In the early days of Office 365, you would be accustomed to a certain kind of experience when purchasing licenses as a small/medium size business (SMB) customer. As these types of organisations are typically too small to warrant the cost for Enterprise Agreements or Volume Licensing, your only recourse to buying Office 365 services was via the portal itself. At this time, any involvement with a Microsoft Partner would be minimal or even non-existent. Partners would only enter the picture if a business opted to grant them Partner of Record status, thereby allowing them to manage aspects of your subscription behind the scenes. This process, while wholly sufficient, did have some notable gaps and, if you were an organisation focused on tightly managing all aspects of your customer journey, could be prone to change or interruption via interference from Microsoft

The Cloud Solutions Provider programme (or CSP for short) is Microsoft’s “next-generation” opportunity for partners to get directly involved as part of a customers journey onto Office 365, Dynamics 365 and/or Azure and aims to resolve some of the issues highlighted above. Instead of turning directly to Microsoft when you need a new license subscription or have an issue with a particular Office 365 opportunity, customers would instead deal directly with a CSP provider, who will be able to offer them all of this, and more. Everyone wins – the customer, CSP provider and Microsoft itself – and here’s just a few reasons why:

Moving to CSP can save you money

Perhaps the most important reason of all to consider CSP ūüôā The price you will pay for pretty much every single Office 365 Subscription offering available via Microsoft directly will be lower if purchased from a CSP partner. In most cases, this will typically result in a 10-15% reduction across the board guaranteed; a figure which, depending on the size of your organisation, could be a significant portion of your per annum IT spend. In addition, there is no need to wait for your subscription anniversary to switch – any early cancellation charges will be credited in full by Microsoft, should you cancel at any point in your subscription and migrate to the equivalent CSP subscription.

CSP users can benefit from special promotions, previews and other deals unavailable via Microsoft Direct

One example of this at the moment is the preview for Microsoft 365 Business Рthe next evolutionary step for Office 365 Рwhich is accessible to those who are working with CSP providers currently. Other promotions may also appear from time to time, so you should be speaking to your CSP provider regularly to ensure that they are informing you of any potential discounts or offers available.

CSP enables your current Microsoft Partner to support you better

If you are working with a Microsoft Partner to help support your Office 365 services or Dynamics 365 deployments, there’s a good chance that they may have spoken to you about CSP or migrated you across already. The reasons for this will not be purely based on an altruistic desire to reduce your monthly running costs; by having their customers operating under CSP licensing, Partners are granted additional information regarding your subscriptions and their usage. They also become the¬†de facto organisation that needs to be contacted in case any issues occur relating to the subscription. A customer who, for example, contacts Microsoft directly regarding an Exchange Online issue on their CSP subscription will instead be referred back to the CSP Partner in the first instance; they will then be responsible for escalating the case to Microsoft if required. In most circumstances, this can surely be seen as a plus and in helping Partners to work more closely with their customers.

The above example also goes some way towards explaining why CSP license prices are cheaper compared to going directly to Microsoft. By placing Partner organisations at the front-line of dealing with common 1st/2nd Line support issues, Microsoft can reduce the number of support professionals it allocates internally ¬†and place the burden instead on Microsoft Partners to do the “heavy lifting”, particularly when it comes to dealing with easy to resolve issues (i.e. any support request that can be resolved via the Administration Centre).

It’s for Azure as well…with some caveats

Chances are if you are using Office 365 within your organisation, then you will also be consuming some additional Azure services on top of this – either Virtual Machine(s), storage, websites or even some database capacity. The good news is that you can also look at moving your Azure subscriptions across to CSP, with the same benefits available: reduced monthly costs and the ability for your partner of choice to support you better.

At the time of writing this post, the key “red flag” I would draw you towards when considering Azure CSP is what you lose compared to a Pay As You Go or other direct subscription. For example, ongoing and previous usage history will not be visible on the Azure portal and, chances are, you will only get full visibility of your Azure usage costs at the time when you are billed by your CSP partner. If you typically prefer to micro-manage your ongoing Azure usage costs, then a 10-15% saving may not be a fair trade-off for losing this visibility.

