How does it work… Resco Mobile CRM’s support department


You might have emailed them concerning an issue you had and received an extensive answer within the hour or you just wanted some info concerning Resco Mobile CRM.

Whatever the cause was, I’m sure you were just as surprised and satisfied, as me, with the degree of help you received from guys like Lukas or Roland. But lets dig deeper into what makes the support department of Resco tick.

Moreover, this post is not going to be a one sided monologue from me, but a short interview I had with Resco as they allowed me some insights in their inner workings. Let me know what you guys think of it and if it would be interesting to do a following (more flushed out ) interview.

*Begin of the interview*

Me: How is Resco’s support managed? Is it done internally or externally, like Microsoft’s?

Resco: All of our support is done internally – we’re aiming for the highest standard and short response times. Having the support team consist of internal employees directly at our headquarters in Bratislava enables us to achieve exactly that.

Me: How big is the support team? And I’m talking in number of people here!

Resco: Our dedicated support team consists of 4 people who know the ins and outs of Resco Mobile CRM and their primary goal is to help customers and partners with any issues they might encounter.

Me: What is the best way for customers to reach the support team? Should they drop by? Give you guys a call? Send a text?

Resco: All clients need to do, is contact us at and we’ll take it from there. The support team replies to every e-mail and can also set up a phone call. And if needed they can also work directly within the client’s environment (if the client wishes so and allows access), on their screen, via remote access.

Me: How is the relationship between the support team and the development team?

Resco: The support team collaborates closely with our development team – sometimes even developers are in direct contact with clients to help solve an issue even faster. Furthermore, for developers this cooperation also provides deeper insights into customers’ and partners’ needs, which are then taken into account when deciding what features will be added to Mobile CRM next.

Me: Sometimes I receive a reply from an account manager instead of a support engineer, what is that about?

Resco: Occasionally, our account managers can also often help with simpler issues some users might encounter from time to time.

*End of the interview*

So what do you guys think? Is this something you would be interested in to read more? Feel free to let me know and maybe I could do a longer interview concerning the development or marketing team from Resco. Another software program which might peak your interest is also a possibility.

Personal note: the interview is a bit on the short side, as Resco’s employees were in full preparation for a new release version, managing the merger with CWR Mobile and preparing for on November 3th and 4th in Munich (Germany).

Retiring MB5-705: Managing Microsoft Dynamics Implementations


Blog-free summer has passed and new Dynamics CRM certifications have been obtained. But as I was researching which Dynamics CRM exams were retiring (as to not take an exam on a certification that will retire in 3 months), I noticed that the only “SureStep” exam is scheduled to retire at the end of 2016. But what will happen if it retires?

To be specific, this is the MB5-705: Managing Microsoft Dynamics Implementations exam which has been around for quite a while (In September 2013 Microsoft retired exam MB5-858 and replaced it with MB5-705and it is even a requirement if your company wants to obtain a silver or gold competency.

Customer Relationship Management.png

So this has me wondering about the consequences of this retirement. Is there a new certification in the making or will this requirement just be dropped? Will the SureStep methodology be dropped? Replaced by a new methodology? Or is this just as mistake by Microsoft and will the exam stay active? As for as the online fora goes, there is nowhere an answer to these question. So I was hoping maybe somebody could shed some light on this. I’m looking forward to your replies!

NAV Extensions = CRM Solutions

A few days ago I was talking with a Dynamics NAV colleague who was quite proud on something called “NAV Extensions”. As it turned out, these extensions are the same concept as “Solutions” in Dynamics CRM. Without having specific knowledge on both software solutions it might be a bit hard to see the similarities, but I’ll outline the general idea in this post. Moreover, I’ll explain why I think NAV’s future lies beyond its extensions.

NAV Extensions… CRM Solutions… say what?

Waldo, a fellow Belgian blogger, but then on the subject of Dynamics NAV, has written a nice blogpost on the concept of NAV extensions, called: “The Future of Dynamics NAV Extensions“. His post might be a few months old, but still stands as one of the most read posts concerning NAV extensions. But lets first understand what these extensions are by digger deeper into MSDN Developer Network:

You can extend and customize a Microsoft Dynamics NAV deployment without modify the original application objects. With extension packages, you install, upgrade, and uninstall functionality in on-premises deployments or for select tenants in a multitenant deployment. Customers can easily add or remove horizontal or customized functionality to their solution that upgrade much easier than past solutions.

So lets compare this with the Solutions functionality in Dynamics CRM:

Solutions are how customizers and developers author, package, and maintain units of software that extend Microsoft Dynamics CRM Online 2016 Update and Microsoft Dynamics CRM 2016 (on-premises). Customizers and developers distribute solutions so that organizations can use Microsoft Dynamics CRM to install and uninstall the business functionality defined by the solution.

So how could you get these NAV extensions?

Just as with Dynamics CRM solutions, you could develop NAV extensions and deploy them on your organisation. The MSDN Developer Network has already a body of information containing useful tips on how Dynamics NAV consultants can develop these extensions and even on how they can expand functionality upon other extensions built by other parties. This is very similar to the fact that Dynamics CRM consultants can also create their own solutions which they can deploy and expand upon.

