- #Microsoft dynamics integration how to
- #Microsoft dynamics integration install
- #Microsoft dynamics integration upgrade
This Microsoft article titled Register an application with the Microsoft identity platform describes the process to register an application with Microsoft’s identity Platform. This step will enable us to leverage the Microsoft Dynamics Web API to retrieve this information.
In the next section, we’ll go through integrating Twilio with Dynamics to retrieve a customer's Contact Record and Case Number if applicable.īefore we can do that, we need to first register our application with Microsoft’s identity platform. (Optional) Register an Application with Microsoft Identity Platform to enable retrieval of Contact and Case records Note the Flex UI on the right hand side of the screen.ĭon’t worry if it doesn’t look exactly like this just yet, we’ll walk you through the Flex Plugin to customise the view and other details in the Twilio Flex section below. Once the CIF is installed and configured, go to your Dynamics App that you assigned in the step above and you should see something similar to the screenshot below. We have used the Customer Service Hub in this example. Select Unified Interface Apps for the Channel: Assign the required Dynamic Apps where you’d like to make the CIF available.Important fields to note are the following: Once you have the CIF installed we need to configure it for Twilio Flex.
See this guide for instructions to complete this step.
#Microsoft dynamics integration install
The first step is to install the Channel Integration Framework (CIF). We included an example screenshot below to give you an idea of the integrated solution:ĭynamics Setup Install the Channel Integration Frameworkīefore you can complete this step, you’ll need to ensure you have a fully functional Dynamics 365 environment. From here we can deliver the call (interaction) to a Twilio Flex agent within Dynamics. Once this record has been received, we are able to use this information during the rest of the Flow – for example, we can greet the customer by name and inquire if they’re calling about a particular case. The Studio Flow will then execute a number of steps, starting with calling a Twilio Function that passes the Customers Phone number to Dynamics to lookup a record. When a call is placed to your Twilio phone number, we’ll route this call to a Studio Flow. How the Twilio and Microsoft Dynamics integration worksīefore we dive into the setup, let’s walk through how it works. A Microsoft Dynamics 365 – find out more here.A Twilio Flex Project – see this link for more info and to create a Flex project.
#Microsoft dynamics integration upgrade
#Microsoft dynamics integration how to
We’ll also show you how to create a Twilio Flex Plugin to enable screen pop and click-to-call all from within Dynamics 365. We’ll cover the steps required to integrate Twilio Flex with Dynamics 365 by leveraging Microsoft Dynamics 365 Channel Integration Framework, as well as Twilio components including Studio and the Runtime environment. In this tutorial you will learn how to use customer data within Dynamics 365 to provide a contextually relevant conversation during self service and escalations to agents using Dynamics 365 with Twilio Flex. Lots of organizations use CRM applications to store customer information and up to the minute contextual information about a customer’s past engagement with the organization.To provide a better experience when engaging with their customers, organizations should use this information to increase the timeliness and relevance of their conversations. Twilio Flex is an open contact center platform based on web technologies that enable integration with just about any CRM.