Spring ’14 Wave Update: Setting Up Automatic Case Creation Rules in Dynamics CRM

Whenever we are working with cases in Microsoft Dynamics CRM there is always a need to automatically create cases based on defined business rules and from multiple channels like email, chat, etc. Many of us have already achieved this in earlier versions of Microsoft Dynamics CRM by creating Custom Workflows. There are many articles available on the web you can find that shows you how to do it. With the Spring '14 Wave Update this can now be achieved with no knowledge of workflows and in less time. In the next section I will describe you on how to create automatic case creation rules.

1.    Pre-Requisites

To create automatic creation rules you will need to make sure that you have the correct permissions set within Microsoft Dynamics CRM and email routing or Service Side Sync is setup properly. Make sure your user profile contains either System Administrator, System Customizer or Customer Service Manager roles. A new tab called Service Management has been added which allows you to set specific permissions required to manage automatic creation rules for cases.

Spring ’14 Wave Update: Setting Up Automatic Case Creation Rules in Dynamics CRM

2.    Create a Rule

Once you have taken care of pre-requisites then go to Settings [Microsoft Dynamics CRM => Settings] and under Settings you will see a new tab called Service Management especially to manage service related functions within Microsoft Dynamics CRM.

Spring ’14 Wave Update: Setting Up Automatic Case Creation Rules in Dynamics CRM

You will see many functions that are now available within Service Management including Automatic Case Creation Rules. Click on Automatic Creation Rules which will show you the list of existing rules. If you would like to edit existing rule then simply select the desired rule and click Edit on the command bar. To create a new rule click on the + New button on the command bar.

Spring ’14 Wave Update: Setting Up Automatic Case Creation Rules in Dynamics CRMSpring ’14 Wave Update: Setting Up Automatic Case Creation Rules in Dynamics CRM

Now, it is time to fill in the information that is necessary to make the rule work. Let's look at each of the attributes or fields on this rule form.

Spring ’14 Wave Update: Setting Up Automatic Case Creation Rules in Dynamics CRM

Name – Represents a unique name for the rule. In my example, I named it as Vehicle Claim by Email a combination of queue & channel.

Source Type – Either email or social monitoring which indicates the case to be created automatically from email or social messages. I have selected my source type to email.

Queue – Select the queue that is applicable to this rule. For my rule, I have selected Vehicle Claims Queue. Please note that if your source type is email then make sure the email address that we are using for this rule is specified in the selected queue otherwise a case will not be automatically created.

Spring ’14 Wave Update: Setting Up Automatic Case Creation Rules in Dynamics CRM

Owner – Default to who is creating the rule.

Specify Conditions for Case Creation – These are pre-defined conditions that are available within Microsoft Dynamics CRM. These conditions change based on selected Source Type in this rule. You can select 0 or more conditions.

For Source Type of email you will see the following conditions:

Use this option if you want to convert email messages from an unknown senders into cases. If you don't select this option then cases are created only from senders who have either CRM contact or account record.

Use this option if you want to create cases only if a valid entitlement exists for the customer who is sending the email. This will only work if the contact parent account has a valid entitlement.

Use this option if you want to create a case if the email is related to a resolved case. If the email is related to an active case a new case won't be created. If you select this option then you can also select duration. A case will be created only if the case is resolved earlier than the duration specified.

For source type of social monitoring you will see the following conditions:

Spring ’14 Wave Update: Setting Up Automatic Case Creation Rules in Dynamics CRM

Create cases for blocked social profiles – Use this option if you want to create cases from social posts from blocked social profiles.

Create cases for private messages only – Use this option if you want to create cases from social posts that are sent as direct or private messages to the queue specified in the case conversion rule. Otherwise, cases will be created for all social posts including public messages (timeline).

Specify Auto Responses for Case – Use this option if you want to automatically send email responses to the sender of the email after a case for the email is created. You can also select the email template to use for the email.

Spring ’14 Wave Update: Setting Up Automatic Case Creation Rules in Dynamics CRM

Now, you can save the rule by clicking on Save on top. By default, the title field of the new case is set to the subject of the email and the customer field is set to the sender of the email. If the sender of the email is a contact with a parent account, the customer field is set to the parent account, and the contact field is set to the sender of the email. To change case properties you can add case details as shown in step three below.

