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Configuring Entitlements in Dynamics CRM allows us to define how many cases are available to a customer for a certain duration. This functionality was introduced with Dynamics CRM 2013 SP1 in spring 2014. You must upgrade your Dynamics CRM 2013 Organization to Service Pack 1 to take advantage of this functionality.

When configuring entitlements by channel, there is one trick to be taken into consideration. Let’s say for client ABC we need to define entitlements for regular communication channels, like Web, Phone and Email. We also need to define a separate set of entitlements for social channels like Twitter and Facebook.

You need to actually configure in all Entitlements all Channels in order to be able to filter by channel.

Read the rest of this entry »

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An email server profile stores configuration regarding the connection to an email server. At least one email server profile must be configured within each Organization.

In order to configure an email server profile, the user performing the configuration must be a System Administrator or have an equivalent role.

Follow these steps to configure a new Exchange email server profile:

Navigate to Settings > Email Configuration > Email Server Profiles

Click on New and from the drop-down select Exchange Profile

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On the newly opened form, fill in the required fields as follows:

Name – give a meaningful unique name to the profile

Description – provide a description for this profile. Usually mention what this profile is meant to be used for, for example if it is meant to handle traffic from specific satellite offices, or if it is to be used for service accounts that need to send out emails only, etc.

Auto Discover Server Location – for an Exchange profile, you could try to leave the auto discover on Yes. Setting it to No allows you to specify configuration details for the Exchange server. These include web service address for Incoming and Outgoing Exchange server. You must use the Exchange Web Service URL (EWS).

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In the Credentials section specify the type of authentication to be used. The available options are:

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For Exchange server profile, the last option (Without Credentials) is not a valid setting.

If you selected Credentials Specified in Email Server Profile, you must provide a user name and password

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Use Impersonation – this setting allows you to have Exchange impersonation configured to send and receive emails on behalf of other mailboxes. See the next section on how to configure Exchange impersonation.

Use same settings for Outgoing allows you to keep the same credentials, or specify new credentials for outgoing emails.

The Advanced tab allow you to fine-tune the settings.

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In here you can override the default ports, specify authentication protocols, as well as set the number of maximum concurrent connections and pooling intervals. Adjust these settings as necessary based on the environment, in order to minimize the impact on the network performance.

Once the configuration is complete, save the record using the Save ribbon button.

You can set a profile as default by clicking on the Set as Default ribbon button.

Once a profile is created, you can start managing associated Mailboxes. On the left side, under Common click on Mailboxes. This will present a listing of all mailboxes associated to this profile. You manage mailboxes same way you would manage any other record in Microsoft Dynamics CRM. On the ribbon you have the options to add a New Forward Mailbox or an Existing Mailbox.

At odd times you will be faced with some of the confinements of the new UI. One example is using an Option Set at the bottom of a section. After publishing you find that the actual drop-down is only showing two lines at a time. This is an undesired effect of the new UI. You are confined to a container, and the dropdowns do not know to extend past the borders of the container they live in. Here is the design:

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And here is what you end up with on the published form:

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Indeed, not very user friendly, especially when your selection list is longer.

Of course, you could try to relocate the control somewhere up in the container, but what if that field makes logical sense to be at the bottom of that container?

The solution is quite simple, the friendly Spacer comes to the rescue. Take a Spacer and add it to the bottom of the container. Now your form designer will look like so:

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And now the users can breathe easy, as they can see a proper drop-down with more lines:

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Add as many spacers as needed until you get it looking the way you want. Be mindful of the blank space you create underneath though, don’t exaggerate.

Enjoy!

Just a quick note, for those implementations taking advantage of script customizations, if you are using

Xrm.Page.ui.getCurrentControl

when upgrading to UR2, remember to check your scripts. This method is now deprecated.

For more details see HERE.

Happy scripting!

The Dynamics team is at it again. They’ve added support for Sandboxed instances to Dynamics CRM Online. This is a great feature to customers using and evolving constantly their Online CRM environments.

Some of the key features I like include:

  • Clear visibility into which instance you are using. The Orange nav bar background stands out clearly to show you you’re not in production.
  • Reset and copy instances, with various copy options.
  • Admin mode – keep your sandbox closed until it’s ready, including stopping processes that might talk externally.

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This is great news. For more information see their article HERE.

Enjoy!

This promotion is getting close to an end, there’s less than a week left. For those interested, you can get Dynamics CRM Online for 40% off if signing up with more than 50 users, or 30% off for less than 50 users.

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This promotion expires March 31, 2014.

See more details HERE.

Enjoy!

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