Microsoft Dynamics 365

Dynamics 365 CRM, when integrated with Smartflo, enables your support team to enhance their productivity with its better call handling and CRM experience. With a feature set of several productive measures to manage your call-related activities inside CRM, Dynamics 365 CRM for Smartflo aces your business’s productivity.

Follow the steps below to integrate Smartflo with Dynamics 365.

1. Login to your Smartflo account.

2. Click on Integrations under the Services tab.

3. Move over to the Dynamics 365 integration and click on Enable.

4. Once enabled, click on More Details.

5. Enable the CRM.

6. Select the User for Integration, Integration Type, and Domain, and click on Save.

Please note that the domain is the same as the Dynamics 365 URL. For instance, if your Dynamics URL is https://org484360x2.crm.dynamics.com/main.aspx?appid=XxX77c49-9162-xx11-9562-000x3a3010ea&pagetype=dashboard&id=d201a642 then the domain would be: https://org484360x2.crm.dynamics.com.

7. Now, toggle to Steps and scroll down. Admin will see two domains we will use to create a Channel provider.

8. Next, Admin has to sign in Dynamics 365 account. Go to settings by clicking the cog icon on the top right corner. Click on Advanced Settings to install the channel integration framework.

9. Select the Settings drop-down and click on Microsoft AppSource.

10. Search for Channel Integration Framework and select the Dynamics 365 Channel Integration Framework App.

11. Click on Get it Now to install the App.

12. Once the App is installed successfully, Admin can see it in their Published Apps section.

13. Select Channel Integration Framework and select New to add a new provider.

14. On the New Channel Provider page, specify the details. Here Admin has to mention the Trusted domain and channel URL generated while enabling integration from Step 7.

14. Select the desired Roles and Interface Apps. Click on Save.

Currently, Unified Interface Apps are applicable for the Customer Service Hub and the Sales Hub.

15. Once Admin hits Save, all the members in Admin's hierarchy will have this app installed.

From the Agent end: Once the admin performs the above procedure, the agent needs to perform the below mandatory steps to use the integrated App.

1. Login to your Smartflo account.

2. Click on Integrations under the Services tab.

3. Go to Dynamics 365 and click on More Details.

4. Click on Steps, scroll down, and click on Authorize Dynamic 365.

5. Click on Authorize.

6. Once agents click Authorize, they will be redirected to Microsoft dynamic page. Enter credentials to confirm.

7. The agent can now see the integrated App by clicking on the puzzle icon. Enter credentials to login into the integrated App.

How to Use The Integration

Dynamics 365 integration provides the below-listed functionalities of Smartflo.

• Click To Call (Outbound Calls)
• Agent Extension
• Call Notes or Call Description
• Call Detail Records
• Call disposition
• Auto-ticketing

While integrating with Freshdesk for a user, it allows you to integrate with Extension or Mobile.

Follow the steps below to start using Freshdesk on Smartflo.

1. Log In to the app.

2. The agent can now see the integrated App by clicking on the puzzle icon. Enter credentials to login into the integrated App.

The agent can now use the Application. They can make any call and can check Call History and contacts.

3. To use the Click to Call functionality, Click on the Dialpad icon in the bottom pane. Dial the number of your choice.

4. Agents can dial contacts manually, as well as they can click on Contacts to check saved ones.

5. Agents can also make logs while on a call. The agent can add Call Notes or Call Description when the call is answered.

6. Once the Agent disconnects a call, they will see a dialog box with two options Cancel and Save. They can save or cancel Call Details according to their need.

7. The agent can also save or change a description later by hovering on the call icon.

8. You can view the call details records once the call has ended.

9. The agent can add any contact by clicking on the + icon.