From the Microsoft Dynamics 365 CRM Blogs: Workflow automation; New card visual; Voice greeting; Focused view

This week on the Dynamics 365 CRM blog roundup:

• Workflow automation in Dynamics 365 CRM: triggering actions on email send and receive events
• New card visual in Power BI report within Dynamics 365 CRM
• Omnichannel for Customer Service – voice greeting
• Staying focused with Dynamics 365 CRM’s focused view

Workflow automation in Dynamics 365 CRM: triggering actions on email send and receive events

An author writing on the Inogic blog, stated that recently the team was working on a customer requirement that required them to handle two specific scenarios: creating a phone call activity when an email is sent and creating an appointment when the email is received.

The author stated that the team tried two ways to meet this requirement. The first thing they tried was creating a single workflow called "SendReceivedEmail" that would trigger when the status of the email status changed.

This workflow would create a phone call activity when the status reason was set to 'sent' and an appointment activity when the status reason was set to 'Received.'

However, the team soon discovered that with this approach, the workflow was triggered three times for each email that was sent. The author stated that the second approach was to develop two separate custom workflows: one to create a phone call activity when an email is sent and one to create an appointment activity when an email is received. Although this approach worked as expected, there was an issue if the email status never changed.

The author explained that after doing some research, the team came up with a better solution to ensure that the workflow worked properly.

Omnichannel for Customer Service voice greeting

On his Dynamics 365 blog, Neil Parkhurst stated that recently Microsoft added a new automated message to the voice channel within Omnichannel for Customer Service. In his blog post, Parkhurst explained why this is significant.

He stated that he has never been totally happy with the initial experience a customer has when a phone call connects with Omnichannel for Customer Service, in part because they often hear hold music before a human or a bot answers. However, Parkhurst stated that a dead phone line would be even more annoying.

Parkhurst explained that he has tried a few approaches to get around this issue, although none totally solved the problem. Fortunately, Microsoft has now created a new automated message that solves this issue and he explained how to set up the feature.

Staying focused with Dynamics 365 CRM's focused view