive User Interface in Dynamics 365 are key items when discussing user adoption, Users require access to their data on a multitude of devices and locations around the world (thank you Dynamics 365 Online). Implementations need to be designed to work efficiently on any device that access Dynamics 365. Whilst working on Dynamics CRM projects over the last 6 years or so, and more recently Dynamics 365, the technology surrounding a CRM implementation has grown and so too has the functionality provided with Dynamics 365 compared with Dynamics CRM 2011.

Whilst working on CRM 2011 (at release), Microsoft only supported the following access methods:

  • Internet Explorer
  • Microsoft Dynamics CRM Client for Outlook
  • Basic Mobile Express form (if you were lucky to have IFD implemented, this was your first mobile access to CRM).

System customisers only needed to focus on performance for these types of devices, it was not until CRM 2011 Rollup 12 that additional browser support was introduced.

Microsoft supports access to Dynamics 365 with multiple different browsers and devices through feature rich mobile applications for either iOS, Android and Windows.

Microsoft support access to Dynamics 365 via:

  • Internet Explorer (10 or 11)
  • Google Chrome (Latest release)
  • Firefox (Latest release)
  • Safari on Mac OS X (Latest release on latest OSX release)
  • Native iOS apps for iPad or iPhone
  • Native phone and tablet apps Andriod and Windows Apps
  • Microsoft Dynamics 365 App for Outlook
  • Microsoft Dynamics 365 Client for Outlook
  • Interactive Service Hub (ISH)
  • Unified Service Desk (USD)

My Dynamics 365 is slow

When discussing performance with the customer in the context of Dynamics 365, this is usually because of statements “the system is slow” or “the system freezes when opening a form”  from the end Users.

As a Dynamics 365 consultant, I know that there are a multitude of factors that can be the cause of these types of issues. The problem is identifying which factor is causing the issue; generally this can be down to one of the following:

  • Network Performance (Speed and Response time)
  • Server Performance (Dynamics 365 Server and processes)
  • Client Performance (Desktop/Laptop/Mobile)
  • Dynamics 365 customisation

One of the key factors when a designing Dynamics 365 solution is for the consultant to be aware of the factors and design the solution in such a way it will help prevent or minimise the above factors where possible. Consultants can do this by thinking about the customization they are building or have discussions with the customer about the devices that the end users will be using to access Dynamics 365. If the system is unresponsive for a period of time or takes a while to load a form, this is going to decrease users perception of the application,user adoption will decrease and drive a negative view of the implementation with the customer, so your design is the best place to start.

This blog will provide you with an insight to what I have learnt over the last 6 years or so when designing Dynamics 365 solutions to minimise the impact of Network performance and Page Load times. I will also include a few links to tools that you can use to help diagnose issues with your implementation or references to new functionality to aid with system performance in Dynamics 365.

Network Performance

Microsoft Resource: Verify network capacity and throughput for Dynamics 365 clients

When discussing Network performance with the customer in the context of Dynamics 365, this can usually relates to how fast can affect CRM page loads or the page becomes unresponsive. The two items related to Network performance generally affecting load times are:

  • Latency – Response Times to and from the client and server, generally referred to as a ping measured in milliseconds (ms). This can be affected by other network traffic accessing the same network and the number of server connections.
    Request A needs to travel from client T to target server Z, where the Request will travel through various ISP servers U, V, W X and Y before reaching its destination and a Response is given by the target server Z.

    Microsoft state for Dynamics 365 that a latency of 150 ms or less is the recommended value.

  • Bandwidth – The maximum speed/size of the Network connection (measured in bits/second i.e. 20Mb/s) which data can be transferred across between source and target. If the Network bandwidth is set at 1Gb/s (Gigabit) then it can transfer a 1 GB (GigaByte) file in approximately 7.4-8 seconds. The Upload bandwidth is usually the limiting factor and not the download (as in most scenarios this is a lot bigger than the upload).