An other way to get these extensions, according to Waldo, is by going to the “Business Apps Marketplace for Dynamics NAV Extensions”. Now, I have been looking online for this marketplace, but without result. So I hope somebody could fill me in on this one. For those of you who are familiar with Dynamics CRM, you might see a similarity with the “Dynamics Marketplace”, which is available in every CRM organisation:


How will these extensions be packaged?

So lets dig deeper into these NAV extensions which you could get from a market place. According to MSDN they will:

This includes providing the extension with metadata, such as name, publisher, and version, in a manifest, and packaging that with the application elements of the extension, such as DELTA files and permission set export files. The end result of that process is a package of type .NAVX .

Hmm, for any CRM consultant this sounds like a solution. Don’t believe me? Take a better look to a CRM solution, e.g. the managed solution “Resco MobileCRM Woodford”:


It clearly has:

  • a name: Woodford
  • a publisher: Resco spol s.r.o.
  • a version:
  • a package type: Managed

Moreover, it also contains the application files which hold the customizations which will be done and even some info concerning security:


What about the license cost?

So what will these extensions cost if you would get them from the Market place? It is clear that you can develop them for free, but lets say I see an interesting solution online which will extend my own Dynamics NAV environment. Can I just download and use them? Well, According to MSDN:

Licensing is the same for functionality that is made available in an extension package as in an. fob file. You must have the relevant license to create and export objects as TXT files. Similarly, your consumers must also have the appropriate licensing to use your extension. We strongly advise against using object IDs in the customization range (50,000-99,000) for objects that are intended to be distributed to multiple end customers.

So it is not entirely clear to me what MSDN specific means with this (NAV customers need special licenses for objects in the customization range from 50.000 to 99.000, whereas CRM customers don’t have this customization range) and Waldo was not entirely sure either: “All we know, is that “Extensions” needs a completely new licensing model .. and Microsoft is still “whiteboarding” to make it what they think you would like it to be ;-).”.

So my guess would be that they will create a license model such as in Dynamics CRM; you’ll be able to deploy a NAV extension from a thirth party and you’ll pay a x money for x users for x time (e.g. $3 per user per month).

What about multiple extensions?

So lets say you have multiple extensions in which you are interested and you want to have them in your NAV environment. How will those extensions work related to each other? Lets call in the help of MSDN for the last time in this post:

You can publish multiple extensions to a Microsoft Dynamics NAV deployment and, in multitenant deployments, install any combination of published extensions for each tenant.

In most cases, two extension packages can coexist and work independently of each other; however there is the possibility that two apps will try to modify the same object properties. In those cases, if the conflict cannot be resolved, the installation of the conflicting extension fails.

So this is a bit different on the part of Dynamics NAV, compared to Dynamics CRM. Both softwares can handle multiple extensions, but whereas conflicting extensions will fail in NAV, the story is a bit more complex in Dynamics CRM. I will not dig deeper into the entire behavior of the CRM application when you have multiple solutions, as this isn’t the time or place to so.


So what about the future of these NAV extensions?

Well, I do think that NAV extensions will enrich NAV environments a lot, but I think that they will be sculped just as Dynamics CRM solutions. It is clear from the examples given in this post that the NAV extensions are based on CRM solutions. So why not go all the way and use the same package system as in Dynamics CRM (e.g. managed solutions VS unmanaged solutions, default solution, system solution, …)? Moreover, CRM solutions allowed for an entirely new market of 3th pary solutions to truly expand the environment in which you are working, whether that environment is Dynamics CRM or Dynamics NAV. So finally, I do not think that the future of NAV lies at these extensions, buy beyond them as they can do a lot more as thought of currently by the Dynamics NAV community.

Microsoft + LinkedIn = Dynamics CRM 2.0



If you lived on a remote island with no internet connection, you might have missed the news regarding the acquisition of LinkedIn by Microsoft. The business deal itself has been highly discussed among economist due to the huge sum of 26.2 billion $ (!), but Satya Nadella and Jeff Weiner have been giving more information on the reasons why this deal benefits a lot of parties, especially you as a user. My goal is not to repeat earlier news or delve deeper in to the financial numbers, but offer more insight on the consequences of this business deal for Microsoft Dynamics CRM and why I think a Dynamics CRM 2.0 is in the making.

Too long; didn’t read

If your not in a reading mood today, I suggest you check out some videos on YouTube concerning the take over, followed by some funny cat videos and then return to read this post.

Now that you are in a better mood, we can start to built at the idea of a new, improved Dynamics CRM 2.0 with enhanced capabilities, such as a good integration with LinkedIn and some other great features. But first, lets dig deeper into some other ideas as to built ours upon it.

How do CRM minds think of the acquisition and its consequences on CRM?


For existing ERP/CRM systems, LinkedIn becomes an indispensable reference system to ensure my Account and Contact information is accurate and up to date. In linking LinkedIn and CRM, for example, we no longer have to manually shift Contacts from one Account to another when they move; the Contact will self-update their information and this will flow into CRM.

