Integrating CTM with Microsoft Dynamics

The Microsoft Dynamics integration allows you to send call data from your CTM account into Dynamics to create or update any object type, including leads, contacts, and custom objects.  The integration allows you to:

• Assign your Dynamics campaigns to your CTM tracking sources
• Map your CTM users to users in Microsoft Dynamics
• Create triggers to update objects in Dynamics based on custom field mappings
• Send triggers in CTM based on whether a record is found in Dynamics

This integration is available on Sales Engage, Enterprise, and Connect plans.  

Requirements:

The Administrator of the account using the Microsoft Dynamics link must have administrator access.

Connecting CTM to Microsoft Dynamics

1. Navigate to Settings → Integrations → Microsoft Dynamics.
2. Enter your API domain in the field provided (example: mydomain.crm.dynamics.com) and select Connect to Microsoft Dynamics (https:// will automatically be added). 

1. Select the Microsoft account you would like to use (this account must be an administrator in Microsoft Dynamics).
2. Check the box to allow permissions and Accept.
3. Scroll to the Default Lead Ownership section and select the default owner you wish to use for leads created.  You can select a specific user or assign the lead to the agent who answered the call.

TIP: The lead owner you choose must be mapped to a user in Microsoft Dynamics; otherwise, the user who linked the integration will be the default owner.

Agent Mappings

Once the accounts are linked, map users to the CTM account with the Dynamics account.  

1. From the Microsoft Dynamics setup page, scroll to the Agent Mapping section.
2. This section will populate with the list of users detected in the Microsoft Dynamics account.  Select an agent within the drop-down menu and select the corresponding CTM user name that you would like to map between accounts.
3. Save Mappings.

Field Mappings

Field Mappings determine what data from your CTM account will appear in your Microsoft Dynamics account.  You can create mappings for any Dynamics object type (such as a Lead or Contact) and use triggers to specify when the mapped fields will be updated.

1. Go to → Microsoft Dynamics setup page and scroll to the Field Mappings section.
2. Select → Add Mapping.

1. Use the drop-down menu to select the type of object (such as a Lead).
2. For each Dynamics field, use the drop-down menu to select the corresponding CTM field.  You can choose a default value for each mapped field.  There is also the option to select whether new data overwrites existing values in Dynamics.

TIP: First Name and Last Name are required fields for Leads in Dynamics.  Make sure you always have both of these mapped.

1. Click Untitled Mapping at the top of this list and enter a Name for the mapping.  Note: Use a name that gives you an idea of which fields have been mapped, which makes the trigger setup easier.
2. Save Mappings.

Existing mappings will be displayed in the Saved Mappings tab.  You may edit or delete them at any time.

Creating Triggers

When you have created the mappings for the fields you wish to update in Microsoft Dynamics, you will need to create one or more triggers to specify when that data will be updated.  Click here to learn more about triggers.

1. Navigate to Flows → Triggers and select New Trigger.
2. Enter a name for your trigger.
3. Use the drop-down menu to select when you would like this trigger to run.  In Dynamics, you can run a trigger at the start or end of a call, or when contact information is manually updated.
4. Select to have the trigger run for all activities or assign specific target numbers for the trigger.
5. Click +Add Workflow. 
6. Select the rules that should apply to the trigger. You may wish to set rules for calls over a certain duration.  There is an option to run a trigger only for first-time contacts.
7. Next → Add Action and select MS Dynamics Record Sync.
8. Under the Entity Mapping section, select the name of the mapping for the trigger.
9. The option is available to only add new records, only update existing records, or both (Insert Only, Update Only, Update, or Insert).
10. Check the applicable boxes associated with the contact to the activity, and set a record owner (other than the default).
11. Save Changes.
     

Linking Dynamics Campaigns to Tracking Sources

Once the integration is activated,  choose to link your CTM tracking source to your Microsoft Dynamics campaigns.  (This step is not required for the integration to work.)

1. Navigate to Numbers → Tracking Sources.
2. In the list of tracking sources, locate the source you wish to link to one of your Dynamics campaigns and → Assign a Campaign

3. In the pop-up, use the drop-down to select the campaign you wish to link to the source →Save

4. The name of the linked campaign will appear below the name of the tracking source that was listed.  You may edit or remove the linked campaign at any time.