Talking Points in D365 AI For Sales

Overview

Talking Points is a D365 AI for Sales feature that helps you to start a conversation or bring in ice-breakers if you are going to communicate with a contact the next time.

It gives you highlights on the Contact form about what was communicated in the past and you can use that suggestion to bring it up in your conversation with the D365 Contact.

Talking Points works for the below topics –

Health, Family, Sports and Entertainment

Pre-Requisites

  1. The user who will use Talking Points must have Server Side Sync enabled for their mailbox.
  2. Make sure Analytics feature is enabled for your organization. You can find it in the Admin Center.
  3. Enable Sales AI in your D365 Organization. To learn more about Sales AI, check my post on enabling Sales AI for your Organization – Enable D365 AI For Sales in v9.1.x
  4. Turn on Talking Points by clicking on the check box
    selectTP
  5. And then clicking on Save button show on the top right corner of the screen.
    clickSave
  6. Once Talking Points preferences are saved, you can see what all you selected
    savedSettings
  7. Additionally, also make sure the card to display Talking Points is enabled on the Contact form.
    contactForm1
    visibleByDefault

Talking Points

Now, let’s see an example of it’s working.

  1. Priyesh sent me an email telling me that he’ll be late as he was at a Baseball game. And out of curiosity, asked if I follow Red Sox team.
    redSoxMail
  2. D365 AI For Sales’ Talking Points analyses the conversation and in D365’s Contact for Priyesh Wagh, shows this card telling me that Sports was being discussed/sent in the message
    talkingPoints
  3. So, if I am about to talk to Priyesh and I am looking at the D365 Contact before I speak, Talking Points can tell me what else I can talk about apart from just work.
  4. It’s a great functionality to give a more personal touch to the conversation than just discussing work, maybe.

    Enjoy exploring Talking Points.

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Enable entities for Dynamics 365 App For Outlook

So, you’re all set to use D365 App For Outlook from your OWA (Outlook Web App) or even from your Desktop client. Let’s look into enabling any given entity (predefined or custom) to show up while searching in the D365 App For Outlook

Let’s say, you have these entities already enabled when you recently setup the App
noEntityDisplayed

And you don’t have your custom entity, say, Customer Subscriptions enabled yet. So let’s set that up.
actualEntity

Pre-Requisites

  1. Make sure the users’ mailbox is synced using Server Side Sync and they have been enabled to use D365 App For Outlook.
    addToApp
    You can see the above settings from Settings > Dynamics 365 App For Outlook as shown below –
    D365AppOnSiteMap
  2. Make sure the Entity is already enabled for Activities so that it can be used to track records against.
    enableActivities
    Note: I also read on other blogs stating that the entity should also be present in the Categorized Search under Settings > Administration > System Settings – General Tab. But this worked for me without it.

Enable entity for D365 App For Outlook

Now, let’s enable Customer Subscriptions to be available in the D365 App For Outlook

  1. We will need to add it in the D365 App For Outlook itself. Navigate to Settings > My Apps as shown below
    myAppsIf My Apps is missing from your SiteMap, you can refer to my blog for using the shortcut link to access it – ‘My Apps’ missing from D365 SiteMap
  2. In My Apps, find Dynamics 365 App For Outlook app and open it in the App Designer as shown
    openInAppDesigner
  3. Once you open it, on the right hand side, expand Entities
    artifactEntities
  4. Find that Customer Subscriptions (or your entity which you wish to enable) is not enabled yet.
    entityInAppFound
  5. Enable it by clicking the checkbox. It will now appear in blue and selected
    entityInAppEnabled
  6. It will also appear on the left hand side now
    entityInLeftSide
  7. Simply Save and Publish the changes.
    publishChanges

Entity is Enabled

In your Outlook (OWA of Outlook client app), when you restart or re-open open the app, you’ll see that the entity is enabled as below and you can use it to search and track records against.
entityIsEnabled

And we are done. 🙂

Enable Embedded Intelligence and configure its features in D365 v9.1

Embedded Intelligence you features like Relationship Assistant, Auto Capture and Email Engagement. Yes, you’ve seen them before in previous D365 versions and configuring them got easier in D365 v9.1

Read Policy and Accept Terms

  1. Navigate to Settings > Sales AI. Under Overview tab, click on I accept as shown below.
    acceptTerms
    Note: Make sure you read the Privacy Statement if and whether or not it violates your organization’s privacy policies.2. Once Accepted, features like Relationship Assistant, Email Engagement and Auto Capture are available to be configured as follows
    EITurnedOn

Relationship Assistant

Relationship Assistant helps you to draw your attention to what matters about the information in Dynamics 365 at that moment.

