Integrating your Microsoft Dynamics 365 directly into Click4Assistance provides your agents with a 360° view of customer records and allows access to the full context of all communications.
Microsoft Dynamics 365 is a cloud-based platform for managing sales and customer relationships. It is a customer relationship management (CRM) system that helps businesses improve their sales operations and customer service.
Agents dealing with incoming chats can view the Microsoft Dynamics 365 record directly from the Click4Assistance dashboard with just one click. Like a phone call or email, a chat is another form of correspondence, so when the chat is stored by the agent, it is automatically added to the timeline in Microsoft Dynamics.
Track all interactions with every customer, maintaining a constantly connected data flow.
During a chat, view Microsoft Dynamics lead, contact, account or opportunity records in real time
Create new leads in your Microsoft Dynamics solution directly from the Click4Assistance dashboard
Automatically attach the full chat transcript to the Microsoft Dynamics records when the chat ends
How Microsoft Dynamics 365 integration works
Automatically assigning the chat to an existing Microsoft Dynamics record
By gathering the visitor’s email addresses on the pre-chat form, Click4Assistance can use this to identify the relevant record in Microsoft Dynamics; once identified, the chat is automatically associated with the Microsoft Dynamics record. Click4Assistance can use any identifier to associate the record, such as an account number.
Manually assigning the chat to an existing Microsoft Dynamics record
If you don’t identify the chatter on the pre-chat form or the Microsoft Dynamics record cannot be found, your agents can manually search and select the relevant Microsoft Dynamics record from within the Click4Assistance dashboard.
Create a new Microsoft Dynamics 365 record and assign to the chat
If the record does not exist in Microsoft Dynamics, simply create one and assign the chat!
Once assigned
View the Microsoft Dynamics 365 record with just one click
Your agents can be asked a variety of questions from existing customers. With just one click, they can see all information regarding that customer in Microsoft Dynamics, enabling your agents to confirm details, review important notes, and see a full timeline of all correspondence, such as phone calls, emails, tasks, and chats!
Automatically store the full chat transcript against the Microsoft Dynamics 365 record
Once the chat has ended and your agents store it, the Click4Assistance system will automatically store the complete transcript of the chat within the timeline of the Microsoft Dynamics record.
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Microsoft Dynamics 365 Bespoke Integration
Like many CRM systems, Microsoft Dynamics is designed to be customisable to your business requirements. You can create different entities, fields, look-ups, and workflows, all tailored to your business.
As a UK development company, Click4Assistance has implemented several specific and bespoke types of integrations in the past. If you have specific requirements, we welcome a conversation to understand how we can help.
