Wednesday, 19 April 2017

CRM Dialogs

If you don’t find Workflows in CRM 2011 don’t be surprised. Microsoft decided to call them “Processes” in CRM 2011, which are further divided into two:
Workflows
This is an asynchronous/automated process which is triggered automatically by an event such as creating/updating an entity. These are run in background.
Dialogs
A dialog is a user interactive process and requires user inputs to start/run. Each dialog’s UI acts as an interactive form which facilitates information gathering or simplifies complex forms.
How can the Dialogs be used?
There could be a situation where user input/confirmation is required for the process to move on.
(OR)
When a representative calls a customer, (s)he needs to know what questions are to be asked and also note their responses.
Let us start with creating a Dialog.
1) Processes can be accessed from Settings –> Processes
2) Click on ‘New’ button.

3) A new process form opens. Select Dialog under Category and the entity for which the dialog is to be created and click ‘OK’.

4) The Dialog form opens and we can add STEPS for this dialog. We can notice few new options— Page, Prompt and Response, Query CRM Data, Assign Value, Link Child Dialog.

5) ‘Page ‘option helps in designing the pop-up page which can be used for user interaction. Under Page, we can add ‘Prompt and Response’ step. This helps in framing the questions…….or rather we can create a Form.

6) Prompt and Response page is shown below. Prompt Text is the question or text which helps the end user in entering the response. Response Type can be set based on the prompt text.
Log Response—If this is set to Yes, response is logged in the database.

7) ‘Query CRM Data’ is used to query the records from CRM (it uses fetch xml similar to that in advanced view).

8 ) This can be used to build a data set for the users to select in the Dialog page.

9) After the Dialog is created, click on Save. Then ‘Activate’ the dialog to use this. Publish term in CRM 4 is replaced by the term Activate.

10) Now, select a record and click on ‘Start Dialog’ and select the dialog we just created.

11) A dialog form/page we now just created opens as a Pop-up.

12) After running the Dialog, we can find the response entered for this dialog under ‘Dialog Sessions’

13) The responses are stored in this session. Also the time taken for this session too is recorded, which helps in calculating the time taken by a representative to communicate with each client/customer.

14) Also we can create a new record based on the response or call another dialog or a workflow based on the response.
Arguments and Variables:
We noticed two options—Arguments and Variables in Dialog form. What does these do?
Arguments—these are used to pass inputs from parent dialog to child dialog when linking two dialogs.

‘Step’ is the argument defined in a child dialog. When linking this dialog to a parent dialog, we can pass this argument value using ‘Set Properties’

Variables—these are used to store intermediate values when a dialog runs. Three types of variables can be defined—Integer, Float and Text.

We can pass the responses obtained from end user into this variable and then define our own formula. These variables are used in ‘Assign Value’ step of the Dialog.

Below image shows an example of how a Variable canbe used in a dialog.

CRM Dialogs are very useful as they are simple to understand from an end user perspective and use of these dialogs can bring a significant impact on the marketing and service areas of a business.
Presented By www.osmosys.asia

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