Microsoft made some Developer Experience Updates in different tools and Web API in order to enhance the CRM functionality and also fixed the bugs addressed to Microsoft in previous release. 1. Authentication Existing authentication flows require username + password –> Requires password maintenance –> Requires user license Server to Server Authentication –>Available in Fall 2016 release –> “Client Credentials” flow –> Authenticate with AAD using a secret or certificate –> Support for 3rd party solutions –> Does not require a user license. 2. Introducing client APIs for creating and managing records in Dynamics 365 mobile clients while working offline Use new client APIs for Dynamics 365 for phones and Dynamics 365 for tablets Utility.getCurrentPosition: Returns the current location using the device geolocation capability. Utility.getBarcodeValue: Returns the barcode information, such as a product number, scanned using the device camera. Get Barcode value Xrm.Utility.getBarcodeValue().then( function (result) { Xrm.Utility.alertDialog(“Barcode value: ” + result); }, function (error) { Xrm.Utility.alertDialog(error.message); }) Get GeoLocation Xrm.Utility.getCurrentPosition().then (function (location) { Xrm.Utility.alertDialog(“Latitude: ” + location.coords.latitude + “, Longitude: ” + location.coords.longitude); }, function (error) { Xrm.Utility.alertDialog(error.message); }) 3. Dynamics 365 Web API enhancements Access to local data while Dynamics 365 for Outlook is offline Instead of using getServerUrl() make use of getClientUrl(). getServerUrl() method is deprecated context.getClientUrl()- Return Type(string) Return entity data on create or update Create with Record URL The create request previously provided the response as shown below. Only the record Id is obtained in the response header. Create with data returned The create request after D365 update provides us with all the data of the created record. The below screenshot shows the data of the entity created as no query is specified in the URL. Now if the developer need any field data that got created such as created on, modified on fields data can be retrieved in the same create request. No need of another retrieve request. Note: This capability is applicable only for dynamics 365 (online and on-premises) You can compose your POST request so that data from the created record will be returned with a status of 201 (Created). To get his result, you must use the return=representation preference in the request headers. To control which properties are returned, append the $select query option to the URL to the entity set. The $expand query option will be ignored if used. When an entity is created in this way the OData-EntityId header containing the URI to the created record is not returned. This example creates a new account entity and returns the requested data in the response. Request POST [Organization URI]/api/data/v8.2/accounts?$select=name,creditonhold,address1_latitude,description,revenue,accountcategorycode,createdon HTTP/1.1 OData-MaxVersion: 4.0 OData-Version: 4.0 Accept: application/json Content-Type: application/json; charset=utf-8 Prefer: return=representation { “name”: “Sample Account”, “creditonhold”: false, “address1_latitude”: 47.639583, “description”: “This is the description of the sample account”, “revenue”: 5000000, “accountcategorycode”: 1 } Response HTTP/1.1 201 Created Content-Type: application/json; odata.metadata=minimal Preference-Applied: return=representation OData-Version: 4.0 { “@odata.context”: “[Organization URI]/api/data/v8.2/$metadata#accounts/$entity”, “@odata.etag”: “W/\”536530\””, “accountid”: “d6f193fc-ce85-e611-80d8-00155d2a68de”, “accountcategorycode”: 1, “description”: “This is the description of the sample account”, “address1_latitude”: 47.63958, “creditonhold”: false, “name”: “Sample Account”, “createdon”: “2016-09-28T22:57:53Z”, “revenue”: 5000000.0000, “_transactioncurrencyid_value”: “048dddaa-6f7f-e611-80d3-00155db5e0b6” } Update with data returned Request PATCH [Organization URI]/api/data/v8.2/accounts(00000000-0000-0000-0000-000000000001)?