It could be argued that Microsoft could reap a lot of these benefits by striking a collaborative deal with LinkedIn, in much the same way as they have done with Twitter and Facebook for Microsoft Social Engagement. My assumption is the reason they have decided to buy the company, rather than just work with them, is to cut off those benefits to its rivals. In acquiring LinkedIn, they cripple a range of competitors in common markets such as Google, Salesforce and Oracle.

On the other hand, The Hosk offers following insight through his blogpost “Microsoft buys LinkedIn – What you need to know“:

It seems LinkedIn is selective about what companies can integrate with LinkedIn, the value of LinkedIn is the people it has in it’s database who are using it’s website. The lack of companies which integrate with LinkedIn shows a sense of direction and aclear strategy.   Satya has played nicely with Salesforce last year creating a partnership,which is discussed below. Will Satya share LinkedIn with Salesforce or will he turn the screw and allow Microsoft Dynamics to create a competitive advantage by only integrating with Microsoft.

Most professionals use LinkedIn and Microsoft Office products, integrating them will save time and add value to those people who use them. LinkedIn integration to the Microsoft Dynamics products will give Microsoft a competitiveadvantage Salesforce and other CRM products won’t be able to match.

Now I could go on and quote some more CRM minds, but they all offer the two same insights:

  • Enriching Dynamics CRM with LinkedIn data. But we do have to highight the fact that LinkedIn profiles only offer a select amout of information, which could be in turn enriched with data from other sources.
  • Hightening the competitive advantage with other CRM systems such as Salesforce and Oracle

Lets put Cortana in the mix

None of the CRM minds have offered the insight concerning a possible integration between Cortana – LinkedIn – Dynamics CRM, as Cortana already works with Dynamics CRM. But PC world has alluded to it in it’s post: “Why Microsoft bought LinkedIn for $26 billion, in one word: Cortana“.

If you’re bothered by the thought of Microsoft’s owning more data about you—well, you probably should go delete your LinkedIn profile, now. Microsoft already knows your calendar (Outlook), your meetings (Outlook), your coworkers (Delve), your accounts (Microsoft Dynamics CRM), and some of your expertise (Delve). Microsoft calls this the Office Graph.

What with Lynda?, the online learning platform which was acquired by LinkedIn earlier, isn’t mentioned in any of the press releases. But this might be a handy tool to help Microsoft educate its users concerning its programs.

But lets not forget Microsoft CEO Satya Nadella himself

MS and Linkedin.png

From the post “Microsoft’s LinkedIn Deal is “Next Step Forward” for Office 365, Dynamics, Says Nadella” on concerning the acquisition and offering more thoughts on possible integrations, a letter to Microsoft employees is quoted:

This deal is the next step forward for Office 365 and Dynamics as they connect to the world’s largest and most valuable professional network. In essence, we can reinvent ways to make professionals more productive while at the same time reinventing selling, marketing and talent management business processes. I can’t wait to see what our teams dream up when we can begin working together once the deal closes, which we expect will happen this calendar year. – Satya Nadella

And finally lets add some ‘illustrations’ of Nadella and Weiner

A lot of information can be gained by reading the “Microsoft, LinkedIn CEOs Share Early Plans for Growth, Integration” post on concerning possible projects following the acquisition. In general these are the 3:

  • Building a better LinkedIn Sales Navigator integration
  • Building a HR management solution
  • Enhancing social integration

Now what do we get when we put it all together?

If we put all previous ideas, insights and possibilities together, we can manage to offer following summary:

Microsoft will highten the competitive advantage of Dynamics CRM with other CRM systems such as Salesforce and Oracle through a better integration with LinkedIn. This will be possibly, but not necessarily through the current LinkedIn Sales Navigator intgeration.  Furthermore, Dynamics CRM will be enriched with LinkedIn data and possibly an extra solution will be created to allow Dynamics CRM to evolve into a HR management solution. Last, the power of Office 365 and the current integrations with Dynamics CRM will be expanded with LinkedIn and used as a new productivity tool.

Source: Image


Integration with Oracle and Salesforce? Yes Please! Resco’s Mobile CRM Summer Update


This has little to do with Dynamics CRM itself, but it is remarkable for every CRM consultant that Resco Mobile CRM is now also available for Dynamics CRM’s competitors, Oracle (Sales Cloud, part of Oracle CX solutions) and Salesforce. As a consequence all CRM parties will be battling with the same mobile solution (next to any self-developed mobile solution) in the future. Moreover this fits perfectly in Resco’s strategy to become the number one mobile solution for any CRM software, which I already slightly predicted in my previous post “Resco Mobile CRM + CWR Mobility) > Dynamics CRM“. Finally, this opens up an entire new market for consultants to specialise and get certified (coming up!) in Resco Mobile CRM, independently from the backend CRM solution.

Resco Mobile CRM for Oracle CX

So what did the summer update bring to the table next to these integrations?


