Welcome to the first installment of Bryan’s Dynamics Gotchas! My name is Bryan Miller and I work in our CX Practice, focusing on our Dynamics CRM implementations. These blog posts will present some of the unexpected surprises I have run into, as well as my recommended solutions.
Situation #1: The client needed to show/hide and change the requirement level of fields on the Connection form based on the values of some fields. I assumed that business rules could do this.
Gotcha: The Connection entity is one of the few that do not support business rules!
Situation #2: The client needed to create email templates for activities so that they could send an activity with some notes to employees without a license. I assumed that I could create email templates for all activities.
Gotcha: All out of the box activities (except Service Activity) and custom entities do not support email templates!
Solution: The out of the box options were a workflow that sends an email or creates an email activity or a mail merge template. Mail merge templates were too clunky for them (i.e., they have to be opened in Microsoft Word) so the client went with the workflow as a temporary solution. Long term, the client would like to replace the workflow with a report or third party application that can create templates for activities.
Situation #3: The client needed to lock some fields down on the Account form so that some users could edit the fields on all records and everyone else could edit the fields only on records that they owned. I assumed that field security could meet these requirements.
Gotcha: Field security profiles only allow for full read, edit, and create rights! They do not give you the same permission levels as security roles (e.g., user/team, business unit, all/org-wide).
Solution: I proposed a solution where the locked down fields were stored in a custom entity (instead of the Account entity) so that we could leverage security roles to perfectly meet these requirements. After further discussions, the client decided that the custom entity was overkill and that the need to have all users edit the locked down fields only on records that they owned was a nice to have but not a show stopper.
Stay tuned for the next installment of Bryan’s Dynamics Gotchas! If you have any questions on Dynamics in the meantime, please comment below or email me at firstname.lastname@example.org.