    Microsoft state for Dynamics 365 that a bandwidth of 50KBps (400 kbps) or greater is the recommended value.

WiFi networks and 4/3G mobile networks generally have a higher Latency and lower Bandwidth than a wired Ethernet cable connection; I recommend using a wired Ethernet connection over a WiFi connection (where available).

That being said – some Internet connections actually have a higher latency due to the remote location and distance from the ISP server regardless of whether they connect through WiFi/Ethernet or 4/3G.

Identifying Network Performance Issues

As a consultant, usually you can make the recommendation to the customer to use one type of connection over the other (if applicable), but this is usually out of your control. To help identify Network Performance issues – you can run Latency and Speed tests at different points or methods of access on the network.

Speed Test – Bandwidth

For Latency and using the web client, you can use the diagnostics tool to help measure your latency along with some other additional browser tests. Whilst this performs a Bandwidth test, you are better off using a service like typing speed test into Google.


Dynamics 365 Diagnostic Tool – Measure Latency

To access this feature in Dynamics just add the following to the end of your organisation URL:


https://FULL DYN365 URL/tools/diagnostics/diag.aspx


Diag Tool Test

Server Performance

The Microsoft Dynamics 365 server really only implies meanings to On-Premise installations, as you have no control over the hardware specifications with the Online version as Microsoft control this without paying a lot of money like Azure Express Route and more additional premium services (i.e. to be on your own set of dedicated servers in the MS data-center).

I have not worked with On-Premise now for a few years in great honesty, my focus is mainly for Online Deployments so I cannot provide any tips or tricks than the standard Microsoft resources related to the hardware or software recommended requirements for implementing Dynamics 365 (except do not touch the SQL DB!).

But – when designing and building the actual solution, this I can help provide some insight into as this topic encompasses both the online and on premise versions of Dynamics 365.

There are three main items to consider when designing and building Dynamics 365 solutions when discussing Server performance and best practice, which I will discuss separately. These are:

  • The Security Model
  • Plugins and Workflows
  • Data Query Optimisation

The Security Model

When retrieving data – CRM uses its own API to convert client or server-side requests into SQL queries against the back-end SQL database; when a request is made, the first query is made against security access rights that the requesting User has too. In the following example a User tries setting the Parent Account for a particular Contact, the system needs to check whether the User has the Append privilege on the Account and the Append To privilege on the Contact.

Security Roles

The Security Model in Dynamics 365 can be as simple or complex as you want it to be, with different levels for Business Unit hierarchies, Manager or Positional Hierarchy. Users can access Dynamics 365 with Security Roles which they are either:

  • Assigned to (via the User record)
  • Inherited From (Teams they are Member of)
  • Record access which are directly or indirectly shared with them

SecurityRoleSecurity Roles in Dynamics 365 are additive and the least restrictive permission wins. To query the Security Roles of each User, Dynamics 365 will query the Roles through multiple layers to return the permissions for what they are allowed to see from an interface perspective and from a data (records) perspective. This order is the following :

  1. User Security Roles and privileges
  2. Teams Security Roles and privileges (and the Users membership of those Teams)
  3. User’s Business Unit, and their Teams’ Business Units (for Teams that have Roles with access level of Business Unit or Parent: Child Business Unit)
  4. Records explicitly or implicitly shared with User, or User’s Teams (Access Teams)

So from a record perspective – if a User has User/Team read access to an Account that is Owner by someone else in an Access Team they are a member of, this query will take a lot longer to retrieve than an Account owned by them as their own security role would allow them to see the record.

To assist query times, Dynamics 365 does cache some of the access information (i.e. whom has which Security Role and Owner Team membership) to speed up the query as the information exists – but items like membership to Access Teams is not cached and is ultimately slower to query, and any records displayed to the User will take longer to return data.

My recommendation is to keep security to a minimum where you can, unless there is a business case/requirement that requires that type of data (or functionality) to be restricted to certain Users (for example Deletion rights to a specific entity is restricted to Data Admins). Performance impact will be negligible for solutions where Access is the least restrictive.