  • Individual permissions requests (Android M) — the app asks individually for permissions to access particular functionality when required, e.g. permission to access camera when scanning a barcode, permission to access contacts stored on the device when importing contact information from user’s phone to CRM
  • Fingerprint login (Android M) — users don’t need to bother with elaborate passwords and can simply log in to Mobile CRM with their fingerprint
  • Voice control (Windows 10) — users can control the application using voice commands to Microsoft’s digital assistant Cortana; for example just by saying “create record” the app will generate a new CRM record
  • Audio recording & playback (Windows 10) — users can record audio files, attach them to records and play them back, all directly within the application; e.g. they don’t need to write down notes during a meeting they can record it instead
  • Make calls from desktop version (Windows 10) — users can make calls directly from the desktop version of the Resco Mobile CRM app utilizing Skype

Route planning, Calendar & Exchange integration

  • Any entity on route plan — users can define any type of default or custom entity as the outcome of route planning
  • Any entity on calendar — calendar can now show not only activities, but any other entities as well; for example users can display a new opportunity in calendar to ensure they won’t miss its due date
  • Flip view to calendar — any view can be flipped to calendar, bringing even more context to the information; furthermore users can now also see the calendar among other entities on their dashboard or as an associated tab
    Resco Mobile CRM: Flip view to calendar
  • Show & Import appointments from Microsoft Exchange — users can access their Exchange appointments in the mobile app with direct integration
  • Send appointment meeting requests — further leveraging the integration with Exchange, users can also create and send appointment meeting requests directly from Resco Mobile CRM, which they and other recipients can see and work with also in Exchange


  • MS Word & HTML offline reports — Resco Mobile CRM can now generate not just offline reports as PDFs, but in MS Word document and HTML formats as well

User interface

  • Search View — custom views can be defined for searching; e.g. when users type into the search bar while viewing ‘My accounts’, the app will look for the search term in all available accounts or in the subset defined by the search view
  • Redesigned chat — an entirely new approach to Resco chat, with redesigned user interface and simplified adding of attachments, for even smoother communication & collaboration; now supported also with the standalone Resco CRM server
    Resco Mobile CRM: Redesigned chat
  • Configure text edit as DropDown or DropDownList — users can utilize drop down lists for quicker editing of text fields, for example, when filling in the ‘City’ field on an address form the app can offer a list of cities and towns in the area the user is responsible for; when set up as DropDown, users can type in their own text into the field or choose from the listed options and when set up as DropDownList they can only pick from the listed options
  • Multiple views on Order details — to get a clearer breakdown of an order, users can utilize customized views on Order details; for example, they can view only the products from a particular order, which are purchased at full price
  • Use filter/sort on Order details — users can also filter/sort records on order details, e.g. to find out about products that are in stock, so they can inform the clients, which of the ordered will be shipping first
  • Default images — the app will display a default image on a list in case there is no data image is available, e.g. if there’s no specific image for a particular product, the app can display a general icon same for all products
  • Editable images — for simplified visual navigation, users can tap the images on lists to choose from options on picklists, e.g. when classifying an opportunity, a sales rep can click the icon displayed next to its name on a list and change its status to hot, warm, or cold
  • Validate child entities — system admins can set up the app in the Woodford configurator to validate the child entity based on parent entity (for sales order and work order), for example to confirm the discount a customer will be given on his/her order

JavaScript support

  • Run report from JavaScript — the application enables users to run reports even from a completely customized interface created with JavaScript
  • Send e-mails & attachments from JavaScript — the app now also allows users to send e-mail messages with attachments from a custom JavaScript interface
  • Dynamics CRM JavaScript partial compatibility — translate JavaScript written for Dynamics CRM to Resco Mobile CRM more easily


  • New Default Project — Woodford contains a handy pre-configured project that showcases the best Resco features, from interactive maps, to adjustable filters and sorting, route planning, phone call and e-mail tracking, multimedia support, barcode & QR code scanning, the app’s full offline mode and more


  • Partial device wins strategy — if the same record has been modified both via the app and on the CRM server since the last synchronization, only the fields modified through the app will be changed on the server
  • Full Device Wins — if the same record has been modified both via the app and on the CRM server since the last synchronization, all the fields of that record will be changed on the server according to the app
  • Synchronization error localization — admins can include customized text in sync error messages, that can guide users to faster solve the problem
  • Background synchronization speedup

Resco CRM server

  • Default field service configuration — the standalone Resco CRM server comes with a new pre-defined configuration for field technicians, complete with service work order and demo data
  • Default sales configuration — the server also contains an updated default sales configuration with sample data illustrating a sales scenario usage
  • Create trial organization from the app — create a free organization for testing purposes on the Resco CRM server directly from the Resco Mobile CRM application


Unhandled Exception: An easy guide to interpret Dynamics CRM error messages.


How many time times have you been confronted with an error message (Unhandled Exception: …) when trying to do an action in Dynamics CRM? Today I’m going to take a closer look at how you can interpret those messages and take suitable actions based on them.

