Microsoft Dynamics 365 CRM

About APSIS One's Microsoft Dynamics 365 CRM Integration

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"Microsoft Dynamics 365 CRM is a set of intelligent business applications that helps you run your entire business and deliver greater results through predictive, AI-driven insights.”

Read more on Microsoft Dynamics 365 CRM's website.

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The Microsoft Dynamics 365 CRM Integration for APSIS One enables you to utilise all the data from your CRM in any channel connected to your APSIS One account.

This is achieved by mapping data fields in your Microsoft Dynamics 365 CRM account to Profile Attributes and Channel Consent in APSIS One, allowing for unified and synchronised Profile data in your APSIS One account.

There are two features that empower data transfer from Microsoft Dynamics 365 CRM into your APSIS One account: Real-time Sync and Full Sync.

A Real-time sync takes place whenever a contact card is created or updated. This results in a corresponding Profile being updated or created in APSIS One, matching the state of the contact.

A Full sync systematically goes through all contacts in your Microsoft Dynamics account and either creates a new Profile in your APSIS One account, or updates the existing Profile data. We recommended using this feature after setting up your initial mappings, or when you intend to sync new mappings.

What comes after the sync? Syncing your customer data into APSIS One Profiles is great for a comprehensive overview of your platforms... But, without Consent Mapping, you can't communicate with your customers! Make sure to set up the Consent Mapping for both the Email and SMS channels. Read more here...

When a Profile is created in the APSIS One account, it will receive the contact ID as a unique identifier, and Email and SMS consent is updated accordingly. All data is written through Microsoft Dynamics 365 CRM.  

When a new email address is detected in either the Real-time or the Full sync, all consent associated with the old email address will be moved to the new email address.

 


 Summary 

Here's a summary of the process of integrating Microsoft Dynamics 365 with your APSIS One account. Click to jump right to a section in the article for a more detailed run-down. 

You will require both an APSIS Integration User security role and an installation file in order to perform the installation.

1. Install Microsoft Dynamics 365.

2. Enable Microsoft Dynamics 365 with your APSIS One account.

3. Add Sync Conditions to sync Profile data that corresponds with your APSIS One Section.

4. Map APSIS One Attributes with the data from your Microsoft Dynamics 365 CRM account.

5. Map the Consent lists and Topics to your subscriptions.

6. Sync your data!

 


 

Prerequisites

The APSIS One Integration solution only works with Microsoft Dynamics 365 CRM for Sales: No other products from the Microsoft Dynamics 365 CRM family are currently supported.

The APSIS One integration is intended to work with all recent versions of Microsoft Dynamics 365 CRM for Sales, or any version above 9.1.0.0.

The installation does not change any local files and does not require any specific software to be installed on the end-user's system. The only prerequisite is a web browser. To see which browsers are supported please refer to Microsoft's official documentation.

Please note that currently the APSIS One Integration is not intended to work with an on-premises version of Microsoft Dynamics 365 CRM for Sales.

 


 

Solution Overview

APSIS One Configuration Values

Here's a list of all APSIS One values sent to Microsoft Dynamics 365 CRM:

  • Discriminator for the Section on which the integration was installed.
  • Discriminator for the Keyspace created to use with the integration.
  • APSIS One API Client ID.
  • APSIS One API Client Secret.

 

Security Roles

The installation package includes one security role which is required to access the entities related to the APSIS One integration. The name of that security role is APSIS Integration User. and it can be combined with other security roles, including both built-in and custom roles.

This role ensures that users with this role have read-only access to the apsis_authentication and apsis_events entities. 

 

Virtual Entities

Virtual entities to show APSIS data are still under development and the list will be extended as new functions are implemented.

Currently, only the apsis_event entity is implemented, which provides a list of Events shown on the Contact Card. 

To read more, head over to the MSD Developer Guide on Virtual Entities.

