The Dynamics 365 integration reads your accounts, contacts, leads and opportunities into Four/Four so conversations and insights link to them. An optional Customer Service connection adds cases and customer service transcripts. The integration is read-only: Four/Four does not create or change records in Dynamics and does not log recorded conversations back as activities. Logging back to the CRM is available for Salesforce, HubSpot and Planhat.
What is imported
After connecting, Four/Four imports your data and then checks Dynamics for changes about every five minutes. Records you delete in Dynamics are removed from Four/Four. There is no field mapping to configure.
Accounts, Contacts, Leads and Opportunities
Opportunity stage history (from the Dynamics audit history) and Opportunity products
Products and Price list items
Currencies
Users (disabled users are removed)
With Customer Service: Cases, case notes, case emails, and Omnichannel conversation and live chat transcripts
Cases and their notes, emails and transcripts are imported for roughly the last 90 days when you first connect, and new ones arrive after that. Four/Four only sees records the connecting user's security role can read, so use a Dynamics administrator or an integration user with read access to the tables you need.
Connect Dynamics 365
You need a Dynamics 365 administrator (or a user who can approve API access) to sign in, and your instance URL, usually in the form https://yourcompany.crm.dynamics.com. You can copy it from the address bar when signed in to Dynamics.
In Four/Four, go to Settings > Connections.
Under Customer relationship management, find Dynamics 365 and click Connect.
In the Connecting Dynamics window, enter your instance address in Endpoint and click Connect. The address must end in .dynamics.com (regional addresses such as yourcompany.crm4.dynamics.com are fine). Anything after the host name, such as a path, is ignored.
Sign in to Microsoft with a Dynamics administrator account and approve access.
You are returned to Four/Four. The card shows Syncing... and then Connected when the first import is complete.
To add a second instance, use the plus button next to the card; each connection has its own settings. To disconnect, click Disconnect on the card.
Customer Service
Dynamics 365 Customer Service must be in use in your instance. In Settings > Connections, under Service management, find Dynamics 365 Customer Service and click Connect. If Dynamics 365 is not connected yet, you are first asked for the instance address and taken through the Microsoft sign-in.
Custom filters
Custom filters let you filter insights by any of your own Dynamics fields.
On the Dynamics 365 card, click Settings (the cog). It appears once the card is Connected or Syncing....
Under Custom filters, click Add custom filter.
Choose the Record type, the Field, the Field type (Picklist, Multi-picklist, Numeric, Text search, Date range, Boolean or User) and a Name.
Click Save.
A saved filter cannot be edited. Delete it with the bin icon and create a new one.
Troubleshooting
Authentication failed. Four/Four can no longer use the connection, for example because the connecting user lost access or the instance address changed. Click Disconnect, then Connect, enter the endpoint and sign in again.
"The provided endpoint is not a valid Dynamics endpoint." The address must be a .dynamics.com address.
Syncing... for a long time. The first import of a large instance takes time. Contact support if it does not complete after a few hours.
Authentication error banner on the Connections page. Microsoft rejected the sign-in or the account cannot use the Dynamics API. Try again with an administrator account.
Records are missing. The connecting user's security role cannot read them.
Permissions
Connecting and disconnecting Dynamics 365 in Four/Four needs the Manage connections permission. Without it, you cannot connect or disconnect the integration.