Home > MSCRM General > Call Scripting in Microsoft CRM 2011 – Workflows Reborn

Call Scripting in Microsoft CRM 2011 – Workflows Reborn


Microsoft CRM 4 lacks call scripting features and customer especially call center customer will have to buy 3rd party add-ons like TK Dialogues, custom ASPX pages etc. to fulfill this requirement.

However, Microsoft CRM 2011 provides call scripting out of the box using processes. Processes are now used in place of workflows. Microsoft has categorized processes in Workflows and Dialogs. Workflows are same old workflows but dialogs can be utilized in various ways i.e. Call Scripting, Approval Processes, User Feedback Process and many more as CRM 2011 gets introduced in various industry sectors.

In this post, we will discuss processes from two perspectives. One is related to designing a process and other is execution of processes. Processes are located in Settings -> Process Center in navigation pane as shown below:

Microsoft CRM 2011 provides a designer tool for designing processes and this designer tool is very much similar to workflow designer but much more capabilities as compared to workflow designer. Now you have the options to prompt and get user input into process.

For the sake of clarification, lets design a script for call center representative to ask first name and last name of customer  whenever takes a call from customer.

This script will be designed to execute on phone call activity as shown in the category attribute.

Now we will add a page and then add two prompt and response steps for first name and last name and one prompt and response step for email.

We have almost designed are very simple Call script that will ask standardize our response when a call is received from customer. It will first ask for first name & last name. Then will ask for customer email address. Here we can specify as many steps as required to implement you call scripting needs and you can utilize the values gathered through this script to send emails. Create records as cases, contacts, activities, service activities etc.

Let’s Activate [published/unpublished is renamed as activated/deactivated] this process and Execute from Phone call activity. You can see from below screen that there are no more clicks involved to create a phone call activity. It’s pretty quick and easy. Thanks Microsoft for this consideration.

Now let’s execute the Call Scripting from phone call start Dialog as shown below:

Select the specific Dialog and click OK.

Click Finish at end of the process to and an email will be created.

and sent to customer upon completion of the process.

Please comment or send your feedback and keep exploring Microsoft CRM 2011.

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  1. Srinaath
    September 22, 2010 at 8:55 am | #1

    Nice article Ayaz, I am also working on processes and got struck on how to set the radio button / pick list values for prompt responses. FOr example

    1) Prompt –> Contact Gender
    2) I want this radio button to be displayed a) Male b) Female

    Based on the answer from the caller, end user will set the value as male or female. Thanks for your help

  2. Srinaath
    September 22, 2010 at 8:58 am | #2

    Got it, Need to click the Add button in Define Values. Thanks

  3. Srinaath
    September 23, 2010 at 12:24 pm | #3

    Hello Ayaz

    Have you tried Start Dialog by using an URL? Does this work for Non CRM users, I mean Is there any way we can Impersonate? Please respond at the earliest. Thanks for your help

  4. September 23, 2010 at 2:28 pm | #4

    Hi Srinath,
    As per my investigation, its not possible to trigger this outside CRM. its something that is inside CRM and uses CRM security. and each session of dialog is maintained against the user. I have not yet played a lot with this.

  5. Srinaath
    September 23, 2010 at 3:55 pm | #5

    Thanks Ayaz, will play around. Mean while if you find any solution, please help. CHeers

  6. Massoud
    October 4, 2010 at 3:21 pm | #6

    Hi Ayaz,

    Did you find out if Dialogs can be exposed to external users (that are not in CRM) or not?

    It would be very useful to open these dialogs for self-service style data-entry, surveys, self-help troubleshooting.

    Thanks

  7. October 5, 2010 at 5:25 am | #7

    No they cannt be. They can be executed within CRM interface. Although one can trigger dialogues from ribbon buttons.

  8. October 12, 2010 at 8:01 am | #8

    Hi Guys,
    TKDialogs (the original) has been providing this sort of functionality and much more for some time now.
    Check it out.

  9. aemerine
    October 31, 2010 at 1:27 pm | #9

    Hi Ayaz,

    What did you place in the To field for the send email step. I cannot seem to place any local values from the process in that field? How do you really get it to send the email to the email address captured by the response step?

    Any guidance would be greatly appreciated.

    Thanks.