It shows you Action Cards that are relevant to the user at the given point of time and where the users can quickly take some common actions associated with it. need to take action on and are relevant given at the point of time.

Example, if an Opportunity is due tomorrow, the Relationship Assistant will show up on the Opportunity and show you this.

relationshipAssistant

Configure – Relationship Assistant
You can configure the Relationship assistant on the next tab in Sales AI itself.
configureRA

 

Email Engagement

Email Engagement will tell you how your communication is being taking shape. Track insights about the emails you send from D365 and accordingly, take your next move.

Like, you can set a reminder to follow up and track what happened to the email you sent.
emailEngagement

Configure – Email Engagement
1. Turn on Email Engagement by simply clicking on the Disabled button to Enable it.
disabledEE

2. Email engagement is turned on now.
EETurnedOn

 

Auto Capture

Get a glance of emails relevant to your D365 records but which aren’t actually tracked in D365 . You can then decide if it matters for you to pull it in D365.

autoCapture

Configure – Auto Capture
All you need is to enable Server Side Sync with your Exchange Online mailbox.

 

Hope I summarized the idea! 🙂

Enable D365 For Teams Integration Preview

Finally, D365 Teams Integration is out in Public Preview and I was excited to try it out on one of the D365 9.1 trial environments.

Currently in Preview so it is not recommended for Production purposes. Anyway, let’s dive into seeing how we can enable the Preview.

Enable the Preview in D365

  1. Enable the Preview of the D365 For Teams from System Settings > Previews.
    systemSettings
  2. And click on Yes to enable it. It will ask for confirmation.
    settingConfirmation
  3. Click OK and it will ask for confirmation
    applyConfirmation
  4. And it takes a few minutes to provision.
    provisionTeams
  5. And in a few minutes, you’d be done.
    provisioned

Logging into Teams and get the App

  1. Now, suppose you already have Teams app on your desktop. Go to Store and look for the Dynamics 365 (Preview) as shown below.
    getInTeamsApp
  2. Click on Add to a Team to disable it and only enabled it for me. Maybe I’ll write another post on what these settings do, but to continue for myself, I’ll select only Me.
    addForMe
  3. And if you wish to open any of those, else close out the window.
    previewAvailable
  4. Now, let’s configure this for first time use. Find the app in the menu like so.
    findTheAppInTeams

Configure the App

  1. Now, let’s configure it by connecting to your D365 environment. Click on Configure.
    configureNow
  2. It will ask you Organization you want to connect to, select the same.
    selectOrg
  3. And provide your credentials –
    credentials.png
  4. Grant consent too.
    grantConsent
  5. Finally, you’ll get it enabled.
    enabledNow

Seeing it work

And to test it out, I put in natural langauge ‘show me alpine sky house’

And I had the results
results

D365 AI for Sales: Notes Analysis feature

Turn on Notes Analysis

Make sure you’ve enabled D365 AI For Sales for your organization. For more information on enabling D365 AI For Sales, check my blog on Enable Dynamics 365 AI for Sales in v9.1.x

You can turn on Notes Analysis once your D365 AI For Sales is setup. Navigate to Settings > Sales AI and look for Notes Analysis and turn it on like so if it appears Disabled –

enableNotesAnalysis

Simply turn it on.

Notes Analysis at work

Remember, you’ll need to have the Timeline control enabled in you D365 Unified Interface. Timeline control is available for Contacts, Opportunities, Leads, Accounts and Case forms (COLAC).

Now, with a normal Note put on Accounts in the Timeline, you’ll see this – where you have your usual Note entered and it appears that it isn’t clickable.

normalNote

But, with the Notes Analysis turned on, you’ll be able to perform Actions on the same.

noteAnalysisRecord

The Note is now a clickable link and once you click on it, based on the context of the Note entered, it will show actionable item to be performed.

