User Guide (Dynamics 365 for phones and tablets)
Applies to Dynamics 365 for Customer Engagement apps version 9.x
Use the Dynamics 365 for phones and Dynamics 365 for tablets apps for your sales, customer service, field service, and other tasks when you're on the go. With one download from your app store, you’ll automatically have access to all the apps you need for your role. You will see apps with the new Unified Interface on your mobile device.
- On February 21, 2018, we announced the deprecation of the Windows Phone app for Dynamics 365 for Customer Engagement apps version 9.0. On May 22, 2018, the Windows Phone app will no longer be supported for Dynamics 365 for Customer Engagement apps version 9.0. Support for the app on Windows tablets and PCs remains unchanged. The Windows Phone app will continue to be available in the store and will be supported for Dynamics 365 for Customer Engagement apps, (version 8.2) and earlier supported versions. If you wish to continue to use the Windows Phone app, you should not update to Dynamics 365 for Customer Engagement apps, version 9.0 as the Windows Phone app will not be supported with version 9.x.
- Customer Engagement has separate mobile apps for Field Service and Operations. Learn about Dynamics 365 for Customer Engagement apps for Field Service (Resco) mobile app and Dynamics 365 for Customer Engagement apps for Operations mobile app.
- We’re working to improve mobile offline capabilities in Dynamics 365 for phones and tablets for release in the second quarter of 2019, and are currently onboarding only a limited set of new customers. When a preview program opens for mobile offline capabilities in Dynamics 365 for phones and tablets, we’ll let customers know. Existing customers who are already using mobile offline capabilities are not affected.
Install the app from your device’s app store
More information: Install Dynamics 365 for phones and tablets
Signing in and signing out
To sign in, you’ll need your Customer Engagement web address, user name, and password. If you don’t have any of these, contact your Customer Engagement admin.
Open your app, enter your Dynamics 365 for Customer Engagement apps web address, and tap .
On the next screen, enter your user name and password, and tap Sign in.
Here's how to sign out in case someone else needs to use your device.
From nav bar, tap .
Tap User Information.
- Tap Sign out.
You can sign in again as the same or a different user, or you can sign in to a different organization.
- When you sign in, you’ll see the MyApps page with all your apps listed.
- Select the App that you want to work with.
For phones, portrait mode is set as the default screen orientation. For tablets, landscape mode is set as the default. Screen orientation for Dynamics 365 for phones and Dynamics 365 for tablets apps cannot be changed.
The navigation bar
Use the nav bar to get to your work area, create a new record, search, or do other tasks. To access more commands, tap .
Get help while using the app
If you ever need help while you’re in the mobile app, on the nav bar tap , and then tap Help.
Favorites and recently used records
The Favorites and Recently Used sections provide quick access to your records, views, and dashboards.
To access these sections, tap the Menu button on the nav bar, and then tap the Favorites and Recent button.
To pin an item as a favorite, from the list of Recently Used items, tap the pin. This will pin and move the item to Favorites.
To unpin an item from Favorites, tap the pin again.
Go back to the MyApps pages and switch to a different app.
Dashboards give you an overview of valuable information. Tap on the Home icon any time to get your dashboards.
If you want to use a different dashboard, it’s easy to switch back and forth.
From the Home screen, tap dashboards menu and then select the dashboard you want to use.
Here are some of the ways you can work with dashboards.
|To do this:||Do this:|
|View all the records for a record type on the dashboard (for example, Accounts).||Tap the header of the list. This opens your records in a grid view on your mobile device.|
|Open the form for a record on the dashboard.||Tap the record.|
|To create new dashboards in Dynamics 365 for Customer Engagement apps and enable them for use in Dynamics 365 for phones and tablets.||See, Create or customize dashboards.|
Change views for a list on the dashboard
Tap the name of the list and select the list that you want to see.
To create new dashboards in Dynamics 365 for Customer Engagement apps and enable them for use in Dynamics 365 for Customer Engagement apps for phones and tablets, see Create or customize dashboards.
Open a list of records in a dashboard view
- From a list of records (for example, Accounts), tap Open Dashboards.
