Microsoft Dynamics integration guide

Audience

This document is directed to customers and prospective customers interested in using Tenfold in a Microsoft Dynamics environment. Those who will perform the procedures described in this guide should have a basic level of familiarity with Microsoft Dynamics APIs, Microsoft Dynamics administration, general networking, and Tenfold.

Goals

The goal of this document is to provide knowledge, reference, and procedural information necessary to understand a proposed Microsoft Dynamics/Tenfold integration.

This document is NOT intended as a specific system or network design document. If further clarification is needed, consult with a Tenfold representative.

Terminology

To ensure a common frame of reference, this guide uses the following terms in conjunction with this Microsoft Dynamics integration:

Application Programming Interface (API): A set of clearly defined methods of communication used by Tenfold for reading and writing data.
Click to Dial: A feature in the Tenfold UI which allows agents to click a phone number to dial a contact.
Tenfold Cloud: A set of Web Services that receives events from the telephony system and takes further action such as querying and saving to the CRM.
Tenfold User Interface (TUI): An agent facing user interface which agents will interact with for identifying callers, viewing recent activities, saving notes, dispositioning calls, etc.

Customer responsibility

You are responsible for supplying the physical and/or IP connection(s) to Microsoft Dynamics and LAN, and for obtaining and loading any licensing required by Microsoft Dynamics. You are also responsible for configuring Microsoft Dynamics to support the Tenfold integration.

Dynamics requirements

Version requirements

Microsoft Dynamics 365 8.2.1.0176 or later

Microsoft Dynamics USD 4.1 or later

Connection requirements

Accessible via TCP port 443 (https) to Tenfold Cloud

Dedicated Service Account (i.e. API User)

Permissions

The tables shown below outline the out of the box entities and respective field permissions required for the core Tenfold integration. Read and/or write permissions for additional fields, both standard and custom, may be required for your Tenfold deployment.

Legend:

Table 1. Core Records Tab

Entity	Privilege	Access Level
Account	Create	Organization
Account	Read	Organization
Account	Write	Organization
Account	Delete	User
Account	Append	Organization
Account	Append To	Organization
Action Card	Create	User
Action Card	Read	User
Action Card User Settings	Read	User
Activity	Create	Organization
Activity	Read	Organization
Activity	Write	Organization
Category	Read	User
Connection	Read	User
Connection Role	Read	Organization
Contact	Create	Organization
Contact	Read	Organization
Contact	Write	Organization
Contact	Delete	User
Contact	Append	Organization
Contact	Append To	Organization
Customer Relationship	Read	User
Data Import	Read	User
Data Map	Read	User
Duplicate Detection Rule	Read	User
Email Signature	Read	User
Email Template	Read	User
Feedback	Read	User
Follow	Read	User
Import Source File	Read	User
Lead	Create	Organization
Lead	Read	Organization
Lead	Write	Organization
Lead	Delete	User
Lead	Append	Organization
Lead	Append To	Organization
Mail Merge Template	Read	User
Note	Read	Organization
Opportunity	Create	Organization
Opportunity	Read	Organization
Opportunity	Write	Organization
Opportunity	Delete	User
Opportunity	Append	Organization
Opportunity	Append To	Organization
Opportunity Relationship	Read	User
Queue	Read	User
Report	Read	User
Saved View	Create	User
Saved View	Read	User
Saved View	Write	User
Saved View	Delete	User
Saved View	Append	User
Saved View	Append to	User
Saved View	Share	User
SharePoint Site	Read	Organization
Sync Error	Read	User
Trace	Read	Organization
User Chard	Read	User
User Dashboard	Read	User
User Entity Instance Data	Read	User
User Entity UI Settings	Create	User
User Entity UI Settings	Read	User
User Entity UI Settings	Write	User
User Entity UI Settings	Delete	User
User Entity UI Settings	Share	User

Table 2. Sales Tab

Entity	Privilege	Access Level
Competitor	Read	Organization
Product	Read	Organization
Product	Append	Organization
Product	Append To	Organization
Product	Append To	Organization
Quote	Read	Organization

