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{How to} Enable record ownership across Business Units in Dynamics 365

uk365guy

Hello Everyone,

Today I am going to show how to enable record ownership across Business Units in Dynamics 365.

Let’s get’s started.

Normally User A from Business Unit A with Role Y – All contacts of the Business Unit A.

User B from Business unit B with Role Y – access – All contacts of the Business Unit B.

Here the USER A can not Contacts of Business Unit B vice versa.

This is usually called a hierarchy structure security.

Modern Matrix data access structure

With introduction of the Modern Matrix data access structure (Modernized Business Units)

Customers can use an organization structure where data is compartmentalized in a tree-like hierarchy, and users can access any business unit’s data regardless of what the business unit the user is assigned to.

When we associate a user with this environment, we can set the user to be in one of the business units.
For each business unit that a user needs to access data, a security role from that business unit is assigned to the user.

When the user creates a record, the user can set the business unit to own the record.

Let’s see an example:

User A can be assocoated with any of the business units, including the root business unit. A security tole Y from Divison A is assigned to user A which gives the user access to Contact #1 and Contact #2 records.

A security role Y from Division B is assigned to user A which gives the user access to Contact #3 record.

How to enable this feature?

Note: If you to enable this feature, you will need to publish all your unpublished customizations tables for the feature.

If you find that that you have any unpublished tables that are not working with this feature after you have turned it on, you can set the RecomputeOwnershipAcrossBusinessUnits settings using the OrgDBOrgSettings tool for Microsoft Dynamics CRM.

Settings RecomputeOwnershipAcrossBusinessUnits to true allows the Owning Business Units field to be set and updated.

Go to Power Platform Admin Center:

Set the environment and then settings > Features:

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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{How to} Show Support requests to all users on Power Platform Admin Center

uk365guy

Hello Everyone,

Today I am going to show support requests to all users on Power Platform Admin Center.

Let’s get’s started.

Login into Power Platform Admin Center.

Then go to settings > Tenant Settings:

Select the Support requests visibility and turn on the button and save.

So when users login they can see the support requests.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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{How to} Anywhere365 WebAgent Integration with Dynamics 365 Customer Service and Microsoft Teams

uk365guy

Hello Everyone,

Today I am going to share some points related to the Anywhere365 Integration with Dynamics 365 Customer Service and Microsoft Teams.

Let’s get’s started.

Anywhere365 WebAgent:

Is a powerful tool for contact center agents and knowledge workers.

1. What is Anywhere365 WebAgent?

Anywhere365 WebAgent is a modern agent workplace designed to enhance collaboration, communication capabilities and real time insights. It provides a unified view of customer interactions, making it easier for agents to handle queries and deliver exceptional service.

Key feature include:

Native Integration: WebAgent is native for Microsoft Skype for Business, Teams and WebRTC.

Cloud Based Extension: Extend WebAgent to remote office or work at home contact center agents and acknowledge workers.

Integration Options: WebAgent can be used standalone or integrated with popular platforms such as Dynamics 365, Salesforce, ServiceNow, SAP C4C or Bullhorn.

Multi Channel Support: It seamlessly handles interactions across various channels ensuring consistent service quality.

Real Time Insights: Agents again visibility into ongoing conversations enabling better decision-making and personalized responses.

2. Why is WebAgent Important:

Efficiently managing customer interactions is critical for contact centers, WebAgent empowers agents by:

Streamlining workflows
Providing context rich information
Enabling collaboration with Collegues.
Enhancing overall customer experience.

Anywhere365 is a third party product suitable to make integrations with Dynamics 365 Customer Service + Microsoft Teams.

Before we start Integration, you must check below roles for the Dynamics 365 Customer Service + Microsoft Teams Administrator:

1. Anywhere365 License assigned to the user who are going to configure the environment
2. Microsoft 365 Global Administrator role to the user who are going to configure the environment
3. Dynamics 365 Customer Service System Administrator role

Note: With the Microsoft 365 Global Administrator role also you can configure both the integrations for the required environment and user.

So purpose of Anywhere365 WebAgent Integration with Dynamics 365 here

Anywhere365 Integration with Microsoft Teams is here

Remember, with Anywhere365 WebAgent, your agents can handle customer inquiries with ease, whether they’re working remotely or in a traditional office settings.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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{Do you know} Omnichannel Rate call quality and provide feedback on improvements

uk365guy

Hello Everyone,

Today I am going to share my thoughts on rate call quality and provide feedback on improvements.

Let’s get’s started.

Omnichannel agents answers voice calls and chat, once conversation finishes, then next call so forth.

So with the introduction of rate a call quality provides feedback automatically after a configurable percentage of calls.

This mechanism empowers you to identify and rectify any issues affecting customer experience that might be overlooked by traditional service metrics.

By addressing potential pain points, we can elevate call quality, bolster customer satisfaction and enhance your overall business performance.

Call ratings will enable to:

Leverage a star rating at the end of a configurable percentage of calls, where 5 is considered excellent, 4 is good, 3 is okay, 2 is poor, and 1 is bad.

Share what could have been better for ratings of 4 and below.

Admin can choose to configure this rating to show up after every 1 call to 100 calls and run this survey for a specific time period.

That’s it for today.

I hope this helps.
Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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