Customer Engagement & Dynamics CRM Forum

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Notifications

  • 1.  Notifications

    SILVER CONTRIBUTOR
    Posted 8 days ago
    Hello,

    Is there any built in notifications/alerts in CRM to alert users of a task instead of emails in workflows or is that something we need to integrate into our CRM?

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    Kaylea Stuart
    Salt River Project
    Tempe AZ
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    Conference-CRMUG_200x200


  • 2.  RE: Notifications

    TOP CONTRIBUTOR
    Posted 7 days ago
    @Kaylea Stuart

    Have you tried queues?
    https://www.itaintboring.com/dynamics-crm/working-with-queues-in-dynamics/

    Cheers!

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    Rex Kenley Tan, MCSA, MCSD
    Tallmadge OH
    https://www.youracclaim.com/users/rex-kenley-tan

    *Always be CURRENT with JavaScript & C#, NEVER be obsolete.

    DISCLAIMER: All views expressed on this site are my own and DO NOT represent the opinions of ANY entity whatsoever with which I have been, am now, or will be affiliated.
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    Conference-CRMUG_200x200


  • 3.  RE: Notifications

    SILVER CONTRIBUTOR
    Posted 7 days ago
    We use custom entities and done use CRM for leads, cases, customers, etc. I want to get away from emailing and just have a notification appear that a milestone is completed or something has been done and the user would be able to see it.

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    Kaylea Stuart
    Salt River Project
    Tempe AZ
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    Conference-CRMUG_200x200


  • 4.  RE: Notifications

    TOP CONTRIBUTOR
    Posted 7 days ago
    You can use custom entities with queues.

    The way the "notification" would work is that the user will have a view of their queue on their dashboard. You add the "queueable" entity to their dashboard and when they are done with it they remove it.

    https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/developer/queue-entities

    ------------------------------
    Rex Kenley Tan, MCSA, MCSD
    Tallmadge OH
    https://www.youracclaim.com/users/rex-kenley-tan

    *Always be CURRENT with JavaScript & C#, NEVER be obsolete.

    DISCLAIMER: All views expressed on this site are my own and DO NOT represent the opinions of ANY entity whatsoever with which I have been, am now, or will be affiliated.
    ------------------------------

    Conference-CRMUG_200x200


  • 5.  RE: Notifications

    Posted 6 days ago
    Have you thought about using Power Automate to send push notifications to users' phones?  I do that when a new Case is created through email and it works great!

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    Terry Letkeman
    Bespoke Technology Services
    Winnipeg
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    Conference-CRMUG_200x200


  • 6.  RE: Notifications

    TOP CONTRIBUTOR
    Posted 6 days ago
    I've been reading up on the power automate options and that looks like a great way. My users don't really use their dashboards (I know!) but always has their Outlook up. Can you point me in the right direction to get more info on pushing them notifications for "upcoming phone calls or things like that?" I would like to learn and try it on a simple task.

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    Heather L
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    Conference-CRMUG_200x200


  • 7.  RE: Notifications

    Posted 6 days ago
    Power Automate is a very powerful tool with so many options.  I have it set up like this:
    - Email is sent to my helpdesk from a customer
    - Triggers the Email to Case process which I have customized to reply with an acknowledgment email to Customer and also send our customer support staff an email, which is largely ignored
    - Then I added a Power Automate process that sends a push notification to our phones when an email is received where the Subject starts with "New Case Created".  To do this, I used the Template for "Send a push notification when you receive an email from a VIP Customer" and instead of a Customer email address, I changed the condition to look at the Subject line.  Then I shared the Flow with the team, and voila.  It works well for us because we're not in the office 24/7 but we offer support 24/7 so it's important to know when a new Case comes in.
    This is a very simple example, but there's lots of templates out there and lots of information on how to use them.  I'm currently using Microsoft Learn to learn more about Power Automate - it's a really good resource and it's free.

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    Terry Letkeman
    Bespoke Technology Services
    Winnipeg
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    Conference-CRMUG_200x200


  • 8.  RE: Notifications

    TOP CONTRIBUTOR
    Posted 6 days ago
    Thank you for the info- will def look into it! I did find some YouTube videos by John J Levesque so it peaked my interest!

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    Heather L
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    Conference-CRMUG_200x200


  • 9.  RE: Notifications

    SILVER CONTRIBUTOR
    Posted 6 days ago
    Hi Kaylea,

    You can use Relationship Assistant cards to notify the users inside CRM without having to send an email. Microsoft has Relationship Assistant cards already integrated with Dynamics 365.

    Please feel free to let me know if you need any help in setting up the Relationship Assistant cards.I am happy to help to the community at no additional cost.

    Thanks
    Jay

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    Jay Buddhdev
    https://jaybuddhdev123.wixsite.com/powerapps365
    Regina SK Canada
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    Conference-CRMUG_200x200


  • 10.  RE: Notifications

    TOP CONTRIBUTOR
    Posted 5 days ago
    As you can see there's lots of different ways you can potentially get to what you need. I think the main question is - how do you want your users to see the notifications. On the phone? In their calendar? In outlook? In CRM directly? On a dashboard?.... Also frequency and timing: Do you want an active notification each time a task is coming up due? Each time a task is created? Once or twice a day a summary of all tasks that are created or due?...

    Once you have a clear answer to those questions it makes sense to decide on the tool to use for implementation.  PowerAutomate will be helpful for any type of integration with a system outside of CRM. Queues and relationship assistant are great tools within CRM.

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    Sissy Bottcher
    AlphaBOLD
    San Diego CA
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    Conference-CRMUG_200x200


  • 11.  RE: Notifications

    TOP CONTRIBUTOR
    Posted 5 days ago
    I really think that Power Apps / Dynamics 365 is missing a notification feature like users a used to seeing on social media and other web sites with the red indicator showing the number of notifications. Yes, we can use emails, dashboards, queues, Power Automate, etc. but it's just not the same.

    We have timelines in Power Apps / Dynamics 365, and you can see your personal feed. But having a notification in the top corner of the screen whenever you are mentioned in a post, something happens to a record you are following - or whatever you choose to get notified about - could really by useful.

    We are really pushing our users to use the timelines across the system and keep tagging records and users instead of sending emails. But it is really hard when they're not getting any notifications (we don't want to send emails either) when accessing the system.

    The Chatter (groups/timeline) and notification function in Salesforce is something Microsoft should look at replicating in Power Apps / D365:

    Image result for chatter notifications

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    BR,
    Niels
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    Conference-CRMUG_200x200


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