How can we help?

Table of Contents

• Requirements
• Overview
• Implementation - Microsoft side
  • Solution Package Installation
  • Configure Channel Integration Framework
  • Creating an App in your Azure account
  • Add a CRM Application User
  • Configuring "Regional Cloud"
  • Configuring "Relate to"
  • Configuring "Single UI"
  • Configuring “Contact fields to sync”
• Implementation - Talkdesk side
  • Setting up your Talkdesk account

Requirements

To fully install and configure the Microsoft Dynamics 365 connector, you will need to gather some data from the Microsoft Dynamics platform. The following list tells you the requirements:

• Information about the Microsoft tenant:
  • Account name.
  • Tenant ID.
  • Dynamics 365 URL.
• To connect Talkdesk Connector to Dynamics 365, you need to register an app in Azure Active Directory. For this, you need:
  • Client ID.
  • Client secret.
• When registering the app, grant it access to Dynamics CRM data.
• On the Microsoft Dynamics 365 side, configure the new app with a Security role. This will let you determine what information and data the external application has access to.
• Finally, configure an S2S user in Dynamics 365 with a Security Role.

This information is necessary for the Talkdesk Connector to establish a connection to the correct Dynamics 365 instance.

Overview

The following steps are required to finish installing and activating the Microsoft Dynamics 365 Integrations:

1. Install the T4D365 solution.
2. Go to the T4D365 configuration page.
3. Configure the Channel Integration Framework (required for Talkdesk Embedded).
   1. Steps to configure CIF 1.0
   2. Steps to configure CIF 2.0
4. Create an app in your Azure account. By the end of this step, you will have:
   1. A new app registered in the Azure Active Directory
   2. The corresponding client ID and client secret.
   3. The tenant ID.
   4. The app, with API permissions to Dynamics CRM.

Add a CRM Application User, after which you will have a server-to-server (S2S) app configured inside Dynamics 365 with a Security role to access the necessary data (required for Talkdesk Embedded).

For the final step, set up your Talkdesk account. This will leave you with:

The Dynamics 365 Connector is installed in the Talkdesk account.

The Dynamics 365 Connector is configured successfully.

 

Implementation - Microsoft side

Installing the Channel Integration Framework

Talkdesk for Microsoft Dynamics 365 CTI requires you to install the Dynamics 365 Channel Integration Framework.  Please refer to Get Dynamics 365 Channel Integration Framework 1.0 to learn how.

Solution Package Installation

Notes: 

• Starting with Talkdesk Connector for Microsoft Dynamics 365 version 3.3.2, the package can be installed directly in Microsoft AppSource 
• Talkdesk Connector for Microsoft Dynamics 365 is available in all regions

1. Go to Microsoft AppSource and search for “Talkdesk connector for Microsoft Dynamics 365”.

2. Select “Get it now”. This action will take you to your Power Platform Admin Center.

3. Select the environment to install the package and select “Install”.

Configure Channel Integration Framework

Talkdesk Microsoft Dynamics 365 Connector supports CIF 1.0 and CIF 2.0. 

Note: Check Microsoft’s documentation to understand the differences between both versions and the use cases and applications supported by each version

Steps to configure CIF 1.0

 Access your Dynamics 365 instance to configure the Channel Integration Framework 1.0 by following the steps below.

1. Open the Channel Integration Framework app
2. Fill out the “Channel Provider Configuration” form [1] with the required information
3. In “Select Unified Interface Apps for the Channel“ [2] choose the list of Unified Interface Apps where the channel is displayed for the agents.
4. In “Select the Roles for the Channel“ [3], you can choose the security roles that are present in Dynamics 365.
   Note: You must select one or more security profiles for the channel to be shown to users and agents.

5. If everything is correctly configured, you will see the login form on the right-hand side of the screen. This means that the CTI is enabled on your account, and you simply need to enter your Talkdesk account name to log in [4].

Channel Provider Configuration

Note: For full details on each field, please check Microsoft’s documentation on How to configure a channel provider for your Dynamics 365 organization.

Steps to configure CIF 2.0

Requirements: 

• Support for CIF 2.0 requires upgrading to version 3.2.5 or higher of the Talkdesk Microsoft D365 Connector
• It is required to have Customer Service apps installed on your Microsoft instance

Access your Dynamics 365 instance to configure the Channel Integration Framework 2.0 by following the steps below.

1. Open the Customer Service Admin Center [1]

2. Select Workspaces [2]. On Session Templates, click Manage [3]

3. Make sure the “Talkdesk” session template is installed and validate that:
   1. Anchor tab is set to “Talkdesk Live” [4]
   2. Additional tabs configured include “Talkdesk Activities” and “Talkdesk Activity Steps” [5]

Note: this should be the default configuration available when installing Talkdesk for Microsoft Dynamics 365 Connector versions 3.2.5 or higher

4. Go back to Workspaces [6] and, on Agent Experience Profile, select Manage [7] 
5. Open the “Talkdesk Profile”

6. In the Users section [8] make sure to add all the Microsoft users that are entitled to use CTI capabilities in Customer Service Workspace (this is, active CTI session, access to Talkdesk Embedded, Click-to-call, and Relate To features). To configure the users, click on Edit [9]

Notes: 

• The users included in this list must be synced with Talkdesk through the agent sync process to take full advantage of CTI capabilities
• The users included in this list must have the correct roles assigned in Microsoft to access Customer Service Workspace (for more details, please consult Microsoft’s documentation)

7. In the Channel providers section, select “Talkdesk Provider” [10]

8. Ensure the following configuration on the “Channel URL [11]” and “Trusted Domain” [12] fields:

9. Click Save & Close [13]

10. If everything is correctly configured, when opening Customer Service Workspace, you will see a new session “Talkdesk” [14].  Log in to your Talkdesk account on Talkdesk Embedded that is on the left side of the screen [15] to start using CTI capabilities. 

