473 Wednesday, June 1, 2016 |
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Automatically translate knowledge articles

Knowledge Management in Microsoft Dynamics CRM 2016 lets you create knowledge articles in one language and  translate them into other languages. Having your knowledge articles available in the different languages of your user base greatly increases the impact of the knowledge you maintain. In turn, this has a positive impact in driving employee and customer self-service scenarios.

Currently when you translate a knowledge article, CRM copies all the related information like Title, Keywords, Description, and Content into the translated version of the article. For example, when you translate an English article into Spanish, CRM copies the English article content into the Spanish article. At that point, you can manually translate the Spanish version.

Manual translation is expensive

While translating your knowledge base to help your users sounds like a great idea, the cost of translation prevents most companies from making it a reality. Translating content can be a significant investment for small or medium business owners.

Introducing automatic translation

Automatic Translation is a sample solution you can download and configure to enable Knowledge Managers in your organization to author and translate articles using machine translation. The sample solution can be downloaded from the Git repository. In the sample solution, we leverage the power of the Microsoft Translator API. Your Knowledge Managers can instantly make their knowledge available to all your customers in a matter of few clicks. This also drastically reduces your company’s translation cost.

How do I configure the Automatic Translation sample solution?

Download the Automatic Translation sample solution from the Git repository and import the managed solution into your CRM organization. The solution adds a sitemap entry for the AutomaticKMTranslationSetting entity under Service. This helps you manage Automatic Translation-related settings. As part of the initial configuration, you need to enter your Microsoft Translate API ClienID and Client Secret. The plugins use this to translate content with Microsoft Translate API using your subscription.

Please see Signing Up for Microsoft Translator to sign up for the Microsoft Translator API. At this time, you can take advantage of a free 2 million characters per month subscription available to all users.

Currently, the Automatic Translation sample solution persists the Microsoft Translator API key in plain text. You can use the permission model of CRM to restrict access to the , or you can use SQL data encryption options.

To automatically translate knowledge articles when you create a knowledge article translation, make sure that IsAutoTranslationEnabledis set to Yes.

01 - Translate Knowledge Articles

 

02 - Translate Knowledge Articles

 

How it works

The sample solution registers the AutoTranslationPlugin for the Create message of the KnowledgeArticle entity. It is a registered pre-operation in the event pipeline in a synchronous execution mode. When you create a knowledge article translation, the plugin is triggered. From the schema model of the KnowledgeArticle entity, the plugin identifies if it is a translation that is being created and from which language it is being translated from. All these details are passed to the Microsoft Translator API. The Microsoft Translator API respects the HTML fragments in your content and only translates the non-HTML content. Currently, the plugin handles the auto translation of the Title, Content, Description, and Keywords fields of the translation that is being created. You can modify the plugin to handle translation of other custom fields that you might be interested in.

On-demand translation

The solution also supports the translation of content on demand. For example, if you have created a Spanish translation for an English article, you can enter English text in the Spanish article to translate it with .

03 - Translate Knowledge Articles

Lead Management: Qualifying Lead To Opportunity

To qualify a Lead to Opportunity, follow these steps:

  • On the Navigation Bar, click SALES and then click LEADS.
  • In the Leads view, select and open the a lead record.
  • In the Command Bar, click Qualify. If the Duplicate Warning dialog appears, click Continue.

[Job] - Microsoft : Sr. Support Engineer-Microsoft Dynamics CRM

Company: Microsoft

Location: Las Colinax (TX), United States

As a Microsoft Dynamics CRM Support Engineer (SE), you are a technical leader and will be driving the discovery of potentially unique solutions for each customer situation as part of a team. We’ll provide you with abundant resources, including training, advanced diagnostic tools, the Microsoft Dynamics CRM product group, and the experience of tenured engineers around you. You will also have the opportunity to collaborate and help your colleagues by sharing the results of your investigation. In this professional role, your contribution and overall impact is self-directed and the opportunities are plentiful.

Troubleshooting at this level is not scripted. You will be responsible to resolve potentially unique solution for each of your customer’s situations. During the course of troubleshooting, you may uncover software defects and have opportunities to improve the customer experience as well as to influence the current and future design of Microsoft Dynamics CRM by working directly with the product team. Our continuous learning environment expects that you will develop ever increasing depth skills as a subject matter expert. You will become the world’s best in your area of expertise.

This position will require you to work a rotational On-Call schedule. You may have the opportunity for some occasional domestic and or international travel.

