Microsoft Dynamics Integration
  • 26 Feb 2024
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Microsoft Dynamics Integration

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Article Summary

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Overview

The Dynamics 365/CommBox integration combines the business resources management tools of Dynamics with the communication capabilities of CommBox. With this integration, CommBox is embedded into the CRM Dashboard to provide seamless access to communicating with customers while viewing the CRM data.
The integration process involves setting CommBox as a recognized channel within the CRM, accessing and copying security keys, and configuring both platforms. Proper admin credentials for both platforms are required, and once the general settings are activated, admins need to activate the integration on each CommBox communication channel separately.

Steps for the CommBox / Dynamics 365 integration:

  1. Verify you have a fully functional Dynamics 365 environment.
  2. Configure the Channel Integration Framework (CIF) to have CommBox as an iFrame.
  3. Access the secret needed for the integration.
  4. Configure the CommBox module.
  5. Advanced Configuration of Dynamics (Optional):
  • Adding Case Title and Origin in Dynamics



At the Dynamics 365 Platform

Verify you have a fully functional Dynamics 365 environment and install the Channel Integration Framework (CIF).

  1. At the Dynamics 365 platform, navigate to Settings > Customization > Dynamics Marketplace, and open the Microsoft AppSource.

  2. In the search box, enter Channel Integration Framework, and once the application solution appears, select GET IT NOW.

  3. In the One more thing window, select Continue.

  4. Read and select the check box to agree to the following:

    • Microsoft's Legal Terms and Privacy Statement.
    • Privacy Statement and Legal Terms for importing the solution into Dynamics 365.
  5. Select Agree.
    The Dynamics 365 Channel Integration Framework application (solution) importing happens in the background.

Configure the Channel Integration Framework (CIF)

  1. At the Dynamics 365 platform, search for and select Channel Integration Framework, or use the following link: https://quiz1.crm4.dynamics.com/apps
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  2. Select the +New tab at the top to create a new Channel Integration Framework v1.0 Provider record.
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  3. Configure the new CIF record for Commbox (See the screenshot below as an example).

    1. At the left pane, enter CommBox for both the Name and the Label fields.
    2. Enter your CommBox brand URL in both the Channel URL and the Trusted Domain fields.
    3. At the center pane, select the Microsoft Apps that run in Dynamics 365, which will now have an active CommBox iFrame.
      Click on the App Launcher (the button at the left of the Dynamic emblem at the top) to open a list of all applications.
    4. At the right pane, select the Organizational Roles that will have access to this integration.
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  4. Click Save & Close at the top.

  5. To verify that the CommBox Manage Window appears on the right, click on the Channel Integration Framework link (to the right of the Dynamics logo) and select one of the apps listed earlier in the center pane. Make sure you have one of the permission roles listed on the right pane.

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Accessing App ID and Secret

  1. In the Microsoft Entra Admin Center, navigate to App. registration.

  2. Select your application and copy the App (client) Id to your device.
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  3. Click your application to see further information.

  4. Select the Certificates and secrets from the menu, and click on the Client Secrets tab.
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  5. Copy the Secret ID value to your device.


At the CommBox Platform

Activation of this integration happens both in the general settings level, as well as direct activation for each communication channel.

General Activation

  1. At the CommBox platform, navigate to Settings > Dynamics 365 integration, and click Install.

  2. Enter your organizational URL with Dynamics 365.

  3. Copy and paste the App ID you obtained into the Azure App ID field.

  4. Copy and paste the Client Secret value into the Azure Client Secret field, and click Save.
    Dynamics CRM Integration - Setting page.png

  5. An instant validation of the credentials will now take place. If the validation fails, a pop up notice will advise that the information entered is incorrect.
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  6. Go back to the Settings page, select the Privacy and Security module from the Settings & Tools section, and click on General.

  7. Enable the iFrame for the agents by switching the toggle on.
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  8. Click Save at the bottom corner of the screen.

Activation of Applicable Communication Channels

  1. At the CommBox console, navigate to Settings, and click a channel that needs to be used with the Dynamics 365 integration.
  2. At the Settings page that opens, select the Dynamics 365 section, activate the integration (toggle to On) all of the desired aspects, and click SAVE at the bottom of the screen.

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  1. Repeat this process for all relevant channels.


Advanced Configuration of Dynamics (optional)

Adding Case Title and Origin in Dynamics

The CommBox integration with Dynamics CRM can include the Case Title with the customer’s name and the Case Origin that includes the communication channel listed in CommBox. This enhancement enables the CRM to better reflect the information found in the CommBox platform, saving the agents the need to cross-reference between the two platforms.

  1. At the Dynamics platform, navigate to Settings > Customizations and select Customize system.
    Dynamics Ticket 1.png

  2. At the left menu bar, navigate to Entities > Case > Fields, and double-click on caseorigincode.
    Dynamics Ticket 2.png

  3. At the new dialog box, navigate to the Option Set field and click Edit next to it.
    Dynamics Ticket 3.png

  4. The default channels are in the Options box. Using the plus sign icon, add to the list of values the different communication channels available in CommBox that are not currently in Dynamics. Make sure the Label and Value correspond to the list below.
    Dynamics Ticket 4.png

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  1. Save and Close at the top of the screen in every open dialog box (should be 2).

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