1 Microsoft Dynamics Guide
2 Microsoft Dynamics Guide Integrating Velaro with Microsoft Dynamics Using Velaro's CRM integration tools you can interact directly with your Dynamics account right from the Velaro chat window and Agent Desktop, allowing you to create and modify records without any hassle. This guide will walk you through setting up the integration, adding your own custom fields, managing your users, and how this powerful tool is used directly within the Velaro Agent Desktop and live chats. **Please note that parts of this guide walk through the Microsoft Dynamics Online Edition, if your account is hosted internally please refer to your own site/setup for the relevant information** Enabling Microsoft Dynamics First log into the Velaro Control Panel at cp.velaro.com and navigate to the Install > Integration section.
3 Within the [General] category, check the box for Enable CRM Integration and then select MS Dynamics CRM from the CRM Provider drop down menu. Lastly, you will need to connect your MS Dynamics site with your Velaro account. To do this select MS Dynamics from the CRM Systems.
4 Then within the Dynamics Site Name field enter your account's URL as well as the Organization Unique Name as it exists to your Dynamics account. **Please note that if your MS Dynamics site is not an online version(hosted internally) that you should enter the full URL which you use to access the CRM. Your Organization Unique Name will be a long string of characters that is unique to your account. To find this, log into your Microsoft Dynamics account through Internet Explorer and first navigate to the Settings section
5 Then navigate to the Customizations section From Customizations select the Developers Resources option.
6 Once here your organization's unique name will be listed and you can simply copy and paste that into the Organization Unique Name field within the Control Panel. There are some additional Global Options that you can set up at this time as well, these will be located back in the [General] tab: This will allow you to enforce records being created/associated with a visitor before a chat concludes, force agents to log the chat transcript into the chosen record, and/or track your visitors CRM info through their browser cookies allowing Velaro to automatically pull up a record for a repeat visitor/chatter.
7 Default and Custom Fields Now that Dynamics has been enabled on your Velaro account, you will need to set up the record and field types that you will be utilizing. If you have not already, from the menu tree on the left select MS Dynamics CRM. Now to get things started, select Clone Default Fields to copy in the default field types and properties.
8 By cloning the default fields you will already have the basic record parameters for Tickets. If you also need to set up additional or custom fields within the integration, select the Field Mapping tab and click the New Field button. To map the custom field you will need to know the field Name and type as defined in your Dynamics account. To find this, sign into the account from your browser and go to the Customizations section located at the top of the page, and select the Customize the System section.
9 Once you have reached the customization menu, you will need to select the record type pertaining to the field you wish mapped in the Control Panel and then select the Fields option. Now locate the field you want to map in Velaro from the grid you are presented with and double click it. **For my example, I am selecting the Country/Region field**
10 There are a few pieces of key information that you should note about your specific field, the first being your field's Display Name and Name properties. Please note that thename should be in all lower case. Next, note the Type and any Maximum Length that may be defined. Go back to the Velaro Control Panel and create a new field by selecting the New Field button. Under Field Name enter the name of the field as it appears in the CRM, and choose what record type this field applies to(account, Contact, etc...). Then select whether your field is used for searching or creating records. The Property Name should be set to the field Name as you noted from your browser.if the field is used for creating a ticket, pick your Control to Render as the same field type you noted in the account(single line of text, check box, etc...). Finally, remember to select This is a Custom field within my CRM system above the Ok/Apply buttons.
11 Once you have everything set remember to click Apply / OK to save your new field properly into Velaro.
12 Field Name - This should be set to the Field Name as defined in your Dynamics account. Applies to Records of Type - Allows you to define the record type for the field you are creating (lead, contact, case, account) Chat Attribute - Allows you to pass in one of the Velaro attributes used within the chat for automatic field population. For a complete guide on pre-populating fields please visit our community site here. This Field Is Used for Searching - Sets your field to be used in criteria for searching. This Field is Used for Creating - Sets your field to be used for creating recordings. Property Name - This should be set to the API name for your field as defined in Dynamics Field Label - Here you can define how the field will display in the integration itself, Display Order - Allows you to define the order of your fields for each record type displayed within the integration. We also recommend utilizing the Clear List Cache function found in the MS Dynamics tab. After you modify or create any field this will flush any saved data ensuring everything is up to date for your integration in the desktop software.
13 Adding Agents You will also need to set up each of your Agent's MS Dynamics information in their Velaro usernames. Navigate back to the [General] menu and select CRM Users tab. From the Working On User drop down box select each Agent input their Dynamics username and password. Click Apply to save the information. Dynamics in the Agent Desktop Once saved your users will now have access to Microsoft Dynamics directly in the Agent Desktop as well as chats. Agent Desktop:
14 In the Agent Desktop there is now an accessible MS Dynamics tab, which the agent can use to search through tickets and even access the account as if they had signed into a browser. Live chats: In your agent's chat window they will now also have an additional sidebar which they can use to search and create records. Once the chat window opens, if the visitor had previously chatted and had a MS Dynamics record associated, then it will automatically populate. If the visitor's record had not been previously assigned, your agents can search MS Dynamics for any existing ones. Your agents will also have the ability to create records directly within the chat. Simply by navigating to the Create button within the Dynamics sidebar they can select to create a ticket.
15 Once the record type has been selected, they will be given all fields that you have previously defined in the Velaro Control Panel **Note that my newest field "Address Country" now is an included field** Once you have created the record, you'll be redirected to view it in the chat but will also now be accessible directly in Dynamics. Its important to note here that the record will have a checkbox option for Archive chat upon exit
16 This will save your chat transcript to that record as a closed activity if the box is checked. As mentioned previously in this guide, you can enable one of the Global Settings that enforces this setting and will always copy a chat transcript to your record. Once the chat has been completed and closed it will automatically be sent and saved to that record.
17 If you would like additional resources, guides, or assistance please utilize the following links: Online Community Live Chat Email Support You can also reach Velaro's support department Monday-Friday 8AM-8PM by calling 1-800983-5276 ex 2.