  10. aferrari
    November 22, 2010 at 2:57 am | #10

    Hey Ayaz,

    I’m in the same boat as “aemerine”. How can you use the email response via the dialog for the “TO” field in the email. I can’t tell if it’s just an issue with beta, or if I’m missing something here.

    thx

  11. November 23, 2010 at 11:14 pm | #11

    Hi Ayaz,
    Greate post.
    Regarding aemerine and aferrai comment I had the same and for testing I just added a step before the email step by ‘Creating Contact’ and update it’s ‘First name’ ‘last Name’ and ‘E-mail’ by the process response text and later in the ‘E-mail’ step I set the ‘To’ of the e-mail to ‘Create (Contact)’

    The email is logged under the created contact ‘Closed Activities’
    Thanks

  12. Javeed
    February 9, 2011 at 9:23 am | #12

    How to show dialog programatically? instead of clicking into “Run Dialog” button

  13. February 19, 2011 at 6:57 pm | #13

    I simply want to mention I’m beginner to blogging and really loved this blog. Most likely I’m planning to bookmark your blog post . You really come with superb stories. Thank you for revealing your blog site.

  14. Trevor Helps
    May 10, 2011 at 1:48 pm | #14

    The dialog construction and functionality simply doesn’t compare with that provided by call scripting a system such as Keyfax InterView (from Omfax Systems).

  15. May 10, 2011 at 11:31 pm | #15

    Well, its a very comprehensive system for building such dialogs and scripts. This system can utilize whole CRM framework for building complex call script scenarios. What features are you really looking for?

  16. Trevor Helps
    May 12, 2011 at 12:15 pm | #16

    I should have emphasised my difficulty is with construction/maintenance ahead of functionality. With a similar approach to workflow mgmt, whereas short dlgs/wfs may be just fine, developing (and maintain) anything more significant would be quite onerous. See http://dev.touch-base.com/InterView; imagine SUBMIT is a CRM START DIALOG button that launches scripting; what you’ll see are modest-sized script ‘sets’. For voluminous/dynamic scripts, management tools needs to provide re-usability, cross-referencing, searching, audit, reporting etc.

  17. May 15, 2011 at 11:28 pm | #17

    Hi Trevor,
    Microsoft has introduced a design tool to develop dialogs quickly and by end users too. These dialogs are XML too but MS has provided a UI on top of it. And i believe in future versions they will provide a way to import xml based dialogs very much similar to import XML based workflows.

    The power of dialogs is that you can use the power of CRM plateform.

    Best Regards,

    Ayaz

  18. JP
    July 30, 2011 at 11:27 am | #18

    Hi Ayaz

    Please could you provide a more detailed set of instructions on how to set the “To:” field to an email address that is part of the response text. I can’t find the option described above, I’m sure its just user error.

    Thanks
    JP

  19. July 30, 2011 at 1:36 pm | #19

    Just add a step before the email step by ‘Creating Contact’ and update it’s ‘First name’ ‘last Name’ and ‘E-mail’ by the process response text and later in the ‘E-mail’ step set the ‘To’ of the e-mail to ‘Create (Contact)’. The email is logged under the created contact ‘Closed Activities’

  20. CJP
    February 3, 2012 at 6:27 pm | #20

    Thank you for the blog. We have just started with Microsoft Dynamics CRM and I am playing around with the scripting. I’m a fast learning and am fairly good at figuring out technical things but this scripting setup really has me scratching my head… I don’t want anything logged with the script. I just need to build a decision tree structure that provides questions our call center reps will ask based on responses to a previous question. I’m finding this isn’t so easy with this product.

  21. Karan
    March 3, 2012 at 4:56 pm | #21

    Hi Ayaz,

    Thanks for the blog.
    I have put a navigation link in the left navigation bar of an entity. I have given a html web resource URL on this link.
    Now, in this html webresource, I have referenced my jscript webresource. In this jscript i have mention jquery function which call itself $(function (){}); i have written my logic in this function.
    when i put the js file on the onload event of form, it is being called but when i tried to call jscript from the onclick of the navigation link i.e. from the html webresource, it is not called.

    It is possible that i havent properly referenced my javascript in the html webresource. Please help me how i reference my javascript in html..

    Any help will be highly appreciated.

  22. February 26, 2013 at 10:18 pm | #22

    I read this paragraph completely concerning the comparison of most
    up-to-date and previous technologies, it’s remarkable article.

  23. Trevor
    February 27, 2013 at 11:34 am | #23

    Hi Ayaz, You mentioned a ‘design tool to develop dialogs quickly’; is this a tool outside the standard 2011 UI?

  1. December 12, 2010 at 11:08 pm | #1
  2. December 22, 2010 at 8:50 pm | #2
  3. January 13, 2011 at 11:16 pm | #3
  4. February 12, 2011 at 10:34 am | #4
  5. June 20, 2012 at 7:20 pm | #5

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