Plugins and Workflows

In the Microsoft Dynamics CRM 2011 days, a lot of the deployments where On Premise deployments, Workflows where only Asynchronous and bespoke plugins and JavaScript where your best and worst friends where business requirements could not be met using out of the box functionality. The potential for bad code (from a performance perspective) was ever so much more present back then, different developers has different coding styles and there were always more than one way to meet a requirement through code.

Plugins could some time take a while to execute depending on the complexity and the queries/actions they undertook, Workflows could be stuck in an infinite loop or have multiple sat in waiting state – until the action/date was reached; each of these could would have a negative impact on the Server.

CRM 2013 to Dynamics 365

Microsoft have introduced new functionality with each version of CRM since the 2013 release, this release brought in:


The aim is to provide system customisers with the ability to meet greater or more complex requirements whilst using the out of the box functionality.

Business Rules and Business Process Flows aim to break down the dependency of using client side JavaScript and guide the Users down a correct path to enter data. Synchronous Workflows removed the full dependency on writing plugins to meet requirements as the Workflow would execute is the same manner as a plugin. These pieces of functionality would reduce the additional code overhead on the server as no additional code would be required as the code would effectively be written in a supported and consistent way by CRM.

I recommend using out of the box Dynamics 365 where you can – a good consultant, developer or architect will know when a requirement cannot be met and will require bespoke automation to be written. Out of the box provides value to the customer regarding the solution; they should not be paying for your time to re-write the functionality if it can be met using out of the box functionality (say a Synchronous Workflow over a Plugin). They should be paying you utilise and configure the tools to meet their requirements. Why re-invent the wheel – it creates an administrative overhead in maintaining the code for future releases where Microsoft will support any functionality out of the box for future releases.


If you are using Auditing in the system – do you need to Audit the following?

  • User Login Access
  • Every Entity
  • Every Field (for each Audit Enabled Entity)

Only Audit what you explicitly need to Audit, as creating the audit records may not have an immediate performance hit, over time the system will slow returning all the audited data over a period of time when viewing the Audit History.

Data Query Operations

Microsoft ResourceAnalyze and improve data query performance

For each Entity in Dynamics 365, certain queries could take a long time to retrieve data or perform actions (i.e. the standard CRUD operations – Create, Read, Update and Delete) . Microsoft defines a long running query as a query that takes three seconds or longer to complete. Typical examples of a component that can have a long running query is a plug-in with custom Fetch-XML or a sub-grid or view.

With Dynamics 365/CRM 2016 Update 1, System admins can add optimisations which aim to help reduce the amount of time the long running query takes to load. From a database perspective, optimisations added through the front end add one or more Microsoft SQL Server indexes. This is a new item of functionality which previously required a support ticket with Microsoft Support to identify the long running queries and to be able to create indexes. I have not yet used this piece of functionality – but I will be investigating over the next few months.

Client Performance (Desktop/Laptop/Mobile)

The Clients Machine

Hardware and software requirements are the two important items when considering the clients machines that are used to access Dynamics 365 via the Web Client, the following considerations should also be considered for the Outlook Client except for the Browser Items as Outlook uses IE as a rendering engine. The following are my main recommendations to get the best performance from using the Outlook or Web client; these recommendations relate to a Windows PC only such as a desktop, laptop or surface.

Windows Hardware requirements

The following items can have a massive impact on the Page Load times from a hardware perspective:

  • Processor – 4/8 cores (The faster the processor/number of cores, the faster the page can render on the screen)
  • Ram – 8GB (the more the better and not using the Hard Drive for virtual memory)
  • Solid State Drive (generally Windows/OS’s run faster than on a mechanical hard drive)
  • Network Connection – Ethernet Cable Connection over a WiFi or 3G/4G signal (this will help with both greater bandwidth and reduced latency)
  • Monitor – 1920×1080 (p if Europe!) for best resolution and display as Dynamics 365 dynamically increases or decreases the resolution which can freeze the display as it changes.