 

Notes Analysis can provide suggestions like creating activities, tasks, contacts etc. I’ll keep exploring what else it can do and let you all know!

D365 PSA: Delegated Resource gets error on making time entries for another Resource

Have you been added as a Delegate for a fellow colleague but not able to Read, Create or Submit Time Entries on their behalf?

Let’s see what you are missing.

Before that, if you want to learn about Delegations in D365 PSA, check this Delegating Time Entries in PSA

Scenario

William Contoso wants to make Veronica Quek as his Delegate and let her enter time on his behalf. So William created a Delegate record for Veronica.
delegateAdded

Error for the Delegate Resource

Now, Veronica is attempting to do time entries for William by going to Time Entry Calendar view and switching the user to William.

  1. And when Veronica wants to enter time as William, she’d switch to the User on the Time Entries Calendar View like this –
    switchUser
  2. But, see this error and she don’t know what the issue might be. Even though she’s the Delegate!
    error

Missing Security Role

Yes, this is the first thing you should check

  1. Veronica Quek is missing a Delegate Security Role in PSA to be able to make time entries on behalf of other users.
    Assign Delegate security role to the user to make them enter time on behalf of others.
    securityDelegate

Hoping this is quick fix for you. 🙂

 

D365 Quick Tip – Why should you Reassign Records to another user?

An underrated feature of Dynamics 365 sitting since a long time is the Reassign Records. This is a particularly important feature that if a key person stayed with the organization for quite some time and worked deeper in Dynamics like written plugins or have workflows owned by them, it is imperative that the records they owned need to be reassigned to someone else when that employee leaves.

Given the scenario – An employee, Somesh, left the company but has several records under his ownership. Even some workflows (we’ll get to that a little further.) Sample Original Records owned by the user –
originalRecords

And when the user leaves the company, in general practice, we revoke the D365 license for reuse. In that case, the user is Disabled in the system –

disabledUser

Important: Before you proceed further, please make a list of all Active workflows which are owned by the Disabled user before Reassigning Records. You can use Advanced Find to find such workflows.

Why should you Reassign Records

Workflows

Since the user who left was owner of any workflows having Scope of Organization level, they’d fail and if them being background workflows, you wouldn’t know what happened in the background. On investigating, you’d see error like –

errorInWorkflow

I noticed that workflows which are set to User scope will behave like they didn’t trigger.

Reassign Records

Use this feature to reassign records of the Disabled User to the new Administrator/User who should carry forward the smooth processing of day to day operations of Dynamics.

  1. Go to the user by going to Settings > Security > Users. Find the user and open the record.
    reassignRecords

  2. On clicking on Reassign Records as shown above, you’ll be asked whether you want to assign the records to yourself or some other user.
    reAssignToOtherUser
  3. The loading will complete and once you check, all the records that were previously with Somesh will be assigned to Vishal. See below –

    assignedToNewUser

  4. The workflows get assigned too. But, you have to do some activity before you say you’re done.

Reactive the Workflows

So, the records got swiftly got assigned to the new user. However, the workflow which Somesh owned were Deactivated, assigned to Vishal but were left Deactivated!
deactivatedWorkflows

And with that, you’ve saved some hours trying to find out why certain things went wrong. Hope this helped!

Enable Dynamics 365 AI for Sales in v9.1.x

One of the recent offerings by Microsoft is D365 AI For Sales. I saw this available on my D365 Trial instance which is 9.1.x.

I will quickly summarize on how you can enable D365 AI For Sales on your D365 environment having any of the Sales subscriptions.

d365Version

It has features like –

  1. Relationship Analytics
  2. Predictive Lead Scoring
  3. Predictive Opportunity Scoring
  4. Connecting Insights

More about which, you can read from the Microsoft Documentation – https://docs.microsoft.com/en-us/dynamics365/ai/sales/help-hub

Before we begin

  1. D365 AI For Sales is only available in the (NAM) North America region.
  2. You’ll need a D365 AI For Sales license for the same.

