Sonoma Partners Microsoft CRM and Salesforce Blog

Predictive Vision Service - Step by Step

Today's blog post was written by Mike Sherry, Developer at Sonoma Partners.

Part 1: Creating and Using a Model

Salesforce recently rolled out a really cool feature for its new Einstein AI platform: Predictive Vision.

The Predictive Vision service allows users to upload pictures to a pre-trained model, and the model returns its best guess (plus a few other probable options) of what is in the picture.

The application of this service maybe isn’t immediately obvious, so let’s imagine you’re a mechanic and you have your own repair shop. Actually - let’s imagine you’re a starship mechanic. That’s more fun. Your clients are sending you pictures of their busted up ships; they want you to send them repair estimates, and – being starship pilots – they want them fast!

Ship's Broke...

Ship's Broke...

The galaxy is a big place, filled with lots of different starships, so you can lose a lot of time figuring out which ship you’re looking at. Predictive Vision to the rescue! Using Salesforce’s API, we can build a robust model of all of the different types of ships that you work on. Then, when a customer wants an estimate faster than the speed of light, all you need to do is run their picture through your model, and you quickly know what kind of ship you’re working with. Since you already have a Salesforce platform complete with replacement part prices, cost of labor estimates, and everything else that goes into your business, we can build a slick tool to tie it all together – but that will have to wait for another blog post. For now, let’s get up and running with Predictive Vision.

Let’s Get Started

It’s easy to sign up for the Predictive Vision service and hook it up to your Salesforce org. The documentation provides excellent step-by-step instructions for creating a certificate from your Salesforce org, downloading the certificate, and then using it to create a new account, so we won’t go over it in depth here. There are also code repositories provided by Salesforce that allow you to quickly create a basic Visualforce page that utilizes an already created image classifier in your Salesforce org.  All you have to do is clone the code repositories, copy the code into your org, and then follow the instructions provided to get the Visualforce page set up.

Now that we’ve got our very own account and it’s hooked up to our Salesforce org, we can try out the Predictive Vision service using the default image classifier. Since we need it to identify space ships, let’s see how the default classifier does…

It IS a Space Shuttle. Not Bad!

It IS a Space Shuttle. Not Bad!

The model is 99.9975% sure that this is a picture of a space shuttle. Pretty cool! Maybe we can use the default model and be done with this project right now! Let’s test it with the picture of our customer’s broken ship first.

Definitely Not a Can Opener

Definitely Not a Can Opener

Syringe… nope. Can opener… nope. Slide rule… nope. Space shuttle? Eh. Close, but still not what we need.

The image classifications are only as good as the model we use (and the model is only as good as the data we give it – more on that later). The default model is pretty impressive, but we’ll get much better results if we have a model specifically tuned to the kinds of images we want to classify. So, let’s see how to create a Model of our own.

Create a Dataset

To create a brand new model, we now have to leave the Salesforce org and work directly with our account. has a pretty simple REST API that allows you to create new datasets, add labels, upload photos, create models, and classify new images using the models you create. Their documentation shows what the REST calls look like if you’re using cURL to communicate with, but they’re pretty easy to translate into whatever language or tool you’re most comfortable with. There has been some talk from Salesforce that they will be releasing wrapper functions for Java, Node.js, and other languages in the future. For now, though, we have to make our own.

The first thing to think about when you’re working with the API is how you’re going to get an authorization token. There is a shell script available here which will generate a token for you. It’s designed to run in a Linux or Mac environment, but we were able to get it working in Windows with a little bit of editing.

The easiest solution, however, might be to simply load the sample Visualforce page that Salesforce provides us. They went through the trouble to write an Apex class that gets an access token, so we might as well use it! Remember when we tested the general model? Right below the image, there’s a field called “Access Token.” We can simply load that page and copy the token. It’s valid for one hour and if it expires, we can just reload the page to get a new one.

Sample Visualforce Page with an Access Token

Sample Visualforce Page with an Access Token

Here’s an example of a wrapper function we wrote using Node.js and its request library to create a new Dataset:

Mike sherry 5

To call the function, we just give it a name for the dataset and a list of the labels we want. In our case, the dataset will be called “Starships,” and we’ll give a label for each of the different models of starship we repair at our shop.

Mike sherry 6

The API call returns a JSON object with a dataset id and a list of all of the labels in the dataset, as well as ids for each label. Keep this information around, because we’re going to need it later.

Add Some Images to the Dataset

Now that we have a dataset, we need some sample images to help our model know what it’s looking for. Salesforce recommends providing at least 1000 images per labels, and they also recommend ensuring that each label has roughly the same number of pictures.

For this example, we used about 30 pictures per label and it gives pretty good predictions, so your results may vary if you’re using more or less labels and what sort of images you’re using as input.

To add an image to a dataset’s label, use the “Create an Example” endpoint. You’ll need to convert the image on your hard drive into a file stream. In the Node.js example below, we used the fs library to do the conversion. You’ll also need to pass in the model and label id so that knows where to put the image. You can send a request to the “Get a Dataset” or “Get All Datasets” endpoints if you forgot the dataset/label ids.