Software requirements


  • 64 bit windows – allows for greater memory usage by Internet browsers and not restricting an upper limit of 4GB Ram
  • Windows 10 – this is generally faster and cleaner OS than Windows 7
  • Edge over Chrome/IE/Firefox, Edge is generally a faster browser for rendering and displaying web pages (this is different for System Admins as some functionality still does not work properly in Edge)
  • Latest version of each browser with minimal addins/plugins running
  • Keep Zoom Level at 100/125%
  • Latest windows updates
  • Latest Dynamics 365 Outlook Client updates

Mobile Device requirements

I have worked on many Dynamics CRM projects and throughout the years, Mobile device usage and access to CRM has grown especially with Microsoft encroaching into the CWR/Resco arena with its Mobile Phone and Tablet applications which are now starting to provide fully offline functionality. Providing a recommendation is still quite hard – and it also depends on which OS is used.

I will admit that I use iOS, I use iOS devices day in and day out. I have used Windows and Android also in previous Jobs/personal use and found iOS to be the simplest and the Apps are built work, and the Microsoft Office 365 suite of Apps are second to none. I do however do not have the latest devices; I use a iPhone 6 and an iPad Air (1st) running iOS 10.3 (at time of writing this blog) and they work fine with no crashes. so my recommendations are as follows.


  • Latest iPad or iPhone (as they are generally faster)
  • Latest iOS
  • WiFi over 4G/3G

Windows 10 Mobile

  • Lumia 950/XL
  • Windows 10 Mobile (Insider Preview builds – fast track for latest update)
  • Wifi over 4G/3G
  • Continuum!


  • Latest Samsung/Google Phone
  • More Ram the better
  • Latest Android version (if the phone manufacturer ever releases updates….)
  • Wifi over 4G/3G

Dynamics 365 Customisations – Form Objects


The last of the factors affecting performance can be the actual customisations developed as part of the solution built for the customer. Once a User has clicked on a record to open it, Dynamics 365 will use the available network to make a request for the record and download the form (for the requested entity record) and all child objects and the data contained on the form itself related to the record requested.

So the total request will be influenced by:

  • The available Network Infrastructure (influenced by Latency and Bandwidth)
  • The Servers performance and the structure of the data query
  • The clients machine – making the request and the ability to process the downloaded data
  • The customisations themselves

Performance Centre

Microsoft have released a tool called the Performance Center (available in CRM 2013 and above I believe) which can be accessed in Chrome or IE (I find this works better than the original combination) by pressing the following key combination at the same time:


The tool allows you to visual all of the form components loading with their associated loading times. It will aid you in identifying the components which are having a negative impact on performance because they are taking a long time to load.


There are two very good blogs on how to use the tool here:

Microsoft Resource: Optimize form performance

Form Customisations

From a customisation perspective items below can collectively have a negative effect of Dynamics 365 form is loaded onto the clients device/machine:

  • Form Layouts – such as collapsed tabs etc
  • Client side automation
  • Sub grids
  • Web resources

Form Layouts

When designing CRM Forms (UI) for each entity, a simplistic/minimalist design (less is more) is better than a bloated form with hundreds of fields, the more objects/controls on the form – the larger amount of data that can be displayed which will ultimately take longer to query and download to the clients machine. When designing forms with multiple tabs, consider having the tabs collapsed when a page is loaded (OnLoad) – objects contained in tabs would only be loaded when the tab is expanded (i.e. reducing the initial Page load time). The Tablet client restricts you to a maximum of 5 Tabs and 75 Fields being displayed on the device, with the mobile apps growing and using the same forms as the web client, this is a good design consideration to always take.

If Field Level Security is also implemented, then there are additional levels of access that needs to be queried by CRM and increasing the page load time to be able to query the data contained in those fields which will follow a similar hierarchy to Security Roles assigned/inherited with the User.