$select=name,creditonhold,address1_latitude,description,revenue,accountcategorycode,createdon HTTP/1.1 OData-MaxVersion: 4.0 OData-Version: 4.0 Accept: application/json Content-Type: application/json; charset=utf-8 Prefer: return=representation {“name”:”Updated Sample Account”} Response HTTP/1.1 200 OK Content-Type: application/json; odata.metadata=minimal Preference-Applied: return=representation OData-Version: 4.0 { “@odata.context”: “[Organization URI]/api/data/v8.2/$metadata#accounts/$entity”, “@odata.etag”: “W/\”536537\””, “accountid”: “00000000-0000-0000-0000-000000000001”, “accountcategorycode”: 1, “description”: “This is the description of the sample account”, “address1_latitude”: 47.63958, “creditonhold”: false, “name”: “Updated Sample Account”, “createdon”: “2016-09-28T23:14:00Z”, “revenue”: 5000000.0000, “_transactioncurrencyid_value”: “048dddaa-6f7f-e611-80d3-00155db5e0b6″ } HTTP headers Every request should include the Accept header value of application/json, even when no response body is expected. Any error returned in the response will be returned as JSON. While your code should work even if this header isn’t included, we recommend including it as a best practice. The current OData version is 4.0, but future versions may allow for new capabilities. To ensure that there is no ambiguity about the OData version that will be applied to your code at that point in the future, you should always include an explicit statement of the current OData version and the Maximum version to apply in your code. Use both OData-Version and OData-MaxVersion headers set to a value of 4.0. 4. Reference metadata by name Get the metadata information by the URLs specified below. 5. Discovery Service Enhancements Existing Region based discovery service Global Discovery Service With new discovery service you are able to hit a single end point which will return all the organization for a user. Available only for commercial hosted instances. Will return all the CRM versions (8.0,8.1). No need to worry about the versions used by the client. You can use the single end point to discover all the instances by using v1.0 6. Tooling Updates Tools that have been updated. Solution Packager –> Updated support for localization of Sitemap, Solution info, and BPF/Process objects –> Added support for new solution component types added for fall. Plugin Registration Tool –> Updated to support Service Bus connect string based connections only. I don’t have a connection string will be removed soon. –> Added Event Hubs support Configuration Migration tool –> The things that are common between Field Service and Project Service are added to core engine of CRM itself. –> Added support for new “specialized” types in Resource management entities in CRM CrmSvcUtil –> Updated to support connection string and better handling of option set data. Tooling.Connector (Performance is improved as it uses the string that is present in the cache, if call is made to same connection for 2nd time using the constructor) –> Added new connection string options to support creating new connections or reusing existing connections –> Updated connection fault recovery logic to better handle unexpected faults and cleanly recover connections. Tooling.CrmConnectControl –> Updated with Accessibility Support –> Added new feature to configure display language at runtime. Powershell –> Microsoft.Xrm.Tooling.Connector and Microsoft.Xrm.Tooling.PackageDeployment updated to support new logging feature to allow for better control over log files and capture of content.  

Microsoft made new enhancements in Dynamics 365 Mobile App. The App incorporates the new UI and additional features to help users seamlessly interact with their CRM Data. In this blog, let’s have a look at the changes done in Dynamics 365 Release. Enhancements in Mobile App Logo Changes Microsoft Released all new logo for Dynamics 365. Below image shows the new look for D365 App in Mobile and Tablet.   UI Changes Dynamics 365 released with new bright colours and fresh feel for new Mobile App. Layouts are more compact and optimized to provide essential information at one single glance i.e. to have the “Bird Eye View”. Dashboards are now displayed in Stack Components format to expose more information in visual format in single view. Both Forms and Dashboards are now visible with minimum amount of Panorama Scrolling thus making the navigation more user friendly. The below image shows the stacked view of Dashboards. Device Integration Mobile /Tablet Device can now be integrated with Camera and Voice Recorder to add Photos, Videos and Audio in Notes. Users can also use Geo location support. Utility.getCurrentPosition() will give the Longitudes and Latitudes co-ordinates for the User. There is additional setting that needs to be enabled to allow the access from the Home Screen. As shown in the image below, user can select the setting of what resolution pictures he/she wants and whether they want to store the pictures in the Photo Gallery. And also whether user wants to give device access to share their location by enabling second option of “User Content and Location”. Enhanced Notes Notes can now