Exception examples

Lets take two examples without knowing what the user is trying to do or what the bigger context of the action is. Tl;dr: just scroll through them!

First example:

Unhandled Exception: System.ServiceModel.FaultException`1[[Microsoft.Xrm.Sdk.OrganizationServiceFault, Microsoft.Xrm.Sdk, Version=, Culture=neutral, PublicKeyToken=31bf3856ad364e35]]: SecLib::AccessCheckEx failed. Returned hr = -2147187962, ObjectID: 5dd8ae22-c3c8-e511-810c-3863bb349780, OwnerId: 371d7f67-03ba-e511-8113-3863bb34f748, OwnerIdType: 8 and CallingUser: fd1b738d-eef7-e511-80dd-5065f38b2571. ObjectTypeCode: 5, objectBusinessUnitId: b15e2c8d-bee7-e411-80fb-c4346badb168, AccessRights: DeleteAccess Detail:
<OrganizationServiceFault xmlns:i=”” xmlns=””>
<ErrorDetails xmlns:d2p1=”” />
<Message>SecLib::AccessCheckEx failed. Returned hr = -2147187962, ObjectID: 5dd8ae22-c3c8-e511-810c-3863bb349780, OwnerId: 371d7f67-03ba-e511-8113-3863bb34f748, OwnerIdType: 8 and CallingUser: fd1b738d-eef7-e511-80dd-5065f38b2571. ObjectTypeCode: 5, objectBusinessUnitId: b15e2c8d-bee7-e411-80fb-c4346badb168, AccessRights: DeleteAccess </Message>
<InnerFault i:nil=”true” />
<TraceText i:nil=”true” />

Second example:

<s:Envelope xmlns:s=””><s:Body><s:Fault><faultcode>s:Client</faultcode><faultstring xmlns:xml=”” xml:lang=”en-US”>SecLib::AccessCheckEx failed. Returned hr = -2147187962, ObjectID: 00000000-0000-0000-0000-000000000000, OwnerId: a9dd5cc5-5242-e511-80de-3863bb347d90, OwnerIdType: 8 and CallingUser: fd1b738d-eef7-e511-80dd-5065f38b2571. ObjectTypeCode: 2, objectBusinessUnitId: b15e2c8d-bee7-e411-80fb-c4346badb168, AccessRights: CreateAccess </faultstring><detail><OrganizationServiceFault xmlns=””><ErrorCode>-2147187962</ErrorCode><ErrorDetails /><Message>SecLib::AccessCheckEx failed. Returned hr = -2147187962, ObjectID: 00000000-0000-0000-0000-000000000000, OwnerId: a9dd5cc5-5242-e511-80de-3863bb347d90, OwnerIdType: 8 and CallingUser: fd1b738d-eef7-e511-80dd-5065f38b2571. ObjectTypeCode: 2, objectBusinessUnitId: b15e2c8d-bee7-e411-80fb-c4346badb168, AccessRights: CreateAccess </Message><Timestamp>2016-04-26T11:48:20.6143717Z</Timestamp><InnerFault><ErrorCode>-2147187962</ErrorCode><ErrorDetails /><Message>SecLib::AccessCheckEx failed. Returned hr = -2147187962, ObjectID: 00000000-0000-0000-0000-000000000000, OwnerId: a9dd5cc5-5242-e511-80de-3863bb347d90, OwnerIdType: 8 and CallingUser: fd1b738d-eef7-e511-80dd-5065f38b2571. ObjectTypeCode: 2, objectBusinessUnitId: b15e2c8d-bee7-e411-80fb-c4346badb168, AccessRights: CreateAccess </Message><Timestamp>2016-04-26T11:48:20.6143717Z</Timestamp><InnerFault xmlns:i=”” i:nil=”true” /><TraceText xmlns:i=”” i:nil=”true” /></InnerFault><TraceText xmlns:i=”” i:nil=”true” /></OrganizationServiceFault></detail></s:Fault></s:Body></s:Envelope>

Lets start!

First of all, you don’t need the entire message, a lot of it is just technical mambo-jambo which you don’t need to solve the exception. So I’ll cut away everything I don’t need, leaving me with this message:

SecLib::AccessCheckEx failed. Returned hr = -2147187962, ObjectID: 00000000-0000-0000-0000-000000000000, OwnerId: a9dd5cc5-5242-e511-80de-3863bb347d90, OwnerIdType: 8, CallingUser: fd1b738d-eef7-e511-80dd-5065f38b2571., ObjectTypeCode: 2, objectBusinessUnitId: b15e2c8d-bee7-e411-80fb-c4346badb168, AccessRights: CreateAccess

So what does it all mean?

  • ObjectID: this is the ID of the record that is creating the error message.
  • OwnerId: this is is the ID of the owner of the record
  • OwnerIdType: 8: this means the owner is an user. Yes, a team can  also be owner of a record.
  • CallingUser: this is the ID of the user who is doing the action which resulted in the exception
  • ObjectTypeCode: 2: you can check online to see to which objectype this relates to. In this case it relates to the contact entity in Dynamics CRM
  • objectBusinessUnitId: this is the ID of the busines unit in which the record resides
  • AccessRights: CreateAccess: this is the privilege that the user who is trying to do an action is missing and as a consequence is resulting in the “unhandled exception”-error.

