Tip #394: Where did the opportunity subgrid pop-out button go?

In Tip #393 I recommended replacing the opportunity “Potential Customer” field on the form with the accounted lookup field if you just want to have the customer lookup return account records. Just because you do this on the form does not mean that you should totally replace the “Potential Customer” field.

One of the areas where you will still want to use the Potential Customer relationship is for subgrids. If you add a subgrid to the account form and select the Opportunities (Account) relationship in the subgrid properties, the opportunity list will display correctly, but the “pop out” button that opens the full grid will not be displayed on the subgrid.

Screenshot 2015-05-18 13.20.57

Remember, even if you use the account lookup field on the form instead of the Potential Customer, the Potential Customer field will still be populated when you select an account. So always use the Potential Customer relationship for related opportunity subgrids on account forms.

Source: CRM

Turbo Forms: Get your JavaScript ready for CRM2015 Update 1

With the introduction of 'Turbo Forms' in CRM2015 Update 1 I thought I'd give you a heads up on what you'll need to address in your JavaScript to support this new form rendering engine. The Dynamics CRM Team Blog has a very good article on the changes but there have been some misunderstandings of the statement 'we have parallelized as many operations as possible'. In actual fact the script loading of custom web resource scripts has not really changed since CRM2013 – It remains the same as I describe in my CRM2013 Script Loading Deep Dive. The operations that are parallelized with turbo form rendering are the internal form load operations rather than custom ones. Custom JavaScript loading has always been parallelized since CRM2013.

Turbo Form Page Differences

Before Turbo Forms both global scripts and your custom web resources would have been loaded into a content IFRAME within the main window each time you navigate between records.

The biggest change with Turbo Forms is that the content IFRAME is kept in memory and re-used for performance reasons. This parent content IFRAME is even kept in memory between navigation between different entity types. Any custom JavaScript is then loaded into a child IFRAME (via the ClientApiWrapper.aspx page) so that when you navigate between records they are re-loaded.

SparkleXRM solutions already have a load order mechanism that ensure that your custom scripts are loaded in order that they are needed.

Impact on unsupported code

If your JavaScript is using only supported SDK calls then there will be no impact from this new loading mechanism. Sometimes it is necessary to use unsupported functions or referencing parameters of the Content IFRAME (such as the query string). Since your custom JavaScript is now running in the context of the ClientApiWrapper (rather than the content IFRAME) any reference to window methods such as window.openStdWin or window.location.href will fail. In order to access these objects you will need to reference parent.window.

The ribbon workbench 'how-to' article that shows starting a dialog from a ribbon button does infact use openStdWin to ensure consistency with the out of the box dialog experience. I have updated the code to use the parent window when required.


There are a couple of other notable aspects of Turbo Forms that I thought I'd point out:

IFRAMES that are collapsed by default are not sized correctly.

If you have an IFRAME or HTML Webresource inside a Tab that is collaposed by default you will find that they are not sized correctly when the tab is expanded. This will be fixed in an upcoming update but until then you will need to show the tab by default and collapse when the form is loaded.

entityType vs typename

Turbo Forms have dropped the typename attribute of Lookup values.

In the past, the following code would return the same:


With Turbo Forms only the documented entityType is available. The typename attribute was left over from the CRM4 days and just had not been removed until now!



Source: CRM

The ROI of Everything CRM – Building a sustainable business case for change


A popular variation of a quote is “the average ROI for CRM is $5.60 for every dollar spent!” But if getting your money back is all you care about then you’ll never build a sustainable business case for change. 

The truth is that every business should approach CRM ROI from many different angles. The price paid for the solution and a likely payback time may only be measured by finance. Every customer-facing department should have their own agenda because, unlike many other solutions, CRM does not need cost savings and efficiency gains from one set of users to deliver an ROI – the golden nuggets are always varied and plentiful so ROI is often much higher than imagined.

The first question to ask is ‘why are you doing this?’ Unless your business is a start-up, the chances are you have some very specific reasons or drivers for replacing your CRM system because CRM is a mature market. Whether you have outgrown your contact management system (Goldmine etc.) or your business sees CRM as a business platform to unite sales, marketing and service and increase engagement to grow and retain its customer base, there will be a plethora of tactical and strategic objectives that can be achieved.

Additionally, many organizations are now extending the platform to other departments, allowing finance, for example, access to approved sales quotes for rapid invoicing or integrating with ERP so supply and production units have a view on buyer behavior to support more agile manufacturing processes, such as JIT. For finance this could simply reduce DSO (daily sales outstanding) from 70 to 60 days to deliver a ten-day improvement in cashflow every two months. For production, the ability to move to just-in-time manufacturing could dramatically rationalize raw material/component purchases and stocks.

