Install CRM Service for Dynamics 365

The Service for Dynamics 365 is used to retrieve relevant information about the caller (for both inbound and outbound) during a conversation handled by the . 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 Dialogue Cloud WebAgent.

Note

An additional Dialogue Cloud WebAgent for Voice or for Omnichannel license is required.

Note

A CRM connector license specific to each data source (Database or CRM backend platform) is required.

Dependencies

Follow the instructions below to install the CRM Service for Dynamics 365.

Deploy package

  1. Unzip the CRM Service package from the Package

  2. Edit the properties.ps1

    • Domain = Domain of the install account

    • UserName = Username of the install account

  3. Run InstallCrmService.ps1 in PowerShell as administrator

(Optional) More than one CRM Service - use the CRM Service variable

Used in file: properties.ps1

$crmservice = "CrmService"

The variable $crmservice allows you to change the name under which the CRM Service will be installed in IIS, as well as it’s folder name in wwwroot.

If you need to have more than one CRM Service on a server or want to make clear which CRM Service is installed you can alter this value to suit your needs. All CRM Services fall under the applicationpool CrmApplicationPool.

Configure Plugin

Deploy plugin

  1. Unzip the Dynamics package

  2. Paste the Dynamics folder inside the Plugin folder of the CRM Service:

    Default path
    C:\inetpub\wwwroot\CrmService\Plugins

Activate plugin

  1. Open the CrmConfiguration.yaml

    Default path
    C:\inetpub\wwwroot\CrmService\CrmConfiguration.yaml

  2. Change the description to:

    CrmConfiguration.yaml
    # Plugin
description: Dynamics

  3. Change the useSharePoint to:

    CrmConfiguration.yaml
    # Use SharePoint to get configuration
useSharePoint: true

Add Endpoint

  1. Open the UCC Config page on SharePoint

  2. Open the Plugin Settings list

  3. Add CRMService settings endpoint to ListsPlugin ListsEndpoints

Note

Add to the existing item and separate with "Enter".

Setting Value Scope
ListsEndpoints

http:///webagentservice/api/v1/settings

http://FQDN/CrmServiceDynamics/api/v1/settings

Note

The CrmService name could be different if a custom name was provided during install so could be http://fqdn/CrmService or http://fqdn/CrmServiceDynamics. We advice to always install this service as http://fqdn/CrmServiceDynamics

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

Add WebAgentService URL

  1. Open the UCC Config page on SharePoint
  2. Open the Plugin Settings list
  3. Add the following setting:
Setting Value Scope
CrmServiceUrl

http://fqdn/CrmServiceDynamics

Note

URL (Value) needs to be accessible from the WebAgentService to this CRM Service.
If on the same server this can be http and a .local address.

Note

The CrmService name may be different if a custom name was provided or if multiple CrmServices are configured.
The URL values http://fqdn/CrmService or http://fqdn/CrmServiceDynamics may therefore be different. We advice to always install this service as http://fqdn/CrmServiceDynamics

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

Add 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.

  1. Open the relevant SharePoint UCC Settings page.

  2. Select Plugin Settings from the UCC Config section.

  3. Add the following setting:

Setting Value Scope
ConnectionString This is the connection string* required for Dynamics 365 authentication. The only mandatory setting that must have a value. CrmService

ApplicationHost

(Optional)

In some cases adding your Dynamics 365 application root URL is necessary to enhance contact and cases retrieval.

(e.g. https://<tenant>.crm4.dynamics.com/)

 CrmService

*The ConnectionString will look something like below format, but variations may work depending on the CRM platform authentication setup by your CRM administrator:

ConnectionString
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 Connectionstrings (underlying Dynamics 365) see: use-connection-strings-xrm-tooling-connect

For additional or optional configuration parameters see Additional configuration CRM Service for Dynamics 365