Mike sherry 7

Once you upload an image, it can take a few minutes for your to process it and have it ready to do more work (training, returning information about your model). You’ll know it’s ready when you can hit the “Get an Example” endpoint and it returns information instead of an error message. If you get an error, give it a few minutes and try again.

Train the Model

Once you’ve created a dataset and loaded all the images, training a model is easy! All you have to do is make a REST call to the “Train a Dataset” endpoint. Again, you can use cURL or write wrapper functions in your language of choice. You just need to provide a name for the new model and the id for the Dataset the Model will be generated from.

The service returns a JSON object with some information about how the model is being trained, the dataset its using, its current status (it can take a long time to create a model if there are a lot of pictures in your dataset), and most importantly, the model id. To see if the model is ready, send a request to the Get Training Status endpoint.  When it’s ready, you can get some information about your Model’s accuracy by sending a request to the Get Model Metrics endpoint.

Once the Model is ready, you can copy the Model id back into your Salesforce Apex logic and classify images using the new Model!

Let’s Try It Out!

To use the new model, we’ll go back into our Salesforce org and pull up the controller class for the sample Visualforce page we made. Then in the getCallVisionUrl() method, we’ll change the final line so that it passes in our new Model’s id instead of "GeneralImageClassifier" and a URL to the image we’re trying to classify. It will look something like this:

return Vision.predictUrl('http://myimageurl.jpg',access_token, 'myModelId');

Nailed It!

Nailed It!

Our new model is 99.174% sure this is a picture of an X-Wing. With this information, we can now build out a more useful page that populates a service form with potential replacement parts, reputable part vendors, cost estimates, and all sorts of other information we already have in our Salesforce org. We’ve already learned a lot about predictive vision in this post, though, so the full integration of Predictive Vision with our estimate app will have to wait for another post.

NEXT TIME: Integrating into Lightning Components

Topics: Salesforce

Infographic - Dynamics 365: Fast Facts and Advice for Transitioning

In our continued effort to keep you up-to-date on the new and exciting Dynamics 365 platform, check out our infographic on Dynamics 365: Fast Facts + Advice for Transitioning.

Dynamics 365 infographic previewDownload the Infographic >>

Topics: Microsoft Dynamics 365

Driving CRM Adoption Through Effective Communication

Today's blog post was written by Scott Hinton, Principal Consultant at Sonoma Partners.

CRM implementation success is directly related to the level and speed of user adoption. According to Forrester, 49% of CRM people-oriented project issues reported were due to slow user adoption. Resistance to the change initiative is a major culprit. When a CRM project is announced, it's common for impacted users to experience fear and uncertainty related to leader expectations and how work will be done.

A comprehensive communications strategy, as part of a broader managed change effort, drives CRM adoption and positively impacts behavior change, leadership alignment, change readiness, and training efforts.

Change communication best practice is to launch clear, timely, ongoing, and effective project communications from multiple senders and distributed through multiple mediums with targeted messages. Communications are needed during the full duration of the project or program starting with an official launch long before implementation and continuing through the post go-live change reinforcement phase. Let's take a look at seven ways to maximize communication effectiveness and better meet project objectives overall:

1. Assess the Organization and Build a Communication Strategy

A baseline gauge of impacted users' level of awareness and understanding, as well as the historic level of success of change project communications, provides a starting point and informs the Communication Strategy. The Communication Strategy outlines communication objectives and provides the direction for the project change vision, communication plan, messaging, change branding, and communication roles to best facilitate end user movement from initial project awareness and understanding to buy-in. 

2. Create a Change Vision

The project change vision describes the project "Why." The vision is often referred to as the "Case for Change" and outlines the project value and who it is valuable to. It provides the foundation for minimizing resistance and maximizing adoption and overall engagement. It's also a powerful tool for aligning leaders because it incorporates business goals and defines what project success looks like.

3. Develop a Message Map

Precise messaging improves communication effectiveness. The process that outlines end user change topics is called Message Mapping. The Message Map defines impacted stakeholder expectations (leaders/employees), project benefits (organization overall, impacted users, and clients), where the organization is going and how/when it will arrive at the desired future state. According to Prosci, a global leader in change management research and education, employees want to understand the project "Why" and the risk of not changing. Communicating what's in it for me (WIIFM) based on what users really care about, is often overlooked and a critical communication component. 

4. Build and Manage a Communication Plan

The Communication Plan brings it all together. A few things to remember:

  1. Communication Plans typically include the communication month, date, audience, medium, frequency, key message/s, senders, and creation owners. Ask resources (HR, Marketing, etc…) with specific company knowledge and/or communication skills to review the plan and ensure the communication plan is covered at project team meetings and Sponsor checkpoints.

  2. Leveraging multiple senders beyond the project team including the executive sponsor, sponsor, and key functional managers is encouraged. According to Prosci, "Employees prefer to hear messages about the business issues and reasons for change from the sponsor and prefer to hear about the day to day impact on their jobs from immediate supervisors." Use designated change agents to reinforce key messages. This distributes the role of change leadership throughout the organization.

  3. Utilizing a mix of communication mediums is also important including face-to-face because it's more personal and better facilitates dialogue.