Work with records
As a sales or service professional you’ll be working the following types of records and more:
Accounts Account records contain information about the companies you do business with.
Contacts Contact records contain information about the people you know and work with. Usually, multiple contacts are associated with one account. Contacts could include people responsible for making purchasing decisions, people in charge of paying invoices, support technicians, or anyone you work with at the company.
To add a record, on the nav bar tap .
Tap Quick Create Menu and choose a record type.
Select a record type to create.
Enter the required information and then tap Save.
Quickly open a record
When you have a record open and you need to view another record in the same list, tap to choose another record.
Take action on record
Take action on a record without opening the record. From a list of records, select the record that you want to update, then on the command bar select an action such as Assign, Deactivate or Delete. You can take a similar action when you select multiple records.
Update an image for a record
To add an image to a record, open the record and tap the image for the record. Next, select the image that you want to use.
Business process flow
The business process bar on forms gives a clear step-by-step for building customer relationships. You can see at a glance exactly where you are with a customer and what you need to do next.
The process bar can be docked to the right side of the screen for easy reference as you work with a customer record.
Use Task Flows to complete common set of tasks. For example, if you need to perform a series of follow-up steps on a regular basis then tap Start Task Flow button on the nav bar. This will lead you through the entire task from start to finish so, you don't forget an important step.
On a phones, tap , on the nav bar and then tap Start Task Flow.
Tasked based flows need to be turned on by your admin. More information: Create a mobile task flow
Track your progress with charts
Charts give you a quick view of how you’re tracking to your goals. They’re interactive, so you can tap an area of a chart to get more info.
Tap once on a chart section to see a tooltip that provides quick info about that area of the chart.
Tap again on the same section to see a grid view with more details about the data in the chart.
To expand a chart, from the charts Home page grid, tap the Expand Chart button.
To view records in chart or refresh the chart, tap and then choose an action: Refresh or View Records.
Two dimensions charts like Line, Bar, Column, and Area support zooming. Single dimension charts like, Funnel, Doughnut, Pie, and Tag chart don’t support zooming.
Change the chart view
Changing the chart view shows you a different breakdown of your data, such as opportunities opened within a specific time period. You can change a chart view by selecting the View selector on the Grid page.
For example, tap "All Opportunities", then select a different view, both chart and grid will get refreshed.
Search for records
You can search for records across multiple entities by using Relevance Search or Categorized Search. Relevance Search delivers fast and comprehensive results across multiple entities, in a single list, sorted by relevance. Categorized Search returns search results grouped by entity types, such as accounts, contacts or leads.
When Relevance Search is enabled for your organization, it becomes the default search experience.
Switch between Relevance and Categorized search
On the nav bar tap the Search button.
From the menu, select a search type.
Use Relevance Search
On the nav bar tap Search button.
Type in the search box, and then tap Search.
Use syntax in your search term to get the results you want. For example, type “car silver 2-door” to include matches for any word in the search term in the search results. Type “car+silver+2-door” to find only matches that include all three words. Type “car|silver|2-door” to get results that contain “car” or “silver” or “2-door”, or all three words.
Use Categorized Search
On the nav bar tap Search button.
Type in the search box, and then tap Search.
Search results include only records that begin with the letters you type. For example, if you want to search for “Alpine Ski House,” type alp in the search box. If you type ski, the record won’t show up.
Filter search results
To filter results by record type, choose a record type from the Filter with: drop-down box.
Sort items in a grid view
To help you find a record quickly, you can sort items in a grid view. For example, when you’re looking at a list of your active accounts, tap the arrow to sort the records in ascending or descending order.
To sort in ascending order by a column, tap that column’s heading.
To sort in descending order, tap the column’s heading again.
You can do the same from a list view in Dynamics 365 for phones.
Tap , tap Sort and then choose how you want to sort the data.
Export records to Excel
In the list of records in Customer Engagement mobile apps, you can export records to Microsoft Excel, just like you can in the web app. From a grid view in Customer Engagement for tablets or a list of records in Dynamics 365 for phones tap on the command bar and then tap Export to Excel.
