Dependencies

• A SharePoint Online Environment.

• SharePoint connected App (Only necessary if the 'Client Id' and 'Client Secret' settings are used for authentication instead of 'User Name' and 'Password') Check this for more details 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 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

   Copy

   Default path

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

2. Change the description to:

   Copy

   CrmConfiguration.yaml

   # Plugin
   description: SharePoint

3. Change the useSharePoint to:

   Copy

   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

There are two ways to access the SharePoint Online environment. Below are the two ways. But SharePoint on-premises environment only supports Using Login Credentials option.

• Using Login Credentials

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

  • It is mandatory to encrypt the password value and store the encrypted value in the Password field in PluginSettings.

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

  • The used user account should have "Edit" rights. The configured user account should have enough rights to add and modify the Contacts and Cases lists. If the user account does not have enough rights, it will be logged in the Crm Service log.

  • "ClientId" and "ClientSecret" parameters are optional.

• App-Only Access

  • If this option is selected, then the Crm Service will need a SharePoint APP to access the SharePoint environment.

  • Please refer the given link to create the APP: Grant access using SharePoint App-Only | Microsoft Learn

  • Both "ClientID" and "ClientSecret" value should be encrypted using the password tool (AnywhereNow.PWTool.exe).

  • The app should be given full rights to access the SharePoint lists.

    For more information please refer: Add-in permissions in SharePoint | Microsoft Learn

    Copy

    XML

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

  • "UserName" and "Password" parameters are optional.