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survivingcrm: Playbooks for Dynamics 365 Activity Templates
Источник: https://survivingcrm.com/2018/11/pla...ity-templates/
============== In my previous post I explored the current Dynamics 365 Customer Engagement solution update practices and used the Playbooks feature as an example. Here’s a quick overview of what the actual Playbooks offer. The official MS documentation, “enforce best practices with playbooks”, gives you a list of what the initial October ’18 release of Playbooks contains. The feature is essentially a way for a sales manager to determine a set of activities that sales users should perform when a real life event takes place that the playbook contents has been designed for. A checklist, if you will. To get started, you’ll need to have the Sales app upgraded to a recent enough version, so that the Sales Hub UCI app displays Playbook Templates under the App Settings: ![]() To kick things off, you could create examples of Playbook Categories for grouping your playbooks, since that’s a compulsory lookup on the Playbook Template form. The actual configuration work will all take place on the template, where you’ll first of all specify the record types that the playbook applies for. Right now it’s only lead, opportunity, quote, order, invoice, so don’t plan on using playbooks for any custom entities or other Dynamics 365 Apps than Sales. ![]() How you actually launch a playbook is via the applicable entity form. Let’s say we have created a Playbook Template for the opportunity entity and activated it. When navigating to an opportunity record we’ll see a “Launch Playbook” button on the Command Bar. This gives a list of playbooks the user has access to, with the option to launch one of them. ![]() ![]() ![]() Personally I don’t find this structure of having the resulting activities hidden away behind the Playbook record very user friendly. You can’t see the Playbook entity anywhere in the main Sales Hub sitemap, it’s just a related record for the main business record, or for the Playbook Template. If we have open activities that are about working on a particular opportunity but you don’t actually see them in the opportunity Timeline, then did they ever even take place? Sure, you could try and build a subgrid with deep queries FetchXML to get over the 2 hops in the relational data model, but that’s a bit of a stretch. The quicker way to simplify things is to go on the Playbook Template and set the field “Track Progress” to “No”. What this will do is generate all the activities directly regarding the business record. So, when launching the playbook for a record like lead, all of its activities will be found directly in the lead form’s Timeline. Also your sales users will directly see which lead they should be completing the calls, tasks or appointments for. ![]() Another thing to consider is how these Playbooks relate to the task lists you may have earlier defined via Business Process Flows. The checkboxes on BPF stages are certainly a more structured way to present things that must get done, but they suffer from the fact that they are just a checkbox on a record somewhere. Playbooks can produce actual activities that will sit on the user’s ToDo list until they get completed, with notifications and all the usual activity integration. Given how the new Unified Interface presents the BPF control as collapsed by default, thus hiding the fields defined for the BPF stages, these are less and less likely to be noticed by Dynamics 365 users. You do have more control over enforcing a business process via BPF fields, though, whereas Playbooks in their current form appear more as a guidance for actions the user should complete – as long as they’re aware that there’s a Playbook waiting to be launched. The post Playbooks for Dynamics 365 Activity Templates appeared first on Surviving CRM. Источник: https://survivingcrm.com/2018/11/pla...ity-templates/
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