be added with inline view format i.e. with relevant information on form we can continue to add notes without navigating to additional page. Attached Images can be previewed within the page, without having to open them individually. Image (a) shows the Inline Notes with Image Preview whereas Image (b) shows Note as separate page. In notes users can now add photos, voice recording and video recording from their Mobile/Tablets. Sensor Integration As seen in Device Integration Mobile App can now use Camera and Microphone to add data through Mobile App. A new Barcode Control is added on Single line of Text field with Text Format. This Control scans the barcode with the help of camera incorporated in the device and automatically populates the code in the field. Note: This field only works with Barcode and not for QR code. Workspace Workspace is all new personalized action hub in mobile app to help users do common tasks seamlessly. Workspace includes the list of suggested priorities known as “Action Cards” in the left hand side of the window. These Action Cards may include the upcoming meetings and information relevant to that day’s activities and the things that need attention. Functionality to Dismiss and Snooze Action Cards is also available on Mobile Client. Workspace also includes list of favourites and most recently used items. Items can be added to Favourites by clicking on “Star” Button present in Recent Feeds. New Activity and Records can be created immediately from the Workspace Workplace settings can also be changed to display respective “Task Flows”. These settings can be changed from Home Screen -> Settings as shown in Image below. Editable Grids on Mobile Editable grids provide the rich inline editing in main and sub-grids so that users can update the information with fewer clicks. Editable grids are added as the control in Dynamics 365 which can be enabled for Mobile and Tablets apart from Web Client. Task Flows in Mobile Task Flows in Mobile were earlier the preview feature but now are available completely on Mobile. Task Flows are just another types of Business Process Flow for Mobile that enable users to seamlessly do the tasks without navigating through series of records. These can be accessed from the Home Screen on the below left hand side corner Icon. Below are some screenshots that will guide us that how task flows work in Mobile. The Scenario is that the Manager needs to approve the Credit Limit with Task Flows. So Manager will open the Opportunity Record for which he/she needs to approve, so with simple steps the Manager can approve the Credit Limits without opening the actual records. Task Flows can now also be imported and exported in the Solutions. Offline Enhancements Mobile Offline was introduced in the last release but now in Dynamics 365 new enhancements are incorporated, below are some key points that are added: JavaScript Client API supports CRUD operations when Client is in Offline Mode. Enhanced Sync Status Earlier when Admin used to configure Mobile Offline there was no status that on what state the process is running, Is the Process Running or not. So now the Enhancement is that the Admin can now see how many steps are performed while configuring Mobile Offline. New OS Support Mobile App is now supported on following OS: 1. iOS 10 2. Android N 3. Windows 10 Redstone 1 Thus, these were some enhancements that are added in Dynamics 365 Mobile Cleint.  

We have a requirement that we want to change button text and description for case entity to the incident. Since the case is system entity which is managed, dynamics 365 not allowed you to make any modification in button text or description. For the unmanaged entity, you can make a modification with the help of third party tool like ribbon workbench. In this article, we will see how to change button text of system entity (managed). Kindly follow below steps. Create a new solution and add selected entity in that solution. In my example, I want only case entity. Make sure you have checked “include entity metadata”. Click on export translation The zip file will be downloaded to your system. Extract that zip file in your local system. Open CrmTranslations file in excel Select Display String sheet Find text that you want to replace. I want to replace all case word with incident. Make necessary changes and save the file. Again zip CrmTranslations folder and click on import Translation. Import zip file to the solution Publish the solution and go to entity form. You can see button text and description changed to the incident. Similar way you can do it for another system (Managed) entity.  