  4. Repeating key messages at least five times increases the likelihood that the information is absorbed.

Scott hinton table 6

5. Know the Audience

A structured change management framework better facilitates adoption because it’s not a one-size fits all approach. Through various assessment tools, unique user requirements and perspectives are captured, and communication can help address particular needs.

6. Ensure Feedback Loops are in Place

Emphasizing listening and providing feedback loops ensures all voices are heard. This allows impacted users to be part of the change; ideas are captured and trends are identified. Feedback should also include pulse surveys to validate communication effectiveness.

7. Create a Change Initiative Brand

A change brand creates message consistency and is a powerful communication tactic for strategic change programs. Branding could include a slogan, change initiative name, and logo. It’s a great way to market the change and develop brand identity, recognition, and legitimacy.

Early communication supports greater project awareness. Thoughtful and deliberate ongoing communication builds understanding, acceptance, and ultimately buy-in. An effective communication strategy will account for and increase the degree of change readiness at the individual and organizational level and result in quicker and higher overall adoption levels and project success.

As always, please reach out should you have any questions.

Topics: CRM Best Practices

Proper CRM Planning in an Impatient World

Today's blog post was written by Scott Zelinski, Senior Director at Sonoma Partners.

The pressure on Sales, Marketing, and IT leadership to deploy CRM quicker and cheaper is higher than ever. In addition, senior management expects CRM solutions to be deployed for their organizations with minimal disruption and immediate business benefit.

Cloud-based CRM platforms like Salesforce release new features and functionality three times a year and bombard their clients and prospects with stories of quick deployments and ROI success in an incredibly short amount of time. Mobility, predictive analytics, linkages, or acquisitions of related applications are announced constantly. On the other hand, research groups like Forrester and Gartner claim nearly half of CRM deployments fail due to lack of adoption and proper planning.

So where is the middle ground? The days of detailed and drawn out strategic CRM planning are over. Current solutions can be stood up in a matter of days and cloud-based licensing begins almost immediately upon signature; the meter is running. Yet standing up a solution quickly and expecting adoption and business return to follow with no plan simply won’t work.

Step 1: Define Scope of CRM

When we begin discussions with our clients and ask them to define what CRM means to them, they often talk only about sales force automation functions – turning leads into opportunities and orders. As depicted in the figure below. CRM encompasses every way you touch your prospects and clients/customers. The customer life cycle stages depicted may not be exactly yours but they’re close, and each is an important piece of your CRM plan.

Step 2: Identify CRM Business Capabilities

The number of solutions, modules, apps in the market today is endless, but the business capabilities that your firm is trying to achieve do not change. Organize your thoughts by identifying the business capabilities that are most critical to your firm. See examples in the figure below.

Step 3: Self-Assess

Rate each business capability on two axes: (1) criticality to your business and (2) how well you currently achieve it. The results will create the starting point where planning and research need to occur. Identify the senior leaders in the business and in IT that will likely need to address improvements and increased business value.

Step 4: Create Your Plan

Make it simple, start with quick wins, especially those that drive the behavior and adoption from the field (not senior management). With the appropriate business capabilities identified, strategic research can be done that focuses appropriately on a smaller number of initiatives without being overwhelmed.

Step 5: Begin to Execute Your Plan

Realize that CRM is a program, not a project. Think in terms of evolution of maturity, the desired future state won’t happen overnight, but each project advances your organization in the capabilities you desire the most. Continue to track and score your organization as priorities will change.

Scott Z blog imgIf you need assistance with these types of challenges in your firm, we welcome the discussion: contact us.

Topics: CRM Best Practices

Looking for Our Pot of Gold with Spring '17

Today's blog post was written by Troy Oliveira, Principal Developer at Sonoma Partners.

If you’ve logged into a Salesforce sandbox in the last couple of days, you may have noticed that things are a little sunnier than they were last week.

That’s because Salesforce updated sandboxes to the Spring ’17 release over the weekend.

As we’ve come to expect over the last few releases, a big theme in Spring ’17 is LIGHTNING, LIGHTNING and more LIGHTNING. Apparently after all of that lightning has cleared up, you’re left with a fun, animated rainbow. Does this mean that there isn’t anything of value for Classic customers? Hardly, but it does continue the pattern of Salesforce focusing a great deal of their efforts in making Lightning the future of the platform.

Troy o 1

Service Cloud, Struck by Lightning

The big ticket item in Spring ’17 has got to be the Beta release of Service Cloud Lightning. Salesforce has completely overhauled the Service Console that we all know and love from Classic and turned it into the Salesforce Console for Service.

Troy o 2

This marks the last major cloud to move into the Lightning Experience and has led to some pretty fun innovations under the covers that benefit the entire platform.

Knowledge has been completely re-imagined for Service Cloud Lightning and as a result, this is a place where moving from Classic to Lightning will require some additional configuration and migration of data.

Other key takeaways for the Service Cloud Lighting also include Live Agent, an iOS App for Field Service Lightning and a more streamlined setup experience (We'll post more on these features soon!).

Making Lightning Yours

As Lightning has grown in feature parity, Salesforce has started to put a great deal of effort into making the interface configurable to and allowing more flexibility for granular control of the look and feel.