Check if Sales AI is available

Quickly, you can check your Settings area if you already see the Sales AI appears or not.
settingsArea

Or you can simply go to the below link to setup a trial for yourself –

https://dynamics.microsoft.com/en-us/ai/sales/

Or even from the Applications screen in the Dynamics 365 Admin Center –

adminCenterOption

Setup

  1. Let’s assume you’re on this page after you go to Settings > Sales AI. You can accept the terms to enable the Embedded Intelligence or even chose to do so later.
    embeddedIntelligence
  2. Moving further, I chose to directly enable the D365 AI for Sales by scrolling further and clicking on Get it now as shown below.
    aiGetItNow
  3. Then, I provided consent and Accepted.
    acceptConsent
  4. Agree to terms and click on Continue.
    clickContinue
  5. While it’s installing, you’ll see this –
    installing
  6. It took about a few hours until it was being setup in the background. Finally, once successfully done, D365 AI For Sales is now available for you to setup and you’ll see multiple tabs where you can configure each of the functionalities separately.
    aiEnabledYou can then choose to configure each of them separately. Hope this quick initial setup info helps!

Customize Time Entry form on Calendar View for D365 PSA

Many times, users come back requesting that they need to be able to add types of time entries of their own. Sure, you can modify the Time Entry Type OptionSet that comes with D365 PSA by default. But that will only reflect on D365 Form Level and not where users go to Calendar View to enter time.

Microsoft has provided to be able to customize the Time Entry form on Calendar View too. This feature was released in the PSA release v1.2.1.51
msRelease

Check here – https://blogs.msdn.microsoft.com/crm/2017/07/14/dynamics-365-for-field-service-and-project-services-automation-update-3/

Customization

I’ve added an option called as Comp-Off for the available types of Time Entries OptionSet.
timeEntryOS

But, this is only reflected on the Form level of Time Entry entity and not on the Calendar View. On the Calendar View, it continues to show as below –

defaultTypes

Hence, you’ll need to make changes to the TimeEntryType.js file provided by Microsoft out-of-the-box.

Here’s the script that comes out-of-the-box which Microsoft says you can change to customize –

  1. To make changes, look for this file – “msdyn_/Common/Models/OptionSets/TimeEntryType.js
    jsInSolution
    jsWebRes
  2. Modify this file. By default, it will have this script as shown below –
    defaultScript
  3. So, I added just this one line and mapped it to the OptionSet I created. The value should match the OptionSet value entered in the Time Entry Type OptionSet.
    lineAdded
  4. Save and Publish changes. Check if your new option appears as shown below –
    modifiedCalendarView

Remember: The Calendar View to enter time entries has been deprecated in v3 of PSA. So this customization will not be needed in versions 3.x onward.

I hope this was helpful.

Also,

D365 Quick Tip: Est. Revenue calculations on Opportunity

Here’s a quick tip! Either let the system calculate the revenue of the Opportunity based on the Product Line Items or you can enter yourself or add your own custom logic to it.

So, there is a field on the Opportunity entity of type TwoOptions – ‘isRevenueSystemCalculated

And, as self-explanatory as its name, it will let you either set your own Revenue calculations or pull it from the Opportunity Line Details

field

You can either put this field on the form to switch while working or use custom logic (or use Default Value) to be set and keep it hidden from the user as per you requirements.

For the purpose of this blog, I’ve kept it on the form.

System Calculated

When you select System Calculated, the Est. Revenue field is locked and the Revenue is calculated from the Product Line Items.
systemCalculated

User Provided

When you select User Provided, the Est. Revenue field is unlocked and the Est. Revenue is open to enter data into it.
userProvided

Pretty straight-forward! 😊

D365 Quick Tip: Can’t add members to the default Business Unit Team

I would like to share a consideration I take while designing Teams that you might need to make certain records shareable. I faced an issue once when users started to use Default Teams created on Business Units.

And after several months, it occurred that some users from other Business Units too needed to be on that Team. And several records were already assigned to BU provided Default Teams.

Scenario

  1. Priyesh belongs to Southeast Asia BU and Somesh belongs to North America BU.
  2. Some records were assigned to North America team which is the Default Team created by BU..
  3. Priyesh wanted to be in the North America Team.
    addPriyeshToNA

    So adding North America to Teams under the user Priyesh, but I get the below error
    error

That is because you cannot add Default Teams to users in some other BUs.