Auto Capture is a feature introduced in D365 so that you don’t need to go to your Outlook and explicitly tracked Emails to Dynamics 365. This is one cool feature that can help you poll your personal emails and show you if you want to track it or not! Overview Auto Capture is a sub-feature of Relationship Insights. Relationship Insights is a preview feature in December 2016 update for MS Dynamics 365 Online. Integrates with Microsoft Exchange to find and display relevant emails with other activities that are related to a given record in Dynamics 365. Auto Capture shows you message in private i.e. only to the logged in user. System Administrators too don’t see these emails. Server Side Synchronization must be enabled to use this feature. Enable the Preview Since this is in preview, you’ll need to enable it for the organization in the following manner: Navigate to Settings > Administration > System Settings. Go to the last tab, Previews. Agree to the terms on the top and scroll down to the very bottom. Select Yes for the Enable Auto Capture feature as shown below: Then, navigate to Settings > Relationship Insights. You can choose the same and agree to the terms as shown: Upon agreement, you’ll see the three tabs as shown below: Make sure the Turn on Auto Capture for your organization is already checked. If not, check it and Save the same. Auto Capture has now been enabled for your organization. Auto Capture Auto Capture messages are queried to your Microsoft Exchange account every time you open the Activities section of a record. Once this has been enabled, you can navigate to different records like Accounts, Contacts etc. and see under Activities that certain emails which are relevant to the record you are viewing have been polled and are marked with dotted border: This email is only visible and is not yet tracked into Dynamics 365. It will be tracked only once you chose to do so. You can track this email in Dynamics 365 by hovering over the email in Activities and you’ll see a TRACK link on the same as shown below: Once you click on track, the Email will be queued to pull in Dynamics 365. Once the email is successfully tracked, it will appear like a usual Activity item shown on the form under Activities: This email can then also be seen in the Activities in Dynamics 365. What Messages are captured? Below are the criteria for polling messages from your Exchange Account.  

What is PowerApps? PowerApps is a Microsoft product which allows developer/non-developer to build an application without writing a single line of code. PowerApps creates custom business apps for web and mobile devices that help you do your job more efficiently and collaborate better with your co-workers. Use PowerApps to solve problems specific to your business and extend the software you’re already using such as apps for custom site inspections, cost estimators, budget tracking, or managing customer opportunities You can use PowerApps in any web browser, including the mobile web. You can also download PowerApps Mobile for iOSor Android to use apps on your phone or tablet. No matter where you’re working, just open PowerApps to find the apps available to you. What data sources can my apps connect to? PowerApps connects to a range of data sources out of the box, and Microsoft adding more all the time. Some examples of data sources and services include: Excel files stored on OneDrive for Business, Dropbox, or Google Drive SharePoint Online lists Salesforce objects Microsoft Dynamics CRM Online records Azure SQL Database tables Office 365 Exchange data Twitter Microsoft Translator Your own custom APIs And many more applications. What’s a work or school account, and why do I need one to use PowerApps? Because PowerApps is built for business apps that you share with your team, we require you to use an email address associated with an organization (your work or school account) to sign up. Shared email providers like Hotmail or Gmail won’t currently work with PowerApps. Who can I share apps with You can share apps with anyone in your organization, that is, anyone who has your same email domain—for instance, anyemployee@contoso.com. Anyone who uses your apps will also need access to any data sources those apps connect to. For example, if you build an app that uses an Excel file on OneDrive, people you share the app with will also need to have access to the Excel file in order to fully use the app Connection: Go to: https://powerapps.microsoft.com/ You need to sign in the powerApps portal using the given link and signin/singup Once you are logged in successfully, you can create a new app from the portal. Click on create new App. You can develop PowerApps either on desktop application or on the browser, you can download it from the Store or you can directly edit in browser. Once you have installed the PoweApps from the Store now you can develop your own application by click on the new button. Select from the existing app which is a predefined template Establish your connection with CRM: If you have already connected with the existing CRM than you don’t required to connect. If your login for the first time you need provide the connection details. Click on the Dynamics