Integrate Dynamics 365 for Customer Engagement apps with Microsoft Teams

May 30 2019

If you're familiar with Microsoft Teams, you know that it is a chat and collaboration platform – a place to manage all your conversations, files, and important tools in one team workspace. You can access SharePoint, Power BI, and now Dynamics 365 for Customer Engagement right from the Teams app. Teams comes with the Office 365 subscription and offers both a web and desktop version.

A Dynamics 365 page can be added as a tab on a Teams channel that you are working on to allow easy access to the customer information. The tab added on the Teams channel is a fully functional page, meaning you can edit any records or navigate to related records without leaving the app. You can also use the Dynamics 365 Bot for quick updates on records. In this article, I'll go into more depth about the integration process.

Before getting started, enable the Teams integration feature from Customer Engagement:

  1. Sign in as a System Administrator.
  2. Go to Settings > Administration > SystemSettings > Generaltab.
  3. Enable Microsoft Teams integration.

system_settings_d365ce

Let's get started:

1. Go to the Teams channel where you want to add a D365 page as a tab and add a tab by clicking on the + button.

add_a_d365_page_as_a_tab

2. Search for the Dynamics 365 app.

search_for_the_d365_app

3. After clicking on Dynamics 365 app, you will be asked to select the Organization and the App module. Select the same from the dropdown accordingly and click on select.

select_organization_and_app_module

4. Search for the entity you want to connect to this channel and click save.

search_and_save_entity

5. Now that it's done, you can edit the record details or navigate to the related records in Dynamics 365 from the Teams app.

navigate_to_related_records_from_teams

6. Once you complete the above steps, you will see a notification that the record is successfully connected (see above image). Any changes done here will be synchronized with the Customer Engagement apps.

7. Once the integration is done, Teams also provides the feature to associate files. Any related documents uploaded in the Files tab in Teams will also appear in the D365 Customer Engagement app under Documents for the record. Similarly, any documents added in D365 for Customer Engagement apps, will appear in the Files tab on Teams.

Below are images of the Microsoft Teams Files tab:

teams_files_tabIn the following images, you can see various locations for documents, this is because I have also enabled SharePoint integration. You can select the specific location or use All File to view each file related to this record. As you can see in the images the files uploaded on Microsoft Teams appear on the left hand side.

files_appear_on_the_left8. If you want to open a record in Customer Engagement and you are in Teams currently, don’t bother with entering the URL. Instead, click the go to website icon.

click_go_to_website_icon

Setting up the Dynamics 365 Bot

You can setup the bot feature to interact with D365CE. You can also use it to look up and make a quick update on any record. For setup, follow the below steps.

1. You can go to the Chat on the left side of the Teams app, and then select D365CE.

select_d365_in_chat2. In the welcome message from Bot, it lists some of its capabilities. You will need to click on sign in.

bot_welcome_message

3. Select Org and then click next.

4. Enter your credentials and sign in. The bot setup is complete, and some options are already loaded to get started.
These steps make it very straightforward to integrate between Teams and D365CE, helping to boost access and the potential for collaboration.

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About Abhishek Kumar

Abhishek Kumar is an Office 365 Administrator, Consultant and expert in CloudFronts Technologies. He has executed and led several corporate large scale implementation projects. While he is engrossed most of the times in delivering projects, he consistently takes out time of his busy schedule to write blogs and conduct webinars regarding Microsoft 365. Abhishek has also made numerous contributions to the online portals and discussions related to his field.

CloudFronts is a Microsoft Certified Gold Partner which offers complete Dynamics 365 (CRM, Operations and Financials) implementations, Power BI Analytics, Office 365 and Azure Infrastructure services. The team has deep expertise in delivering and supporting the customers through all aspects of their implementation from strategic technology consulting and roadmap, requirements assessments, project implementation, training, migration to post go live managed services and support. CloudFronts’ commenced its operations in the year 2012 to empower organizations around the world, do more with technology.

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