Configure the connector for any CRM solution

  • Article

The Microsoft Contact Center—Power Automate solution for any CRM connector allows organizations to engage with their customers using capabilities such as voice, video, SMS, live chat, and social messaging from their third-party CRM solutions. You can use Power Automate data connectors to sync the contacts and accounts data from the CRM solution into Dataverse.

Prerequisites

  • A CRM instance
  • License for Dynamics 365 Contact Center that includes the Power Automate and Power Apps subscriptions.
  • Power Platform System administrator permissions.
  • Basic understanding of how to use Power Automate flows or Power Apps.
  • Ensure that the Power Apps and Power Automate environments are the same.
  • The msdyn_ContactCenterCRMConnector connector is available in the Power Apps environment and the Account and Contact tables have the following columns:
    • Source CRM
    • Source CRM ID
    • Source CRM URL

Copy data

You can copy data from your CRM instance to Dataverse in one of the following ways:

  • Initial sync: Copy data from CRM to Dataverse through manual triggers. We recommend that you use pagination as Power Automate connectors have a limit on the number of records that can be fetched at a time.
  • Incremental sync: Copy data through automated triggers.

Import Power Automate flows to sync Account and Contact records

Perform the steps outlined in the sections that follow.

Add a Dataverse connector

  1. Follow the steps in Add a connection to add a Dataverse connection, and then select Create.
  2. In the pop-up window that appears, select your account. A connection is created.

You can establish a connection to your CRM instance using the following methods.

Add any CRM connector

Add a connector in one of the following ways:

Power Automate

  1. To find and add the CRM connector, follow the steps in Add a connection.
  2. Specify the required information. A connection is created.

Add a connector using API calls

  1. Create a new flow in Power Automate.
  2. Add the HTTP action and specify the required parameters such as the URL, method, and headers. In Parameters > Authentication set the Authentication Type to Basic and specify the Username and Password.

Your HTTP action can send and receive JSON requests and responses.

Add a connector using webhooks

Set up webhooks in your CRM to facilitate incremental data synchronization. Webhooks trigger notifications upon the creation, update, or deletion of a record.

To create webhooks, ensure you have the HTTP endpoint for the Power Automate flow. Perform the following steps to get the endpoint in Power Automate:

  1. Select the required flow and then select Edit.
  2. Select Manual in the flow, and then copy the HTTP URL. Repeat the steps for the organization and user flows for all the create, update, and delete operations.

You can use this URL as the webhook endpoint in your CRM.

Add a connector using Business rules

You can use trigger notifications when a record is created, updated, and deleted. You must use the Customer Service plugin to trigger these notifications. You must create the script in the following order:

  1. Create REST Message
  2. Create Business Rule

For more information, see Configure incremental data sync.

Use Apex triggers

Use Apex triggers. Make sure that your CRM instance has the required privileges to create the triggers.

Run the Power Automate Flow

In Power Automate, select the required flow, and then select Run.

Note

The create, update, and delete events automatically trigger the flows.

Configure a connector for ServiceNow