Install CRM Service for Dynamics 365

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 Dynamics 365 is used to retrieve relevant information about the caller (for both inbound and outbound) during a conversation handled by 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.. 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 Anywhere365 WebAgent.

Note: An additional Anywhere365 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

Azure Application Registration for the authorization process, see: To register a new Azure application
Dynamics 365 application user, see: Creating a Dynamics 365 application user

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

Deploy package

Unzip the Anywhere365 CRM Service package from the Bundle Package
Edit the properties.ps1
- Domain = Domain of the install account
- UserName = Username of the install account
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

Unzip the Dynamics package
Paste the Dynamics folder inside the Plugin folder of the CRM Service:
Copy
Default path
```
C:\inetpub\wwwroot\CrmService\Plugins
```

Activate plugin

Open the CrmConfiguration.yaml

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Default path

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

Change the description to:
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CrmConfiguration.yaml
```
# Plugin
description: Dynamics
```

Change the useSharePoint to:

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CrmConfiguration.yaml

# Use SharePoint to get configuration
useSharePoint: true

Add Endpoint

Open the UCC Config page on SharePoint
Open the Plugin Settings list
Add CRMService settings endpoint to ListsPlugin ListsEndpoints

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

Setting	Value	Scope
ListsEndpoints	http://FQDN FDQN stands for Fully Qualified Domain Name and specifies the exact location in the tree hierarchy of the Domain Name System (DNS). An example for [hostname].[domain].[top level domain] is [www].[microsoft].[com]/webagentservice/api/v1/settings http://FQDN/CrmServiceDynamics/api/v1/settings Note: The CrmService name could be different if a custom name was provided so could be http://fqdn/CrmService or http://fqdn/CrmServiceDynamics Warning: Make sure to configure the setting to the ".local" URL when using multiple services in the same region. If this is not done, you may experience unexpected behavior.	ListsPlugin

Setting

Value

Scope

ListsEndpoints

http://FQDN FDQN stands for Fully Qualified Domain Name and specifies the exact location in the tree hierarchy of the Domain Name System (DNS). An example for [hostname].[domain].[top level domain] is [www].[microsoft].[com]/webagentservice/api/v1/settings

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

Note: The CrmService name could be different if a custom name was provided so could be http://fqdn/CrmService or http://fqdn/CrmServiceDynamics

Warning: Make sure to configure the setting to the ".local" URL when using multiple services in the same region. If this is not done, you may experience unexpected behavior.

ListsPlugin

Add WebAgentService URL

Open the UCC Config page on SharePoint
Open the Plugin Settings list
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 muliple CrmServices are configured. The URL values http://fqdn/CrmService or http://fqdn/CrmServiceDynamics may therefore be different. Warning: Make sure to configure the setting to the ".local" URL when using multiple services in the same region. If this is not done, you may experience unexpected behavior.	WebAgentService

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 muliple CrmServices are configured.
The URL values http://fqdn/CrmService or http://fqdn/CrmServiceDynamics may therefore be different.

Warning: Make sure to configure the setting to the ".local" URL when using multiple services in the same region. If this is not done, you may experience unexpected behavior.

WebAgentService

Add the UCC Plugin ConnectionString Setting

Warning: This CRM service depends on primary settings shared across multiple UCCs, meaning the value should remain consistent across all UCC configurations using it. A primary setting is initiated only during startup of the UCC with the first UCC to publish its settings defining the primary setting for all UCCs sharing this service. If values vary across multiple UCCs this will lead to unpredictable behavior after a restart, so it is extremely important to keep the values consistent and valid.

Open the relevant SharePoint UCC Settings page.
Select Plugin Settings from the UCC Config section.
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

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

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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 Dataverse Dataverse lets you securely store and manage data that's used by business applications. Data within Dataverse is stored within a set of tables. A table is a set of rows (formerly referred to as records) and columns (formerly referred to as fields/attributes). [From: Microsoft Docs] Connectionstrings (underlying Dynamics 365) see: use-connection-strings-xrm-tooling-connect

The EncryptedClientSecret must be generated using the Anywhere365 Password Tool to encrypt the ClientSecret by following the procedure described in Configuring authentication for CRM Service for Dynamics 365.

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