So if we summarize the previous messages with the missing accesrights we can get the following conclusion; The user is trying to do an action in which he creates a contact.

Wow! this conclusion still leaves a lot of options open…. So I contact the user and he informed me that he was trying to qualify a suspect.

So “what does the qualification of a suspect have to do with a contact?”, I hear you think. Well, if you qualify a suspect, it automatically creates 3 records: an account, a contact and an opportunity for that suspect.

Furthermore, if we check the role of the user, we see that he has createacces rights, but only for the records he ownes. As he is trying to qualify a suspect of which he is not the owner, he is also not possible to create a contact.


So we could ask another user to qualify the suspect, or we could give the user more privileges to be able to qualify it and create a contact.


Next example

Lets cut again everything away we don’t need, leaving us only with the essential information:

<Message>SecLib::AccessCheckEx failed. Returned hr = -2147187962, ObjectID: 5dd8ae22-c3c8-e511-810c-3863bb349780, OwnerId: 371d7f67-03ba-e511-8113-3863bb34f748,  OwnerIdType: 8, CallingUser: fd1b738d-eef7-e511-80dd-5065f38b2571. ObjectTypeCode: 5, objectBusinessUnitId: b15e2c8d-bee7-e411-80fb-c4346badb168, AccessRights: DeleteAccess </Message>

So what does it all mean?

  • ObjectID: this is the ID of the record that is creating the error message.
  • OwnerId: this is is the ID of the owner of the record
  • OwnerIdType: 8: this means the owner is an user. Yes, a team can  also be owner of a record.
  • CallingUser: this is the ID of the user who is doing the action which resulted in the exception
  • ObjectTypeCode: 5: you can check online to see to which objectype this relates to. In this case it relates to the annotation entity in Dynamics CRM
  • objectBusinessUnitId: this is the ID of the busines unit in which the record resides
  • AccessRights: DeleteAccess : this is the privilege that the user who is trying to do an action is missing and as a consequence is resulting in the “unhandled exception”-error.

So if we summarize the previous messages with the missing DeleteAccess rights we can get the following conclusion; The user is trying to do an action in which he deletes an annotation.

Wow! this conclusion still leaves a lot of options open…. So I contact the user and he informed me that he was trying to delete a picture that was added in CRM as an annotation by another user.

Furthermore, if we check the role of the user, we see that he has deleteacces rights, but only for the records he ownes. And as another user added the annotation, he doesn’t have enough rights to delete it.


Change the privilege from the user to also be able to delete annotations within the business unit and voila, the problem is solved! Another workaround would be to assign the annotation first to the user and then he’s able to delete it. Last workaround would be to let another user delete it.


So, there you have it, 2 possible examples of UnhandledExeptions in Dynamics CRM and how you can interpret them. Finally, we also took a look at how you can solve the issue at hand.

It’s the end of the line for the Dynamics Connector!


I have blogged earlier about the Dynamics Connector and its functionalities. But Microsoft has recently announced that they are pulling the plug on the connector. Moreover, the current Dynamics CRM version 2016 will be the last major version of Dynamics CRM to be supported by the Connector (3.4.304.1).

Following Dynamics NAV support matrix summarizes it nicely. If your Dynamics product version does not appear in these matrices, then it is not supported by Connector for Microsoft Dynamics.

Dynamics NAV support matrix

CRM 2011 5.x.x.x CRM 2013 6.x.x.x CRM 2015 7.x.x.x CRM 2016 8.x.x.x
NAV 2013 Y Y Y Y
NAV 2013 R2 Y Y Y Y
NAV 2015 Y Y Y Y
NAV 2016 * Y Y Y Y

* Connections to Dynamics CRM using this version of Dynamics NAV should transition to the Dynamics CRM interoperability framework included in the Dynamics NAV 2016 release.

What does this mean for your current and future Connector implementations?

Dynamics NAV 2016 includes a new interoperability framework for connecting with Dynamics CRM 2015 (7.x.x.x) and successor versions.  We recommend existing Dynamics NAV connections to Dynamics CRM versions greater than 2015 transition to this new framework once the Dynamics NAV instance is updated to Dynamics NAV 2016 or beyond.  New implementations of Dynamics NAV 2016 or beyond and Dynamics CRM 2015 or beyond should use the new NAV framework as well.  More information on this technology can be found at the following link:

Versions of Dynamics NAV earlier than 2016 that use Connector to interoperate with Dynamics CRM versions earlier than 2016 will continue to be supported by Connector  through the life cycle of the Dynamics NAV version.  If the Dynamics CRM instance must be upgraded, we recommend upgrading the version of Dynamics NAV to 2016 or a later version.


The new website is up and running!


In an effort to further offer great blog posts full of information on Dynamics CRM and the CRM eco system, the blog has moved to a new adress: ! I hope this allows for further growth of the blog.