A big step forward in Spring ’17 is the ability to create Lightning Pages that can be scoped to Profiles or Record Types. This was a heavily used feature in Classic page layouts, but now extends even further by allowing for even more customization beyond just the “Details” that are shown.

Paths and Kanban

In the initial roll-out of Lightning, Salesforce provided a Kanban view of Opportunities. This provided a great way to be able to see (and make changes to) Opportunity records based on what stage they were assigned to. In Winter ’17, this was expanded to include Leads as well.

Now, the same abilities have been extended to Quotes and Custom Objects. Add your own custom Paths, and you can have a custom Kanban view of your Custom Object. This will provide you with the same ability to track stages and milestones for your custom objects as already existed for Leads and Opportunities.

These are my favorite things!

Finally, I come to what is probably one of my favorite new tidbits that has been thrown in with Spring ’17 but isn’t getting much buzz: the ability to mark records and views as “favorites” in Lightning. Much in the same what the bookmarks help make your web browsing experience more targeted, Favorites will keep you from stumbling through Salesforce looking for that exact right view of what you need to see. Simply click the  button in the global actions portion of the page to mark “favorite” it. And voila, you have a quick link back to the page that you can get to from anywhere. Switching between apps? It doesn’t matter; the favorite keeps tabs of what app you were in when you clicked it.

Troy o 3

Don’t just take my word for it.

Obviously these are just some of the highlights that I’ve found to be particularly exciting. For more information about the Spring ’17 release check out the Release Notes or the Salesforce Releases YouTube Channel for more.

If you have any questions on how Spring ’17 will affect you or would like some help getting started, please Contact Us. We’d love to hear from you!

Topics: Salesforce

Dynamics 365 – Email Engagement

Continuing with our posts regarding the release of Dynamics 365, next up is the new Email Engagement functionality Microsoft has added to the core product.  Additionally, head over to the CRM Roadmap site, or the CRM What’s New site to see more of the features that have recently gone live. 

Email Engagement is the ability to see tracking statistics about emails that are created in, and sent out of Dynamics 365.   Or in other words, Email Engagement enables monitoring of activity taken by the recipient of the email.  Specifically you can monitor when the recipient:

  • Opened the message
  • Clicked on a link
  • Opened an attachment
  • Replied to the email

You also have the ability to schedule when the email should be sent based on when you think the most effective delivery time is for your message.  You can also set alerts to remind you when you should follow up on the email.  You can view additional information on Email Engagement from Microsoft via this link.

We’ll go into more detail in using Email Engagement below, but first lets discuss how to get it enabled.

Enable Email Engagement

In order to enable Email Engagement for Dynamics 365, you need to accept the Preview Terms and Conditions.  To do this, navigate to Settings –> Administration –> System Settings.  Then click on the Previews tab, and make sure you’ve checked off that you agree to the license terms, and enable Email Engagement.


On top of enabling the preview feature, you’ll also need to enable Server Side Sync for SharePoint and Exchange in Dynamics 365, and enable OneDrive for Business in Dynamics 365.

You’ll also have to enable document management for the Email entity, which can by done by going to Settings –> Document Management –> Document Management Settings.  Check the Email checkbox and you should be good to go here.

Finally,  you need to accept the Email Engagement terms and conditions in Dynamics 365 and set some other options (cards etc.).  This can be completed by going to Settings –> Relationship Insights.  With the initial screen, you’ll have to click on the “I have read and accept these terms and conditions” checkbox and click on Continue.  Then click on the Email Engagement tab, and click on the checkbox by “By enabling this feature, you consent to share your data…” and click on “Begin Setup.”


The setup process will then begin and could take some time, but once it completes, you’ll have to click on another checkbox next to “Turn on email engagement for your organization” and click on Save.  You should now be good to go to use Email Engagement!


Using Email Engagement

Note that Email Engagement only works for emails that are sent out of Dynamics 365 (versus emails sent from Outlook / Exchange that are tracked in CRM).

The first thing you’ll need to do is simply create a CRM email as you would normally.  However, now when you do so, you’ll see additional content on the email message in an Email Engagement section.


When new emails are created, they’re automatically followed.  You can click on the DON’T FOLLOW link to not follow this particular email.  However, there is a “Follow Email” field on the Contact that you can update to “Do Not Allow” and when doing so, the next time you create an email in Dynamics 365, by default the email will be set to not be followed.




You can click on View Preferences to see which recipients on the email have their setting set to Do Not Allow, and you can also attempt to retry following the email should the recipients’ preferences be updated.

Note:  That there seems to be a bug with this functionality currently at the time of this blog post.  When the email is initially created, it still shows that the “Recipient Activity will be followed” when the email form opens, regardless of the “Follow Email” preference on the contact record.  If you click on DON’T FOLLOW and then click on FOLLOW, that’s when you’ll see the indication above that one or more of the recipients prefer to not have their email activity followed.  A Microsoft Connect feedback item has been logged here.

From this area, you can also specify a time to actually send the email if you don’t want it to be sent immediately (based on research that you may have done that indicates best time to send specific communication).  Clicking the SEND LATER button will pop up a dialog that will allow you to pick a date and time for the email to be sent.