CRM Online. To design the PowerApps you need to select a table from the available list, select the table(entity) Once you have done with your app is ready and you are able to see the app with 3 different type of forms. Design app BrowseScreen1:shows a list of all items and some information about them so that users can easily browse for the item they want. DetailScreen1:shows all information about a single item. EditScreen1:provides an Edit form control for adding an item or updating information about an item. Page Search and sort the contact User can search for one or more records, sort the list of records in ascending or descending order, or both. Form Type Display Screen: You can add the records from the right side pane. this only displays the records. Edit screen: Here user can change the value of a record. Update: Controls Formula: Looking value from other data set from the other data set LookUp(Accounts, accountid=ThisItem._parentcustomerid_value).name Table– Required. Table to search. Formula– Required. This formula is evaluated for each record of the table, and the first record that results in true is returned. You can reference columns within the table. ReductionFormula– Optional. This formula is evaluated over the record that was found, reducing the record to a single value. You can reference columns within the table. If this parameter is not supplied, the function returns the full record from the table. Update = DataCardValue9.Text; Search(Contacts, TextSearchBox1.Text, “firstname”, “_defaultpricelevelid_value”, “_ownerid_type”, “_ownerid_value”) Table – Required. Table to search. SearchString – Required. The string to search for. If blank or an empty string, all records are returned. Column(s) – Required. The names of columns within Table to search. Columns to search must contain text. Column names must be strings and enclosed in double quotes. If SearchString is found within the data of any of these columns as a partial match, the full record will be returned. SortByColumns( Contacts, ” firstname “, SortOrder.Descending ) Bind data to Dropdown Table – Required. Table to sort. ColumnName(s) – Required. The column names to sort on, as strings. SortOrder(s) – Optional. SortOrder!Ascending or SortOrder!Descending. SortOrder!Ascendingis the default. If multiple ColumnNames are supplied, all but the last column must include aSortOrder. SortByColumns(Search(Contacts, TextSearchBox1.Text, “firstname”, “_defaultpricelevelid_value”, “_ownerid_type”, “_ownerid_value”), “_defaultpricelevelid_type”, If(SortDescending1, Descending, Ascending)) Reference Link 1. https://powerapps.microsoft.com/en-us/tutorials/getting-started/ 2. https://powerapps.microsoft.com/en-us/tutorials/formula-reference/ 3. https://powerapps.microsoft.com/en-us/tutorials/working-with-cards/  

In this blog article, we will see how to access Azure Blob storage and create document in CRM by reading a specific blob document in Azure. Steps: Get the following details of the Azure Blob storage Primary access key Blob container name File Name of the document Now we will write a sample plugin code which will read document from the Azure Blob storage and create an Annotation in CRM. Since we cannot use external DLL in CRM online plugins, we are going to use the Web request to access the Azure blob storage. The HTTP web request has a bunch of headers along the above details to successfully access Azure blob storage. For this, I have used a RestHelper and BlobHelper utility code files, which have all the operations of (a) making a web request and (b) performing blob operations. The Helper files and the CRM plugin sample can be found in the below GitHub link: GitHub: CRM Online Integration with Azure Blob Using this we can get the document and create Annotation in CRM using the below code: #region Connect and fetch the data from Blob storage // Replace the below values with actual details from your Azure Blob storage string storageAccount = “blobstorageaccountname”; string filename = “filenamehere”; // testdocument.pdf string containerName = “containernameHere”; //documents string storageKey = “primaryaccesskiyeofazureblobstorageaccount”; BlobHelper blobHelper = new BlobHelper(storageAccount, storageKey); KeyValuePair<byte[], string> data = blobHelper.GetBlobResponse(containerName, filename); byte[] body = data.Key; string contentType = data.Value; #endregion #region Create Annotation in CRM string encodedData = System.Convert.ToBase64String(body); Entity Annotation = new Entity(“annotation”); Annotation.Attributes[“objectid”] = new EntityReference(workOrder.LogicalName, workOrder.Id); Annotation.Attributes[“objecttypecode”] = workOrder.LogicalName; Annotation.Attributes[“subject”] = “Document from AX Integration”; Annotation.Attributes[“documentbody”] = encodedData; Annotation.Attributes[“mimetype”] = contentType; Annotation.Attributes[“notetext”] = “REST API – Sample document from AX.”; Annotation.Attributes[“filename”] = entity.GetAttributeValue<string>(“cf_name”); Guid annotation = service.Create(Annotation); #endregion  