There should not be any downtime anymore as most of the data has been transitioned and visitors will be redirected to the new website. But I still need to tweak the layout and the structure of the website.

As this is new territory for me, any tips and tricks for WordPress are greatly appreciated.



Microsoft Dynamics solutions compared with other industry-leading solutions

I was looking into some Dynamics CRM competitors to get a better understanding of the CRM solutions which are on the market. Moreover, I stumbled upon the “Discover top industry analysts CRM reviews on Microsoft Dynamics” page of Microsoft which does a nice job of summarizing CRM software reviews. To save time, I gathered the most important figures for you and summarized Dynamics CRM’s strong and weak points.

Gartner Magic Quadrant for Sales Force Automation

Gartner, a leading independent research firm, recognized Microsoft Dynamics CRM as a Leader in its “Magic Quadrant for Sales Force Automation” report.

Gartner Magic Quadrant for Sales Force Automation

Microsoft (Dynamics CRM): STRENGTHS

  • Partner networks: Microsoft continues to maintain a large community of VARs and ISVs for selling, implementing and maintaining on-premises SFA implementations.
  • Microsoft platform: Dynamics CRM continues to be selected because of its interoperability with Microsoft Outlook, Office 365, SharePoint and Lync. Business analysts can configure and IT departments can customize the system using the xRM platform, which leverages Microsoft Visual Studio and SQL Server.
  • Functionality: Microsoft added new capabilities during the past year, including guided selling, mobile dashboards, product families, sales hierarchies and social listening.

Microsoft (Dynamics CRM): CAUTIONS

  • User satisfaction compared with online version: Users of Microsoft Dynamics CRM on-premises express lower satisfaction with the system’s account, opportunity, lead, quotes, forecasting and content management capabilities than did users of Microsoft Dynamics CRM Online.
  • Release timing and customer satisfaction with upgrades: Microsoft will only do annual releases for the on-premises version, which amplifies the fact that the release date of on-premises functionality has commonly lagged behind the online release dates. Some references report low levels of satisfaction with the release upgrade process compared with Dynamics CRM Online.
  • Upgrades from early releases: Customers that are on Microsoft Dynamics CRM 2011 or earlier have some upgrade challenges in the areas of custom workflows, reports and dashboards.

Microsoft (Dynamics CRM Online): STRENGTHS

  • Functionality: Microsoft offers predictive analytics for sales behavior analytics and trend analysis. Surveyed users indicate improved satisfaction with ability to build custom reports and dashboards, which addresses a gap that Gartner noted in last year’s Magic Quadrant.
  • Pricing: At a list price of $65 per user per month, Microsoft Dynamics CRM Online continues to be priced very aggressively relative to the other leading SFA solutions.
  • Platform extensibility: References give Microsoft good marks for its ability to customize or configure the SFA system to meet business process needs.

Microsoft (Dynamics CRM Online): CAUTIONS

  • Platform rationalization: Microsoft Dynamics CRM Online integrates with various Microsoft Azure services, but the product itself is built on a different platform, called xRM. This is because Microsoft Dynamics Online was launched in 2010, before Microsoft Azure was introduced. Third-party ISVs or internal developers in an information technology department who want to build SaaS applications based on leveraging Microsoft cloud technology will build their applications on Azure, not xRM. Azure-built applications can integrate through a services layer with Microsoft Dynamics CRM online. Microsoft has not publicly announced specific plans with dates to rationalize the overlapping platforms; specifically, moving Dynamics CRM Online from xRM onto the Azure platform.
  • Integration with non-Microsoft systems: Users of Microsoft Dynamics CRM Online express lower levels of satisfaction (compared with the survey results of other SFA vendors) in terms of the ability to integrate the system to their back-end systems, including incentive compensation, email marketing, and configure, price and quote (CPQ) systems.
  • Mobile capabilities: Surveyed users reported the lowest level of satisfaction with mobile capabilities on smartphones, and a midtier level of satisfaction with the mobile experience on tablets, when compared with the survey results of other SFA vendors.

Gartner Magic Quadrant for the CRM Customer Engagement Center

Microsoft Dynamics CRM is placed in the Leaders Quadrant of the 2015 “Magic Quadrant for the CRM Customer Engagement Center” based on its completeness of vision and ability to execute.Gartner Magic Quadrant for the CRM Customer Engagement Center.png

Microsoft (Dynamics CRM): STRENGTHS

  • Microsoft Dynamics CRM for Customer Service was the second-most-asked-for CRM product in a global Gartner survey (n = 175) conducted in 1Q15, indicating the strength of the Microsoft brand.
  • There are good customer self-service capabilities, acquired from Parature, although they are largely unintegrated at the client sites. In addition, the integration of Microsoft Social Listening and Skype for Business has helped bolster the product.
  • The product blends sales, service and marketing, and tightly integrates with other Microsoft assets, such as Office and SharePoint. Ongoing improvements to the user interface (for example, better screen layout, intuitive scripting and reduced keystrokes) help with standard tasks.
  • The vendor has the benefit of solid financial standing and commitment to the CRM product line, global data centers, sales, marketing and customer service, as well as access to a deep bench of developer resources and global deployment partners.

