How to show the field that got changed in a view/dashboard?

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Posted on by USA80

I am wondering what the best way to go about this. I have call center who wants to know when fields get updated/changed in CRM. What is the best method to accomplish this? This isn't just a specific field either, it is all of them on about a handful of entities. They want to see this in a dashboard. They would also like to see the old value and then the new value. Looking for ideas/help. Thank you.

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PekkaSahlsten 827 on at

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CRM has the Audit Summary View in Settings > Auditing. This view lists all changes to all entities / records which have Auditing enabled. You can drill through to the individual records from this list and view their Audit Summary. This view is not available for dashboards, though.

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USA80 26 on at

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So would the call center people have to go through all the entities/fields in this area to look if there was a change or can they somehow just see the changes more easily in a different way?

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PekkaSahlsten 827 on at

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I'm not sure I understand your question completely.

You can enable Auditing only on the specific entities to narrow down the list. You can also use filters on the view to narrow the list down to e.g. to a specific date, entity, type of operation and/or user who modified it. Here I used the filter time=this week, operation=Update, entity=Contact, changed by=xxx.

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USA80 26 on at

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Is there any way for the call center to get alerted when there is a change to any of the fields or would that be a larger effort and it would be just easier if they just come here and look at it daily?

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PekkaSahlsten 827 on at

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You could implement workflows for each entity in question which would be triggered by field changes to the monitored fields. The workflow could then e.g. create a queue item or send a notification email.

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Hi USA80,

in my opinion the best approach would be the following:

1) create a new entity "Entity Change" with a memo attribute

2) create a plugin with a precreate message which compare before and after attributes values, and write textual difference in the memo fieldes if some differences are found (within attributes of interested)

3) prepare a dashboard for "Entity Change" entity

4) each time something change, manager can handle it with easiness

Hope it helps!

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Francesco Picchi

Microsoft Dynamics CRM Consultant, Bologna+Milano, ITALY

Independent Contractor

http://www.francescopicchi.com

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Hi USA80,

if you solved the problem thanks to an answer, please mark it as verified to encourage the community to provide more and more a better support. Thank you. Francesco

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Join my network on LinkedIn Follow me on Twitter

Thank You & Best Regards

Francesco Picchi

Microsoft Dynamics CRM Consultant, Bologna+Milano, ITALY

Independent Contractor

http://www.francescopicchi.com

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