My recommendations are:

  • Keep to less than 75 Fields on the form – Use Business Process Flows to facilitate displaying extra fields)
  • Keep to 5 Tabs or Less
  • Collapse all Tabs on form load except the main first Tab
  • If considering Mobile design – keep to a single column format in Tabs and Section
  • Increase your label widths to show all the labels (i.e. 175 or 200 pixels) which will stop Dynamics 365 to stop hiding some or all of the label
  • Read Only controls are quicker at rendering than editable Fields
  • Keep a track of which tabs and fields you have enabled for Mobile externally

Mobile Preview

Use the Mobile Preview (when customising the Form) in the Form Designer – click preview and select the correct mobile screen size. This will start to render the Mobile Client to display the Form you are customising to see what controls will exist on the Mobile form.Mobile Preview

Additional Controls

The following items also add additional overhead to page load times as they are a lot more complicated and require additional data to be downloaded.

  • Social Pane
  • Quick View forms
  • Bing maps
  • Timer controls
  • Charts

So if these items are not being used, just remove them.

Client side automation

Form designs often involve some sort of Visibility display logic (i.e. show Field Y if Field X contains a value); this used to be controlled through JavaScript only – and more recently with Business Rules (and also Business Process Flows!).

JavaScript can extend the Client Side automation quite significantly and can perform simple or complex CRUD operations if need be. The more code you add, the CRM Form will load any JavaScript and also perform any functions using the OnLoad event. Once the JavaScript has loaded, CRM will then load and execute any Business Rules too!

Additionally – any unsupported customisations (mainly unsupported JS running on the form or interacting with the DOM) can negatively impact Page Load times and are not recommended.

My main recommendations are to keep JavaScript to a minimum if not required, could these activities be catered for using Workflows and Business Rules or Business Process Flows. If using a lot of JavaScript because of the complicated requirements – keep the number of JavaScript libraries to a minimum and have 1 big library in your form event libraries.

Microsoft have recently announced the deprecation of the old 2011 end point and this will be removed after version 9.0 Important Changes – here, the older SOAP endpoint is being replaced with a faster and more efficient REST API (also known as the Web API); so when writing form scripts, utilise the new end point!

Mobile Scripts


Clients who want to use the new Offline capabilities with the Mobile Apps, think about your JavaScript and decide if they are required to operate on the Mobile Device, as some of the actions may fail if there is no active connection to the Dynamics 365 server to query data. You can now define Scripts that can detect the Offline availability of the Entity and what actions can be performed using the Xrm.Mobile Namespace

Sub grids

Sub grids on forms have a negative affect on the page load time as client will need to display and render additional related data based of the following:

  • Users access through security
  • View filter criteria

The data displayed could also feature lookup fields from other records, and the number of columns should be kept to a maximum of 5/6 before a major negative impact is felt.

When designing forms, Sub grids should be (recommended) placed in a Collapsed Tab by default until they are needed, when the user needs to read/interact with that data then they can expand the appropriate Tab. If the data is not required on the form, then keep access to that information controlled through the navigation related entities area, this will make that data available from the form but not on the form itself. Keep the number of columns to a minimum and preferably use columns which are sorted by an indexed (SQL) field.

Editable Grids

Editable Grids are a new feature of Dynamics 365, and allow users to in-line edit related records from a parent record or list view. The functionality allows greater control of more data from a single location and will automatically add overheads to the network performance requesting more data.

Keeping the number of editable grids to a minimum if the related records displayed in the sub grid are there mainly for reference and should not be edited (I.e. Custom auditing, market sectors etc.)


Web resources

Forms can have Web Resources embedded into them which can be used to display custom content (i.e. images, html pages etc.). These also increase Page Load times – consider putting these into collapsed tabs also and whether they should be rendered on a mobile client or not.

I hope this blog helps a few people with their Dynamics 365 implementations and identifying potential performance issues with your Users.

Thanks for reading,