Tuesday, July 19, 2016

SLA Behavior when Reopening CRM Cases

After a case is resolved, the user can reactivate the case but what happens to the SLA when this occurs? In some scenarios you might want to restart the SLA timer while in other cases you’d want to SLA the remain unchanged. This posts explores a bit both possibilities. Note that this post was tested with CRM 2015 and enhanced SLAs.

One of my recent requirements was that whenever a case is reopened, the applicable SLA would need to restart counting again as if it were a new case that just got created. This lead me to explore what kind of control we have on SLAs when a resolved/cancelled case is brought back to in progress.

In my first attempt, I had created an enhanced SLA for which the “Applicable From” field was the CreatedOn field, meaning that the “start” of the SLA timer is the creation date of the case:

In my test SLA I give the users 5 minutes to resolve the case before the SLA is considered as “failed”. Then I created a case and resolved it after 1 minute which causes the case to succeed the SLA. I can see in the associated SLA KPI instance that everything looks as expected:

Note: The SLA KPI Instance is the entity in CRM that holds the information about the SLA of a given case, there is one SLA KPI instance per case that has an SLA.
Now I reactivate the case and notice that although the case is now active, the SLA KPI instance has not changed, so the case is considered to have succeeded the KPI even though it is still active (there is no timer anymore):

I can edit anything in the case and resolve it again and no change is logged to the original KPI instance and there will be no new KPI instance either. Even if I leave the case open for months before resolving it, this case is always considered to have met the KPI. Whether this behavior is expected or not is debatable because in some other scenarios you might have a manager re-open a case just to enter som additional information before closing it again and you might not want to lose the original SLA KPI instance information in that case. However, in my requirement, the SLA timer should start again, so what can we do?

It will not be possible to generate a new SLA KPI instance when a case is reactivated because this feature is not flexible to do so in CRM. However, we can trick to overwrite the existing SLA KPI instance and update it as though it were a new case when the case is reactivated. However, you will lose the historic SLA instance information from the first time that the case was resolved.

To do so, the first thing you need to do is base your SLA on some other field that is not the “Created On” date. I believe it is a good practice to create a custom DateTime field in the case from which you always base your SLAs so this way you can implement any business logic to set the value of that field depending on many conditions (something you cannot do with the CreatedOn field which is read-only and will never change). So I created a new SLA based on my custom field:

Now I can set a simple business rule to populate the “SLA start” field with the value of “Created On” whenever a new case is created. Thus far, my SLA will behave the same as it did when I had it defined based on “Created On”. The only difference now is that I will also create a workflow which will update the SLA start field when the case is reopened and will set the value to “Execution Time” (time the case is reactivated).

When I repeat the same example as before, I notice that once I reactivate the case, the old SLA KPI instance information is lost and the entire SLA is recalculated and updated; this happens because a change occurs in the field on which the SLA is based (SLA start) which forces everything to re-calculate. So I achieve my requirement of restarting the SLA timer when the case is reopened. However, I would have much rather liked CRM to generate a new instance of an SLA KPI each time I reactivate the case so this way I can track the SLA timer after reopening the case but at the same time I do not lose the old KPI information which can be useful for reporting. I haven’t found a way to do so, but I would be happy to hear if anyone has solved this problem.

There I however, a big caveat with this approach and that is that because the “old” SLA KPI information is lost when reactivating the case then users can “cheat” by simply reactivating and re-resolving cases for which they did not meet the KPI and all of the sudden their KPIs look like they never missed any SLA!

If you don’t want your SLA timer to restart when a case is re-activated you just need to make sure that the “Applicable From” field that you use in your SLA definition will never change when a case is reopened (as is the case with the “Created On” field).

Monday, April 11, 2016

Including Reference Assemblies in plugins

I recently had to reference the Newtonsoft.Json dll from within a CRM plugin and run into the infamous problem that there is no real support for referenced assemblies from custom plugins or workflow activities. This post provides a workaround using ILMerge.

The Problem

This has been a feature gap since plugins were introduced in CRM, you often want to reference external dll libraries from within your plugin. First, let’s look at how the CLR (.Net) loads referenced assemblies in order to understand the problem a little better. During runtime, what happens with referenced assemblies is that the CLR will try to load the referenced assemblies from some predetermined locations. For example, it will try to locate and load that assembly from the GAC or from the same directory as where the current process is executing. When you compile an assembly and it has other references, what happens is that the referenced assemblies get dropped in the same bin folder as your compiled assembly so they can be easily located and loaded at runtime.