Finally, don’t be surprised if this becomes the de facto way of buying Office 365/Azure in the future if you are an SMB

I mentioned above one reason why CSP license costs are cheaper, and through this, you can begin to see the writing on the wall for SMB’s. This is not necessarily a bad thing. My own personal preference would be in dealing with a Microsoft Partner as opposed to Microsoft direct, as Partners will generally be a lot more flexible and reactive to work with. Having assumed that Microsoft can generate significant¬†internal cost savings and also give eager Partner organisations the opportunity to fill the void, why would they not then turn round and say “We’re sorry, but if you are an organisation that employs 300 people or less, then please speak to a Microsoft Partner for further assistance.”? Certainly, the vibe and talk around CSP at the moment would seem to indicate that this is the long-term trajectory for the programme. Watch this space, but it will be interesting to see in the future whether the Microsoft Direct route is downplayed or removed completely if your potential license order per annum is in only in the hundreds of ¬£’s.

When Server-Side Synchronization¬†(Server-Side Sync) was first introduced in Dynamics CRM 2013, I imagine that lots of application and email server administrators breathed a huge sigh of relief. The feature greatly simplified the amount of effort involved in integrating On-Premise/Online CRM instances with their equivalent Exchange Server versions. Previously, the only way of achieving such an integration was via the E-mail Router, a cumbersome application that provided limited integration between email servers and CRM (i.e. no synchronization of items such as Tasks, Appointments, and Contacts). Granted, the E-mail Router was desirable if you were running a non-Exchange based Email Server, but having to provision a dedicated computer/server as the “intermediary” for all email messages to flow through could start to make a simple application deployment grow arms and legs very quickly.

Since the addition of Server-Side Sync, the feature has been continually updated to make it more versatile and the de facto choice for getting your emails tagged back into CRM & Dynamics 365 for Enterprise (D365E) Рto the extent that the Email Router will shortly be extinct. Server-Side Sync now supports hybrid-deployments (e.g. D365E Online to Exchange On-Premise and vice-versa), has been expanded to include other Email protocol types and is now tailored to provide easier mechanisms for diagnosing mail flow issues from within the application itself. The last of these developments is best epitomised by the introduction of the Server-Side Synchronization Monitoring dashboard, introduced in CRM 2016 Update 1:

With this Dashboard, Administrators now have a simplified means of monitoring the health of their Server-Side Sync settings, facilitating the easy identification of problematic mailboxes, mailboxes that have failed a Test & Enable and those that have a recurring error being generated on them. Having all of this information at our fingertips enables CRM administrators to much more proactive in managing their health of their instance.

When recently working within some D365E organizations, which were originally provisioned as Dynamics CRM Online 2015 instances on the same Office 365 tenant, I noticed that the above Dashboard was missing:

Therefore, when clicking on the appropriate button in the sitemap area, an alternative Dashboard is loaded instead (either the user’s favorite Dashboard or a random one instead). So the question was – where has the Dashboard gone?

It turns out that the reason for its absence is down to an error as part of a previous major version upgrade, and is an issue that may be encountered by CRM Organisations provisioned a few years back. After escalating to Microsoft Support for further assistance, we were able to find a workaround to make the Dashboard available on the instances that were missing it. The steps involved are relatively straightforward, but in our case, we did have to resort to a spare trial/demo instance available that had the Dashboard installed successfully. The workaround steps are as follows:

  1. Log into an instance that contains the Dashboard. Go into Customizations and rename the Dashboard (doesn’t matter what you call it, as long as it’s not the same as the default name).
  2. Create a new unmanaged Solution and add in the renamed Dashboard. Export the solution as an Unmanaged Solution.
  3. Import the Solution into the instance that is missing it.
  4. Attempt to access the Dashboard and verify that it loads successfully.

You may be wondering why the Dashboard needs to be renamed before exporting. When attempting to import this Dashboard into any target instance with its default name, the component is automatically skipped during the import process. A Microsoft engineer advised that this is because an instance with the missing Dashboard actually thinks it is there and therefore does not try to import and overwrite a system component with the same name.

For the benefit of those who may also be experiencing the same issue and do not readily have access to another CRM/D365E instance, I have uploaded below two unmanaged solution files for the previous two versions of the application:

Version 8.1 (Dynamics CRM Online 2016 Service Pack 1)

Version 8.2 (December 2016 update for Dynamics 365)

The solution is a simple 1 component solution, containing a renamed version of the Server-Side Synchronization Monitoring Dashboard:

Once you have downloaded your Solution of choice above, follow steps 3-4 above and then go into Solution and the Dashboard to rename it from¬†Copy of Server-Side Synchronization Monitoring ->¬†Server Side Synchronization¬†Monitoring. The application will accept the changes and it will be as if you always had the Dashboard there in the first place ūüôā

It seems strange that this issue occurred in the first place, and I suspect I may not be the only one who has faced it recently. The Microsoft engineer I spoke to seemed to confirm that they’ve had this type of issue crop up several times previously, which makes it strange that this has not been acknowledged as a bug, either within the application itself as part of the twice-yearly upgrade processes. Notwithstanding this fact, it is good that an established workaround can be applied to fix the issue.

