13 New CRM 2013 Videos Available in the CRM How-to Portal

The launch of Microsoft Dynamics CRM 2013 brought many new and exciting features. PowerObjects has produced a series of videos to help users navigate through these new features in our CRM How-to Portal. From overview to integration, these videos cover topics ranging from the new interface, using CRM on mobile devices, and the integration of Yammer.

What is the CRM How-to Portal? Set up as a do-it-yourself learning tool, the portal is a collection of video tutorials brought to you by PowerObjects' Microsoft Certified Trainers that educate you on how to implement, navigate, and take advantage of all things CRM. The portal is free, and it only takes a moment to register and gain access to content.

howto portal

Without further ado, here are the CRM 2013 videos. Sit back. Have a cup of coffee. Enjoy!

Eager to learn more? Check out additional videos in our How-To portal.

Happy CRM'ing!

Everything You Need to Know About Task Flows

Task flows are an awesome feature available in Microsoft Dynamics 365, and in today's blog, we're giving you the 411 on everything you need to know about them!

What are Task Flows?

Task flows are a user-level approach to managing business processes on the mobile device. In fact, they're actually a subcategory of Business Process flows. Task flows are different from business process flows in that they can be executed by multiple users at the same time on the same record. They also benefit your users by making the underlying CRM data model transparent in the Mobile user interface. User level task flows offer guidance in the mobile UI where the full business process flow form might just be too much information to manage.

Before we get started, you should be aware of three important points:

1. Task flows are currently available for Mobile CRM Mobile app only.

2. Task flows are officially in preview mode (meaning this feature has not yet been completed, but has been made available with limited or restricted functionality with the goal of soliciting feedback from customers).

3. Task flows must first be enabled or turned on and you must accept the license terms before the feature can be used.

Now we can get to the good stuff! First off, let's take a look at how to create a task flow.

How to Create a Task Flow

To create a task flow, you need to access the Processes area under Settings.

1. First, navigate to Settings > Processes > New.

2. For the Category, select Business Process Flow.

3. Then, select the Type Run the process as a task flow (Mobile only).

Task Flows

How to Enable Task Flow Functionality

As we mentioned earlier, task flows must first be turned on or enabled before they can be used. As you can see in the image above, the option to create a task flow is not available since it has not been enabled. To turn on task flows, you need to access the Preview section under System Settings.

1. First, navigate to Settings > Administration.

2. Next, go to System Settings and select the Preview tab.

3. Check that you have read and agreed to the license terms.

4. Select Yes for the Enable Task Flows for Mobile Preview section.

Task Flows

Once enabled, the option to create a task flow will be made available:

1. Navigate to Settings > Processes > New.

2. For the Category, select Business Process Flow.

3. Then, select the Type Run process as a task flow (Mobile only).

Task Flows

That's it! For more tricks and tips, make sure you subscribe to our blog and check out some of PowerObjects' awesome webinars, where we delve into all that's new and exciting with Microsoft Dynamics 365.

Happy Dynamics 365'ing!

How to Use Workflows to Find Cases Not Yet Assigned to a Queue

Have you ever wanted to create a view of cases that have not yet been assigned to a queue in Microsoft Dynamics 365? Today's blog will walk you through a method using workflows that can help you identify these cases. You can use this method to build a custom view of cases not yet assigned to a queue. Let's get started!

Create the Fields
The first step is to add a field to the case noting the queue that it is assigned. Since this field is only meant to be a flag to help you determine the cases that are not assigned to a queue, you can make this a text field.

cases not yet assigned to a queue

While we are at it, we sometimes also want to report on the original queue to which the case was assigned. In that case, we can create an Original Queue field as show below.

cases not yet assigned to a queue

Create a Workflow
The next step is to create a workflow that populates the above fields. Navigate to the system customizations > Processes area.

cases not yet assigned to a queue

Click on the New button to create a new workflow. Give the workflow a name of your choice, set the category to workflow and set the entity to Queue Item. See example below.