That works great, and in CRM there is also the concept of the “bin” folder but the usage of it is a bit deprecated or not recommended (see ….). So in theory if you have access to the CRM server you could drop all your referenced assemblies in the “assembly\bin” folder or you can install your referenced assemblies in the server GAC and ten they will be able to be loaded at runtime. However, this is a big problem because you don’t always have access to the server and because depending on a specific server is risky as your servers might change, there could be a load balancer with multiple servers, etc.

So what else can you do if you have to register your plugin in the database? Well, when you register your plugin in the database what happens is that CRM will deserialize your dll content and load your plugin type explicitly, but you have no way of telling CRM that it must also load another assembly and you have no way to upload a reference assembly to the database. Certainly all .Net native assemblies like System.dll can be loaded because you can assume .Net to be available from all CRM servers, but what if your reference assembly is a third party like Newtonsoft.Json.dll ? In cloud environments (plugins in sandbox mode), reference assemblies can be dangerous because you do not know what code they are running in your shared cloud servers, so this probably explains why there is no support for reference assemblies in CRM. For plugin assemblies this risk is easily mitigated by running your plugin under partial trust in the CRM sandbox which uses code access security, .Net framework’s way of allowing external code to execute in a safe manner. This is why your plugins would fail to do things like try to read a local file or shut down the current server (you wouldn’t expect that to work in cloud environments!).

The Solution

So at this point you are left with 2 options: You can either compile the source code of your reference assemblies into your plugin assembly (if you have the source code) or you can ILMerge the reference assembly with your plugin assembly. In this example I will focus on the second option and I will illustrate exactly how I did it for the example of Newtonsoft.Json.dll in the following 3 simple steps:

1.        Add ILMerge Nuget to your plugins project

2.       Add Newtonsoft.Json Nuget package to your plugins project

3.       Now you simply need to edit your project configuration in Visual Studio such that when you build your plugin it automatically merges it with your reference assemblies (so you will never have to manually do ilmerge). To do this go to the “Build Events” tab of your project settings and under “Post Build event command line” box enter the following:

$(SolutionDir)packages\ilmerge.2.14.1208\tools\ILMerge.exe /keyfile:$(SolutionDir)/.snk /target:"library" /copyattrs /out:$(TargetDir)$(TargetName)$(TargetExt) $(ProjectDir)$(IntermediateOutputPath)$(TargetName)$(TargetExt) $(SolutionDir)packages\Newtonsoft.Json.6.0.6\lib\net45\Newtonsoft.Json.dll

Note you might need to modify the command above according to the version of the Nuget package you installed in previous step and you have to specify the location of your SNK file that you use to sign your plugin assembly.

Now when you build your plugin assembly, the Newtonsoft.Json.dll is embedded inside your plugin so CRM will not need to load the reference assembly. There you go, I hope you find this useful and simple enough.  

Monday, March 14, 2016

How to set EntityCollection output parameters in custom actions

One of the greatest things about custom actions is that they support defining input and output arguments of type EntityCollection. However, because the process designer does not support UI for consuming this type then we have to do it via code. This article explains some tips if you think that could be useful for you.

If you are familiar with custom actions introduced in CRM 2013, you might have noticed that they have input and out parameters. What is interesting is that a data type “EntityCollection” is supported which means your action can take as input a number of entities or it can produce a number of entities as the result (like RetrieveMultiple). The first thing you might wonder is why the heck would you want to use EntityCollection as output arguments, it if can’t even be consumed from the workflow designer. But if you are reading this post chances are you have a scenario in mind. In many cases you might want EntityCollection as input parameters, but is more unusual to need an output of EntityCollection. I can think of a few scenarios, and most recently I had to use this for encapsulating a set of business logic in a custom action which would then return a set of entities. This custom action might be consumed from external systems and makes it simple to implement all the business logic in a custom action so from the external clients it will be straight-forward to consume this action without having to call various SDK operations and implementing the logic at the client.

Once you have identified the scenario you need to keep in mind that the result (output) of your custom action will need to be consumed only from code (external client, JavaScript, plugins, etc.) because unfortunately the CRM native process designer is still incapable of understanding entity collections. Now, how can you set an output parameter in your custom action that is type of EntityCollection if you cannot do that via the process designer?