With the dizzying array of cloud-hosted applications and database systems available to IT system administrators today (often deployable at a few button clicks), you may be forgiven for thinking that Microsoft Access has joined the ranks of InfoPath, Visual FoxPro¬†and other semi-legendary deprecated applications. Far from it – Access is still a mainstay within most Office 365 subscriptions today, alongside Word, Excel etc. What’s more, if you are looking to develop a very simple application to be utilised within your organisation, you would be hard-pressed to find an equivalent product at the same price point that would do the job as well. Here are just a few reasons on why Access is great.

  • It has the ability to connect to a wide variety of data sources – SQL, SharePoint and others – as well as letting you store data within Access itself.
  • The application contains rich customisation options for forms, buttons and other controls, enabling you to tailor the interface to suit a wide variety of business requirements.
  • Access has full support for Visual Basic for Applications (VBA), giving you the further potential to integrate complex logic when building your Access application.

Although there was some concerning news recently regarding Access within SharePoint Online, that looked like the writing on the wall for Access, quite the opposite effect seems to be happening. The application is being continually updated within Microsoft, with one of the latest of these updates catching my attention:

Last November, we shared our plan to add a set of modern data connectors that will enable Office ProPlus customers to expand what is possible in their organizations.

Today, we are pleased to announce the addition of two new connectors in our portfolio: Microsoft Dynamics and Salesforce. These two connectors are rolling out to customers with Office 365 ProPlus, E3, or E5 plans.

To clarify,¬†Microsoft Dynamics in this context refers to the Dynamics 365 for Customer Engagement (Dynamics CRM) application, and not any other product within the newly revamped Dynamics 365 family. Getting started with the new data connectors is fairly easy, and may be useful for your business to look at more closely. With this in mind, let’s take a look at how to setup a straightforward Access application that links with Dynamics 365.

Before we begin…

At the time of writing, the new data connectors are only available for those who on the First Release branch of Office ProPlus, something which has to be explicitly enabled on the Office 365 Admin centre. As part of this, you may need to reinstall your Office applications (like I did) to ensure that this kicks in correctly.

Once you’ve verified that you’re on the correct Access version, you can then proceed to create your Dynamics 365 “powered” Access app…

Open up Access and create a brand new Blank database app called Contact Management.accdb, saving it in a location of your choosing:

A blank Access app will be created with an empty Table (this can be safely deleted). Navigate to the External Data tab on the Ribbon and select the From Dynamics 365 (online) external data source:

A pop-up will appear, asking for your Dynamics 365 application URL and how you want to store the data within Access – take a one-time copy of it (Import the source data into a new table in the current database) or connect directly (Link to the data source by creating a linked table). Select the 2nd option, which I would always recommend to select:

Access will then attempt to retrieve a list of the Entities within the application. You may also be asked to log in using your Office 365 credentials, but based on my testing, it seemed to automatically pick these up from my currently logged in Office 365 account for activation – which is nice ūüôā

The Link Tables window will then return a list of the entities that you are able to select. In this example, select Contacts and then press OK.

Access will then begin importing the table definitions and the underlying data, which can take a few moments. It is worth noting that Access will also automatically import tables for each N:1 entity relationship for your chosen Entity. This is to allow you to effectively query for “friendly name” information, as opposed to returning the rather ugly looking Globally Unique Identifier (GUID) values for each relationship:

With our data successfully imported, we can then start to build out a Form to enable users to interact with and change records. The quickest way of doing this is via the Form Wizard, which can be found on the Create tab:

By following the Wizard’s instructions. we can select the fields we want on our new form…

…our preferred layout…

…and then, finally, our form name:

Clicking on Finish will load up our newly created Form. From there, we can run a test by adding a Mobile Number value to the Marissa Burnett sample Contact record and then verify this appears successfully on Dynamics 365 after saving:

Conclusions or Wot I Think

The role of Access within the wider context of Microsoft’s offerings is one that has been increasingly open to question in recent years. The debut of exciting new solutions such as PowerApps and Dynamics 365 for Business, does make you start to think whether Access will be for the “chop” in the near future. By adding the new Dynamics 365 for Customer Engagement and Salesforce connectors, along with the other updates that are continually being rolled out for the application, Microsoft makes it clear that for, the time-being, Access is very much here to stay. The reasons for this can be perhaps garnered from my opening comments – it still remains a very versatile way of building quick to deploy, database vendor agnostic solutions that are tailored for desktop use within businesses of any size globally. Another reason for its mainstay – and the release of these new connectors – could be seen as a stealthy means of getting organisations slowly moved across to solutions like Dynamics 365, without the need of moving everything across in one go.