Dynamics 365 for Financials is a newly launched product by Microsoft which is fully based on Cloud. The product is developed keeping Microsoft Dynamics Navision as base. Following is the list of differences which could be identified when compared to Microsoft Dynamics NAV 2017. User Interface D365 for Financials – It is a web based application hosted on Cloud. There is no Client Installation Required. It can be used from Web Browser, Mobile Application and Tablet Application. NAV 2017 – NAV 2017 can be installed either on On-premises server or on Azure. NAV 2017 can be used from Windows client as well as from Web Browser, Mobile Application and Tablet Application. The feel and look of web browser of NAV 2017 as well as of D365 for financials is same. Modules/Departments As compared to NAV 2017, D365 for financials does not provide modules and their respective functionalities with respect to Production, Warehouse, Human Resource & Service. Finance Module As compared to NAV 2017, D365 for financials does not provide functionalities with reference to Finance Module like Intercompany transactions. Sales & Marketing Module Following is the list of features which are missing from D365 for Financials regarding Sales & Marketing Module: Item Charge Shipment Methods Shipping Agents Item Functionality As compared to NAV 2017, D365 for financials does not supports Lot Tracking, Locations & its related functionality. Purchase Module Following is the list of features which are missing from D365 for Financials with reference to Purchase Module: Purchase Quote Item Charge Administration From administration point of view following are the features which are not present in D365 for financials: Links- To attach documents Notes – For adding information and notifying users. Comments – For adding any comment/text for extra information. Development Any customization in D365 for financials would be only through Extensions while NAV supports development through extensions as well as by touching the base code. Conclusion D365 for financials is a very good product for Small and medium size enterprises. The features mentioned above which are missing, Microsoft in their future release will incorporate it into D365 for financials.

Prerequisite Internet facing Domain controller (if it’s an On-Prem DC) Setup the ADFS Role in our Domain Controller [Which will act as a IdP] Dynamic CRM online 2016 and CRM Portal Setting Up ADFS Open the ADFS Management in the server manager [Tool > AD FS Management] In AD FS Management tool, select Service > Claim Descriptions. SSO configuration for CRM Portal Step 1: Add Claim Description Click on Add Claim Description Add Display name as “Persistent Identifier” Add Claim Identifier as “urn:oasis:names:tc:SAML:2.0:nameid-format:persistent” Check the “Publish this claim description in federation metadata as a claim type that this Federation Service can accept” Check then “Publish this claim description in federation metadata as a claim type that this Federation Service can send” Click on Save. Step 2: Add Relying Party trust Go to Trust Relationships >Relying Party Trust Click on Add Relying Party Trust Click on Start Select “Enter data about the relying party manually” and then Click Next Enter “Display Name” then Click Next Select “AD FS Profile” then Click Next In configure Setup Leave the setting as it is and just click Next. In Configure URL Select “Enable support for the SAML 2.0 WebSSO protocol” and add URL https://YourPrortalURL/Signin-saml2 [Append the “Signin-saml2” to your portal URL it’s an CRM portal internal URL which will internally manage the SAML Authorization]. In Configure Multifactor Authentication Just click Next as here we are not focused on multifactor authentication. In Choose Issuance Authorization Rules, select “Permit all users to access this relying party”, click Next In Ready to Add Trust, Click Next. Finally Click Close. When we close it open another dialog for setup the claim rule. Click On “Add Rule” In claim rule template select “Transform an incoming Claim” Select Incoming Claim Type as “Window Account Name” Select Outgoing Claim Type as “Name ID” Select Outgoing Name ID format “Persistent Identifier” [ created in 1st step] Select “Pass through all Claim Values” Then click on Finish. Setting in CRM Portal (Site Setting) Login to CRM Using admin OR Customizer role, then go to Portal Site setting as Shown below, In site setting add below 4 records to enable SSO using AD FS, before that make sure Authentication/Registration/ExternalLoginEnabled is set to “True”. Add New Site setting as “Authentication/SAML2/ADFS/MetadataAddress” where value of this setting will be https://adfs_domain/FederationMetadata/2007-06/FederationMetadata.xml Just append the “FederationMetadata/2007-06/FederationMetadata.xml” to your AD FS domain name also make sure your AD FS has “Https” “Authentication/SAML2/ADFS/AuthenticationType” where value of this setting will be https://adfs_domain/adfs/services/trust Just append the “adfs/services/trust” to your AD FS domain name “Authentication/SAML2/ADFS/ServiceProviderRealm” where the value will be your portal URL. “Authentication/SAML2/ADFS/AssertionConsumerServiceUrl” where value will be “https://portalURL/signin-saml2” After this setting just restart you CRM Portal, then you can use SSO in Your Portal.