My first instinct was to implement a custom workflow activity and then insert it in the action definition as a custom process step:

Inside the custom workflow activity, you have full access to the IExecutionContext, including the InputParameters and OutputParameters collections. Therefore, I assumed I you could set your EntityCollection output parameter via code as seen below:

While technically this compiles and executes fine, I was surprised to see that when calling my action, the output parameter was blank, even though I was setting the value from the custom workflow activity. I imagine this might be due to the fact that output parameters are only set after the main pipeline operation and perhaps the custom workflow activity is executing a little bit before that thus all output parameters get wiped after the main operation but before the value is returned to the client.

Therefore, I had to change my approach. I implemented the exact same code, but this time I used a plugin registered on the PostOperation of my custom action, this way I can make sure that the main operation has already passed and whatever I store in the output parameters collection will be returned to the calling client. This finally worked!

So the lesson here is that setting output parameters (in general) must be done in the PostOperation part of the pipeline, therefore it can only be done via plugins!

Keep in mind that setting input parameters as EntityCollection is more trivial because it is up to the calling client to pass those parameters, and in this case, although you cannot consume those input parameters inside the action process designer, you will be able to access them from either a custom workflow activity inside your action or from plugins. I tend to prefer custom workflow activities because this way your entire logic is defined inside the action itself and there is no additional logic running in plugins, but it depends on the scenario and complexity too.

Monday, January 11, 2016

OptionSet vs Lookup for implementing lists in CRM

In most CRM implementations we experience the dilemma of custom entity vs. OptionSet for implementing lists. This post seeks to point some of the considerations to keep in mind when making this decision.

Imagine you want to capture the "Industry" of your leads/accounts as this information might be valuable for reporting and BI. Every organization has different definitions of "industries" because there is no global standard list of industries that is useful for everyone. So you decide to create and maintain your own list of industries. Now the problem becomes: Should you implement this list as an "Industry" entity or should you simply create an OptionSet with the list of industries?
As everything in the technology consulting industry (pun intended), the answer is always: It depends! There is no exact formula of science to solve this dilemma but I've had numerous discussions with colleagues and customers in this respect and I thought of gathering some guidance that might help you decide:
1. How often does this list change and who maintains it?
If your list of industries is changing often or if you expect business users to contribute by maintaining this list, it is recommended you implement as a custom entity rather than option set. The reason is that the custom entity adds richer flexibility to create, update or remove values without having to involve IT. You can easily control who can edit the list by leveraging the security roles on the custom entity. However, if your list rarely changes (e.g. list of countries) and it needs to go through IT then you should probably use Option Set.

2. Do you need to support multiple languages?
For us in Canada we usually always implement CRM in both English and French. If your industry list is defined as an OptionSet you can support languages much easier because it is just a matter of translating labels so that each user will always see the list in their preferred language. However, if you use a custom entity, the list is data (instead of metadata) and data does not have the notion of language. Things get complicated here. The typical solution is to use a concatenated primary fields in which a workflow automatically appends English and French labels together with a separator. For example you have an industry record called "Travel / Voyage". But this gets too complex if you have more than 2 languages and creates unnecessary long labels. Not to mention language laws dictating which language should appear first can cause a headache. For this aspect, the winner is by far Option Sets.

3. Do you need to capture additional fields?
Imagine in our example, you also need to capture an industry code and size along with the industry name. It would be almost impossible to achieve this with Option Sets so you would definitely need to implement your industry list as a custom entity. Even if today you only need the name, consider whether it is likely that in the future you have to capture additional attributes and if so, you should favor using a custom entity over Option Sets.
4. Environment transport and synchronization
The nice thing about option sets is that when you transport a solution you are also transporting all the labels and values to your target environment and you are sure that the list is consistent in your dev/test/prod environments so you can rely on specific values existing in the list. However, if you implement as an entity, you will never know who will create, update or delete values from one environment and not the other. So you will end up with different value in each environment. Furthermore, you might end up with equal values but different Ids. For example, you might have industry "automobile" in dev with a specific GUID but the same industry in production with a different GUID. This takes me to the next point about:

5. Workflows and reports/views
You might want to do industry specific reports or workflows and include logic such as "if this customer is in the banking industry then do X". Using OptionSets this is safe because the value "Banking Industry" is consistent across all environments so you can add such condition to your workflow. However, if you use a custom entity, you cannot rely on values having the same GUID in all environments so you cannot define such logic safely. The workaround would be that in your workflow/view/report you say "if industry.name contains 'banking' then do X". This works in most cases but is not completely safe; for example, somebody might have renamed "banking" to "finance" and suddenly your workflow is broken. The safest is to use an OptionSet which you are sure will exist for a specific value. If you rely on reports and workflows such as the one described above you might be better off using Option Sets.