Whatever the reason(s), we can be encouraged by the fact that Access is very much being actively developed, even within the current landscape of varying CRM/ERP solutions. And, what’s more, it’s very cool to be able to say that Dynamics 365 for Customer Engagement is Access compatible ūüôā

Even with the best will in the world, objects that we own or operate will sometimes break down completely. In these occasions, after typically spending an inordinate amount of time attempting to resolve things ourselves, we refer to others who have the expertise and ability to provide a fix. Often, this will come at a price and,¬†depending on the nature of the issue and how it’s ultimately resolved, you will walk away happy as Larry or anything but.

Dynamics 365 for Enterprise (D365E) applies very much to the scenario illustrated above. As an application system developed and, in most cases, hosted by Microsoft, you will occasionally come across issues that cause the application to be inoperable or prevent you from carrying out a specific task. In these instances, we generally need to raise our hands and get someone from Microsoft involved to help out. The routes available to do this can vary, meaning you have to consider carefully which option is best for your business.

In this week’s post, we will take a closer look at the different support offerings that are available to D365E customers, what you get as part of each one and the pros/cons of each offering. If you are currently in the process of evaluating which support option is best for you, then this post will (hopefully!) leave you much better equipped to determine the best option for your /organisation.business

Standard Support

All subscriptions on Office 365 include access to Standard Support, generally amounting to the ability to open support requests on the portal and getting assistance to resolve issues with a particular application/service. D365E is no exception to this rule, and organisations can be comforted in knowing that they are covered from a support perspective the second after they purchase their subscription. However, unless you already have dedicated expertise within your business on how to operate the application, do not expect this service to be an effective hand-holder through your early days with the application. The priority level for Standard Support requests is low and will generally be routed to Microsoft affiliates as opposed to dedicated support professionals within Microsoft itself. Nevertheless, Standard Support does provide you with the ability to get your critical issues with D365E resolved.

Pros

  • Included in your subscription.
  • Guaranteed resolution for all break/fix issues.

Cons

  • Responses are only guaranteed within 24 hours of first raising the case.
  • Support provision can generally be lacklustre and cumbersome to deal with.

Enhanced Support

For smaller businesses, often the cost of obtaining more streamlined support provision for internal applications can be prohibitively expensive. Enhanced Support attempts to try and overcome this by providing a very cost effective means of putting in place a 2-hour SLA response time for any support requests raised involving D365E. This is definitely a huge improvement over what is offered as part of Standard Support. If your business has made a firm commitment not to align yourself with a Partner, then I would strongly recommend looking at Enhanced Support to keep you afloat while using D365E.

Pros

  • 2 hour response time guaranteed for all service requests.
  • Grants access to CustomerSource, an online repository of training resources to help you brush up on your D365E expertise.

Cons

  • As a paid offering, each user in your organisation will require the appropriate add-on subscription to ensure compliance. The additional cost (amounting to a few extra ¬£’s per month) will, therefore, need to be factored into your monthly budget.
  • Provides in-hour support only, with no guarantee of a response/action outside of normal business hours.

Professional Direct Support

Professional Direct Support is best geared towards medium to large size organisations or those that require the peace of mind of having speedy responses to any problems. The 1 hour SLA represents the pinnacle response time that Microsoft customers can receive and the offering is also enhanced further via access to a dedicated person within Microsoft who will look after you and ensure your requests are being dealt with effectively. Unlike Enhanced Support, you also have explicit access to 2nd line support professionals within Microsoft, with a commitment towards priority escalation to engineers when a serious problem is identified. Professional Direct Support is the best support offering to go for if you place significant value within your D365E investment and want to align your support provision very closely with Microsoft.

Pros

  • 24×7, 1 hour guaranteed response for all of your issues
  • Access to a Service Delivery Manager within Microsoft, as a point of contact for all support requests and to provide ongoing review of your support experience.

Cons

  • Costs an additional ¬£6.80 per month on top of your existing D365E subscriptions
  • Cannot be relied upon to provide in-application support (e.g. entity customisations, plugin development etc.)

