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If enabled for your account, you can also create and update records in Microsoft Dynamics 365. For information about using the Data Connector to create and update records in Dynamics 365, see Creating a Microsoft Dynamics 365 recordrecord in an integrated and linked CRM system and Updating a Microsoft Dynamics 365 recordrecord in an integrated and linked CRM system.

To use the standard interface to retrieve data from Dynamics 365, perform the following steps:

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When VCC routes an interaction through the Data Connector applet, the created data source or sources are populated with retrieved values.

Data source names

VCC creates data sources using the following naming convention:

Single matches

Each data source is named ObjectName|FieldName where:

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For example, if you specify that you want to retrieve Account ID and Account Name fields from a single account record, VCC creates data sources called account|Account ID and account|Account Name.

Multiple matches

Each data source is named ObjectName|FieldName n where:

• ObjectName is the object you select in the Object list
• n is the index of the record found in Dynamics 365 in two digits, between 1 and the value you specify in Maximum Number to Retrieve
• FieldName is a field you select in the Add Field to Retrieve list

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