 

APSIS Authentication Subsystem

The APSIS authentication subsystem is aimed to provide easy access to APSIS authentication token and consists of the CRMK.APSIS.Authentication plugin, registered automatically during the installation, and the apsis_authentication entity.

During installation, several configuration values holding APSIS credentials are pushed. These allow the subsystems to work as intended.

After the configuration, the authentication subsystem provides the APSIS authentication token. Once expired, it can be renewed.

The authentication subsystem is intended to work only for the purpose of integrating MSD with APSIS One, and not for users to interact with directly.

Get the token information as an output by retrieving the apsis_authentication entity.

 

Keeping the CRM Healthy

Synchronising large amounts of data can slow down your CRM. To relieve the CRM as much as possible, APSIS One has taken the following steps:

Real-time Sync: Microsoft Dynamics only sends the contents of the created or updated cards to APSIS One. To handle this message, APSIS One utilises its integration middle layer to handle the expensive operations related to consents and handling merging

Full Sync: Microsoft Dynamics is not responsible for sending any of the data to APSIS One as a part of a Full Sync. Instead, APSIS One downloads all of the contacts using Microsoft Dynamics' API endpoints for fetching paginated contacts. This puts the least amount of strain on the CRM since it only needs to respond to standard requests. Messages generated as part of a Full Sync are put in the same queue as the Real-time Sync messages, promoting consistency between Microsoft Dynamics 365 CRM and your APSIS One account.

Note that the Real-time Sync API does not accept any messages while contacts are downloaded for a Full Sync. This means that, for a short duration, a queue of messages might build up in the CRM. However, these are sent to APSIS One as soon as the Full Sync is completed.

All messages treated by our integration middle layer are put into a queue and processed over time, this keeps us from losing messages.

The service that processes these messages utilises an exponential backoff to all recipients (in this case, that's CRM environments) that give a response indicating a problem (problems related to network, problems related to high load, lack of response, etc.).

 


 

Installation

To begin the installation, you will need to have a managed Microsoft Dynamics 365 CRM CRM solution file. Contact your APSIS Account Manager to obtain the most recent version of the file.

Note that the APSIS Integration User security role is required to perform the installation.

1. Head over to Microsoft Dynamics' Settings and enter the Solutions section.

2. Click Import.

3. Select the APSIS One solution file and click Next.

 


 

Enable Microsoft Dynamics 365 CRM in APSIS One

 

How to Enable Microsoft Dynamics 365 CRM in APSIS One

1. Head over to Account Settings in APSIS One.

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2. Select a Section and open the Integrations tab.

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3. Locate Microsoft Dynamics 365 CRM CRM and click Connect.

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4. The settings will expand. Click Authorise.

You will be taken to Microsoft Azure's login page.

5. Enter your login credentials and grant permissions to APSIS One to perform the necessary operations in your account. Afterwards, you will be redirected to APSIS One.

6. Select the organisation and CRM environment you would like to work with.

You will be taken back to Microsoft Azure.

7. Allow APSIS One to work with your CRM environment. You will be taken back to APSIS One.

8. The installation process will continue in the background as you see the loading screen. 

 


 

Sync Conditions

Use Sync Conditions to make sure that you only sync the Profile data that corresponds with your APSIS One Section. These conditions are useful to filter the data sent into APSIS One from Microsoft Dynamics 365 CRM based on a specific value.

For example, if you have multiple business units based on different countries (Sweden, Norway, Hong Kong...), you can feed customer data into APSIS One Profiles as long as their Country CRM field matches your section's country. So, for Profile data to be fed into the Sweden Section in APSIS One, the CRM's Country field must equal "Sweden". You may add multiple sync conditions to ensure that the right Profile data is always sent to the right Section.

 

How to Add Sync Conditions

1. Head over to the Integrations tab in your Section, locate Microsoft Dynamics 365 CRM and click Edit.

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2. Select the Sync Conditions tab.