Working with a Partner

Partners are perhaps a natural choice for medium to large size organisations who cannot afford to have the dedicated expertise in-house to manage their D365E deployment, but are looking for a cost-effective way of having this knowledge at their disposal. Dynamics 365 partners are plentiful, and many of them can prove to be a lot less daunting to deal with day-to-day compared with Microsoft directly. They will likely have lots of combined expertise across different areas of the product and will be able to tailor a support offering that suits your requirements more neatly than Microsoft can. The key thing to remember when choosing your partner is to ensure that they have an Advanced Support for Partners (ASfP) or Premier Support for Partners (PSfP) agreement in place with Microsoft. Why is this important? By being enrolled within one of these offerings, the partner has the ability to log support requests relating to your subscription with enhanced routing/SLA’s in place, meaning your request will be dealt with faster – in some cases, a 1-hour response is guaranteed for critical issues. The partner will also, arguably, be in a much better position to support you more generally, as both of these schemes afford ample opportunity for the partner to keep up to speed with everything that is happening with D365E.

Pros

  • Excellent resource to have in place for in-application issues (i.e. problems that don’t require escalation to Microsoft).
  • Low month-on-month investment, anywhere from ¬£200-¬£700 or more per month, depending on the size or your organisation.

Cons

  • For any issues that require customisation/developer expertise to resolve, expect some punishingly expensive day rates for the work; in some cases, I have seen prices going up to ¬£950 a day for a junior consultant(!!)
  • Does not benefit from any of the above offerings to help you as a business maximise your investment in D365E. You will be reliant solely on your partner of choice to provide this as part of the service (if in fact, they do at all).

Conclusions or Wot I Think

The myriad of support options presented as part of this post are very much designed to cater for organisations of different sizes, agendas and visions of how they see their D365E system at a strategic level. The list is by no means exhaustive too, as enterprise organisations can look at¬†Premier Support¬†as well. As this kind of support offering would generally involve provision for multiple Microsoft/Microsoft Online Services products, I have deliberately left it out this list, due to it very much being “overkill” for supporting a single application. What you are left with as part of this list is arguably 3 viable support options that can be recommended depending on which boat you are sitting in:

  • If you are a small business with sufficient technical expertise in-house, then the Enhanced/Professional Direct Support options are best.
  • If you are a larger organisation looking to very closely align yourself with Microsoft and are confident in your in-house technical ability, then Professional Direct Support is the one for you.
  • If you are a¬†business of any size and very much don’t want to worry about managing and supporting your D365E system, then the Partner route is a very sensible approach.

The implication with all of the above is that the Standard Support option is not one that I would recommend you have in place. Whilst you can be assured that your critical issues will ultimately get looked into and resolved, you may find yourself waiting days and weeks for a resolution and not necessarily be afforded the most technically accomplished support professionals to assist you in resolving your case.

This is the final post in my 5 part series focusing on the practical implications surrounding the General Data Protection Regulation (GDPR) and how some of the features within Dynamics CRM/Dynamics 365 for Enterprise (CRM/D365E) can be utilised to smooth your organisations transition towards achieving compliance with the regulation. In this week’s post, we will be delving deep into the murky world of Subject Access Requests (SAR’s) (a process that already exists within existing E.U. Data Protection legislation), some of the changes that GDPR brings into the frame and the capabilities of the Word Template feature within CRM/D365E in expediting these requests as they come through to your organisation.

All posts in the series will make frequent reference to the text (or “Articles”) contained within Regulation (EU) 2016/679, available online as part of the Official Journal of the European Union¬†– a particularly onerous and long-winded document. If you are based in the UK, you may find solace instead by reading through the ICO’s rather excellent Overview of the General Data Protection Regulation (GDPR) pages, where further clarification on key aspects of the regulation can be garnered.

Before jumping into the fun stuff, it’s useful to first set out the stall of what SAR’s are and to highlight some of the areas to watch out for under GDPR

A SAR is a mechanism through which an individual can request all information that a business or organisation holds on them. Section 7 of the UK’s Data Protection Act 1998 sets out the framework for how they operate and they are applicable to a wide variety of contexts – from requesting details from an Internet¬†Service Provider regarding your account through to writing to an ex-employer to request what details of yours they hold on file. The types of information covered under a SAR can be quite broad:

  • Documents containing personal details
  • Emails
  • Call Recordings
  • Database Records

The effort involved in satisfying a SAR can be significant, typically due to the amount of information involved, and time will need to be put aside compiling everything together. You will also need to ensure certain types of information are redacted too, to prevent against an inadvertent data breach by revealing other data subjects details. It is for these reasons why SAR’s are typically seen as the bane of IT support personnel’s existences!