3.    Specify Case Details

To define the conditions for creating a case and specify the case properties click on + in the Specify Case Details section.

Spring ’14 Wave Update: Setting Up Automatic Case Creation Rules in Dynamics CRM

Like the one I have defined for my rule. I want to create a case every time an email from customer "GK-Company" comes into the claims queue. I also want to set the case priority to High.

Spring ’14 Wave Update: Setting Up Automatic Case Creation Rules in Dynamics CRM

Spring ’14 Wave Update: Setting Up Automatic Case Creation Rules in Dynamics CRM

This will make sure that the sender is from "GK-Company" and will automatically set the priority to High. The final rule will look something like this below. Note the message that shows up. Rule will not be effective until it has been activated.

Spring ’14 Wave Update: Setting Up Automatic Case Creation Rules in Dynamics CRM

To activate the rule click Activate on top.

Spring ’14 Wave Update: Setting Up Automatic Case Creation Rules in Dynamics CRM

That's it! Create automatic creation rules in combination with routing rules to automatically create cases and route them to appropriate users or queues. If there are any other questions head over to our blog for the latest news and educational materials. Happy CRM'ing!

The HitchHiker’s Guide to Dynamics CRM Implementation

OK, so you've been hearing about your company's new upcoming Dynamics CRM implementation for months. The project starts in a few weeks and you want to be as equipped as possible. Preparing for a CRM implementation doesn't need to be like being on an episode of a doomsday survival TV show. Obviously some additional duct tape, a towel and a store of extra drinking water aren't a bad idea, but here are 10 preparation tips that will make your next few months easier:

1. Know Your Role(s)

Identifying Stakeholders/Subject Matter Experts is one of the first steps in preparing for a successful CRM implementation. Ensuring that all of the right people are on board from the beginning will avoid roadblocks later in the project. This means reaching out early and often. Being able to ask specific questions to the individuals that use the systems on a daily basis will help guarantee that the correct requirements are being gathered. This also means that you'll probably have to talk to the squirrelly guy in sub-basement B. Whuughh!

2. "You are HERE"

Having a complete comprehension of current day processes allows for greater transparency into present redundancies, inefficiencies and/or pain points. Documenting these processes also allows for a referential state to refer to back to when discussing future plans. This also speeds up the learning curve for individuals you bring onto the project later. Like Power Objects' wonderful team of knowledgeable consultants.

3. Going Back to Get to the Future

Replacing the current day processes is great, but defining how you want to operate once the system is live is the ultimate objective. Determining why the as-is process is designed the way it is and if any business or system limitations exist that can be eliminated going forward is performed in this step. This is the dream stage. Think big. Think automation. Think about flying cars, auto-shoe laces and hover boards. Just remember, hover boards don't work on water.

4. Sharing (data) is Caring

CRM may not be the system of record for every entity in your line of business. Chances are there will be applications that will need to share data and communicate with each other. You may be thinking, "But isn't that how that how the machines become self-aware?" Yes, that's not for a few years though and also why you will want that extra drinking water and duct tape. Defining a list of applications and analyzing where additional development is required will give you a head start on building those dependencies early.

5. "The new field is connected to the key-field…"

Entity Models and Database Diagrams are integral parts to any CRM implementation. You know, those documents that have words connected by a bunch of spider webs? Apparently there are people who can read those. These "diagrams" allow that squirrelly guy in sub-basement B and his friends to be able to see how data passes across applications. Knowing where these documents exist or creating them up front will save you from having to scramble later in the implementation.

6. Think Inside the Box

It is important to understand the standard features and functions that are considered "Out of the Box" of Dynamics CRM. Every CRM implementation is unique, much like each business is. However, that doesn't mean that every area of CRM has to be 100% customized. Microsoft has previously and continues to build new standard features into each release of CRM, based on industry feedback. Understanding the Out-of-the-box functions will mean minimal customization later in the implementation as well as retaining closer adherence to Microsoft's support model. This will reduce the amount custom code to maintain in the future as new releases are deployed; which will also result in more energy drinks being available in the vending machine. Evidently coffee doesn't work fast enough for developers.