Table 3. Service Tab

Entity	Privilege	Access Level
Case	Write	Organization
Case	Read	Organization
Case	Write	Organization
Case	Delete	User
Case	Append	Organization
Case	Append To	Organization
Knowledge Article	Read	Business Unit
Knowledge Article Image	Read	Business Unit
Knowledge Article Views	Read	Business Unit
Knowledge Interaction Insight	Read	Business Unit
Knowledge Search Insight	Read	Business Unit

Table 4. Business Management Tab

Entity	Privilege	Access Level
Business Unit	Read	Organization
Currency	Read	Organization
Organization	Read	Organization
Security Role	Read	Organization
Team	Read	Organization
User	Read	Organization
User Settings	Create	Parent: Child Business Units

Table 5. Service Management Tab

Entity	Privilege	Access Level
Entitlement	Read	Organization
Entitlement	Write	Organization
Entitlement	Append	Organization
Entitlement	Append To	Organization
Entitlement	Assign	Organization
Entitlement Template	Read	Organization
Entitlement Template	Write	Organization
Entitlement Template	Append	Organization
Entitlement Template	Append To	Organization
Knowledge Article Template	Read	Organization
Knowledge Base Record	Read	Organization
Knowledge Search Model	Read	Organization
Routing Rule Set	Read	User

Table 6. Customization Tab

Entity	Privilege	Access Level
App Config Master	Read	Organization
Attribute Map	Read	Organization
Customizations	Read	Organization
Entity	Read	Organization
Entity Key	Read	Organization
Entity Map	Read	Organization
Field	Read	Organization
Hierarchy Rule	Read	Organization
Model-driven App	Read	Organization
Option Set	Read	Organization
Plug-in Assembly	Read	Organization
Plug-in Trace Log	Read	Organization
Plug-in Type	Read	Organization
Process	Create	User
Process	Read	Organization
Process	Write	User
Process	Delete	User
Process	Append	User
Process	Append To	User
Process	Assign	User
Process	Share	User
Process Configuration	Read	Organization
Process Session	Create	User
Process Session	Read	Organization
Process Session	Write	User
Process Session	Delete	User
Process Session	Append	User
Process Session	Append To	User
Process Session	Assign	User
Process Session	Share	User
Relationship	Read	Organization
Sdk Message	Read	Organization
Sdk Message Processing Step	Read	Organization
Sdk Message Processing Step Image	Read	Organization
Solution	Read	Organization
System Application Metadata	Read	Organization
System Chart	Read	Organization
System Form	Read	Organization
System Job	Read	User
System Job	Write	User
System Job	Append	User
System Job	Append To	User
User Application Metadata	Create	User
User Application Metadata	Read	User
User Application Metadata	Write	User
User Application Metadata	Delete	User
View	Read	Organization
Web Resource	Read	Organization
Activate Real-time Processes	N/A	User
Execute Workflow Job	N/A	Organization
Run Flows	N/A	Organization

Table 7. Custom Entities Tab

Entity	Privilege	Access Level
Account Project Price List	Create	Organization
Account Project Price List	Read	Organization
Account Project Price List	Write	Organization
Account Project Price List	Delete	Organization
Account Project Price List	Append	Organization
Account Project Price List	Append To	Organization
Account Project Price List	Assign	Organization
Account Project Price List	Share	Organization
Channel Integration Framework v1.0 Provider	Read	Organization
Channel Integration Framework v2.0 Provider	Read	Organization
flowcardtype	Read	Organization
icebreakersconfig	Read	Organization
KPI Event Definition	Read	User
Notification Field	Read	Organization
Notification Field (Deprecated)	Read	Organization
Notification Template	Read	Organization
Notification Template (Deprecated)	Read	Organization
Post Configuration	Read	Organization
Recording	Read	Organization
Scheduling Parameter	Read	Organization
Teams Dialer Admin settings	Read	Organization
Template Tag (Deprecated)	Read	Organization
Tour	Read	Organization
App Profile	Read	Organization
App Extension	Read	Organization
Work Stream	Read	Organization
Session Template	Read	Organization
Application App Template	Read	Organization
Productivity pane configuration	Read	Organization
Pane tab configuration	Read	Organization
Pane tool configuration	Read	Organization
Suggestion Setting	Read	Organization
Macro Connector	Read	Organization
Macro Action Template	Read	Organization
Macro Solution Configuration	Read	Organization
Smartassist configuration	Read	Organization
Adaptive Card Configuration	Read	Organization