This blog is intended to showcase capabilities of Dynamics CRM portals to accommodate custom CSS for UI changes. For adding any custom CSS for the portal, we need to add bootstrap.min.css as a child file of “Home page” on the portal. Steps for adding CSS file on portal Step 1: Create a custom bootstrap.min.css having required changes for the UI of the portal. You can create custom CSS using below references: a. https://bootswatch.com/ b. http://getbootstrap.com/customize Step 2: Login into the Portal with credentials having Administrator security role. Step 3: Navigate to Home page. Step 4: Add a new Child file to Home page using “Administrator” panel on the upper right side of the screen. Step 5: Browse the updated bootstrap.min.css. Name and partial URL fields will be auto-filled. You can choose to hide the child file from the Site map. Step 6: Click on Save. By performing above steps, you can have custom UI changes on the Portal. Note: In some cases, changes are not reflected immediately on the portal. For this, kindly restart the portal and check.

Introduction After questions are added in surveys. You can add a response routing rule which helps to show hide questions or perform an action depending on the response from the client. There is a scenario when you want to ask additional questions based on responses in a Voice of the Customer survey, create one or more response routing rules for the response you want more information about. A smiley’s question is added on the form. If Satisfied or Very Satisfied is selected, display question “What do you specially like about CloudFronts” If Not engaged, Disappointed or Annoyed is selected, display question “What could we do to improve your satisfaction level” Steps to set response routing rule in CRM Add questions on the survey form that you need to hide and display Set the visibility of questions as “Do Not Display” in both the show hide questions. By default, it will be visible. To set the routing rule for the questions Click on the arrow on right side beside your record name. Click on Response Routing and then set your rule. Add new response routing rule Write name of your response routing and click on save When you save the record, sub grid “+” sign will be visible. Click on Conditions + sign and add new condition New record will be opened. Name, Survey and Response routing fields will be auto populated. You need to enter question, operator and Comparison Value. If Operator “greater” or “less”, add comparison value If Operator “selected” add the answer value. For the above requirement, fill the details as specified below. Now save and close the record. The condition is set. Now need to perform the action when the condition is satisfied. Add action for the above condition -> Click on + button -> Click on search -> Click New A new record will be opened. Fill the below details Scope- Client: Choose this if the action occurs within the survey (for example, show or hide a question). In the Client area, select the survey and the action to take, and then click Save. Server: Choose this if the action occurs outside of the survey (for example, request contact or unsubscribe). In theServer area, select the action type and select the users or queues to notify, if applicable, and then click Save. The record will not be added in the sub grid. Click on search and then select the action you created. Click on Select -> Add Now the action is added to the sub grid list. In the same way create otherwise action in the next sub grid. Add below details. Similarly create a new Routing response for hiding and showing the other question “What do you specially like about CloudFronts” when the satisfied and very satisfied smileys are selected. Create Condition, action and otherwise action in the same way. Here set the condition operator as less than and comparison value as “2” . When you show the question a corresponding hide in otherwise action also need to be set. You can see the question displayed as shown below. When Satisfied When Very satisfied When Not Engaged This is how we can set routing rules for a particular question.