Microsoft (Dynamics CRM): CAUTIONS

  • There are still few examples of complex, large, cloud-based CECs, and, overall, there have been performance issues that, although fixable, are not easily diagnosed.
  • A poor track record in attracting ISV partners is an issue for clients to fill functionality white space with its product offering, despite recent improved momentum.
  • The mobile client is not focused on consumers, but rather on employees.
  • Microsoft references referred to key technical gaps in field-level security and support for multiorganizational structures, complex support teams and multiple account hierarchies. Microsoft states that these issues were addressed in Microsoft Dynamics CRM 2013, Support Pack 1 and later.
  • Clients mention as a concern the lack of trained professional services partners that understand best-in-class customer service centers, and how to configure Microsoft Dynamics CRM to achieve these in their industries and geographies. Although Microsoft has good development tools, customers do not find them directed at customer service and support scenarios.

The Forrester Wave: CRM Suites for Large Organizations, Q1 2015

In this Forrester Wave evaluation of customer relationship management (CRM) suites for enterprise organizations, Forrester identified the nine most significant CRM suites solutions—and researched, analyzed, and scored them.The Forrester Wave CRM Suites for Large Organizations Q1 2015

The Forrester Wave: CRM Suites for Midsize Organizations, Q1 2015

In this Forrester Wave evaluation of customer relationship management (CRM) suites for midsize organizations, Forrester identified the 10 most significant CRM suites solutions—and researched, analyzed, and scored them.The Forrester Wave CRM Suites for Midsize Organizations Q1 2015.png

The Forrester Wave™: Customer Service Solutions For Enterprise Organizations, Q4 2015

Forrester conducted vendor survey evaluations in September 2015 and evaluated 11 customer service solutions worthy of consideration by large organizations.The Forrester Wave Customer Service Solutions For Enterprise Organizations Q4 2015The Forrester Wave™: Customer Service Solutions For Midsize Teams, Q4 2015

Customer Service Is The Cornerstone Of A Great Customer Experience. However, delivering good service is difficult. Organizations must navigate rapidly changing customer expectations and look for vendor solutions that enable the business capabilities necessary to deliver differentiated experiences.

The Forrester Wave Customer Service Solutions For Midsize Teams Q4 2015

A no-code approach to Business Unit Based Forms in Dynamics CRM

A while ago I was looking to switch the lay out of the account and contact form, without having to depend heavily on business rules, based on which user was opening the form. In my case a customer was using one CRM organization for multiple offices in different countries (Belgium, Spain, Italy) which worked independent from each other and use an entirely different language.

During my search I came upon some Dynamics Community forum posts, anno 2015, from Adam Vero. Several solutions were proposed in the original post, which was called “Business Unit Based Forms“, hence the name of this post. Some of them used code, but I prefer a no-code approach, which is the same approach Adam Vero took. He vaguely outlined a very elegant solution to my problem.

In this post I will built upon his ideas and give you a nice 5-step guide on how you can do it yourself.

Step 1: create security roles with no privileges  in the root BU

As you cannot assign roles to forms if the roles are not in the root BU, you must create them in the root BU. These might have names such as “Access to Account form: Finance” or “Form access role: Contact Marketing form”.

Step 1

Assign the relevant security role(s) to the default team of each business unit, so by definition the role is associated with all the users who are in the BU, since they are automatically in the default team. So the Marketing default team in the Marketing BU might have several roles so that Marketing people see different forms for Lead, Contact and Account than other users. In my case I created 3 roles, one for each country.

Step 2: Create different forms and enable Security roles

Open each form, click on Enable Security Roles in the ribbon. Or on a list of forms, select one and click Enable Security Roles.

Step 2.png

In my case, I created a custom form for each country, which its own lay out and custom fields.

Step 3: Assign the newly created security roles to the appropriate forms.

Select the roles that should be able to use this form. So you might have one form for Account that is shared by Sales and Marketing (so assign both roles), but for Lead you might have one form for Marketing and one for Sales (so assign one role to each form).

Step 3.png

In my case, one form equals one appropriate custom role which in turn equals one team and thus one set of users.

Step 4: Set up a “fallback form”

You do need to have a form that is configured for “fallback” – if a user has no roles associated with any specific form, this is the form they will see (instead of an error).

Step 4

From your list of forms for an entity, click Form Order > Main form set. In the dialog box that appears, select a form and click “enable for fallback”. Usually choose a form that is the most generic and all-purpose. In my case, I picked the default “Account” form to be the fallback form.

Step 5: Get your form order right

Getting your form order right is the last challenge, but if these are all mutually exclusive, this is usually easier.

Step 5.png

You might have to fiddle around a bit with the form order, but you’ll eventually end it with the result you want.

And there you have it, a nice and elegant no-code solution which is very easy to set up and very easy to use in a Dynamics CRM environment which consists of different business units with different needs.