Microsoft Dynamics 365 Integration

Why do you need to integrate?

• Take advantage of both systems without requiring additional work for staff to manage two systems.
• Allow your Microsoft Dynamics 365 data and reports to grow in value being fed more data from INSIDE.
• Make Microsoft Dynamics data accessible to your Support/Service Team using INSIDE.
• Visitor data submitted through INSIDE can feed directly to Microsoft Dynamics 365, creating a vast resource to report on and guide the business forward.

When Microsoft Dynamics 365 is connected with INSIDE:

• INSIDE Operators can see and add a new Microsoft Dynamics 365 Cases, and/or Contacts directly within INSIDE. They can also edit existing Cases or make additional comments on Cases.
• INSIDE can automatically create Contacts and Cases at the start of a Chat or from the Offline Message feature.
• INSIDE can automatically import the Knowledge Base Articles to be used as saved responses.

How integration benefits a company’s customer

• Pairing INSIDE with Microsoft Dynamics 365 makes all of a Website Visitor's information readily available to the Customer Service team. From a personalized greeting to commence, a conversation regarding a recent order can be resolved efficiently and frustration-free for the Visitor.
• Integration allows for greater quality of continuity of service - from commencing a Conversation in INSIDE, creating a Contact in Microsoft Dynamics 365, opening a Case, and following it through to a resolution - while not something a Visitor will be aware of, a more seamless process ensures a more reliable, faster outcome for the Visitor.

Features

• Generate Microsoft Dynamics 365 Contacts/Cases automatically from INSIDE Offline Messages
• Generate Microsoft Dynamics 365 Contacts automatically from INSIDE Pre-Chat Surveys
• Ability to see an INSIDE Visitor's Cases in Dynamics 365 if the Visitor email contact details in INSIDE match a Contact in Microsoft Dynamics 365
• Edit and Close a Microsoft Dynamics 365 Visitor's Case and Contact details directly within INSIDE
• Create a new Microsoft Dynamics 365 Case directly within INSIDE
• Add comments to a Microsoft Dynamics 365 Visitor's existing Case
• Customize the Microsoft Dynamics 365 Case/Contact fields that an Operator can populate and view
• Direct Links in INSIDE to open Contacts and Cases directly in Microsoft Dynamics 365
• Search across any Cases regardless of the Visitor, directly in INSIDE
• Unlink an INSIDE Visitor from a mapped Microsoft Dynamics 365 Contact
• Link a Visitor to a Microsoft Dynamics 365 Contact using a Lookup Search Tool in INSIDE
• Save all INSIDE Visitor Conversations (i.e. Chat) to a custom Microsoft Dynamics 365 Activity Table (InsideConversation)
• Automatically map a Microsoft Dynamics 365 User identified by any unique identifier like Dynamics Contact ID to an INSIDE visitor by passing it via front-end integration from the website HTML
• Ability to use Microsoft Dynamics 365 knowledged base articles as saved responses in INSIDE