Some, such as Element6 (a division of De Beers), needed tighter integration with ERP but also needed to replace Salesforce because user adoption rates were so low, no one liked the interface, sales productivity failed to improve and the license costs, as a consequence, became prohibitive.

As you move into a different audited state for improvement, it becomes cross-functional so statistics such as these below should really conclude your ROI calculation as the business case should reside elsewhere:

  • Half of solutions never get fully adopted – CRM gets used for contact management and forecasts are still produced in excel
  • 75 percent of users would give up all the extra features just to get a CRM that’s easier to use
  • 40 percent of customers use fewer than half the features they have on their CRM

Enterprise CRM platforms are designed for many departments and should be used to transform a business, consequently ROI calculations need to take into account the tactical (individual/team productivity, 360° view of customer status and increased and relevant engagement scheduling) to the strategic drivers (predictive supply and demand modelling, accurate forecasting and contingency planning).

CRM is not exclusively about how well sales uses the solution, although increased revenue should be a contributor, ROI will be derived from many different quarters. More than anything, it is about the customers’ complete relationship with your organization. From marketing’s ability to find new customers, sales’ ability to engage in a timely focused manner, service’s ability to proactively support, to all other business functions’ ability make informed decisions about products, advocacy and business services.

Oh, and we didn’t even mention the potential cost advantages of Cloud, SaaS or PaaS.

Read our ROI White Paper, now available for download 


Source: CRM

How do Office 365 and CRM Online Work Together?

I can certainly go on and on about all that is wonderful about working with both Office 365 and CRM Online every day.

I can mention items such as having access to the complete hierarchy of my accounts and contacts easily accessible on my phone, to not having to wonder if the calendar on my phone, within my CRM system or on my computer has everything that I am suppose to know about,  BUT

I just read this summary of amazing business productivity when using the suite so I am sharing here for your reading enjoyment.

Screen shots, Videos, Words all wrapped up in one.


Source: CRM

Microsoft Dynamics Partner Roundup: Contact Center App Integration; New Indian development and support centers; Partner award

In this
week's Microsoft Dynamics partner news roundup:

  • New Integration for Dynamics CRM;
  • SBS Group Opens Global Deployment and Support
  • Hitachi Solutions sets up third development
    center in India
  • Avalara Recognizes IBIS as Standout Business

AMC Technology Integrates Contact
Center Apps to Dynamics CRM 2013 and 2015

Gold Partner AMC Technology, a
provider of enterprise and contact center application integration software, has
announced it now provides telephony integration to Microsoft CRM 2013 and 2015
through its Contact Canvas platform.

Contact Canvas, Microsoft Dynamics CRM cust…

read more

Source: CRM

Microsoft Dynamics CRM 2015 Spring update released — first impression

Microsoft Dynamics CRM 2015 major Spring update has been officially released for Dynamics CRM Online. After experiencing the new changes, its easier to work with Dynamics CRM 2015 to manage your business. So, let’s jump into the major changes with this Spring Update.

  • A drastic and major improvement is the new user experience (UX) or user interface (UI) of navigating in Microsoft Dynamics CRM 2015.

Welcome to the new user navigation pane interface –

First Impression - Dynamics CRM 2015 Spring Update 1

A major complaint with customers regarding the new UX introduced in Microsoft Dynamics CRM 2013 was navigating to the different entities by scrolling from left to right. That was clunky, annoying, time consuming, and not user-friendly. A new version and two years later, Microsoft has heed our call and return the ability to select entities as a drop down menu (similar to Dynamics CRM 2011 navigation pane). This major change is much needed and considered most important in this update, because the old navigation pane was the biggest push-back when upgrading.

  •  Added a new shortcut button on the main command bar for returning to recent work

First Impression - Dynamics CRM 2015 Spring Update 2

This new shortcut button allows user to return to any view or any record that was previously viewed or worked on. Since this button is on the main command bar, you can access the button from the system view level or form level. Another great enhancement to reduce time navigating back and forth between records and views.

  •  Ability to modify themes of your Microsoft Dynamics CRM 2015 environment

First Impression - Dynamics CRM 2015 Spring Update 3

You access the “Themes” functionality by going to Settings > Customization > Themes

Themes allow you to customize the colors schema, logo, and other layout elements in Dynamics CRM. New custom Themes can be created to tailor customer’s request or business. It can be previewed before published or clone.