More information: Export data to excel
The relationship assistant is designed to deliver the most important and relevant information in relation to what you are doing right now. The assistant works by analyzing all of the data at its disposal and generating a collection of action cards, each of which includes a message summarizing what the card is about, plus a set of links for taking action. The assistant sorts the cards by priority and filters them for your current context.
The assistant reminds you of upcoming activities; it evaluates your communications and suggests when it might be time to reach out to a contact that’s been inactive for a while; it identifies email messages that may be waiting for a reply from you; it alerts you when an opportunity is nearing its close date; and much more.
When you start your day by signing in to Dynamics 365 for Customer Engagement apps, the assistant draws your attention to your most important items and tasks, drawn from all areas of the application.
To access the assistant, on the nav bar, tap .
Tap Relationship Assistant.
Update your activities in the Timeline
The timeline view helps you collaborate with your team by tracking communication history on a single page in an easy-to-read 360 view. You can see everything from posts and voice attachments, to email and notes and more.
Add an activity
- Open a record and in the Timeline area, tap +, and select the type of activity that you want to add.
Tap and then tap Open Filter Pane to filter the records in the timeline by record type.
Tap to change the sort order for the records from ascending to descending and vice versa.
The mobile app also lets you take notes and attach photos to a note, or take a new photo with your device's camera. So, if for example, you're out at a site and need to document a customer's issue with a product, you can capture and add it to a note right away, rather than taking the photo, then adding it from your camera roll later.
To add a note, open a record and in the notes area enter your note.
Rather than manually typing a barcode number into a field, you can scan barcodes by using your device's camera. Tap the icon to the right of the field to start the scanner. This makes it easy to capture info about inventory and other issues when you're out in the field. You'll need to ask your admin to set this feature up for you.
Send an email or make a call
Call or send email to your customers easily from the mobile apps. Tap any phone number in a record to start a call, or tap the email button to send an email.
In the Dynamics 365 for tablets app, tapping the phone button starts a Skype call. In Dynamics 365 for phones, it starts a phone call.
When you’re finished with your call, the app prompts you to enter details about the call.
Seamless work offline with mobile offline synchronization. You can work with mobile app in offline mode when the device is disconnected from the internet. The app provides a rich offline experience which lets you to work with basic commands like create, read, update, and delete and business processes - so you always stay productive. Once you're back online, changes you've made are synchronized with Customer Engagement.
When you're admin has enabled mobile offline, the next time that you access the mobile app, you will be prompted to download updates. Once you download the updates, you can start using the mobile app in offline mode.
When you see the Offline Updates Available dialog box, choose Update.
You'll see a progress indicator while the updates are being downloaded. When the download load is complete, it's a good idea to verify offline mode is available.
See if offline mode is available
When the updates have download, you can check to see if mobile offline is available.
From the nav bar, tap and then tap, Offline Status.
Offline Status, tracks offline status of the whole app, and also the status of each entity individually. When the status shows as Available, it indicates offline is available and data has synced successfully.
The status here can be Not Available due to an error or if you missed downlading offline updates. If the status is Not Available due to missing the latest offline updates, then try downloading the updates again.
Entity Status, provides the offline status of each entity individually. For the available entities you can also track the last time the entity synced.
You can also track offline status of entities from the Menu button.
Green Wi-Fi icon next to the entity name indicates that it is available in offline mode.
Red Wi-Fi icon indicates that this entity is enabled for offline but is not available to work in offline mode due to an error or missing updates.
No Wi-Fi icon indicates that your admin has not enabled the entity to use in offline mode.
Background sync is enabled even when the app is minimized so long as a network connection is detected. But when the app is in the background, metadata changes will not be accepted automatically.
Other things to keep in mind about background sync:
Sync will run until you sign in to the mobile app.
While the app is running in the background, sync is automatically disabled when a network is disabled.
When you bring the app to the foreground, regular sync is detected and enabled.
Background sync is disabled when the device is locked and enabled when the device is unlocked.
While the app is running in the background, metadata changes will not be accepted automatically. The mobile app will stop the background sync.
When you bring the app to the foreground, you are prompted to accept the metadata changes.
While the app is running in the foreground, after metadata is updated, the app will switch to regular sync.