If you click on SET REMINDER you’re able to set one of the following reminders:

  • If a reply isn’t sent
  • If the email isn’t opened
  • Remind you regardless of lack of recipient activity


Both reminders and email scheduling must be done in the future, and the system will prevent you from setting them up for the past.  Once they’re setup, you’ll see the Email Engagement section change slightly which will allow you to modify the settings you setup, as well as remove them should you desire.


When you’re in CRM and looking at the relationship assistant, you’ll see a card for the reminders you setup that executed.  In this example, since the email wasn’t opened by the date specified, a card shows up for me indicating as such.  I can open the recipient, open the email, snooze the reminder card for 12 hours, or dismiss the reminder card.   Out of the box, these appear to only display on the Dashboards, and not on the actual Contact record.




You have the ability to not only follow activity on a particular email (opens, clicks, replies), but you can also follow activity on attachment views.  Each time an attachment is opened is counted as an attachment view.

In order to follow attachment activity, you must first save your email (don’t send it).  Then click on the + sign in the Attachments sub grid.

Once you Browse to the file and click on Attach, you’ll see a new Follow button.  After you click on the Follow button (which will upload the attachment to OneDrive for Business which you configured earlier), you’ll have the option to stop following, or simply close out of the attachments dialog.  You can always get back to the dialog to follow, stop following, and remove the attachment by clicking the attachment hyperlink in the attachment sub grid on the email form should you decide to do so later.





Recipient Activity

When you’re on an email that’s being followed, you’ll notice a new area Recipient Activity that shows a summary view of the number of opens, attachment views, link clicks, and replies.  Directly below the summary you can see each individual detailed activity which is rolling up to that summary.  Note:  I had to track the reply from the recipient for it to be counted as a reply (Dynamics didn’t automatically notice that there was a reply in Exchange and instead needed the reply in Dynamics to count).


You’ll notice that the location of where the email was opened is also tracked.  In this case I just opened it from my laptop, but it would also show if I opened it from my phone as well.

Recipient activity is also visible on dashboards in the new Relationship Assistant area as a separate card.  This is also displayed on the new Dynamics 365 tablet and phone apps, you can see the same card displayed in the new Landing Page


image image

The Email Engagement functionality extends a little bit beyond the actual email that was sent.  If you used an Email Template, Dynamics 365 will track the opens and replies that were made to emails that used that template.  Dynamics 365 will also let you know if a particular template is recommended due to past performance.  Below you can see that Dynamics 365 is recommending the Contact Reconnect email template due to past recipient activity. 


When a user goes to create a new email in the future, the recommended templates will be easily visible to select from via the green star indicator.


Topics: Microsoft Dynamics 365 Microsoft Dynamics CRM Microsoft Dynamics CRM Online

I’ve Got 99 Problems, And CustomControlDefaultConfig Is One

Today's blog post was written by Mike Dearing, Principal Developer at Sonoma Partners.

When attempting to import a CRM 2016 SP1 solution the other day, I was greeted with an error that I hadn’t seen in a while: “cannot insert duplicate key.” Typically, this means that someone created a new field in the target environment and the source environment with the same name but different casing such as “new_test” in the source and “new_Test” in the target. SQL ignores casing, but CRM detects the difference and assumes these are 2 separate fields, so it attempts to create the new column, causing the duplicate error message. When checking a trace though, the following was logged:

The dependent component Entity (Id=XXXXX) does not exist.  Failure trying to associate it with CustomControlDefaultConfig (Id=xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx) as a dependency. Missing dependency lookup type = EntityObjectTypeCodeLookup.

So, I began my Google journey. It turns out I was not alone here, and that many others had already documented their struggles and their progress. Everything pointed back to the customcontroldefaultconfig entity, as the trace suggested. There appear to be a few possible cases of bad data that can occur:

  1. There can be multiple instances of one customcontroldefaultconfigid occurring in this table.
  2. There can be multiple instances of a primaryentitytypecode occurring in this table.
  3. There can be instances of primaryentitytypecode in this table that don’t exist in this environment.

#1 and #2 may be closely related, but I at least confirmed that #2 was an issue for me. I also noticed #3 in my environment. For #3, it looks like Microsoft is bringing over the entity type code of an entity from a source environment and using it in a target environment, which is not a reliable practice for custom entities since you can’t ensure the type code will be the same between environments. For #1 & #2, I’m not certain how these come to exist, but it may be through the usage of segmented/partial solutions.

