CRM integration for

Competella SaaS

www.competella.com 17-Mar-22
www.competella.com 17-Mar-22
CRM integration for Competella SaaS

WWW

Azure SQL OAUTH HTTPS

database HTTPS
HTTPS

HTTPS
Bot Services CallserverForTeams handles:
Azure • Calls to queues
App Service App Service
TenantApp Service • Callback
• IVRExpress
App Service • AvailibilityVoiceAgent

www.competella.com
CRM integration for Competella SaaS

www.competella.com 17-Mar-22
CRM integration for Competella SaaS Requirements

Requirements Dynamics Requirements Competella

– Microsoft Dynamics CRM 9.0 (OnPrem) – IVR Express
– Microsoft Dynamics 365, 9.0 (Cloud)

Requirement Salesforce
– Must support api version 49.0

www.competella.com 17-Mar-22
CRM integration for Competella SaaS Information from Dynamics

MSCRMSettings.BaseAddress
MSCRMSettings.AuthenticationOnPremSettings.AuthenticationOnPremDomain
MSCRMSettings.AuthenticationOnPremSettings.AuthenticationOnPremUserName
MSCRMSettings.AuthenticationOnAzure.ApplicationID (Create an app for CRM)
MSCRMSettings.AuthenticationOnAzure.TenantID
CrmApiPwd (ClientSecret)
We also need to know what fields we are supposed to search in. For example:
– MSCRMSearchAccount.phoneFields (namnen på fälten I Dynamikcs syns I Application Suite Client)
– MSCRMSearchAccount.CustomerIdFields
– Specifiy destination field to have calls sent to specific queues

www.competella.com 17-Mar-22
CRM integration for Competella SaaS Information from Salesforce

CrmApiPwdConsumerKey
CrmApiPwdRefreshToken
We also need to know what fields we are supposed to search in. For example:
– SFSearchAccount(or contact).PhoneFields
– SFSearchAccount.CustomerIdFields

www.competella.com 17-Mar-22
CRM integration for Competella SaaS IVR Express configuration

In the IVR Express you need to setup a CustomerLookup

Node.
Select the “CRM” radio button (Competella is used for internal
search in Competella database.
As “Crm system name” you add:
– Competellacrmclient for Dynamics
– CompetellacrmclientSalesforce for SalesForce

As Child Nodes you setup two nodes. One for successful

search and another to handle users that can’t be found.
For the “Found” node you would specify to what Competella
Queue the call should end up in.

www.competella.com 17-Mar-22