When you integrate Microsoft Dynamics with CXone Agent for Microsoft Teams, the two applications share contact and interaction data. Data from Microsoft Dynamics records appears in CXone Agent for Microsoft Teams, and data from CXone Agent for Microsoft Teams appears in Microsoft Dynamics records.
Prerequisites
Before you begin:
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Make sure Agent Integrations is enabled for your system. Your CXone Account Representative can help with this.
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Check the following in CXone:
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Make sure you have the Scripts Create/Edit permission.
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Enable the Customer Card employee profile attribute in Admin > Employees. This enables the agent to see the customer card.
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Enable the Agent Integrations employee profile attribute in Admin > Employees. This enables the agent to see Microsoft Dynamics records in the customer card.
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Create a user account in Microsoft Dynamics specifically for CXone configuration. This is the system user. It is recommended to give the system user administrator privileges. If you do not want to give the system user administrator privileges, you must give it:
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Read access to all Microsoft Dynamics entity records and entity fields.
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Read/Write access to all Microsoft Dynamics entity records that will be accessed or updated in the workflows you've configured, including Search workflows, Create workflows, and data memorialization.
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Allow this URL on your security network: https://nicecxone.integration-authentication.com/oauth2/token.
Process
To integrate Microsoft Dynamics with CXone Agent for Microsoft Teams, complete these steps: