What are Pre and Post Images in MS CRM Plugins?

Microsoft Dynamics 365 (formerly known as Dynamics CRM) is a robust platform for managing customer relationships and streamlining business processes. One of its most powerful features is the ability to customize the system using plugins. When creating plugins, you can work with pre and post images, which allow you to manipulate data before and after it's been saved to the system. In this blog post, we'll explore what pre and post images are, and how to use them effectively in your plugins.

What are Pre and Post Images?

Pre and post images are snapshots of the data before and after an operation takes place. They allow you to access the old and new values of a record during plugin execution, and enable you to make decisions based on those values.

Pre-Image: This is a snapshot of the entity data before the operation takes place. In other words, it shows you what the data looked like before the user made any changes to it.

Post-Image: This is a snapshot of the entity data after the operation has taken place. It shows you what the data looks like after the user has made changes to it.

When you create a plugin, you can specify whether you want to use pre or post images, or both. This gives you the flexibility to choose when you want to access the data and what you want to do with it.

How to Use Pre and Post Images in Your Plugins

Pre and post images can be used in a variety of ways in your plugins. Here are a few examples:

Validation: You can use pre-images to validate data before it's saved to the system. For example, you can check to see if a field has been updated to an invalid value and prevent the save from happening.

Auditing: You can use post-images to log changes to the system. For example, you can create an audit record every time a record is updated, and include the old and new values in the audit record.

Automation: You can use pre and post images to automate processes in the system. For example, you can create a plugin that automatically updates a field on a related record whenever a specific field on the current record is updated.

To use pre and post images in your plugins, you'll need to retrieve the images using the IPluginExecutionContext interface. Once you've retrieved the images, you can access the data using the GetAttributeValue method, and make any necessary changes to the data.

Conclusion

Pre and post images are a powerful feature of Microsoft Dynamics 365 plugins. They allow you to access data before and after it's been saved to the system, and give you the flexibility to make decisions based on that data. By using pre and post images in your plugins, you can create more intelligent and efficient customizations, and improve the overall user experience of the system.

MB-230- You are using Dynamics 365 Customer Service. You are viewing a knowledge base (KB) article from a case record. Knowledge management is set up to use an external portal.

You are using Dynamics 365 Customer Service. You are viewing a knowledge base (KB) article from a case record. Knowledge management is set up to use an external portal.

You need to link the article to the case and share the article with the customer.

What is the solution for each requirement? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Hot Area:

MB-230 You are configuring a single business process flow in Dynamics 365 for Customer Service. You need to design the business process flow. What should you do?

You are configuring a single business process flow in Dynamics 365 for Customer Service. You need to design the business process flow. What should you do? 

A. Merge peer branches to a single stage when merging branches. 

B. Span the process across 10 unique entities. 

C. Combine multiple conditions in a rule by using both the AND and OR operators. 

D. Use 40 steps per stage. 

Answer: A 

References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/enhance-business-process-flows-branching

MB-230 You use Dynamics 365 for Customer Service. You need to create business process flows. Which three entities can you use? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

You use Dynamics 365 for Customer Service. You need to create business process flows. Which three entities can you use? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point. 

A. Goal 

B. Case

C. Letter 

D. Social activity 

E. Rollup queries 

Answer: BCD

MB-230- You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd. You need to automatically create cases from emails sent to the support@contoso.com email address. Solution: Create an automatic record creation and update rule. Set the Source type to Service activity, and then select the queue. Does the solution meet the goal?

 Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution. After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen. 

You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd. You need to automatically create cases from emails sent to the support@contoso.com email address. Solution: Create an automatic record creation and update rule. Set the Source type to Service activity, and then select the queue. Does the solution meet the goal? 

A. Yes 

B. No

Answer: B

MB-230 You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd. You need to automatically create cases from emails sent to the support@contoso.com email address. Solution: Create an automatic record creation and update rule. Set the Source type to Email, and then select the queue. Configure autoresponse settings. Does the solution meet the goal?

You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd. You need to automatically create cases from emails sent to the support@contoso.com email address. Solution: Create an automatic record creation and update rule. Set the Source type to Email, and then select the queue. Configure autoresponse settings. Does the solution meet the goal? 

A. Yes 

B. No 

Answer: A

MB-230- You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd. You need to automatically create cases from emails sent to the support@contoso.com email address. Solution: Configure Dynamics 365 to automatically send responses to customers when the record is created. Does the solution meet the goal?

You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd. You need to automatically create cases from emails sent to the support@contoso.com email address. Solution: Configure Dynamics 365 to automatically send responses to customers when the record is created. Does the solution meet the goal?

A. Yes 

B. No 

Answer: B

MB-230- You are configuring a business process flow for a case entity. All cases must be flagged for review. You need to complete configuration of the business process flow. Solution: Create an action that generates a task record that is assigned to the case reviewer and appends the text Ready for review to the case topic. Does the solution meet the goal?

You are configuring a business process flow for a case entity. All cases must be flagged for review. You need to complete configuration of the business process flow. Solution: Create an action that generates a task record that is assigned to the case reviewer and appends the text Ready for review to the case topic. Does the solution meet the goal? 

A. Yes 

B. No 

Answer: A

MB-230- You are configuring a business process flow for a case entity.All cases must be flagged for review. You need to complete configuration of the business process flow. Solution: For a new action named Ready for review, disable the As a business process flow action step option. Does the solution meet the goal?

You are configuring a business process flow for a case entity.All cases must be flagged for review. You need to complete configuration of the business process flow. Solution: For a new action named Ready for review, disable the As a business process flow action step option. Does the solution meet the goal?

A. Yes 

B. No 

Answer: B

MB-230- You are configuring a business process flow for a case entity. All cases must be flagged for review. You need to complete configuration of the business process flow. Solution: Set the input parameter type as Option set for the action. Does the solution meet the goal?

You are configuring a business process flow for a case entity. All cases must be flagged for review. You need to complete configuration of the business process flow. Solution: Set the input parameter type as Option set for the action. Does the solution meet the goal?

A. Yes 

B. No 

Answer: B

MB-230 You need to consider the underlined segment to establish whether it is accurate. The status reason for a Cancelled case status will read Researching.

You need to consider the underlined segment to establish whether it is accurate. The status reason for a Cancelled case status will read Researching. 

A. No adjustment required. 

B. Waiting for details 

C. Merged 

D. On hold 

Answer: C

MB-230- You need to consider the underlined segment to establish whether it is accurate. To alter working intervals, you should configure fulfillment preferences.

You need to consider the underlined segment to establish whether it is accurate. To alter working intervals, you should configure fulfillment preferences.

A. service scheduling

B. No adjustment required.

C. resource scheduling

D. requirement groups

Ans: B. No adjustment required.

What is Entitlement in MS CRM 365

Microsoft Dynamics 365 is a comprehensive customer relationship management platform that provides businesses with a range of tools to manage their customer interactions and support operations. One of the key features of this platform is the "Entitlement" module, which enables businesses to manage and track customer support agreements in a more efficient and organized manner. In this blog post, we will take a closer look at what entitlements are, how they work, and how they can benefit businesses.

What are Entitlements in Microsoft Dynamics 365? Entitlements are customer service agreements that define the level of support a customer is entitled to receive for a specific product or service. They specify the terms and conditions of the service, such as response times, resolution times, and the types of support provided. These agreements can be used to manage and track customer support requests and ensure that customers receive the appropriate level of service based on their agreement.

How do Entitlements work in Microsoft Dynamics 365? Entitlements are created and managed in Microsoft Dynamics 365 as records that contain information about the customer, the product or service, and the terms of the agreement. When a customer support request is received, the support representative can quickly check the customer's entitlement to determine the appropriate level of support and response time. This helps to ensure that the customer receives prompt and effective support, and that their support requests are handled in a timely and organized manner.

Benefits of using Entitlements in Microsoft Dynamics 365

1. Improved customer service: By using entitlements, businesses can ensure that their customers receive the appropriate level of support based on their agreement, leading to improved customer satisfaction and loyalty.

2. Better resource utilization: Entitlements enable businesses to manage and track customer support requests more efficiently, reducing the risk of overloading support staff and improving overall resource utilization.

3. Enhanced visibility: With Microsoft Dynamics 365, businesses have a clear and centralized view of all customer support requests and entitlements, making it easier to manage and track support operations.

4. Improved reporting: Entitlements provide businesses with valuable data that can be used to analyze and improve support operations, such as response times and resolution times.

In conclusion, entitlements are a powerful tool in Microsoft Dynamics 365 that can help businesses manage and track customer support agreements in a more efficient and organized manner. By using entitlements, businesses can improve their customer service, enhance their visibility, and drive better results. If you're looking to improve your customer support operations, consider implementing entitlements in your Microsoft Dynamics 365 environment.