ms dynamics integration guide

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1 1 2013 Velaro Microsoft Dynamics Guide

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Veloro MS Dynamics Integration Guide

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    Microsoft Dynamics Guide

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    Microsoft Dynamics Guide

    Integrating Velaro with Microsoft Dynamics

    Using Velaro's CRM integration tools you can interact directly with your Dynamics account rightfrom the Velaro chat window and Agent Desktop, allowing you to create and modify recordswithout any hassle. This guide will walk you through setting up the integration, adding your owncustom fields, managing your users, and how this powerful tool is used directly within the VelaroAgent Desktop and live chats.

    **Please note that parts of this guide walk through the Microsoft Dynamics Online Edition, ifyour account is hosted internally please refer to your own site/setup for the relevantinformation**

    Enabling Microsoft DynamicsFirst log into the Velaro Control Panel at cp.velaro.com and navigate to the Install > Integrationsection.

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    Within the [General] category, check the box for Enable CRM Integration and then select MSDynamics 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 selectMS Dynamics from the CRM Systems.

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    Then within the Dynamics Site Name field enter your account's URL as well as the OrganizationUnique Name as it exists to your Dynamics account.

    **Please note that if your MS Dynamics site is not an online version(hosted internally) thatyou 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 navigateto the Settings section

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    Then navigate to the Customizations section

    From Customizations select the Developers Resources option.

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    Once here your organization's unique name will be listed and you can simply copy and paste that intothe 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 belocated back in the [General] tab:

    This will allow you to enforce records being created/associated with a visitor before a chatconcludes, force agents to log the chat transcript into the chosen record, and/or track your visitorsCRM info through their browser cookies allowing Velaro to automatically pull up a record for arepeat visitor/chatter.

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    Default and Custom FieldsNow that Dynamics has been enabled on your Velaro account, you will need to set up the recordand 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 andproperties.

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    By cloning the default fields you will already have the basic record parameters for Tickets. If youalso need to set up additional or custom fields within the integration, select the Field Mapping taband click the New Field button.

    To map the custom field you will need to know the field Name and type as defined in your Dynamicsaccount. To find this, sign into the account from your browser and go to the Customizations sectionlocated at the top of the page, and select the Customize the System section.

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    Once you have reached the customization menu, you will need to select the record type pertaining tothe 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 doubleclick it.

    **For my example, I am selecting the Country/Region field**

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    There are a few pieces of key information that you should note about your specific field, the firstbeing your field's Display Name and Name properties. Please note that theName should be in alllower 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 recordtype this field applies to(Account, Contact, etc...). Then select whether your field is used forsearching or creating records. The Property Name should be set to the field Name as you notedfrom your browser.If the field is used for creating a ticket, pick your Control to Render as thesame field type you noted in the account(single line of text, check box, etc...). Finally, remember toselect This is a Custom field within my CRM system above the Ok/Apply buttons.

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    Once you have everything set remember to click Apply / OK to save your new field properly intoVelaro.

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    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 forautomatic field population. For a complete guide on pre-populating fields please visit our communitysite 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 DynamicsField 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 withinthe integration.

    We also recommend utilizing the Clear List Cache function found in the MS Dynamics tab. Afteryou modify or create any field this will flush any saved data ensuring everything is up to date for yourintegration in the desktop software.

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    Adding AgentsYou will also need to set up each of your Agent's MS Dynamics information in their Velarousernames. Navigate back to the [General] menu and select CRM Users tab. From the WorkingOn User drop down box select each Agent input their Dynamics username and password. ClickApply to save the information.

    Dynamics in the Agent DesktopOnce saved your users will now have access to Microsoft Dynamics directly in the Agent Desktopas well as chats.

    Agent Desktop:

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    In the Agent Desktop there is now an accessible MS Dynamics tab, which the agent can use tosearch 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 tosearch and create records. Once the chat window opens, if the visitor had previously chatted andhad 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 forany existing ones.

    Your agents will also have the ability to create records directly within the chat. Simply by navigatingto the Create button within the Dynamics sidebar they can select to create a ticket.

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    Once the record type has been selected, they will be given all fields that you have previously definedin 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 beaccessible directly in Dynamics.

    Its important to note here that the record will have a checkbox option for Archive chat upon exit

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    This will save your chat transcript to that record as a closed activity if the box is checked. Asmentioned previously in this guide, you can enable one of the Global Settings that enforces thissetting and will always copy a chat transcript to your record. Once the chat has been completed andclosed it will automatically be sent and saved to that record.

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    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 1-800-983-5276 ex 2.

    Microsoft Dynamics GuideEnabling Microsoft DynamicsDefault and Custom FieldsAdding AgentsDynamics in the Agent Desktop