Each thread I found online suggested direct SQL detection and deletion. I didn’t immediately see a reason why, since this entity is queryable through the API, so I wrote a LINQpad script and checked it out. I queried the target environment’s metadata for all custom entity type codes to try to fix #3 from above. This returned one record, and the primaryentitytypecode in the result set actually said "none" since it was trying to convert a type code into an entity name but failing to find the entity in this organization. I went ahead and tried to delete the record, and no errors occurred. Looking in the database though, the record was still there. While frustrating to hit this dead end, at least now I understand why every thread suggested direct SQL cleanup, since API deletions appear to be ignored for this entity type. Here is the code for reference:

var connection = CrmConnection.Parse(connectionString);
var orgService = new OrganizationService(connection);

var entityFilter = new MetadataFilterExpression();
entityFilter.Conditions.Add(new MetadataConditionExpression("objecttypecode", MetadataConditionOperator.GreaterThan, 9999));

var attributeExpression = new AttributeQueryExpression();
attributeExpression.Properties = new MetadataPropertiesExpression("logicalname");
attributeExpression.Criteria.Conditions.Add(new MetadataConditionExpression("logicalname", MetadataConditionOperator.Equals, "donotreturn"));

var relationshipExpression = new RelationshipQueryExpression();
relationshipExpression.Properties = new MetadataPropertiesExpression("schemaname");
relationshipExpression.Criteria.Conditions.Add(new MetadataConditionExpression("schemaname", MetadataConditionOperator.Equals, "donotreturn"));

var entityQueryExpression = new EntityQueryExpression()


                Criteria = entityFilter,
                AttributeQuery = attributeExpression,
                RelationshipQuery = relationshipExpression


var retrieveMetadataChangesRequest = new RetrieveMetadataChangesRequest()


                Query = entityQueryExpression


var metadataResponse = (RetrieveMetadataChangesResponse)orgService.Execute(retrieveMetadataChangesRequest);

var entityTypeCodes = metadataResponse.EntityMetadata.Select(x=>x.ObjectTypeCode).ToList();

var ccdcsToDelete = orgServiceBCG.RetrieveMultiple(new FetchExpression(String.Format(@"
                                <entity name='customcontroldefaultconfig'>
                                                <attribute name='primaryentitytypecode'/>
                                                                <condition attribute='primaryentitytypecode' operator='not-in'>
                                                                <condition attribute='primaryentitytypecode' operator='ge' value='10000'/>
                </fetch>", String.Join("</value><value>", entityTypeCodes))));

foreach (var ccdcToDelete in ccdcsToDelete.Entities)


                orgService.Delete("customcontroldefaultconfig", ccdcToDelete.Id);


When discussing with Microsoft, they suggested manually removing the "CustomControlDefaultConfig" xml elements from each entity node in the solution import every time, which does appear to prevent the error from occurring since it isn’t attempting to insert the duplicate row any longer. This is pretty time consuming though, so if you are on CRM Online, see if you can get your support representative to clean up your customcontroldefaultconfigbase table for you. For On-Prem, you can go the direct SQL route and delete duplicate rows or rows that have no matching entity in the environment. Be extremely careful and take a database backup before doing any direct SQL deletion since this is unsupported and may have unexpected results. The following SQL should allow you to detect the rows for the three cases discussed above:

-- #1 Detect duplicate CustomControlDefaultConfigid
select count(CustomControlDefaultConfigid), CustomControlDefaultConfigid
from CustomControlDefaultConfigBase
group by CustomControlDefaultConfigid
having count(CustomControlDefaultConfigid) > 1

-- #2 Detect duplicate PrimaryEntityTypeCode
select count(PrimaryEntityTypeCode), PrimaryEntityTypeCode
from CustomControlDefaultConfigBase
group by PrimaryEntityTypeCode
having count(PrimaryEntityTypeCode) > 1

-- #3 Detect PrimaryEntityTypeCode that doesn't exist in this environment
select CustomControlDefaultConfigId, primaryentitytypecode
from CustomControlDefaultConfigBase
where PrimaryEntityTypeCode >= 10000 AND
PrimaryEntityTypeCode not in
                select objecttypecode
                from entity
                where objecttypecode >= 10000

Microsoft said that this is in their product backlog and being worked on, but had no ETA for a fix. They also unfortunately didn’t have any details on what the cause is for these issues. If you’re encountering these as well, please consider opening a support ticket to help escalate a fix. Here’s to hoping for a new year with one less solution import error on each of our plates!

Topics: Microsoft Dynamics CRM 2016

Troubleshooting Currency Rollup Fields

Today's blog post was written by Ian Moore, Senior Developer at Sonoma Partners.

Rollup fields are an excellent feature in Microsoft Dynamics that allow you to compute aggregate data for an entity across child records. They work great with currency fields - but if you run into trouble, you must be aware of some native fields that help control currency values.

We recently encountered an issue where currency rollup fields were not calculating for a particular account – other accounts in the system were fine, but one record would give warnings when it was opened.

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The warning seems to point to the exact issue; one that can be common if you are loading data from external sources. Any record that has currency fields will automatically have a Currency (transactioncurrencyid) field added to it in order to have the correct value.

Trying to refresh the rollup field through the UI caused the following error pop-up with the same message:

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The log file from this error also pointed to missing a missing currency somewhere in the rollup calculation:

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The logical next step is to use Advanced Find to locate any records in this rollup that do not contain data for the Currency field, as well as verifying that the account itself had a Currency set.

In our case, everything looked in order. Both the account and all child entities in the rollup field contained “US Dollar” as their currency.

So, why the error?