First Impression - Dynamics CRM 2015 Spring Update 4

This is the native Dynamics CRM 2015 theme –

First Impression - Dynamics CRM 2015 Spring Update 5

This is how I’ve customized the theme from my organization –

First Impression - Dynamics CRM 2015 Spring Update 6

  •  One click export to Excel and functionality to open in Excel Online within CRM

First Impression - Dynamics CRM 2015 Spring Update 7

Microsoft Dynamics CRM 2015 Contact records in Excel Online within Dynamics CRM –

First Impression - Dynamics CRM 2015 Spring Update 8

This new functionality to open Microsoft Dynamics records in Excel Online within CRM allows the user open in Excel format update those records back to CRM.

  • Form Tab selector is back in Microsoft Dynamics CRM 2015.

First Impression - Dynamics CRM 2015 Spring Update 9

Similar to how you can select tab in Dynamics CRM 2011 and it jumps to that tab, this update provide a tab selector button to allow you to jump to a specific tab by clicking on it. This is very useful and time saver because for forms with 6+ or more tabs, this will be a shortcut to let the user jump to the desired tab quickly.

Currently, the new Microsoft Dynamics CRM 2015 Spring Update is only available for CRM Online and will come to on-premise later this year. While these new enhancements are only parts of the Microsoft Dynamics CRM 2015 Spring Update, it is worth noting these changes are major items that will drastically reduce time navigating throughout Dynamics CRM, increases positive adoption perceptions from end-users using the new Dynamics CRM 2015 version, and overall simplify Microsoft Dynamics CRM for customers.

Microsoft Dynamics CRM 2015 is the newest CRM version to date. If you are thinking about upgrading your Microsoft Dynamics CRM and have questions, McGladrey offers a full range of Dynamics CRM services from upgrades and implementation to development and support. Contact our professionals for more information on our services at 855.437.7202 or crm@mcgladrey.com.

By: Hien Tieu – New Jersey Microsoft Dynamics CRM partner


The post Microsoft Dynamics CRM 2015 Spring update released — first impression appeared first on Microsoft Dynamics CRM Professionals.

Source: CRM

Folder Level Tracking in CRM Online 2015 Update 1

(Please visit the site to view this video)
Tracking email activities is key to successful customer engagement, from sales to service. In this video, we'll walk you through setting up folder level tracking to simplify and automate email tracking, which improves end-user productivity and helps to drive positive customer engagement. For more information, visit http://www.microsoft.com/en-us/dynamics/crm-customer-center/default.aspx and http://go.microsoft.com/fwlink/?LinkId=394323

Source: CRM

Working with the end in mind – Solution Envisioning the Sure Step way

In comparing Sure Step with what I know of SDLC (software development lifecycle), what stands out is the addition of a Diagnostic phase or what Microsoft refers to as Solution Envisioning, which pre-empts the core project lifecycle called Solution Implementation & Upgrade.

After delving deeper into this phase, however, now I can actually appreciate how this can, in fact, add value to the whole engagement itself. In a sense, it is like laying a solid foundation for which the deliverable solution will stand on. Just as its name suggests, this diagnostic phase will help envision what the end product ought to look like.

What happens in Solution Envisioning?

According to Sure Step, the Diagnostic phase starts "by establishing the purpose and objectives of the potential engagement. This includes creating an understanding of the customer's current situation, business environment, and the main pain points or areas of improvement, that have been identified. Information regarding current and future state is gathered in order to determine the scope of the Diagnostic phase and to identify the appropriate skill sets and resources required for the Diagnostic activities."

Sounds familiar? This definition does sound like it's describing requirements elicitation, which is part of the Analysis phase of the project lifecycle. So is there really a need for this extra step?

What value does Solution Envisioning offer?

Not all businesses, regardless if they are small, medium, or large-scale enterprises, have their own Project Management Office (PMO) or even at the least, a set of in-house business analysts (BAs). Typically, the tasks done within this diagnostic phase would already have been performed by an organization's business analyst even before proceeding to a request-for-proposal (RFP). Lacking this in-house expertise, an organization may opt to acquire this service offering from their elected Microsoft technology partner.

At this time, the following areas may be investigated:

  • Business environment
  • Organizational structure
  • Vision Statement
  • Key performance areas
  • Business processes
  • Information Services/Information Technology architecture and system landscape
  • Internal and external dependencies that may have an impact on the project.

From the findings gathered from these investigations comes a recommendation for best-fit solution.

So, what are the outcomes of a Solution Envisioning engagement?

Ultimately, this diagnostic phase culminates in a system review that will be documented and presented as a road map of the solution. Then, once reviewed and approved, this can result in a Statement of Work (SOW) that is signed off by the project sponsor, which will trigger the solution delivery team to be mobilized for the next phase, Solution Implementation/Upgrade.

Solution Envisioning is an efficient and effective way of designing your solution with the end in mind.

Source: CRM

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