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My First CRM Dialog (Part 2)

Part 2 of the exciting Heidi-wrote-her-first-crm-dialog series.... See Part 1 here.  If you haven't read Part 1 yet, here's my disclaimer again: this is NOT a technical blog, not even a little bit. This is a blog for other System Admins who have shied away from dialogs because for some reason or another they scare some of us and we prefer to use workflow for everything. (Perhaps that's just me??) Anyway, moving on! Part 2 is going to deal with Steps, Pages & Prompt and Response. Part 3 will come another day!

Steps

There are so very many step types you can put here – most of which are very familiar from workflow writing. For this process where I’m essentially automating a call script within the system, I first need to select Page from the “Add Step” icon.

CRM Dialog Steps 1.png
Once you see a line item for Page, you can “Select this row and click Add Step” (which is quite self-explanatory). After that, select “Prompt and Response.” This is where it gets really fun…

CRM Dialog Steps 2.png

Prompt and Response

This gives you a new line to Set Properties to the Prompt & Response line you just added. This whole process will be repeated until you’re done with your dialog questions.

When you click Prompt and Response: Set Properties, it opens up a new window where you can specify a whole lot of stuff (which frankly confused the heck out of me initially).

CRM_Prompt_and_Response_Properties_Blog_Image.png
So let’s walk through this new screen, shall we?

Prompt Text: This is the question that will show up for your CRM user. For my case scenario, the Inside Sales Rep will view this question.

Tip Text: Use this to type any notes to your CRM user. This will not be shown as the question, but off to the right hand side of the dialog screen for their review.

Form Assistant section (on right): This will look very familiar to anyone who writes workflows. It works exactly the same way as it does for workflow. (Perhaps another future blog on this to come!)

Response Type / Data Type: Ah, here is where I made several mistakes. You live and learn. And then write a blog to help others make the same mistakes you did…
Welcome to the complicated part of Dialogs (for me anyway). I chose the wrong types. I thought I could do more here than what I really could. I didn't realized I messed it up until I attempted to add the new fields to the Contact form. (This is just as bad as doing a Dynamic Pivot Table export from an Advanced find, configuring ALL of your Pivot reports and THEN realizing you forgot to include a column in your view before exporting.)
 
I rewrote everything and selected “Single Line” for everything. Which works – but doesn’t help with rollup data at all. You just end up with a ton of text data. YUCK. That doesn’t work well for things you want with existing Option Sets, for example.

Which brings me to DIALOG TIP #1!! (if I could bring back the blink tag, I’d put it right here, right now.)

You CAN use a pre-defined option set from your Customizations/entity already in CRM for a prompt and response. It’s a bit annoying to configure, but so worth it to have the data flow properly and avoid duplicate info. Here’s how to make it work:

  1. Write your prompt text and tip text
  2. For Response Type, select Option Set
  3. Under Response Values, set the Value to be the same as the entity’s option set values

A 3 step process which takes much more time than the simplicity may imply!
That's all for today... more to come :)

 

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Tags CRM Dialog, CRM System Admin Blog, Steps, Pages & Prompt