6. Dependent lists
Consider whether your list will have another dependent list. For example list of states/provinces depends on the value selected from the list of countries. You can achieve dependent lists as both OptionSets and custom entities. The only difference is that for custom entities it is easier because you don't need to write any code, simply configure the form to show only states/provinces related to the country selected (assuming there is a relationship between state/province and country). I think this is the least important factor but is a small advantage of custom entities as it is easier to filter the list based on another related value. If you define your list as a custom entity you can even do advanced filtering such as displaying only industries which exist in the country of the current lead (assuming N:N relationship between country and industry). That can be much harder to do via OptionSet (custom development) while it is just a matter of configuring the form in the case of custom entity.

I usually go in the order above to make a decision as the first items have more impact than the last items of the list above. I hope this can help you assess the best solution for your situation, let me know if you have other considerations I missed!

Wednesday, October 14, 2015

Comunidad CRM y la Mesa de Expertos – Otoño 2016

Announcing the Expert Table for Fall 2016 for my Spanish readers, don’t miss out this event!

Come lo ha venido hacienda la Comunidad CRM, estará presentando las novedades de CRM 2016 por medio de una mesa redonda con la participación de varios MVP de habla hispana . Desafortunadamente no podré asistir a este evento puesto que estaré de viaje. Sin embargo, no se pierdan esta increíble oportunidad de aprender sobre las novedades de la próxima versión de CRM y sobre todo la oportunidad de hacerle preguntas a nuestros expertos en vivo. Registrate aqui! Este es el extracto de introducción a la próxima mesa:

Si, leíste bien. CRM 2016. Ya se asoma una nueva versión que estará disponible tanto en CRM Online como On-premises y cargada, muy cargada de novedades por demás interesantes.

Es por ello que los expertos más destacados de habla hispana en Dynamics CRM se vuelven a reunir para compartir las novedades de esta nueva versión, entre otras:

  • La nueva experiencia de servicio – el Interactive Service Hub
  • La nueva versión de la Base de Conocimiento
  • Power BI para Servicio
  • La nueva app para Outlook
  • La nueva búsqueda
  • Trabajo desconectado (“offline”) y novedades en las apps móvliles
  • Plantillas para integración con Excel y Word
  • OneDrive
  • Novedades de la plataforma
  • Social CRM

Y hay muchas más novedades! Inscríbete y compártenos que opinas de CRM 2016. Recuerda utilizar #mesa2016.

Aprovecho también para felicitar a los líderes de la comunidad de todo su esfuerzo para compartir contenido y crear conocimiento a nivel mundial sobre CRM en español. También los invito a navegar el sitio para ver la cantidad de recursos y cursos a su disposición.

Tuesday, October 13, 2015

Don’t forget your case title and customer

Case is a special entity in CRM because it has many out-of-the-box special logic.  Sometimes this can be problematic as it forces us to use some fields we might not need.

I’ve always found many customer scenarios in which the “Customer” field adds no value to the case and we would like to remove it. Although less often, you might have found a scenario in which the “Title” field of the case is also not needed. The bad news is that CRM forces you to use those 2 fields in the case, otherwise you might encounter some issues.

For the “Customer” field you can get around it but you need a plugin which is going to set your customer to a dummy hard-coded customer on the Pre-Validate operation whenever a case is created. I haven’t seen this work with sync workflows or business rules (although I haven’t investigated much), unfortunately seems like a plugin might be required for this. Once you have this plugin you can simply hide the Customer field from the form, make it read only and remove this field from all the views. Then your Customer field will be used but not really used. Note that in order to hide this field from the form you might want to make it read-only and then move it to a new "section and hide the entire section. This will help you keep things clean on your form by moving all the “unused” but “locked” fields in a hidden form section.