7. Setting Phasers to "Done"

Maybe you are an international enterprise organization that boasts global domination, or you could be a small business that has only begun your quest. Well however large your company might be, defining how you will roll CRM out and to how many employees is important. Phased approaches are often common, where only a specific business line will use the product for a set amount of time. The "light-switch" approach is an option, where go live takes place in an instant, much like turning on a light. Old systems are turned off and new systems are used going forward. This can be beneficial for speeding up the adoption rate and encouraging users to approach the learning curve of the new application.

8. Security!

Having a plan for which users to blame when things go wrong will have access to specific functionality is necessary for any CRM implementation. This not only applies to the functions but to information stored within your CRM database as well. Discussing which groups will be responsible for record changing, user creation and overall administration early in the implementation phase will lower the need for extraneous role creation. Discovering these groups should also help reinforce the future state process plans. An excess of security roles may indicate processes that can be condensed or eliminated.

9. C-R-M, It's easy as 1, 2, 3

It's said that enough monkeys with enough typewriters over time could write Shakespeare. Well fortunately, you're just teaching CRM and training should be much simpler since your organization just switched to a new Microsoft Office 365 plan. Determining the best types of training for an organization is paramount for successful user adoption. Some cultures learn better in classroom type settings, some in a train-the-trainer environment and others with thorough documentation. Most organizations find a combination of those methods successful. Getting a head start with any learning and development from the beginning of the project will ensure a much smoother roll out. The next biggest concern you may have is figuring out how many bananas to buy for your training class.

10. Toga! Toga! Toga!

OK, so a toga party might violate your organizations' dress code policy, but maybe it can be on casual Friday? This may seem like a joke, but celebrating the release of your new product is a vital step in the implementation process. While the business stakeholders have been discussing and planning this implementation for months, the end users have probably not seen a whole lot. They may know a change is coming, but are unsure of the details. Communicating details throughout the process is extremely helpful in combating the "CHANGE BAD!" mentality. Keeping the users engaged, along with generating some positive interaction prior to launch, will help instill comfort in adapting to a new system. On or shortly after the rollout date, hosting a launch party can help ease some of the nervous tensions and open up lines of communications across the teams. The occasional Negative Nancy may still exist, but we can't help you out much there. Maybe slide her an extra piece of cake?

There is an extensive amount of preparation, skill and work that goes into a successful CRM implementation. Discussing the items above as early as possible should help reduce or even avoid some of the headaches commonly found during the process. Please comment if you find these suggestions helpful and tell a friend so that they may benefit as well. If you didn't…well then perhaps you would like an extra piece of cake?

Happy CRM'ing

How to Install & Set Up a Card Scanner in Dynamics CRM

Are you in the market for a scanner that easily integrates with Microsoft Dynamics CRM? Well you are in luck! We have identified one that is both effective and user friendly. The IRISCard 5 Scanner features an option to directly load your scanned contacts into CRM or Outlook. Here's how to get things set up:

  1. After walking through the software installation process, a screen like this should appear:

Set Up a Card Scanner in Dynamics CRM

 

2.  You are now able to scan cards on the scanner and upload them into the software program. After scanning a few cards, you can import them onto the screen.

3. Now that you have some scanned cards on hand, you can now choose to Recognize them. This step is where the software identifies different contact information from the card.

4. Simply select a card and click Recognize and the program will identify the contact fields and fill in the information.

5.  Next, select Export. When a screen pops up asking for Business Card Formats, select Microsoft Dynamics CRM and click Export.

6.  Simply enter your domain CRM username and password and select OK.

7.  Next, the program will prompt you to find duplicates. You can search by company, first name, last name and email.

8.  If no duplicates are found, you may select OK, and your new contact will be exported into your CRM page under Active Contacts.

Here we see the final product: the scanned information sitting nicely in active contacts.

 

Setting up a Card Scanner in Outlook

Now let's work on how to set up the card scanner in Outlook.

  1. This time, when you select Export, click Microsoft Outlook rather than Dynamics CRM.

2.  Click Export, and the contact will be directly loaded into your Outlook contacts.

3. You can view your new contact in your Address Book under Contacts.

 

 

Setting up a card scanner for both Microsoft Dynamic CRM and Outlook has never been easier. The intuitive software makes for a quick install and you are on your way!

Happy CRM'ing!