Tips to Install CCA for CRM 2011

The Customer Care Accelerator for Microsoft Dynamics CRM 2011 delivers contacts center functionality. The CCA for Microsoft Dynamics CRM will work with all deployment models for including on-premise and Microsoft Dynamics CRM Online.

You can follow below Steps to Install CCA:

1.       To install CCA you need to download the setup from Microsoft Marketplace. The installation package contains source code, binaries, customizations, and documentation.

2.       Unzip the downloaded file. It contains an Accelerator folder (CCA setup files) and a UII folder (the UII framework install files). You also get a couple deployment guides.

3.       From the UII folder run the executable file (32 bit or 64 bit). It is a simple installation process. While installing you will be asked to specify the organisation name where you intend install CCA. Please refer below screen. Specify the Organization Name and proceed with complete package install to use all features of CCA.

 4.       Now from the Accelerator folder run the 32 or 64 bit executable file. This will unzip few more files into the install folder. After this run, the “Microsoft UII” folder will contain all the source code and other files which are required to proceed with the further steps.

5.       In next step you need to import some solution files in CRM. Import the two solution files listed in below screen shot:

           a)      Import the solution “UiiForMicrosoftDynamicsCRM2011_1_0_managed.zip” from the location specified below:

b)      Import another solution “ReferenceImplementationforUII_1_0_managed.zip” from the location specified below.

 

  6)       After importing the above managed solution you need import below specified data files which you need to map with “UII Hosted Applications” entity as shown in below screen.

(Note: Please make sure that you have installed standard Sample Data in your CRM. Go to Settings -> Data Management -> Sample Data and install sample data into your system)

 

 While Importing these files you need to fix the 2 field mapping errors before you process the files which are listed below:

 Map the Above fields to their associated field and proceed with import.

7)      Next Step is to generate “RIConfigLoader” application. For this you need to follow the instructions from the UII Deployment Guide to Install UII Component.

8)      Open the “Microsoft.Crm.Accelerator.Cca.AgentDesktop.sln” solution file and build the solution.

To resolve this issue you need to download the “Microsoft.Practices.CompositeUI.Windows.dll”, add reference to the project and build the solution. This will generate the “RIConfigLoader“ application. Run the application shown in below screen shot.

9)      Once you run this, you will get the below screen to connect with CRM.

Provide the connection details required to connect to CRM. To get the CRM Service URL Go to Settings -> Customizations -> Developers Resources. Look for the Discovery Service URL. When the connection is successful you need to select CRM Organization and click on “Deploy” as shown in below screen.

10)      Go to the location where Agent Desktop’s “config” file is located and open it in Notepad. We only need to change the Organization Service URL and Authentication Mode in the “AgentDesktop.exe.config” file as shown in below screen shot.

11)      Run the Agent Desktop Application.

12)      You will get the pop up of CCA Agent Desktop screen as below.

13)      When you click the Case it will automatically navigate to the Customer i.e. Account page. You can also find the Task explorer where you can select workflow list from which you can initiate a CCA workflow as shown in below screen shot.

14)      When you select “Service Case By Phone” and follow the steps you will get the below screen to Dial a Number on the step of Call Customer.

15)      After this you can add your notes in the Text Box to update Notes in the Selected Case. Please see below screen shot.

How to get all the selected records id for the bulk edit form

Further to one of our previous blog spot

We can write scripts on bulk edit form to check that the entered field value is unique for the selected group of records. If the value is duplicate then the user should get an alert and the bulk edit form should be closed.

To achieve this, we need to retrieve all the records and compare the new value with the existing values.

But to retrieve we require the ids of all the selected records for bulk edit. To get ID we normally use

Xrm.Page.data.entity.getId()

But this will not give us the id of all the selected records. To get ids of all selected records we need to use a window command window.dialogArguments.

 //check whether the form is bulk edit form

 var formType = Xrm.Page.ui.getFormType();

if (formType == 6)
{

 //Read ids from dialog arguments

 var records = window.dialogArguments;

 for(i=0; i<records.lenght;i++)
 {
   alert(records[i]);
 }
}

Hope this helps and is useful!!