Note: refer to the next steps in this article to finish all required configurations for Talkdesk Embedded

Creating an App in your Azure account

To get started, you need to create an App in Azure and have access to MS Dynamics 365, so that Talkdesk has the required access to synchronize data.

Note: The following steps should be executed by an Admin user in your organization. They are based on Microsoft's steps to register an app.

1. Log in to portal.azure.com using the Office 365 administrator user of your Dynamics CRM subscription.

2. In Azure Active Directory, go to App registrations [1] and add a new application registration by clicking on New registration [2].

3. On the “Register an application” page, enter your application's registration information:
   • “Name”: Enter a meaningful application name to be displayed to users of the app.
   • “Supported account types”: Select which accounts you would like your application to support. Choose “Accounts in this organizational directory only”.
   • Click Register [3] to finish the registration process.

4. Right after the registration, the new app is presented to you. Go to Certificates & secrets [4].
5. Add a new client secret by clicking on New client secret [5]. Then, enter a description and expiration, and click the Add button.

6. A secret value is created, which the application uses to provide its identity. Save the value in a safe location, as this is the only time it is displayed.

7. Go to Overview [6], and locate the “Application (client) ID” and the “Directory (tenant) ID”. Save these for future reference.

8. Go to API permissions [7] and click Add a permission [8].

9. Select Dynamics CRM [9].

10. Select Delegated permissions [10], followed by user_impersonation [11], and click on Add permissions [12].

Add a CRM Application User

Note: An Admin user in your organization should execute the following steps. They are based on Microsoft's documentation on creating users and assigning security roles, and creating an Application User.

1. Go to the Power Platform Admin Center: https://admin.powerplatform.microsoft.com/environments.

2. Navigate to Environments.

3. Choose the environment that you wish to configure.

4. Under “Access” on the right-side menu, select S2S Apps.

5. Click on New app user [1].

6. Create a new app user.
   1. Click on Add an app.
      • Choose the app that you have registered in the Azure portal.
   2. Select your “Business unit”.
   3. Set the “Security role” to Talkdesk Integration User.
   4. Click the Create button.
7. Now that the S2S is created, you can go to the newly created Application user and save the Email Address for later configuration.

Security Roles: The Talkdesk solution T4D365 includes security roles that are carefully controlled and have minimal required access. If the solution is available to you, our advice is to use it so that any future solution version update also updates the security roles.

Configuring “Regional Cloud”

Your Talkdesk account defines the regional cloud. To configure it in T4D365, do the following:

1. Fill out the form by setting your “Talkdesk account name” [1] and, in the dropdown [2], select the regional cloud where your Talkdesk instance is based.
2. Click Save.

Configuring “Relate to”

“Relate To” enables agents to select existing cases or opportunities in Dynamics 365 and relate them to a call during after-call work.
You can choose whether you want to have cases, opportunities, or both available for the agent to relate the call to. “Relate To” will show the 20 most recent open cases or opportunities. To configure this field, tick the option you want from the “Relate To entities” menu [3].

Configuring “Single UI”

For “Single UI”, choose from three options:

1. “CTI Connection only”: Making Talkdesk run in a separate window.
2. “Conversations only”: Making the Talkdesk Conversations app run as a single app in the frame, giving the single pane of glass view inside Microsoft Dynamics 365.
3. “Talkdesk Workspace”: The full experience of Talkdesk Workspace embedded into your Microsoft Dynamics 365 application.

You can only have one of the options selected.

Configuring “Contact fields to sync”

To configure contact synchronization, you need to select the “contact fields to sync” in the drop-down menu. With this, you’re choosing which Dynamics contacts are synced with your Talkdesk account.

Implementation - Talkdesk side

Setting up your Talkdesk account

For the CTI integration to work, you need to have the Dynamics 365 integration added and correctly configured in your Talkdesk account.

Note: If you are in Talkdesk Workspace, you can access the integration and all features described below by navigating to the Talkdesk Builder app. For more information, please refer to this article.

1. Log in to your Talkdesk account as an Administrator.
2. Open the Builder section [1].
3. Select the Integrations [2] tab and click Add Integration [3].
4. Search for “Dynamics 365”.

5. Click on Add Integration [4]. This will take you to the configuration for Dynamics 365.
   
   
    
6. Fill out the form with your Dynamics 365 credentials and select the appropriate boxes to customize the configuration of this integration:

Dynamics 365 Connector configuration

1. Once all the fields are filled in, click Save [5] in the bottom right corner of the page.
2. Step required only if you are using Talkdesk CTI within your Dynamics 365 integration: go to the Agents tab, select the applicable agents, and set the Client Integration to Dynamics 365. For more details, please refer to this article, section Assigning Client Integrations per Agent.

Note: To enable the integration, customers should contact Talkdesk Support to request enablement in their account and share the T4D365 solution.

If you have any questions or would like any assistance, do not hesitate to contact Talkdesk Customer Care.