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3. Under CRM Field, click Add new rule.

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4. Expand the drop-down menu and choose a field.

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5. Under Value, enter the value for this field. Profiles will only be created and updated as long as the customer data from your CRM matches this value.

Repeat this process with as many conditions as you need.

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6. When done, click Save.

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Field Mapping

 

How to Set up Field Mappings

1. Head over to the Integrations tab in your Section, locate Microsoft Dynamics 365 CRM and click Edit.

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2. Select the Field Mapping tab.

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3. Under Microsoft Dynamics 365 CRM, expand the Contact Card drop-down menu and select a data field.

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4. Under APSIS One, expand the Attributes drop-down menu and select an Attribute that matches the data field.

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5. Click Add new mapping to map another Attribute. Repeat the process above for all the Attributes you wish to map with your Microsoft Dynamics 365 CRM account.

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6. When done, click Save.

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Consent Mapping

While the Real-time and Full Sync features are excellent at transporting your Profile data quickly, without mapping for consent it's hard to utilise the data in your email marketing campaigns.

The Consent tab allows users to map any True/False (boolean) field on the contact card to Channel Consent to any Consent lists and Topics in your APSIS One Section.

 

How to Set up Consent Mapping

1. Head over to the Integrations tab in your Section, locate Microsoft Dynamics 365 CRM and click Edit.

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2. Select the Consent tab.

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3. Under Microsoft Dynamics 365 CRM, expand the Contact Card drop-down menu and select Allow Newsletters.

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4. Under APSIS One, expand the Consent List & Topics drop-down menu and select the Topic(s) within a Consent list you'd like to map with your Microsoft Dynamics 365 CRM subscriptions.

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5. Under Channel Consent, tick the Email and/or SMS boxes to choose which Channel your Profiles should have consent for.

If you don't tick the checkboxes, Profiles will not gain consent for communications via SMS or Email, and you won't be able to send them emails or SMS messages with APSIS One.

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6. Click Add new mapping to map another Consent list & Topic(s). Repeat the process above for all the Consent list & Topic(s) you wish to map with your Microsoft Dynamics 365 CRM account.

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7. Click Save.

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Full Sync

Sync Profiles with your customer entries in Microsoft Dynamics 365 CRM. Note that a this might put a high load on Microsoft Dynamics 365 CRM and is a cost-driver for your account.

Read more about Full Sync above under About APSIS One's Microsoft Dynamics 365 CRM Integration and Keeping the CRM Healthy...

 

How to Start a Full Sync

1. Head over to the Integrations tab in your Section, locate Microsoft Dynamics 365 CRM and click Edit.

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2. Select the Full sync tab.

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3. Click Start sync.

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Profiles will then begin to sync with your customer entries in Microsoft Dynamics 365!

This might take a while, depending on the amount of data synced by the integration.

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4. If you want to cancel the sync while it's in progress, click the Cancel Sync in the bottom of the screen. 

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Uninstall

Note that it's not possible to uninstall the integration while a Full Sync is in progress.

1. Head over to your Section in Account Settings and open the Integrations tab.

Locate the Microsoft Dynamics 365 CRM Integration card and click Edit.

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2. Select the Settings tab.

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3. Select Remove and follow the instructions shown in the wizard.

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Coming soon...

Here's some of the features we're working on to increase the capabilities of APSIS One's Microsoft Dynamics 365 CRM integration.

Keep an eye on the notifications in the Information Centre in APSIS One as well as our Notifications in the Knowledge Base for the latest product news!

  • Entity records as Events: Sync data like purchases, car ownership, parcel deliveries, etc. with APSIS One Profiles to use them for Segmentation, real-time triggering of Marketing Automation flows and more.
  • Related entity support for Attributes: Map fields from entities related to the contact entity, and set up APSIS One activities to target specific Profiles based on their relationship, like a contact's local bank office's receptionist's birthday for example.

 

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