It turns out there is a second native field involved for any currency data in Dynamics CRM: Exchange Rate

Adding Exchange Rate to our account form, we could see it was blank:

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How do we set this field? Any effort to populate it through the API were fruitless – the value was simply ignored. What worked? Update one of the currency fields on your record to any value, save, and the system will automatically set the Exchange Rate for you.

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With this value in place, our roll up fields calculated as expected!

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If you’re having trouble with currency rollup fields, just remember to check two pieces of data:

  1. Currency field on the parent record and all child records
  2. Exchange Rate field on the parent record and all child records

Thanks for reading! If you run into further problems with this or otherwise, feel free to reach out.

Topics: Microsoft Dynamics 365

Quick and Easy Trello to CRM Integration

Today's blog post was written by Angel Shishkov, Principal Developer at Sonoma Partners.

At Sonoma Partners, we use CRM to track our internal work tasks, among many other things. Some of our clients and projects use their own systems for work and defect tracking, like Jira, Trello, or Excel, so we often have to consolidate data between the systems.

Today, I am going to talk about a quick and easy integration we built to bring Trello cards into CRM tasks.


First of all, I will assume you know what Trello is and how it is used. In this particular case, we used the cards as the equivalent of defect reports, along with comments, image attachments, and moving the card between different lists to indicate a status change. The manual process was to have our QA open the card in Trello, review the comments, create a record in CRM, and manually copy the card contents into it. The goal was to automate this process and eliminate the manual copying of the card contents into CRM.


I’d like to qualify what I mean by “quick” and “easy,” since both of those are relative terms. As far as integrations go, this one is quick because you could set it up in less than a couple of hours, and it is easy because it does not require you to learn the intricacies of either system being integrated (Trello and CRM in this case). There is some code involved, and your mileage will vary based on your development experience.

We need a way to create a CRM Task from a Trello Card, so we are going to need a way for the user to trigger this action while they have the Trello card open. For this example, we are going to use a Chrome Extension to put a button in the Chrome toolbar for the user to click. The actual logic we will write to read the Trello card and create the CRM Task, however, is not specific to Chrome Extensions.

The way we are going to connect the two systems is where the “easy” part comes in – we will not use either the Trello, CRM API, or SDK to do this, so you do not need to learn either. We are going to pull the Trello card’s contents through the Trello JSON feed, which is a feature that allows you to get a card’s contents in JSON format simply by adding “.json” to the end of the card’s URL. Since the user already has the card open in their browser, this should be easy. As for creating a Task in CRM, we are going to cheat a bit and not actually create the Task, but rather open a new Task form and pre-populate the subject and description fields with data from the Trello card. The user can then review the Task, make any changes, and hit Save to create it in CRM.


We need to set up our Chrome Extension first, however, I will not go in-depth about Chrome Extensions since that isn’t the focus of this article. I will lay out the basic steps, and know that there is much more detail online for those interested.

  1. If you have Visual Studio or you have done this before, you can use the Chrome Extension project template available here.
  2. If you are setting up the extension folder manually, create the following folder structure:
    1. app
    2. app\img
    3. app\lib
  3. In the img folder, put a 19x19 pixel image file called, "icon.png." This will be the icon of the extension in Chrome.
  4. In the lib folder, put a copy of the minified jQuery library. You can download it here. In this example, we will use jquery-3.1.0.min.js
  5. In the app folder, create the following three files. We will add content to them later.
    1. json
    2. html
    3. js

Now you should have your three folders set up with some files in them. Let’s add some content.

Open manifest.json in a text editor.

  1. manifest.json is the file that tells the Chrome Extension what components are included, what permissions are required, etc. Paste the following and save the file. If you did not use the file names above, make sure to change them below as well.

Open popup.html in a text editor.

  1. popup.html is the little web page that will open when you click on your extension icon in the Chrome toolbar. We don’t strictly need a web page for a simple extension like this, but we will add one for future enhancements anyway. Our web page has a title and a button for the user to click. Paste the following and save the file.

Open popup.js in a text editor.

