Dilemna with Dynamics 365 Customer Service

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Posted on by Community Member Microsoft Employee

Hello Folks,

I am an IT professional but not a developer or a database Administrator. I recently signed up from Dynamics Customer Engagement Trial and only selected Customer Service app to install on the instance and experiencing the following issues - They might not be issues but before I signed up, I heard and saw that it was easy to customise the solution without any coding:

I still see Sales & Marketing using SiteMap - I haven't found a way to remove Sales & marketing apps and fields related to these instances from the instance and I am very confident that I didn't select Sales when select apps to configure
I thought I would be able to design the form and add new fields with minimal effort in the form but almost every thing I try and edit is locked and cannot be edited
No option to remove or disable the knowledgebase

I need to be able to configure the complaint form, process workflow and Contacts form to give a demo to my client advising that this solution can meet their requirements and customisation is possible without paying a developer but I seem to be proving myself wrong here.

I feel like what I am trying to do require some prior knowledge or some special skills rather than following your nose or it needs to be done using another application(Thinking of SharePoint Designer as an example for making edits in SharePoint)?

Would be great if you can suggest some options to achieve this please.

Thanks,

Sam

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Customer Service

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Community Member Microsoft Employee on at

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RE: Dilemna with Dynamics 365 Customer Service

Hi Guillaume,

I am a system admin - I have assigned myself Dynamics 365 Administrator role using Azure AD and also the system Administrator role within Dynamics.

Even the CRM book says: System fields. These are out-of-the-box fields that cannot be deleted but can be modified to some extent.

I am not trying to remove any fields from the system but just trying to remove them from the case form but it doesn't let me. I can customise the rest of the form except the header and system fields.
Community Member Microsoft Employee on at

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RE: Dilemna with Dynamics 365 Customer Service

I have done the above but still see the other applications. I contacted Microsoft and they asked me to Select the Customer Service app from Navigation and make it the default so that sort of works
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Community Member Microsoft Employee on at

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RE: Dilemna with Dynamics 365 Customer Service

Hi,

maybe you are not a syst admin. Could you try this: community.dynamics.com/.../dynamics-365-promote-to-admin

here is an website on how to corrctly customize your system/forms: crmbook.powerobjects.com/.../customization
Community Member Microsoft Employee on at

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RE: Dilemna with Dynamics 365 Customer Service

Hi Sam,

For the first issue, if you just want to see Customer Engagement other than Sales & Marketing using Sitemap, you could follow the steps below to edit the instance. But the prerequisite is that the instance type must be sandbox or production instead of Trial.

1. Login to Dynamics 365 Administration Center navigating by Office 365 portal - Admin Center

2. Select the Instance and click the Reset Button on the right panel.

3. Choose the target version and select the applications that you want to install. You could only choose Customer Service. Then click the Reset button to finish it.

If you instance type is Trial, you do not have access to do it.

For the second issue, it seems that you don’t have privileges to make customizations.

Could you kindly check your instance type? If you want to do customizations in Dynamics 365, your instance type must be sandbox instead of Trial.

Hope it helps.

BR,

Judy