Outlook Authentication issue fixed in Rollup 8

We have noticed this with the Online and IFD environment, that, if you are using "CRM 2011 Outlook Client" and try to open any web resource like html file and Silverlight application (.xap file) or any entity record using window.Open() or Response.Redirect() then you get prompt for user name and password.

Window.Open() methods opens the CRM record in the browser (IE) and outlook does not pass your CRM credential. As you are not logged-in in the CRM from browser (IE), it asks credentials of user.

If you are already logged-in from browser and open CRM record from Outlook client then it will not prompt for the user credential.

Microsoft has released Rollup 8 which exposes two new methods through SDK. These methods will open window in the process Outlook.exe instead of Iexplore.exe. So it will not ask for credentials.

Below are two methods:

 

     1)  openWebResource(string webResourceName, string webResourceData, int width, int height):

This opens a HTML web resource page.

             i.   webResourceName: This is the name of the web resource that you want to open.

             ii.  webResourceData: Parameter that is to passed to the web resource. Web page (HTML) or Silverlight Web resource page can only accept a single custom parameter called data.

              iii. width: Width of the window

              iv.  height: Height of the window.

 e.g. Xrm.Utility.openWebResource("new_/pages/test.html",null,700,700);

 

 

     2)  openEntityForm(string name, string id, Dictionary parameters):

This opens an entity form dialog e.g. Account record.

 

                  i.            name: Name of the entity of which record is to be opened. e.g. account.

                  ii.           id: GUID of the record. e.g. "89A2F3FB-18FF-E011-A003-00155D005515".

                  iii.          parameters: Parameter that is to passed to the record. 

e.g. Xrm.Utility.openEntityForm("account","89A2F3FB-18FF-E011-A003-00155D005515",null)

Quick Tip - Allow Lookup fields to search by multiple attributes

Lookups as you know in CRM show a list of records of a related entity. Using the lookup, you can search for records by typing in the search key words to filter the list.

This search is performed on all fields that is listed in the Find columns in the Quick Find View of the entity.

Instead of clicking the lookup button, the same search can be performed by directly typing in the search string in the lookup field.

The Lookup field is designed to auto-resolve the text to a matching record in the lookup entity.

This little known feature is very helpful in cases, where you identify the records not by thier names but by a unique id. Take for example you have a form in CRM that you need a user to fill in, and the user is aware of the SSN # of the contact and it would be a time saver if the user could type in the SSN# in the Contact lookup and it would auto-resolve to the Contact.

To acheive this follow the steps below

1. Customize the Contact entity
2. In Views, Select Quick Find View

3. Click on the Add Find Columns

4. Check the SSN field

5. Save and publish the entity.

Open the Account form. In the Primary contact type in the SSN# and tab out...

It will auto resolve to the contact that has that SSN# assigned.

Hope this little trick saves a lot of data entry time!

R8 aka Q2 2012 Service Update Plans revised

The Q2 Service Update plans have been revised. As per the road map made available earlier this year, Q2 Service update was all about "CRM Anywhere". It planned to include Cross Browser availability and Mobility that would let Dynamics CRM be accessible "anywhere" be it any browser or any device.

However in the recent Press Release posted on 6th July, Cross Browser availability and Mobility plans have been delayed and these would not be included in the Q2 update. Here is what it says

On July 19th, as we committed, our Q2 release will include Microsoft SQL Server 2012 support, Industry templates and certifications for our online service. After listening to the feedback from our customers and partners we are delaying availability of Microsoft Dynamics CRM Mobile and cross-browser support. These were previously scheduled to be delivered in the Q2 2012 Service Update, and we now plan to deliver them in the service update scheduled for Q4 2012

You can read the entire post here

This was one of the features that I was most excited about and I am little disappointed with the delay... Q4,,, a bit too long a wait :( Nonetheless it is always better to have a great finished product than half-baked one and as long as this feature is made available in the future with no scope for issues/errors.... I would be willing to wait...

Waiting for a great Cross-Browser Release!!!