Microsoft Dynamics CRM
Overview
Microsoft Dynamics is a Customer Relationship Management (CRM) application, similar to Salesforce, NetSuite, or Bullhorn.
8x8 Work and 8x8 Contact Center users can integrate their phone service with Microsoft Dynamics.
Please see the online help guides linked below for configuration and use instructions.
Applies To:
- 8x8 Work (formerly VO)
- 8x8 Contact Center (formerly VCC)
- Microsoft Dynamics
- Email in External CRM for Microsoft Dynamics
Contact Center App Email-in-Case Support
On August 31, 2023, we updated our 8x8 Contact Center Integration for Microsoft Dynamics to v0.3.7, which provides support for new Email in External CRM functionality:
- Agents can now receive, reply to, and create new emails within the Contact Center App.
- All email interactions are handled through the Contact Center App, and are stored into Microsoft Dynamics cases.
- Each leg of an email "chain" or conversation sent to or from the Contact Center App will automatically be stored in its appropriate case.
- A new email chain will open a new case, to which all related email replies and responses will be added.
Requirements for Email in External CRM
To use this feature, the following are required:
- 8x8 Integration for Microsoft Dynamics v0.3.7: This must either be newly installed, or must be updated from a previous version if the integration is already installed.
- The latest version of the Contact Center App interface, which is available when you install integration v0.3.7.
- A catalog of the changes that you'll see in the improved interface over previous versions are described in this article.
- Installation/update instructions are detailed in our Administrator's Guide.
- Agent usage instructions are detailed in our User's Guide.
Requirements and Limitations
- The integration must be installed by a Microsoft 365 service administrator.
- The required licensing level for Microsoft Dynamics is Enterprise or higher.
- Currently we support the following Dynamics services:
- Dynamics 365 Sales
- Dynamics 365 Customer Service
- Microsoft Dynamics CRM on-premises installations such as Microsoft Dynamics 365 Customer Engagement are not supported.
- Only PC web browsers are officially supported: Chrome, Firefox, Safari, and Edge
- Use of Google Chrome is highly recommended.
- Single Sign-On (SSO):
- SSO is supported as of January 2023, although automatic login is not.
- SSO requires configuration between Microsoft Azure and 8x8 Admin Console.
- The integration can only be launched in a floating window.
- Supported Microsoft Dynamics objects:
- Account
- Contact
- Lead (default is Off, must be enabled by agent)
- Case (default is Off, must be enabled by agent)
- Activity (used for auto call log generation purposes)
- Automatic prompt for new object creation (Contact, Account, Lead) is not supported.
- Sandbox environment is supported. There is no specific configuration required for sandbox. However, according to Microsoft you must select Enable Dynamics 365 apps at the time of database provisioning, or you will receive an error when attempting to install applications such as the 8x8 integration. Please see this Microsoft article for details.
Note: Microsoft Dynamics Professional licensing is currently not supported. However, we are working to implement compatibility for this licensing level. At this time there is no ETA.
Documentation
Please see the following online guides for installation and use instructions:
- 8x8 Integration for Microsoft Dynamics for Administrators (Supports both 8x8 Contact Center and/or 8x8 Work)
- 8x8 Contact Center for Microsoft Dynamics for Agents
- 8x8 Work for Microsoft Dynamics: Agent Guide