Install CRM Service for Dynamics 365
The CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. Service for Dynamics 365 is used to retrieve relevant information about the caller (for both inbound and outbound) during a conversation handled by the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location.. The CRM Service retrieves contact info regarding the caller and if applicable the related relevant cases. The CRM Service will be used in combination with the AnywhereNow WebAgent.
Note
A CRM connector license specific to each data source (Database or CRM backend platform) is required.
Dependencies
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Azure Application Registration for the authorization process, see: To register a new Azure application
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Dynamics 365 application user, see: Creating a Dynamics 365 application user
Follow the instructions below to install the CRM Service for Dynamics 365.
Request CRM Service for Dialogue Cloud
For customers
Request the Crm Service for Dynamics to be enabled (for specific UCC's) via your regular AnywhereNow contact or Partner.
For partners
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Navigate to the Partner Portal
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Request the "Integrated with Dynamics" when selecting WebAgent > Webagent For Voice Communication / Webagent for Omnichannel Communication.
This can be done during:
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Create UCC, see: Create - Contact Center (UCC)
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Edit UCC, see: View (and edit) - Contact Centers (UCC's)
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Validate Endpoint
Note
Required settings fields will be automatically added in your SharePoint lists after requesting this feature through Partner Portal. Some of these settings, like ConnectionString, will need to be completed ASAP with your valid credentials.
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Open the UCC Config page on SharePoint
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Open the Plugin Settings list
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| Setting | Value | Scope |
|---|---|---|
| ListsEndpoints |
http://FQDN FDQN stands for Fully Qualified Domain Name and specifies the exact location in the tree hierarchy of the Domain Name System (DNS). An example for [hostname].[domain].[top level domain] is [www].[microsoft].[com]/webagentservice/api/v1/settings http://FQDN/CrmServiceDynamics/api/v1/settings Warning Make sure to leave the fqdn to this service configured as a ".local" URL, especially when using multiple UCC services in the same region. If this is not done, the UCC cannot reach the right webserver internally leading to undesired or non-functional WebAgent behavior. |
ListsPlugin |
Validate WebAgentService URL
Note
Required settings fields will be automatically added in your SharePoint lists after requesting this feature through Partner Portal. Some of these settings, like ConnectionString, will need to be completed ASAP with your valid credentials.
- Open the UCC Config page on SharePoint
- Open the Plugin Settings list
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| Setting | Value | Scope |
|---|---|---|
| CrmServiceUrl |
http://fqdn/CrmServiceDynamics Note URL (Value) needs to be accessible from the WebAgentService to this CRM Service. Warning Make sure to leave the fqdn to this service configured as a ".local" URL, especially when using multiple UCC services in the same region. If this is not done, the UCC cannot reach the right webserver internally leading to undesired or non-functional WebAgent behavior. |
WebAgentService |
Configure the UCC Plugin ConnectionString Setting
Warning
This CRM service depends on settings which need to be identical if used across multiple UCC's within a service, meaning the values should be identical across all UCC configurations using it. We call these primary settings. A primary setting is defined by the first UCC to publish its settings during startup of the service. This may not always be the same UCC if multiple UCC's share this service! If values differ across multiple UCC's this will lead to unpredictable behavior after a service restart. It is extremely important to keep the values consistent/identical and valid.
Note
Required settings fields will be automatically added in your SharePoint lists after requesting this feature through Partner Portal. Some of these settings, like ConnectionString, will need to be completed ASAP with your valid credentials.
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Open the relevant SharePoint UCC Settings page.
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Select Plugin Settings from the UCC Config section.
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| Setting | Value | Scope |
|---|---|---|
| ConnectionString | This is the connection string* required for Dynamics 365 authentication. The only mandatory setting that must have a value. | CrmService |
*The ConnectionString will look something like below format, but variations may work depending on the CRM platform authentication setup by your CRM administrator:
Url=<URL of your Dynamics365>;ClientId=<your Dynamics365 ClientId>;EncryptedClientSecret=<your ClientSecret but in encrypted format>;AuthenticationType=ClientSecret;SkipDiscovery=true;RequireNewInstance=true-
For more information on Dataverse Dataverse lets you securely store and manage data that's used by business applications. Data within Dataverse is stored within a set of tables. A table is a set of rows (formerly referred to as records) and columns (formerly referred to as fields/attributes). [From: Microsoft Docs] Connectionstrings (underlying Dynamics 365) see: use-connection-strings-xrm-tooling-connect
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The EncryptedClientSecret must be generated using the AnywhereNow Password Tool to encrypt the ClientSecret by following the procedure described in Configuring authentication for CRM Service for Dynamics 365.
For additional or optional configuration parameters see Additional configuration CRM Service for Dynamics 365