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Automating Tasks in your Microsoft Dynamics Integration

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With automated tasks, your agents can stay busy handling calls without having to go back and forth updating two systems with redundant information.

You can create the following rules (and more) to keep your agents' busy work to a minimum:

  • When a new contact calls, create a contact in Microsoft Dynamics
  • When an outbound call ends in Talkdesk, log a call in Microsoft Dynamics
  • When a contact is updated in Talkdesk, update the contact in Microsoft Dynamics
  • When an outbound call disposition code is set, create a lead in Microsoft Dynamics

These automated tasks will help to streamline customer interactions and enhance the quality of service your team provides to customers.

To configure an automated task, please follow these steps:

Microsoft_Dynamics_automated_task_1-3.png

  • Log in to your Talkdesk account as an Administrator.
  • Select the 'Admin' section [1].
  • Select the 'Integrations' [2] tab
  • Click on the Microsoft Dynamics 'Settings' button.
  • Click on 'Add your first automated task for Microsoft Dynamics’ [3]. Or, 'Add New Automated Task' if this is not the first automated task.
  • Customize the automated task according to your needs.
  • Click 'Save'.

Example:

Let’s walk through an example of creating the automated task: "When an outbound call disposition code is set then Push lead information to Microsoft Dynamics CRM".

Select the event "When an outbound call disposition code [4] is set in Talkdesk then push lead [5] in Microsoft Dynamics." Talkdesk will then automatically create a lead contact in Microsoft Dynamics each time an outbound call disposition is set.

Screen_Shot_2017-07-13_at_10.56.23.png 

You can customize the details to be sent to Microsoft Dynamics by dragging the relevant fields into the text boxes, such as:

Microsoft_Dynamics_automated_task.pngFirst name:

{{contact_phone_number}}

Drag the "Caller's number" trigger field [6]

Last name:

{{contact_phone_number}}

Drag the "Caller's number" trigger field [6]

Description:

{{call_disposition}}

Drag the "Call disposition" trigger field [7]

 

Once finished, click 'Save' [8] to activate the automated task.

You can disable and re-enable this trigger at any time by switching the toggle to 'OFF' / 'ON' [9].

 

 

 

 

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