CRM Service for Dialogue Cloud
Prerequisites
Licensing prerequisites
To display Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. contact and case information in WebAgent, you need:
- A valid WebAgent license.
- A CRM connector entitlement for each configured data source or CRM connection. This may be included in your subscription or provided through AW301, CRM Connector (read-only).
A CRM connector retrieves information for WebAgent. It does not, by itself, license embedding WebAgent inside a CRM application.
Contact your AnywhereNow representative if you are unsure whether your subscription includes the required connector.
Introduction
The Dialogue Cloud CRM Service is used to connect your preferred Customer Relationship Management (CRM) client to the Dialogue Cloud platform to allow the display your CRM's client-related information directly in the Dialogue Cloud WebAgent.
Customer information is automatically displayed and directly linked to the CRM record.
For a top-level schematic overview of the CRM Service component's relationship to other components, refer to the WebAgent Infrastructure Overview.
About CRM Service
The CRM Service is a .NET framework web application which is exposing a REST interface. This REST interface is an API contract between the WebAgent/WebAgentService and the CRM Service. Different versions of CRM Service can be used to connect to the CRM of your choice, such as Dynamics 365, SQL, AFAS.
The CRM Service is part of a larger framework within the WebAgent application, which consists of the following:
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WebAgent: User-face application displaying call/dialogue information.
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WebAgentService: The WebAgent's back-end service.
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Unified Contact Center and ListsPlugin: Serve to send settings to the CRM Service and WAS.
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SharePoint site: Location where settings and configuration are stored.
The following diagram lists all components involved:
