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If enabled for your account, you can use When you configure a Data Connector applet to create a Microsoft Dynamics 365 record. The Data Connector record in a CRM system, the applet creates the record when VCC routes an interaction through the appletit. For information about the Data Connector applet, see Data Connector applet.
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The CRM user that VCC uses to connect to the CRM system must have permission to view the required objects' fields and their data in the CRM system. Only objects and fields to which the user has access appear in the relevant sections in the Data Connector applet. |
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| You can also use the Data Connector applet to retrieve data from and update an existing Dynamics 365 record in a CRM system. For information about using the Data Connector applet to retrieve data from or update a Dynamics 365 record in a CRM system, see Retrieving data from an integrated and linked CRM system or Updating a record in an integrated and linked CRM system. |
To configure a Data Connector applet to create a Dynamics 365 record in a CRM system, perform the following steps:
- Create a Data Connector applet. For information about creating an applet, see Creating an applet. A new Data Connector applet appears.
In Interface in the Interface section, click MS Dynamics. The Action section appears.click the CRM system you want to retrieve data from.
Optionally select the applet that Vonage Contact Center VCC routes the call to if the interface fails in the Interface Failurefailure list.
Info title Interface failure An interface failure occurs when the request does not receive a response or receives an error from Dynamics 365the CRM system. A timeout, DNS lookup failure, incorrect or expired password or HTTP error status code, for example, might cause an interface failure. In the Action section:
if you have only one action enabled for your account, Action is pre-selected with the applicable Create CRM Data action. The Create record section also appears. Go to step 5.
if you have more than one action enabled for your account, in the Action list,
click the Create CRM Data. The Create record section appears.
Provide the following information in the fields in the Create MS Dynamics Recordrecord section:
Section Field Description Object The Object list contains the available Dynamics 365 objects in the CRM system. Click the object you want to create. The Add Fieldfield list appears. Add Fieldfield The Add Fieldfield list contains the fields available on the selected object. Click the field you want to populate. The Fields to Populatepopulate section appears. Use Add Fieldfield to add and populate as many fields on the selected Dynamics 365 object as you want.
Info You must populate fields that are required by the Dynamics 365 object in the CRM system. Fields to Populatepopulate Field Namename Contains the selected field. Use the Source field to identify the source of the data for this field. Source The source of the data. Click the data source that contains the data for the field. Click Remove to remove any fields you no longer want.
- In the Successful Actionaction list click the applet that Vonage Contact Center routes the call to next.
To save your changes, click Update.
Note When you click update Update, Vonage Contact Center validates the information you have provided in the Create MS Dynamics Recordrecord section. You must populate fields that are required by the Dynamics 365 object in the CRM system. If you do not, an error or errors appear at the top of the applet page. Correct the errors before clicking Update again.
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