Dependencies

• A SharePoint Online or SharePoint on-premises environment.

• SharePoint app registration. This is only necessary if the ClientId and ClientSecret settings are used for authentication instead of UserName and Password. For more information, see SharePoint authentication.

Follow the instructions below to install the CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. Service for SharePoint.

Deploy package

1. Unzip the CRM Service package from the Bundle A bundle is a fixed combination of our software platform elements of very specific versions. These are designed and tested to optimally work together to assure their intended function and interoperability. 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 SharePoint package

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

   Copy

   Default path

   C:\inetpub\wwwroot\CrmService\Plugins

Activate plugin

1. Open the CrmConfiguration.yaml

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   Default path

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

2. Change the description to:

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   CrmConfiguration.yaml

   # Plugin
   description: SharePoint

3. Change the useSharePoint to:

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   CrmConfiguration.yaml

   # Use SharePoint to get configuration
   useSharePoint: true

Add Endpoint

1. Open the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. Config page on SharePoint

2. Open the Plugin Settings list

3. Add CRMService settings endpoint to ListsPlugin ListsEndpoints

Add WebAgentService URL

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

Add PluginSettings

1. Open the UCC Config page on SharePoint

2. Open the Plugin Settings list

3. Add the following settings

<View>
   <Query>
      <Where/>
   </Query>
   <ViewFields />
   <RowLimit>100</RowLimit>
</View>

For additional or optional configuration parameters see Additional configuration CRM Service for SharePoint

SharePoint authentication

CRM Service for SharePoint can use login credentials or app-only access, depending on the SharePoint environment and authentication requirements.

• Using login credentials

  • Use this option for SharePoint on-premises environments.

  • If login credentials are used, only the UserName and Password fields are mandatory credentials.

  • Encrypt the password value and store the encrypted value in the Password field in PluginSettings.

  • AnywhereNow allows encryption using the AnywhereNow.PWTool.exe.

  • The configured user account must have enough permissions to add and modify the Contacts and Cases lists. If the user account does not have enough permissions, this is logged in the CRM Service log.

  • The ClientId and ClientSecret parameters are optional.

• App-only access

  • If this option is selected, CRM Service needs a SharePoint app registration to access the SharePoint environment.

  • The ClientId and ClientSecret settings use the older SharePoint App-Only model based on Azure Access Control Services (ACS ACS commonly known as the acronym for Azure Communication Services, Microsoft's multichannel communication API in Azure for voice, video, chat, text messaging/SMS, email, and more to applications. Not te be confused with Azure Access Control Services (AACS) a deprecating authentication service of Microsoft, also sometimes abbreviated to ACS.). For more information, see Grant access using SharePoint App-Only | Microsoft Learn.

  • Encrypt both the ClientId and ClientSecret values using the password tool (AnywhereNow.PWTool.exe).

  • The app must have enough permissions to access the SharePoint lists.

    For more information, see Add-in permissions in SharePoint | Microsoft Learn.

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    XML

    <AppPermissionRequests AllowAppOnlyPolicy="true">
    <AppPermissionRequest Scope="http://sharepoint/content/sitecollection/web/list" Right="FullControl"/> </AppPermissionRequests>

  • The UserName and Password parameters are optional.