Wednesday, June 10, 2015

Microsoft Dynamics CRM Dynamic Help Feature

Overview: This feature was introduced in the Dynamics CRM 2015 for Outlook Client and is referred to as “Dynamic Help”. Prior to this feature, the Outlook Client included a help link that always directed you to the same troubleshooting page regardless of which error you encountered. For each error code that occurs during configuration, Dynamic Help can now direct you to a KB article designed to help resolve that specific issue. This feature was also backported to CRM 2013 Update Rollup 1 for Service Pack 1 and CRM 2011 Update Rollup 18. The Dynamic Help feature is also included in the new CRM App for Outlook.
  

Details

There is a table we maintain that maps error code combinations to specific help resources. When you click the help link, it uses an intermediate FWD link that passes the error code and info such as the client version, server version, and OS version. If there is a match in the table for those combination of values, you are directed to a targeted help article. If there is not an associated help article yet, you are directed to a page with links to the community and other help resources. This mapping table can be adjusted quickly as new issues/solutions are identified without having to modify code. This table also captures hit counts for each unique error code combination which can help prioritize fixes. 
 
Continue with the further details at the Dynamics Forum entry located here.