Responsibilities:
Be part of a team and develop your skills as you solve complex technical issues in Microsoft Dynamics CRM.
Manage relationships with your customers and provide technical documentation for the troubleshooting steps.
Report software bugs and be an advocate for product improvement using customer suggestions.
Develop specialized expertise by supporting Microsoft Dynamics CRM. Document your knowledge and share that knowledge with others.
Use tools for debugging and root cause analysis.
Provide in-depth technical support for customer service delivery via telephone, written correspondence, or electronic service regarding technically complex, escalated problems.
Engage and collaborate with other Microsoft groups, including escalation teams and the development team, in gaining resolution to critical, complex issues.
Provide exceptional customer service in politically charged environments.
Represent Microsoft professionally in customer and partner onsite visits, where travel may be required.
Create advanced online technical content including Knowledge Base articles, training documents, blogs, etc.
Participate in planned team-wide shift rotations to cover business needs, including 24x7 “On-Call” responsibilities and extended (evening shift).
Present technical content to various audiences including customers, partners, and internal stakeholders.

Qualifications
Strong customer service, accurate and logical problem solving, and communication skills, plus the ability to work in a team environment.
Experience in creating technical documentation and sharing knowledge with others through training delivery and mentoring.
Strong debugging skills desired but not required, e.g. ability to read and analyze network traces, fiddler, SQL trace, etc.
Good knowledge of Microsoft SQL.
Excellent Communication Skills - spoken and written English (including technical writing).
Passion for lifelong learning and personal and professional development.
Three or more year’s industry experience with Microsoft stack technologies.
Current Microsoft IT Certification preferred (Ex. MCSE, MCSA, MCSD, MCTS (Dynamics CRM)
Exposure and experience working with customers on Microsoft Cloud products such as Azure, Office 365, or Microsoft CRM is preferred but not required.
Programming skills are useful but not required, preferably in C
Degree in Management Information Systems, Computer Science, Computer Information Systems, Computer Engineering (preferred)

Flexible Goal Management in Microsoft Dynamics CRM 2011

See how a businesses can define key performance and business indicators to track and measure progress against any organizational goal or metric.

Understanding Entity Change Tracking in Microsoft Dynamics CRM

In CRM integration projects, your business requirements often dictate that you should only retrieve those transaction records that have been recently created or modified in your source system since last integration. When your CRM system is the source, you would typically use CRM FetchXML query to pull data from the CRM system by comparing the record's modifiedon field, which is not a solution that is reliable enough and may not perform well when the source entity has a significant number of records.

To address this particular challenge, CRM Online 2015 Update 1 release introduced the Change Tracking feature, which offers a reliable and efficient way to track transactional data changes for CRM entities.

Turn on Change Tracking

In order to track data changes of a particular entity, you have to first turn on "Change Tracking" option for the entity. You would do so by going to the entity's customization page, and tick "Change Tracking" option under "Data Services" section.

Retrieve Changes

After Change Tracking has been enabled for the entity, you can use CRM SDK RetrieveEntityChangesRequest message to pull changes from CRM server. The following is a snippet that demonstrates how to pull changes from the CRM server.

 using (var service = new OrganizationService(crmConnection))
{
var request = new RetrieveEntityChangesRequest();

// Set which entity to get changes for.
request.EntityName = "account";
request.Columns = new ColumnSet("accountnumber", "name", "creditlimit");

// Set paging preferences.
request.PageInfo = new PagingInfo() { Count = 5000, PageNumber = 1 };

// Set change token returned from last pull.
request.DataVersion = changeToken; // set to null or remove this line to do an initial pull

// Get the changes.
var response = (RetrieveEntityChangesResponse)service.Execute(request);

// TODO: Process all the changed records (see the code snippet below)

// Save the token somewhere for future use
changeToken = response.EntityChanges.DataToken;
Console.WriteLine(changeToken);
}

Walk through Changes

After retrieving the changes, you will get two types of results. The first type of result is the newly added or updated records, and the second one is for the records that have been deleted since the last pull.

// Replace the TODO line in the above snippet with the following code
foreach (var change in response.EntityChanges.Changes)
{
if (change.Type == ChangeType.NewOrUpdated)
{
var changedItem = (NewOrUpdatedItem)change;
Entity newOrChangedEntity = changedItem.NewOrUpdatedEntity;
// TODO: Process new or updated entity record
}
else if (change.Type == ChangeType.RemoveOrDeleted)
{
var deleteditem = (RemovedOrDeletedItem)change;
EntityReference deletedEntityReference = deleteditem.RemovedItem;
// TODO: Process deleted entity records
}
}

Note that the returned NewOrChangedEntity is an instance of Entity class, while the RemovedItem (the deleted record) is an instance of EntityReference class.

