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Version: 6.4

Power Apps

Cloud Flows

Cloud Flows (Power Automate) make it possible to perform one or more tasks automatically when triggered by an event. In order to familiarize yourself with cloud flows please refer to the official Microsoft documentation.

If the Cloud Flow is not triggered, please consult the troubleshooting guide provided by Microsoft. Please verify that the admin mode is turned off otherwise Cloud Flows are not triggered at all.

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A similar experience might be achieved by utilizing classic Microsoft Dataverse workflows, please refer to the official Microsoft documentation

This page outlines practical examples on how to cover common business requirements in conjunction with b+s Connects.

Create a new Cloud Flow

Step 1: Go to https://make.powerapps.com.

Step 2: Navigate to Flow section.

Flow Section

Step 3: Select New flow.

New cloud flow

Step 4: Click on Automated cloud flow.

Automated cloud flow

Step 5: Provide a Flow name, choose flow trigger: "When a row is added, modified or deleted" and create the flow.

Create cloud flow

Step 6: Go on with one of these Flows:

Delete phonecall record after call has ended

For each phone call that is handled by the agent, a phonecall record is created. The phonecall record serves as a data container throughout the duration of the call. For integrations that do not need to keep the phone call records in the CRM database can delete them automatically as follows:

Prerequisites

Cloud Flow example

Delete phonecall cloud flow

ActionData
Trigger: When a row is added, modified or deletedChange type: Modified
Table name: Phone Calls
Scope: Organization
Condition (And)Activity Status (statecode) is equal to 1
CTI Reference Id (cnx_ctireferenceid) is not equal to ""
If yes: Delete a rowTable name: Phone Calls
Row ID: Phone Call (activityid)

Assign newly created case to phonecall

The same unique identifier must be saved to both the phonecall record and the newly created case. The case will be assigned to the regarding field of the phonecall record.

Prerequisites

  • Custom column added on Case (e.g. cr661_ctireferenceid) to store the unique identifier.
  • Service Layout configuration: Create new case populates the workitemid to the custom field. For more details refer to the Create New Case configuration instructions.
  • A new Flow is created.

Cloud Flow example

Assign case to phonecall cloud flow

ActionData
Trigger: When a row is added, modified or deletedChange type: Added
Table name: Cases
Scope: Organization
List rowsTable name: Phone Calls
Filter rows: cnx_ctireferenceid eq 'CTI Reference ID' (cr661_ctireferenceid)
Row count: 1
Apply to eachSelect an output from previous steps: value (List of Items)
Update a rowTable name: Phone Calls
Row ID: Phone Call (activityid)
Regarding (Cases): /incidents(Case) (incidentid)

Copy call data from phonecall to case

Prerequisites

  • Custom column added on Case (e.g. cr661_durationonhold) to store the hold duration.
  • Case is linked to the phonecall regarding field automatically when added (i.e. saved). Use the "Assign newly created case to phonecall" example to achieve automatic assignment.
  • A new Flow is created.

Cloud Flow example

Copy data cloud flow

ActionData
Trigger: When a row is added, modified or deletedChange type: Modified
Table name: Phone Calls
Scope: Organization
Select columns: cnx_durationonhold
List rowsTable name: Cases
Filter rows: cr661_ctireferenceid eq 'CTI Reference Id'(cnx_ctireferenceid)
Row count: 1
Apply to eachSelect an output from previous steps: value (List of Items)
Update a rowTable name: Cases
Row ID: Case (incidentid)
Duration on Hold: Duration on Hold (cnx_durationonhold)

Delete saved extension from Connects Agent

Deletes the auto filled in extension in the login page of Connects for Microsoft Dynamics

Prerequisites

Cloud Flow example

Delete extension from Connects Agent Delete extension from Connects Agent

ActionData
Trigger: When a row is added, modified or deletedChange type: Modified
Table name: Connects Agents
Scope: Organization
Select columns: cnx_extension
Filter rows: cnx_extension ne null
ConditionExtension is not equal to null
If yes: Update a rowTable name: Connects Agents
Row ID: Connects Agent (unique identifier for entity instances)
Extension: Expression string(null)

Add a file to a solution

Step 1: Go to https://make.powerapps.com.

Step 2: Navigate to Solutions section.

Settings Solutions

Step 3: Open or create a solution.

Step 4: Create a new web resource.

Create web resource

Step 5: Upload the file, enter the display name, name and type of the file and save it.

Create web resource

Step 6: Make sure to publish all customizations.

Publish Solution Customizations

Add a column to a table

Step 1: Go to https://make.powerapps.com.

Step 2: Expand the Dataverse section and open Tables.

Dataverse - Tables

Step 3: Search for the table (e.g. Case, Account...) to be modified and open it.

Open Case

Step 4: Add a new column.

Add Column

Step 5: Enter a Display Name, a Schema Name and click Save.

Configure Column