Be Aware Of The Implications Of Ignoring A SAR

Article 12 provides a broad – but nonetheless concerning – consequence should you choose to disregard or not process a SAR within the appropriate timeframes:

If the controller does not take action on the request of the data subject, the controller shall inform the data subject without delay and at the latest within one month of receipt of the request of the reasons for not taking action and on the possibility of lodging a complaint with a supervisory authority and seeking a judicial remedy.

Under current guidelines issued by the ICO for the Data Protection Act, the type of enforcement action include being mandated to process a SAR via a court order and even compensation for the data subject, if it can be proven that the individual has suffered personal damage through your lack of action. Whilst GDPR makes it unclear at the stage whether these consequences will remain the same or beefed up, organisations can make an assumption that there will be some changes under the new state of play, particuarly given that enforcement actions have been developed significantly in other areas (e.g. data breaches).

Overrall, SAR’s remain largely the same under GDPR, but there are a few subtle changes that you should make note of:

  • Most organisations currently will charge an “administration fee” for any SAR that is sent to them. GDPR does not specifically mandate that organisations can levy this charge anymore, so it can be inferred that they must now be completed free of charge. An organisation can, however, charge a “reasonable fee” if the data subject requests additional copies of the data that has already been sent to them (Article 15) or if requests are deemed to be “manifestly unfounded or excessive” (Article 12).
  • All information requested as part of an SAR¬†must now be supplied within 1 month (as opposed to 40 days under existing legislation) of the date of the request. This can be extended to a further 2 months, subject to the organisation in question informing the data subject of the extension and the reason for the delay. Delays should only be tolerated in instances where the “complexity and number of the requests” exceeds normal situations (Article 12).
  • Organisations are within their right to request documentary evidence that the individual¬†who has sent the SAR is the person they claim to be, via official identification or similar. This is useful in two respects: it enables an organisation to mitigate the risk of a potential data breach via a dishonest SAR and also affords the organisation additional time to process the request, as it can be inferred that the request can only be reasonably processed once the individual’s identity is confirmed.

The ability to expedite SAR’s in an efficient and consistent manner becomes a significant concern for organisations who are aiming to achieve GDPR compliance. But if you are using CRM 2016 or later, then this process can be helped along by a feature that any application user can quickly get to grips with – Word Templates

This feature, along with Excel Templates, is very much geared towards bridging the gap for power users wanting to generate reports for one or multiple record types, without having to resort to more complex means (i.e. SQL Server Reporting Services reports). I looked at the feature a while back on the blog, and it is very much something I now frequently jump to or advise others to within the application; for the simple reasons that most people will know how to interact with Word/Excel and that they provide a much easier means of accessing core and related entity records for document generation purposes.

To best understand how Word Templates can be utilised for SAR’s, consider the following scenario:¬†ABC Company Ltd. use D36E as their primary business application system for storing customer information, using the Contact entity within the application. The business receives a SAR that asks for all personal details relating to that person to be sent across via post. The basic requirements of this situation are twofold:

  • Produce a professional response to the request that can then be printed onto official company stationary.
  • Quickly generate all field value date for the¬†Contact entity that contain information concerning the data subject.

Both requirements are a good fit for Word Templates, which I will hopefully demonstrate right now ūüôā

In true Art Attack style, rather than go through the process of creating a Word Template from scratch (covered by my previous blog post above), “here’s one I made earlier” – a basic, unskinned template that can be uploaded onto CRM/D365E via the¬†Settings -> Templates ->¬†Document Templates¬†area of the application:

Subject Access Request Demo – Contact

When this is uploaded into the application and run against a sample record, it should look similar to the below:

Once deployed, the template can then be re-used across multiple record types, any future SAR’s can be satisfied in minutes as opposed to days and (hopefully) the data subject concerned is content that they have received the information requested in a prompt and informative manner.

Thanks for reading and I hope that this post – and the others in the series – have been useful in preparing your for GDPR and in highlighting some excellent functionality contained within CRM/D365E. Be sure to check out the other posts in the series if you haven’t done so already using the links below and do please leave a comment if you have any questions ūüôā

Part 1: Utilising Transparent Database Encryption (TDE)

Part 2: Getting to Grips With Field Security Profiles

Part 3: Implementing & Documenting A Security Model

Part 4: Managing Data Retention Policy with Bulk Record Deletion