cases not yet assigned to a queue

Set the Header of the Workflow to Run
Set the workflow to run on create of the Queue Item and check "Record fields change" in the "Start When" section.

cases not yet assigned to a queue

Click on the "View" link next to the "Record fields change" to select the "queued" as show below.

cases not yet assigned to a queue

Add Workflow Steps
Since we only want the workflow to run when queue items are created for cases, we can add a conditional step to only execute the steps if the workflow has a type of "Case." Below is a screen shot showing the if condition statement.

cases not yet assigned to a queue

If it doesn't have a type of case, we can exit the workflow and set the status to be cancelled.

See below for the detailed workflow steps.

cases not yet assigned to a queue

The first step after the "if" statement updates our custom queue text field with the name of the queue. To do this, you can set select the Queue field in the form assistant and add it to out custom queue field. See below.

cases not yet assigned to a queue

Field on Form:

cases not yet assigned to a queue

Next, we can populate our custom original custom queue field. First, using an if statement, we test to see if the Original queue field contains data. If it does not, we update the field just as we updated the custom queue field and then stop the workflow as succeeded. If it does already have data in it, then we stop the workflow as succeeded since we don't want to overwrite the data in the original queue field.

Create a Custom View to Show Cases not Assigned to Queues
Now that we have setup the fields and workflow to populate the fields on the case, we can create a custom view to show the active cases that are not in a Queue.

An easy way to do this is to open the active cases view and save as "Active Cases not in a Queue". That way, you already have the same columns that you have in the active cases vies. Next, you want to change the filter criteria. If you click on the "Edit Filter Criteria" link on view, you will get a pop-up allowing you to set the filter criteria. You only need to add the filter criteria of where Queue does not contain data. See screen shot below.

cases not yet assigned to a queue

Click "OK" and save the view. Once you publish, you will be able to see the new custom view showing you all the cases that have not been assigned to a queue yet.

And there you have it! If you are interested in learning more CRM tips and tricks for Dynamics 365, check out our wide range of educational offerings!

Happy Dynamics 365'ing!

Smarty Pants? Happy Dance! Online Learning Resources Galore

If you love learning and increasing your company's CRM knowledge, you will be delighted by all of the online resources that PowerObjects has to offer. Because we are passionate about helping your organization utilize Microsoft Dynamics CRM to the fullest, we design and develop custom online learning resources that allow you and your team to learn anytime, anywhere. Today's blog will highlight three of the many options that are available to you.

1. Enterprise Communication Videos
When considering or executing a CRM implementation or update, have you ever been worried about getting your entire team on board and in-the-know about the new technology? These short, customized videos can help you promote CRM to multiple audiences in your organization. To support user adoption, these videos offer compelling reasons why an upcoming implementation or upgrade will positively transform your business process supported by CRM technology and how it will improve day-to-day operations.

Your team without Enterprise Communication Videos...

Your team with Enterprise Communication Videos...
online learning resources

2. How-To Videos
Whether you are looking for tools to assist with training new employees or increasing your current team's CRM know-how, we can create a custom resource library of micro-learning, how-to videos based on your team's unique needs. These short videos (2-5 minutes) focus on one specific task at a time to boost retention to an all-time high. Users will be able to watch a demonstration of your system and immediately apply what they have learned.

How you will feel using our How-To Videos...
online learning resources

3. Interactive eLearning Modules
It's always a good thing for employees to have opportunities to develop new skills when it comes to using CRM. That said, do you ever worry about the errors that might occur when your team is testing out new skills for the first time on your live CRM? Our interactive eLearning modules offer an effective solution by creating an immersive experience of CRM in a practice environment.

Why Interactive eLearning Modules are great.... practice makes perfect!
online learning resources

For more information about creating these online custom learning resources for your team, contact us today!

To learn about more of the learning resources that PowerObjects offers, check out our Education pages:
Education Overview
Webinars on Demand
Dynamics CRM Videos
The CRM Book

Happy CRM'ing!

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