Engage’s integration with Microsoft Dynamics 365 allows you to unify your customer service workflows between both platforms, enabling you to create Dynamics cases from Engage. In this article, learn about the integration, how to set it up, and how to use it in Engage.

What is Dynamics case management?

Microsoft Dynamics 365 is a suite of business applications offered by Microsoft. With Dynamics case management, you can create cases for customer service interactions to enable collaboration within your team and better track your service to your customers.

If your teams use Social Media Management's Engage for customer engagement and Dynamics case management for customer support, our integration allows your social media managers to log your Engage conversations as new cases in Dynamics, streamlining your customer care on your social channels.

Connecting Dynamics case management to Social Media Management

You can quickly integrate Social Media Management with your Microsoft Dynamics 365 instance with just a few clicks.

1. In Social Media Management, click Manage settings (gear icon) in the lower-left corner, then select Organization Admin.
2. From the left-hand sidebar, select Integration Marketplace, then click Microsoft Dynamics 365 in the menu.
3. Click Connect Now, then click Next to continue through the disclaimer information.
4. On the Create New Authentication page, name the integration and enter the URL of your Microsoft Dynamics 365 instance, then click Create.
5. Make sure you have pop-ups enabled in your browser. When the authentication pop-up appears, choose your Microsoft Dynamics 365 user, then enter your password and token when prompted.
6. After you proceed, you will receive a confirmation message that your integration is enabled. Click Finish to complete the process.

Using the integration in Engage

When your Microsoft Dynamics 365 integration is set up in Social Media Management, you will see any applicable Dynamics cases appear on linked profiles in the right-hand panel of an Engage conversation.

To link Engage profiles to Microsoft Dynamics 365 and create cases:

1. On a conversation in Engage that you would like to link to Dynamics, navigate to the right-hand profile panel. Scroll down until you see Dynamics, then click Link Profile.
2. When the Link social profile to Dynamics window opens, enter the profile information for the contact, then click Link Profile.
   You will then see the profile linked in Engage’s profile panel on the right-hand side.
3. After the profile is linked, scroll down the right-hand Profile panel to Dynamics cases, then click Create case.
4. In the case creation window, enter in the title, description, and priority for the case, then click Save to confirm.
5. You will now see the case created under your Dynamics cases in the right-hand side panel in Engage, and you can click the case to open a detailed view. The case will also now be present in your Microsoft Dynamics 365 instance.