Background sync will be disabled if:
Your user token expires in the background.
The application closes for some reason.
Your device locks.
Background sync is available on all supported devices. See support for Dynamics 365 for phones and Dynamics 365 for tablets.
Sync conflict resolution
If multiple entries are made in the same field by offline users (for example, two or more “close by” dates), the conflict is clearly marked and you can choose the correct entry.
If a record has changed on the server between the time your device retrieved the record and when it tries to update or delete that record, you'll see an exclamation mark ("!”) by the relevant field, and will need to resubmit your updated changes.
Reconfigure the app
If you used the mobile app on a phone or tablet temporarily and want to remove all you cache data before giving to device to someone else, you need reconfigure the app.
Reconfiguring deletes all data and metadata from the cache, though you shouldn't rely on this as a security measure.
If you sign out of one organization and sign in to another, and then use the Reconfigure option on the organization you signed in to, your metadata will still remain for the organization you signed out of. To remove your metadata from the organization you signed out of, you’ll need to sign in to it and use the Reconfigure option there, as well.
Here's how to do it:
Tap User Information.
The Dynamics 365 for Customer Engagement for tablets and phones, and Project Finder for Project Finder for Dynamics 365 (the "App") enables users to access their Microsoft Dynamics CRM or Dynamics 365 for Customer Engagement instance from their tablet and phone device. In order to provide this service, the App processes and stores information, such as user's credentials and the data the user processes in Microsoft Dynamics CRM or Dynamics 365 for Customer Engagement. The App is provided for use only by end users of Microsoft customers who are authorized users of Microsoft Dynamics CRM or Dynamics 365 for Customer Engagement. The App processes user's information on behalf of the applicable Microsoft customer, and Microsoft may disclose information processed by the App at the direction of the organization that provides users access to Microsoft Dynamics CRM or Dynamics 365 for Customer Engagement. Microsoft does not use information users process via the App for any other purpose.
If users use the App to connect to Microsoft Dynamics CRM (online) or Dynamics 365 for Customer Engagement, by installing the App, users consent to transmission of their organization's assigned ID and assigned end user ID, and device ID to Microsoft for purposes of enabling connections across multiple devices, or improving Microsoft Dynamics CRM (online), Dynamics 365 for Customer Engagement or the App.
The App may include links to other Microsoft services and third party services whose privacy and security practices may differ from those of Microsoft Dynamics CRM or Dynamics 365 for Customer Engagement. IF USERS SUBMIT DATA TO OTHER MICROSOFT SERVICES OR THIRD PARTY SERVICES, SUCH DATA IS GOVERNED BY THEIR RESPECTIVE PRIVACY STATEMENTS. For the avoidance of doubt, data shared outside of Microsoft Dynamics CRM or Dynamics 365 for Customer Engagement is not covered by users' Microsoft Dynamicss CRM or Dynamics 365 for Customer Engagement agreement(s) or the applicable Microsoft Dynamics Trust Center. Microsoft encourages users to review these other privacy statements.
Licensed Dynamics 365 Online users with specific Security Roles (CEO – Business Manager, Sales Manager, Salesperson, System Administrator, System Customizer, and Vice President of Sales) are automatically authorized to access the service by using Dynamics 365 for tablets, as well as other clients.
An administrator has full control (at the user security role or entity level) over the ability to access and the level of authorized access associated with the tablet client. Users can then access Dynamics 365 (online) by using Dynamics 365 for tablets, and Customer Data will be cached on the device running the specific client.
Based on the specific settings at the user security and entity levels, the types of Customer Data that can be exported from Dynamics 365 (online) and cached on an end user’s device include record data, record metadata, entity data, entity metadata, and business logic.
By enabling the User Content and Location setting, you allow your Dynamics 365 for Customer Engagement or Microsoft Dynamics CRM administrator and system customizers to access precise location data and files on your mobile device. The administrator or customizer may choose to send the information to Dynamics 365 for Customer Engagement, Dynamics CRM, and/or other services at their discretion. You can subsequently disable this functionality by disabling the User Content and Location setting. Note that this setting does not impact the privacy settings specified in the mobile device operating system.