Microsoft Dynamics CRM 4.0 Accelerators : eService Accelerator (part 3) - Modify the New Workflows & eService Configuration

Modify the New Workflows

1.	Now you need to make edits to the new workflows (see Figure 13). Six of the workflows will need to reference the crmwebuser we previously created. You can assign a user within your organization that has been designated as the primary portal user, or you can choose to use crmwebuser. In addition, one of the workflows will require you to update the URL that directs a customer to the website. Figure 13. Workflows added during the msa_eService.Install.exe installation. Note The accelerator ships with a Microsoft Dynamics CRM web user assigned. We need to remove this user and add an appropriate user, such as the crmwebuser we created.
2.	Edit the workflow labeled MSA-eService: New Case created via the eService Portal. Figure 14 shows this workflow. Figure 14. Edit the eService New Case workflow.
3.	Edit the Case:Created By Equals field to the appropriate CRM user.
4.	Edit the Send Email to Account Owner portion of this workflow by clicking the Set Properties button, and then update the From field with the appropriate CRM user (see Figure 15). Figure 15. Edit the eService New Case workflow with a new user.
5.	Click Save and Close to close the email template window. Then click Save and Close to save the changes to this workflow.
6.	Edit the MSA-eService: Case Note added via the eService Portal workflow (see Figure 16). Figure 16. Edit the eService New Case workflow.
7.	Update the Note: Created by Does Not Equal field with the appropriate user, making sure to remove reference to Microsoft Dynamics CRM Web User user.
8.	Edit the MSA-eService: Audit Account Updates via the eService Portal workflow and update the Modified by (User) Does Not Equal field with the appropriate user, making sure to remove reference to Microsoft Dynamics CRM Web User user.
9.	Edit the MSA-eService: Audit Case Updates via the eService Portal workflow and update the Case: Modified by Does Not Equal field with the appropriate user, making sure to remove reference to Microsoft Dynamics CRM Web User user.
10.	Edit the MSA-eService: Audit Contact Updates via the eService Portal workflow and update the Modified by (User): User Does Not Equal field with the appropriate user, making sure to remove reference to Microsoft Dynamics CRM Web User user.
11.	Edit the MSA-eService: New Service Scheduled via the eService Portal workflow and update the Service Activity: Created by Equals field with the appropriate user, making sure to remove reference to Microsoft Dynamics CRM Web User user.
12.	Edit the MSA-eService: eService Portal Account Sign-Up workflow and edit both URLs within the Send an Email with Instructions on How to Create an eService Portal Account (Set Properties) window (see Figure 17). The first page will allow users to create a new account. (By default, this is the CreateUserAccount.aspx page in the Sample Portal site.) The second URL is the default page that existing users will see when they visit the site. Figure 17. Edit the URLs within the eService New Case workflow.
13.	Within the CRM Workflows window, select all workflows that begin with MSA-eService, and then publish them. You should be prompted to publish seven workflows. If for any reason the workflows do not publish, review the previous steps and make sure the CRM user you’ve assigned has the appropriate CRM security role.

eService Configuration

1.	Within Settings, Customization, eService Configuration, verify that the eService Configuration entity is displayed within the Settings area of CRM. If it is not, check the Settings check box and then Save and Close. (You don’t have to publish the eService Configuration entity again.) Restart your browser.
2.	Configure the settings for the eService Configuration entity via Settings, eService Configuration. Select and then edit the eService Config V1 eService configuration listed (see Figure 18). Figure 18. Settings for the eService configuration.

The fields within the eService Configuration screen are as follows:

• Default Subject: When a case is created via the web portal, it will be assigned the default subject that you select here.

• Web User: Select the appropriate CRM user (for example, crmwebuser) to use as the portal user who has the following privileges:

  • Create, Read, and Update CRM cases, notes, and document attachments

  • Create and Read CRM service activities

  • Send and Read emails

  • Create, Read, and Update the custom entities associated with this accelerator

• Case List Setting: This field contains two options:

  • Open: Only open cases display when the customer logs in to the portal.

  • All: All cases (both open and closed) display when the customer logs in to the portal.

• Case Note Web Prefix: Use this prefix within a CRM note or keyword within a Knowledge Base (KB) article to make it public to a web user. This provides a layer of flexibility so that internal notes can be added without a customer seeing them. It also means that a KB article using this keyword can be searched via the web portal. By default, nothing is public unless the prefix is typed.

• Configuration XML: Do not make edits to this field, because this XML should be configured only through the eService Console. To keep users from accidentally editing this field, make it read-only.

• Default Language Code: 1033 is the default code for English. For a full list of country codes, visit: http://msdn.microsoft.com/en-us/library/0h88fahh.aspx.

• Active StateCode Value Name: This is the default names of the case state code. In the English edition of Microsoft Dynamics CRM, this is Active.

• Enable Open Case Button: By checking this field, you’re allowing customers to reopen cases.

• Enable Close Case Button: By checking this field, you’ll enable customers to be able to close open cases.

• Send KB Article Email from Contact Owner?: If you check this field, KB articles will be emailed from the contact’s owner (CRM user). If you uncheck this field, the email will be sent from the portal user (for example, crmwebuser).

• Maximum KB Article Length: This sets the maximum number of returned characters for KB articles.

• Send KB Article Email Method: This drop-down list contains two items:

  • SMTP: Set to SMTP if KB articles are emailed to customers through an SMTP account.

  • MSCRM: Set to MSCRM if KB articles are emailed via Microsoft Dynamics CRM. This is the recommended item if the CRM Email Router component is installed.

  Note

  It is recommended that the following fields be completed even if using the MSCRM drop-down list item. Failure to do so may result in email errors from the web portal.

  
  

• SMTP Server: Your SMTP server.

• SMTP User Account: The user account used to authenticate access to the SMTP account.

• SMTP Password: The user account password used to authenticate access to the SMTP account.