  1. popup.js is the JavaScript “code behind” for the HTML page we set up above. It will handle the button click, read the Trello card, and open the CRM Task form. We are going to paste the whole code in there, and I will explain the functions individually. There is one part that you will need to edit in this code. The part marked with a //TODO comment has the URL to the CRM org. Replace yourorgurl with your CRM org URL. Paste the following and save the file.
  2. We will begin at the bottom first. The part that start with “document.addEventListener” just tells the page to call our init() function when it has loaded (that is, whenever the user clicks the extension icon in Chrome, which causes the page to display).
  3. Back up at the top, “TrelloToCRMController” is just a nice way to encapsulate all our logic into one “namespace.” All our methods are inside this namespace.
  4. Taking the methods from the bottom again – the init() function is what is called when our Chrome Extension webpage opens. It finds the Create Task button on the page and attaches a click handler function to it. This function will get called when the user clicks the Create Task button and it is called btnCreateTask_Clicked.
  5. The btnCreateTask_Clicked() function is called when the user clicks the Create Task button. It uses the Chrome Extension API to get the currently active tab in the browser and pass it to the createTaskFromTab function.
  6. The createTaskFromTab(tab) function takes a Chrome tab as a parameter and is the main function that reads the Trello card and opens the CRM task. It goes through several steps:
    1. Append “.json” to the end of the URL of the current tab (which we assume to be an opened Trello card). You can try this in your browser – open a card in Trello, then edit the URL in your browser to add “.json” to the end. This will take you to a page that has a JSON representation of the card. JSON is a format that is easily read by JavaScript into an object we can use in code. There is a comment in the code that shows the basic JSON format for a Trello card, or you can use a JSON visualizer online to check it out yourself.
    2. Call getJSON to retrieve the JSON contents of the Trello card. We are using jQuery, which was included in the extension during setup, so we have access to the $.getJSON method. It is an asynchronous method, so the rest of the code is inside the callback function.
    3. We are going to set two fields on the CRM Task – the title and description. The title will be the card name, but we want the description to be a list of all the actions on the card – comments, attachments and moves from one list to another. These actions are stored in the card.actions collection, so we loop through all of those to construct a description string.
    4. There are different types of Trello card actions, such as “commentCard”, “updateCard”, etc. They have slightly different properties, so we have a case statement to process each. For “createCard” we just log who created it. For “commentCard” we record the comment text. “updateCard” is a move from one list to another, so we record the previous list and new list in the string. And for “addAttachmentToCard” we just record the URL of the attachment.
    5. Once the description string is prepared, the last piece left is to open the Task form in CRM. Forms in CRM can pre-populate their fields with data based on parameters passed in the URL. Specifically, there is a parameter called “extraqs” that can contain a list of name/value pairs of field names and their values. We are going to use this feature to open the Task form with a pre-populated subject and description. Finally, the newTaskUrl variable is the URL to a new Task form in CRM and we use the Chrome API to open a new tab to that URL.


This is the last step (besides all the bug fixing and enhancement requests that will come) in the example. Since we used a Chrome Extension to host our solution, we will need to install it in Chrome to test it out.

  1. Open Chrome, click the ellipsis on the top-right for the menu and open the Settings page. Select Extensions on the left.
  2. Check the Developer Mode checkbox on the top. This will display a couple of extra buttons. We are going to use Developer mode to quickly deploy our extension, so we don’t have to bother with deploying it to the Chrome app store.
  3. Click the Load Unpacked Extension button on the top. If you don’t see it, make sure Developer Mode is checked.
  4. Browse to your “app” folder and select it, click OK.
  5. You should see your extension appear in the list on the Chrome Extensions page. Make sure Enabled is checked and there are no errors. If you make any changes to the code, you can come back here and click Reload to update the extension with your latest changes.
  6. You should now see the extension icon you added during Setup show up in the top right of the Chrome browser.
  7. Open Trello, browse to a board and open a card to test with. With the card open in the Chrome tab, click the extension icon. A small webpage will drop down with a Create Task button. When you click it, a new Chrome tab will open with your CRM task. Congratulations!


This is a relatively simple and bare-bones integration. It is not very configurable, has no error handling and doesn’t look great, but it gets the job done. If you are looking to expand on this or build something much more complex and you need some help, give us a call. Thanks for reading!

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Topics: Microsoft Dynamics 365

Artificial Intelligence: All the Rage with CRM Today

Today's blog post was written by Kristie Reid, VP of Consulting at Sonoma Partners.

The latest CRM buzz is around Artificial Intelligence. No, not the kind of AI that allows computers to take over the world (yet) or the latest winner of Jeopardy.  I mean the kind of machine learning that can process your CRM data to reveal some pretty amazing things. Some of the use cases thought of so far include:

  • Predictive analytics for lead scoring
  • Proactive notification to identify deals going south before the sales person recognizes what is happening
  • Understanding customer sentiment without needing to pick up a phone to see if they are happy or dissatisfied
  • Automated email creation that inserts the content before you can even think of what to write Kr 1

Salesforce made a huge announcement a few weeks before Dreamforce about “Einstein.”
This is what they are coining as their machine learning technology built directly into the
Salesforce platform. In true Salesforce fashion, they went big at their annual conference with adorable Einsteins running around with the 170,000 attendees.

Kr 2Microsoft doesn’t have a catchy title like Salesforce (or a cute logo), but they do have Azure Machine Learning. This product is currently more of a platform which can be configured and incorporated into your Microsoft products, including Dynamics CRM (or Dynamics 365 for Sales these days).

No matter which product you use, this is exciting stuff for CRM applications which have historically been thought of as overhead. Imagine telling your sales team that CRM can now write their emails for them!

But before announcing how smart your CRM system is to your organization, here are some things you will want to consider:

  1. You must feed the beast: The predictive analytics engines that power these tools require data for them to analyze. So, for new CRM implementations, this may take a while. Be realistic about what you can expect and when.
  2. Garbage in makes even worse garbage out: Artificial Intelligence does not resolve the age old issue of "bad data in, bad data out." Except now, there may be more risks exposed since "bad data in" could lead to bad decisions.
  3. Who’s right, who’s wrong: What if the output from the machine learning algorithms doesn’t match your rules? These instances can be taken case by case, but this is something that should be monitored by a business sponsor who understands.

Questions/comments/concerns? Give us a shout.

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Topics: CRM Best Practices