Regarding the title field, CRM will not prevent you from not using this field. You can also hide it an make it read-only and things will seem to work fine. However, as soon as you start using SLA’s you will run into this problem:

Workflow '{F5245D54-9BA6-4E4B-AB86-9131A076FB4D}' failed due to error: Unhandled Exception: System.Collections.Generic.KeyNotFoundException: The given key was not present in the dictionary.
   at System.Activities.WorkflowApplication.Invoke(Activity activity, IDictionary`2 inputs, WorkflowInstanceExtensionManager extensions, TimeSpan timeout)
   at System.Activities.WorkflowInvoker.Invoke(Activity workflow, IDictionary`2 inputs, TimeSpan timeout, WorkflowInstanceExtensionManager extensions)
   at Microsoft.Crm.Workflow.SynchronousRuntime.SynchronousWorkflowActivityHost.ExecuteWorkflowUsingInvoker(Activity workflow, ICommonWorkflowContext context)
   at Microsoft.Crm.Workflow.SynchronousRuntime.SynchronousWorkflowActivityHost.StartWorkflow(WorkflowActivationData activationData, ICommonWorkflowContext context)

As you might know, SLA works as workflows behind the scenes. As soon as you create SLA’s there are some background processes (workflows) created which represent the SLA you have created. Some of these workflows are synchronous and it turns out that if your case has no title, the workflow fails with the above error message preventing the creation of the case. This can be easily fixed by either using the case title or placing some dummy value in it. In our case we simply copied the ticket number into the case title. However, one must admit that it is difficult to arrive to such conclusion from the error message above, that is why I’m sharing this finding, I hope you find it useful!

Monday, September 14, 2015

CRM 2016 announced! My favorite features to look out for


You might have seen the press release (http://news.microsoft.com/2015/09/08/microsoft-reinvents-productivity-with-upcoming-release-of-customer-engagement-solution/), CRM 2016 is no longer under NDA and will be released by Q4 of this calendar year! Below is a very quick summary of favorite features I have extracted very high-level (in bold are my biased favorite features!) but if you’d like to read more about it, I suggest you review the release preview guide: http://download.microsoft.com/download/D/5/D/D5D38A09-6A5C-4DC0-8649-3A4F39A8F8F3/Microsoft_Dynamics_CRM_2016_Release_Preview_Guide.pdf




1.    Full offline support to create, update and delete records while offline. *
2.    Open SharePoint/OneDrive documents from CRM mobile app.
3.    App-to-app deep linking
4.    New UI controls and ability to bind data fields to UI controls
5.    Task bases experiences: Show relevant data from multiple records in a single screen for a given task*
6.    Preview phone/tablet experience from browser while designing forms.
7.    Full web resource (IFRAME) support in mobile.
8.    Integration with Intune for secure CRM data with Mobile Application Management (MAM) in BYOD scenarios.


1.    Data encryption for CRM server
2.    New data centers in Canada (Toronto and Quebec City) and India
3.    Bulk Data Loader tool


1.    Enhanced modern API: REST, OAuth 2, JSON, OData v4.
2.    Next Generation Search: Multi-entity search with relevance ranking*
3.    Azure Machine Learning: Easily configure ML integration for product cross sell recommendations*


1.    CRM app for Oultook (PC / Mac / any browser) *
2.    Excel integration including mobile/tablets and Excel templates for viewing sales data
3.    Consolidated document storage integration from SharePoint, OneDrive and O365 groups.
4.    Document Generation: in one click generate Word/Excel documents from CRM data (orders, invoices, etc.)
5.    Cortana integration*
6.    Single- and Multi-stream service hubs dashboards
7.    Re-designed forms for cases, accounts, contacts and activities with reduced clicks, wall filtering, quick actions on related records.
8.    External Party Access: Give access to your CRM data to third party (customers, partners, etc.)
9.    Enhanced knowledge management curation process.
10.    CRM surveys sent to external people (email/web). Results and analysis captured in CRM. (requires Azure to host feedback page)
11.    Field Service Capabilities (FieldOne acquisition)


1.    Enabled SMS channel for marketing campaigns (inbound/outbound) in MDM
2.    HTML email rich editor in MDM


1.    Centralized auditing configuration
2.    OOB integration with Azure 3rd party systems like HDInsights
3.    Stability and Performance enhancements
4.    Simplified install & upgrade experience. Custom DLLs distributed through CRM server configuration.
5.    PowerBI dashboard


1.    Feeds from custom sources (RSS) and non-public sources (Yammer)
2.    “Intelligent Social”: Target accounts and share content, detect potential leads vs. cases
3.    Improved sentiment analysis by domain-specific models.
4.    Groups and custom roles
5.    Social Center: Post to Facebook/Twitter with rich multimedia content from social center.

* Only available in CRM Online.