Some Closing Notes

There are a few things that you should be aware when using this feature:

  • The "Change Tracking" option is an entity-level setting. It has to be enabled for the entity before you can use RetrieveEntityChangesRequest to pull data. If the option is not enabled, and you try to use this feature, you will get an error message telling you "Entity: account isn't enabled for change tracking" where account can be any entity name that you are working with.
  • Due to the fact that the "Change Tracking" option works at entity level, you would need to keep track of the change token for each entity individually. There is no organization level tracking token.
  • There is one special situation that you should watch out for. Suppose there is a newly added record after last pull and it was deleted before the new pull, you will get the record in the Delete result set, which you may not have knowledge about it.
  • In the case that you have selected to return a lookup field, the field's Name property is not returned.
  • When change collection has more records than the page size that you have specified, you would have to page through the change collection.
  • Based on my preliminary testing, it appears that CRM keeps multiple token versions, which is really nice. However, I imagine keeping too many versions on the server side would not make sense as each version would consume a certain amount of database space. There must be a limit in terms of how many versions are kept on the CRM server side. It could be either a time-based limit (say 90 days probably, which could still be a lot of change versions if I keep pulling from the server every 30 seconds) or a number-based limit. This is something that has yet to be confirmed.
  • When you retrieve changes using this feature, you will get the records in their current status, the old values before the change are not returned.
  • The user account needs to have organization level read (or so-called "Root Read") privileges for the concerned entity in order to uses RetrieveEntityChangesRequest to retrieve changes.
  • More details about this feature can be found at the CRM SDK documentation page: Use change tracking to synchronize data with external systems.

CRM 2013 Quick Tip: Quickly access customer data in Microsoft Dynamics CRM

Office 2010 / Microsoft Dynamics CRM Demo -- Coordinating Sales and Customer Support (Part 2 of 2)

In this demonstration, you will see how the user, such as an account manager, can easily access customer information from a central dashboard in SharePoint Server 2010, and also seamlessly access customer data stored in Microsoft Dynamics CRM.

Microsoft Dynamics CRM: Entering a Case

Opportunity : Opportunity Status

Opportunity records can be closed in one of two ways:

  • Close as Won indicates a successful sale, and changes the status value to Won.
  • Close as Lost indicates a decision not to buy, and changes the status value to Lost.

 

Opportunity records with status values of either Won or Lost are read only. If closed opportunities require changes, they can be reopened.

What are the types of ribbons?

  1. Application ribbon:
    1. The applicationRibbon.xml file contains the definition of the core application ribbons.
  2. Entity ribbon.
    1. The entity grid ribbon is a collection of tabs that have an Id attribute value beginning with Mscrm.HomepageGrid.<entity logical name>.
  3. SubGrid Ribbons
    1. When a list of records for a different entity is displayed within a sub grid on the form of another entity or in a chart, the ribbon will change when the user places the cursor in the grid. A contextual group with the label List Tools is displayed. The single tab included in that contextual group will have the plural display name of the entity.
    2. The entity sub grid ribbon is a contextual group with a collection of tabs that have an Id attribute value beginning with Mscrm.SubGrid.<entity logical name>. For example, the tab with the text "Accounts" on account entity sub grid is Mscrm.SubGrid.account.MainTab.
  4. Form Ribbons
    1. Each entity form can have a specific ribbon definition. In the exported customizations.xml file, you must add your modified <RibbonDiffXml> (FormXml) to this location://ImportExportXml/Entities/Entity/FormXml/forms/systemform/form/RibbonDiffXml.
  5. Other Ribbons
    1. Several other special purpose ribbon tabs and a contextual group are defined byMicrosoft Dynamics CRM. Each tab is associated with a specific <TabDisplayRule> (RibbonDiffXml) that controls when they will display. The following table lists these tabs.

      Tab

      Root Id

      Description

      Web Resource Edit page tab.

      Mscrm.WebResourceEditTab

      Displays when editing Web resources within a solution.

      Form Editor tab

      Mscrm.FormEditorTab

      Provides Save, Edit, Select, and View groups of actions for entity forms.

      Form Editor Insert tab

      Mscrm.FormEditorInsertTab

      Provides buttons to insert Sections, Tabs, and Controls in entity forms.

      Dashboard Homepage tab

      Mscrm.DashboardTab

      Displays in the Workplace area.

      Visualization Tools Contextual Group

      Mscrm.VisualizationTools

      Displays when the New Chart button is clicked on the Charts tab displayed in the entity grid ribbon.

      AptbookTab Homepage tab

      Mscrm.AptbookTab

      Displays when viewing the Service Calendar in the Service area.

      Advanced Find tab

      Mscrm.AdvancedFind

      Displays in the Advanced Find window.

      Dashboard Editor tab

      Mscrm.DashboardEditorTab

      Displays when editing a dashboard.

      Documents tab

      Mscrm.DocumentsTab

      Displays if SharePoint integration has been enabled for the organization.

      Chart Editor tab

      Mscrm.VisualizationDesignerTab

      Displays when editing a chart from the solutions window.

      Search Tools Contextual Group

      Mscrm.ArticleSearch

      Displays when viewing the KBarticle entity.

funny CRM video of a dude drinking coffee

Color Grid for Dynamics 365

Color Form for Dynamics 365