Workaround

As a workaround, I only created a new Team and named it “<BU Name> – Shareable” team and assigned records to this team so that I know where I want the records to be visible as per my Security Roles setup.

structure

And hence, added the North America – Shared team for Priyesh.
addedAlternative

I would also like to hear your suggestions and any workarounds you may have. Thanks! 😊

Office 365 Admin: Quickly Enable Multi-factor authentication for users

Here’s your guide to quickly setup a multi-factor authentication for an Office 365 user.

Manage Multi-Factor authentication

  1. Multi-factor authentication can be managed for the O365 under Services and add-ins. If you are in O365 Administrator, find the Services as shown below.
    addIns
  2. You can find this service called ‘Azure multi-factor authentication’. Select it.
    azureMFA
  3. Open the same and click on Manage multi-factor authentication. Also, I recommend you go through ‘Learn more about Azure multi-factor authentication’ before you proceed for licensing details. Please go through these links: https://docs.microsoft.com/en-gb/azure/active-directory/authentication/concept-mfa-howitworks
    manageMFA
  4. You’ll see a list of users who can be enabled for multi-factor authentication. In this example, I’ll select myself – Priyesh Wagh to enable my multi-factor authentication.
    enableMFA
  5. You can either directly enable for the user of invite them to register from the link provided in the screenshot –
    confirmEnable
  6. And that’s it. Multi-factor authentication is enabled for the user.
    enabled

Setting up MFA for the user

  1. When the user then logs into the system, they are asked to enter, they will prompted to enter additional log in information to setup MFA.
    moreInfoRequired
  2. I will be asked to enter the phone number and select the preference or either phone or text message.
    phoneEntered
  3. And you can proceed with your selected preference of text message or phone call. I’ve selected phone call in this case.
    callingIn.png
  4. And finally, it will be setup
    complted

Logging In

  1. As usual, when you log in. You’ll be asked to enter password.
    enterPassword
  2. Post that, 2-step authentication will take place and as I had selected Phone Call. The system will make a call on my phone and I’ll follow the instructions as asked (asked to press the # key to confirm)
    answerPhone
  3. Or, alternatively, it can ask you to enter the code received on your phone in text message.
    enterText

That’s it. Simplest way to get started with MFA. Furthermore, you can make the users to create App Passwords and enter contact methods etc. among other features as shown below –

otherOptions

Hope that was easy!

CDS For Apps Analytics instead of Organization Insights. Power Platform Admin Center

Now, there’s a new way of looking at Organization Insights. You would no longer to maintain a solution in D365 to look at your D365 Organization Insights.

Guess what, Organization Insights is no longer on AppSource now. I quickly searched it up and it wasn’t there.

It’s all available on https://admin.powerplatform.microsoft.com

Currently, the admin center is in Preview.

CDS For Apps analytics

  1. All your Organization Insights are available on the Common Data Service for Apps section as shown below –
    adminCenterView
  2. It has all the same info as it was in the Organization Insights.
    insights
  3. Moreover, you can download the data as well.
    downloadData
  4. Gives you a CSV of the selected type to look at the data.

Similar Analytics available for Microsoft Flow and PowerApps too.

Bye Bye, Organization Insights!

D365 PSA Quick Tip: Sync Resource Bookings with Outlook

You as a resource in an Organization are booked on projects. But are also needed to be in some meetings. But what if, someone who wants to invite you to a meeting needs to know if you’re booked on a Project/Task in D365?

In that case, Syncing your Bookings to Outlook Calendar comes handy.

Let’s say, most commonly in a Technical Services Industry where users are supposed to work on projects and they should appear as booked so that others don’t drag them to other meetings. 😊

Remember, Server Side Synchronization should be turned on for the user on their mailbox to be able to use this feature.

 

Enable Sync Resource with Outlook Feature

  1. In System Settings, navigate to Synchronization tab and enable Synchronize resource bookings with Outlook as shown below.
    enableSystemSettingLevel
  2. Personal Settings – The same needs to be done for an individual user on their Personal Settings in D365.
    personalSettingEnable

Bookings in PSA now appear in Outlook

Now, example, Priyesh is booked on Home Link Piping project on Monday, 3rd December and this is how the schedule board looks like this
scheduleBoard

As the sync happens, the Bookings will now show up in the user’s Outlook Calendar.
syncedToCalendar

Please note that Server Side Sync can take up to 15 mins to sync through as per the minimum sync cycle duration.

Hope this helps!