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Adding a Microsoft Dynamics CRM Bot

Kore.ai provides integration for a built-in Microsoft Dynamics CRM Bot that you can use to display message notifications and execute tasks directly from the Kore.ai application. To use the Microsoft Dynamics CRM Bot, you just need to add the Bot to your Kore.ai account, and then configure the settings for the Bot, such as authentication to access Microsoft Dynamics CRM, and the notification messages that you want. This topic describes the Microsoft Dynamics CRM built-in Bot for Kore.ai. For more information about other Kore.ai Bots, see Adding Bots.

About the Kore.ai Bot for Microsoft Dynamics CRM

DIYMicrosoftCRMLogoMicrosoft Dynamics CRM empowers agents to deliver fast, informed and effective resolutions. This integration enables teams to create and update opportunities and leads.

Integration Type Web Service – Connect to this Bot using a web service integration where Kore.ai polls the service for updates based on a specified interval.
Category CRM – This Bot is available in the Kore.ai application in the CRM category.

 

Configuring Microsoft Dynamics CRM 

To configure web service tasks, you need to add the Microsoft Dynamics CRM Bot from the Kore.ai Marketplace tab in the Kore.ai application, and then setup the task.

To setup a Microsoft Dynamics CRM task, click Connect to Microsoft Dynamics CRM, enter theMicrosoft Dynamics CRM URL for your company, for example, https://myCompanyName.crm.dynamics.com, your Microsoft Dynamics CRM account ID, your password, and then press Enter.

After you are connected, you can perform tasks for Microsoft Dynamics CRM directly from the Kore.ai application and setup message notifications to get notified in the Kore.ai application when an event occurs in Microsoft Dynamics CRM.

The following table describes Microsoft Dynamics CRM tasks that you can integrate with Kore.ai.

TASK TO CONFIGURE THIS TASK…
Add Note to Opportunity In the Perform Task dialog,

  • search an Opportunity Name
  • enter a Note Title
  • and then optionally enter a Note Description.

In a space room, you can enter the @servicenow addnoteoppty Bot command to invoke and configure this task.

Create Lead In the Perform Task dialog,

  • enter a First Name
  • enter a Last Name
  • optionally enter a Description
  • optionally enter an Email address
  • optionally enter a Phone number
  • optionally select a Status
  • and then optionally enter the Company.

In a space room, you can enter the @dynamicsCRM createlead Bot command to invoke and configure this task.

Create Opportunity In the Perform Task dialog,

  • enter an Opportunity Name
  • enter an Account
  • enter an Amount
  • optionally select a Stage
  • and then optionally select a Close Date.

In a space room, you can enter the @dynamicsCRM createoppty Bot command to invoke and configure this task.

Current Top Opportunities In the Perform Task dialog, enter the Number of Opportunities.
In a space room, you can enter the @dynamicsCRM gettopoppty Bot command to invoke and configure this task.
Update Contact In the Perform Task dialog,

  • enter a Contact Name
  • optionally enter a Description
  • optionally enter an Email address
  • and then optionally enter a Phone number

In a space room, you can enter the @dynamicsCRM updatecontact Botcommand to invoke and configure this task.

Update Lead In the Perform Task dialog,

  • enter a Lead Name
  • optionally enter a Description
  • optionally enter an Email address
  • optionally enter Phone number
  • optionally select a Status
  • and then optionally enter a Company

In a space room, you can enter the @dynamicsCRM updatelead Bot command to invoke and configure this task.

Update Opportunity In the Perform Task dialog,

  • enter an Opportunity Name
  • optionally enter an Account
  • optionally enter an Amount
  • optionally select a Stage
  • and then optionally select a Close Date.

In a space room, you can enter the @dynamicsCRM updateoppty Bot command to invoke and configure this task.

Create Contact In the Perform Task dialog,

  • enter a Contact First Name
  • enter a Contact Last Name
  • optionally enter a Description
  • optionally enter an Email address

In a space room, you can enter the @dynamicsCRM createcontact Bot command to invoke and configure this task.

 

You can setup message notifications to your Kore.ai account using a Microsoft Dynamics CRM web service. Click , click Get notified when…, and then click one of the Microsoft Dynamics CRM web services described in the following table.

TASK TO CONFIGURE THIS TASK…
Closed Opportunities In the Setup Task dialog,

  • enter the Number of Opportunities
  • optionally customize the Task Name 
  • optionally customize the Short Description
  • enable or disable Mute task notifications
  • optionally customize the interval for message notifications in the Check for updates… section.
Opportunity Closed Won/Lost In the Setup Task dialog,

  • optionally customize the Task Name
  • optionally customize the Short Description
  • enable or disable Mute task notifications
  • optionally customize the interval for message notifications in the Check for updates… section.
Opportunity Updates In the Setup Task dialog,

  • optionally, click the gray box in Filters to setup one or more filters to prevent message notifications for specified criteria. You can filter on one or more of the following:
    • Owner
    • Stage
    • Account
    • Amount
    • Probability
    • Opportunity Name
    • Click Done to save the filter. For more information, see Setting up Filters. 
  • optionally customize the Task Name
  • optionally customize the Short Description
  • enable or disable Mute task notifications
  • optionally customize the interval for message notifications in the Check for updates… section.
Top Opportunity Report In the Setup Task dialog,

  • enter the Number of Opportunities
  • optionally customize the Task Name
  • optionally customize the Short Description
  • enable or disable Mute task notifications
  • optionally customize the interval for message notifications in the Check for updates… section.

 

Next Steps

After Microsoft Dynamics CRM is configured as web service, when any of the events occur in Microsoft Dynamics CRM, a message is displayed on the Bots tab in the Messages section for the Kore.ai account.

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