Edition: Enterprise

High-Level Overview

Microsoft Dynamics is a CRM (Customer Relationship Management) tool that focuses on sales and marketing. TeamSupport is not a sales tool and as such our solution does not entail sales force automation, lead generation, sales opportunities or marketing campaigns. We are focused on helping your organization provide the best customer & product support possible. The integration between TeamSupport and Microsoft Dynamics makes it very simple to provide an exceptional customer experience.

How it Works

Here is a simple diagram of how the MS Dynamics CRM integration works:

Additional details regarding the integration:

  • Linking Customer Information:
    • Once you have made a sale, simply change the Customer’s Account/Relationship Type in MS Dynamics to indicate that they are now an active customer.
    • Customers and their Contacts will be added to TeamSupport. Contacts must be associated with a Company in order to be added to TeamSupport.
    • When a Company/Contact is added to TeamSupport from MS Dynamics, we create an “integration link” between the systems for that Account. The integration will only apply to Accounts that have been linked in this way.
  • Initial data “pull”:
    • Mapped fields for new Customers, along with the Contacts associated with those Accounts, will be pulled into TeamSupport automatically on the initial pull.
    • Account Names: Initially, a search will be done to attempt to match the Account Name from MS Dynamics to a record in the TeamSupport database based an existing integration link. If none is found, a search will be done based on a matching account name. If neither an integration link or Account Name match can be found, a new record will be created.
  • Syncing Cases and Tickets (optional):
    • When “Push-out Tickets as Cases” is active, the mapped fields will be sent to MS Dynamics as a Case associated with the corresponding Account on the next sync.
    • “Pull-in Cases as Tickets” works the same way, just in the opposite direction: MS Dynamics Cases and Case Comments are pulled into TeamSupport as Tickets and Actions.
    • If both boxes are checked, the system will keep all mapped fields in sync. For example, if the Ticket Status is updated on the Ticket, it will update the Status on the Case the next time the sync runs (typically between 15-60 minutes). In the event of a conflict, the newest update will win. For example, if the status is updated on a Ticket at 10:00 and the linked Case was updated at 10:05, the next time the sync runs, the new status will be pulled into TeamSupport and the status will be updated.
  • Future Updates to Customers and Contacts:
    • Any changes that are made to these linked Accounts within MS Dynamics will be pulled into TeamSupport on subsequent syncs.
    • After the initial data pull into TeamSupport, the system will keep all Customer/Contact fields in sync. For example, if the Customer Name is updated in TeamSupport, it will update the Customer Name in MS Dynamics, and vise versa, the next time the sync runs (typically between 15-60 minutes). In the event of a conflict, the newest update will win. For example, if the Contact email is updated in MS Dynamics at 10:00 and the linked contact in TeamSupport is also updated at 10:05, the next time the sync runs, the new email will be updated in MS Dynamics.

Setup

Field Definitions

Log into TeamSupport with an account that has Administrator rights and go to Admin->Integration->MS Dynamics.

  • MS Dynamics URL: This is the MS Dynamics app url of the organization, with the api subdomain. E.g. https://yourorganization.api.crm.dynamics.com/
  • MS Dynamics Authentication: This page explains how to setup authentication within MS Dynamics for User Name, Password, Tenant ID, Client ID, and Client Secret.
  • Account Type to Link to TeamSupport: This is a required field. This list of Account Types determines which of your MS Dynamics customers are brought into TeamSupport. It maps to the MS Dynamics field ‘Relationship Type’. When a new Account is updated that matches one of these Account Types, it will be brought in on the next sync. The following are valid entries for this field:
    • One or more Account Types: Note that you can use whatever type you want and can have as many as you want. Just separate them with a comma.
    • NONE: You can also put in the word “NONE” (no quotes) and we will import the Accounts/Contacts that have no Account type defined in your CRM.
    • ALL: If you need to bring over all types of Accounts, you can put in the word “ALL” (no quotes).
  • Pull-In Cases as Tickets: This setting will pull in Cases and Case Notes from MS Dynamics as Tickets and Actions in TeamSupport. See the “How it Works” section above for more information.
  • Push-Out Tickets as Cases: This setting will push out Tickets and Actions from TeamSupport as Cases and Case Comments in MS Dynamics. See the “How it Works” section above for more information.
  • Synchronization Active: When you are ready, enable this option. Syncs typically run every 15-60 minutes.
  • Custom Field Mapping: This is an optional feature that allows you to map fields other than the default fields between Accounts.

Field Mapping

Default Field Mappings

Company
TeamSupport : MS Dynamics

  • “name”: “name”
  • “Address Line1”: “Address 1: Street 1”
  • “Address Line2”: “Address 1: Street 2”
  • “City”: “Address 1: City”
  • “Zip/Code”: “Address 1: ZIP/Postal Code”
  • “State”: “Address 1: State/Province”
  • “Country”: “Address 1: Country/Region”
  • “Fax”: “Fax”
  • “Phone”: “Phone”

Contact
TeamSupport : MS Dynamics

  • “email”: “Email”
  • “First Name”: “First Name”
  • “Last Name”: “Last Name”
  • “Title”: “Job Title”
  • “Phone”: “Business Phone”
  • “Mobile”: “Mobile Phone”
  • “Fax”: “Fax”

Ticket
TeamSupport : MS Dynamics

  • “Name”: “Title”
  • “Description (action#1)”: “Description”
  • “Ticket Type”: “Type”
  • “Ticket Status”: “Status”
  • “Severity”: “Priority”

Custom Field Mappings (Optional)

If you have Custom Fields on Accounts, Contacts, and Cases in your MS Dynamics account, you can create those same Custom Fields for Customers, Contacts, and Tickets in your TeamSupport account.

To add a Custom Mapping, first choose a Mapping Type: Account, Contact, or Ticket. Based on your selection, the available TeamSupport fields will be displayed in a drop down menu. Please note that Standard and Custom Fields are displayed in this list. Next, type in the MS Dynamics API field name.

Finally, click the “Add mapping” button. Your map will be displayed in the appropriate category.

A common field to map for Accounts and Contacts is called “IsActive”, which can be found under custom mappings. By mapping this field to your MS Dynamics field, you can automatically mark Accounts and Contacts as no longer being active.

Synchronization Run Times

The first synchronization will start after 15 minutes. The next cycle will begin no sooner than 15 minutes. The timing of each subsequent cycle depends on it’s place in the queue, which is affected by the number of other items that require processing. Typically the timing of the cycles range from 15 – 60 minutes.

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