Installation

Required information

Dynamics Hostname	Hostname of your Microsoft Dynamics Instance
Dynamics Service Account Username	The username for the dedicated Tenfold service account (i.e. API User)
Dynamics Service Account Password	The password for the dedicated Tenfold service account (i.e. API User)

Installation procedure

Establishing the initial connection from Tenfold to Microsoft Dynamics takes only a few minutes.

Navigate to your Tenfold dashboard at https://dashboard.tenfold.com.
Click Company Settings in the top navigation.
In the sub-navigation, click CRM.
Select Microsoft Dynamics as your CRM.
Select the authentication method: OAuth or Credentials.
To use credentials, input the following information into the form:
- Hostname
- Service Account Username
- Service Account Password
To use OAuth, input the following information into the form:
- Hostname
- Under Change Advanced Options
  - OAuth Client ID
  - OAuth Client Secret
  - OAuth Tenant ID
Click Save.
If the information provided is correct, Tenfold tests the connection and presents a success message.

Embedding within Channel Integration Framework

Install Channel Integration Framework from the Microsoft Appsource store.
Ensure non-admins have read access to the msdyn_ciprovider entity.
Open the Apps menu within the Dynamics instance, it can be opened by clicking on the drop down arrow in the top left corner of the screen.
Select Channel Integration Framework
Select +New.
Apply the following within in the Channel Provider Configuration
- Name: Tenfold Embedded UI
- Label: Embedded UI
- Channel URL: https://app.tenfold.com/dynamics.html?base=<your_dynamics_instance_URL>
  Example: https://app.tenfold.com/dynamics.html?base=https://mydynamics.dynamics.com
- Enable Outbound Communication: Yes
- Channel order: 0
- API Version: 1.0
- Trusted Domain: ""
- Custom Parameters: width=283 rich_context=true
  NOTE: The Dynamics instance URL can be sourced from the Tenfold CRM configuration page h ere. The Custom Parameters section can have any desired width, however, smaller width parameters may skew different image assets or truncate parts of the Tenfold UI.
Select which Unified Interface App the Embedded UI is to be added to.
Select the Roles that are going to use/see the Tenfold Embedded UI.
Click Save & Close on the bottom right corner.
Lastly, if using Google Chrome, each user's browser will need to have the "SameSite by default cookies" setting disabled otherwise dependencies of the CIF framework may not load.
1. In the Google Chrome browser navigate to chrome://flags via the address bar.
2. Search for "SameSite by default cookies."
3. Disable the "SameSite by default cookies" setting.
  The browser relaunches automatically.

Permissions Troubleshooting

The following steps will help you find any missing privileges.

Open up the Developer Tools of the browser and inspect the element (Ctrl + Shift + C in Chrome) to see the backend privilege name.
In most cases, requests with a status of 403 may mean that you need to configure additional permissions. To verify exactly which permission is required click on the request with status 403 and then the details of the particular request should be displayed.
Then move to the right and look for the missing permission. Each missing permission is described according to the following scheme: prvActionPrivilegeName, where Action is what privilege is missing, e.g. Read/Write/Create, etc. For example, as you can see in the screenshot below, the prvReadmsdyn_panetabconfiguration privilege is missing so we must set Read permission to the msdyn_panetabconfiguration field.
If you go further to the right, you will find the "LocalizedName" field, which indicates the name of the field for which we need to set the permission in our settings.

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