LE - MS DYNAMICS Integration Guide
LE - MS DYNAMICS Integration Guide
MS DYNAMICS Integration Guide
LiveEngage CRM Widget
by LivePerson, INC
last revised on: 2019-06-04
1
LE - MS DYNAMICS Integration Guide
Table of Contents
Table of Contents
2
Version Management
4
Introduction
5
Supported LE Channels
5
Set Up Guide
6
Overview
6
Widget Sign Up
6
Configuring the CRM in the Widget Admin-Panel
8
Access the CRM Widget Admin Panel
8
Customer's Accounts
8
License Info
8
Agents (Deprecated)
9
Usage
9
Login Usage
10
Agent Usage
10
Search Usage:
11
Link Chat Usage:
11
Settings
12
Profile
12
Widget Config
13
LE Attributes Config
14
Support
15
LE Widget Info
16
Customer Accounts
17
Widget Config
18
Configure CRM
20
Azure Active Directory
20
App Registration
20
Permissions
23
Client Secret
24
Microsoft CRM Dynamics
27
Adding Widget in LiveEngage Console
29
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LE - MS DYNAMICS Integration Guide
Features and Capabilities***
33
Overview
33
Starting MS Dynamics Widget
33
Login Widget
34
Custom Functionalities
39
Search Records
39
Search Records Filter/Fields
40
View Records
42
View Transcript Associated With Records
45
Create New Records
48
Create Contact
49
Create Lead
53
Create Account
56
Create Case
59
Link Chat Transcripts to Entity
63
Updating Records
67
Unlink Chat Transcripts
67
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LE - MS DYNAMICS Integration Guide
Version Management
Date 5/23/2017 5/26/2017 11/12/2018 03/20/2019
Version 1.0 1.1 1.3 1.4
03/27/2019
1.5
06/04/2019
1.6
Owner Jason Kadarusman Estefania Londono Luciano Buhler Luciano Buhler
Luciano Buhler
Luciano Buhler
Change History
Document Creation
Update Documentation
Update links and references
Documentation updated according to new standardized template
Updated the sequence of the Document.
Updated the Azure configuration.
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LE - MS DYNAMICS Integration Guide
Introduction
The CRM Widget offers integration and communication between LiveEngage 2.0 and most popular CRM platforms such as Zendesk, Netsuite, Microsoft Dynamics, Sugar, etc. This guide will walk you through the steps to install, configure and use the Microsoft Dynamics Widget. The LiveEngage MS Dynamics Widget will allow viewing MS Dynamics information, the creation of tickets, and attaching chat transcripts to the tickets, inside LiveEngage platform. If you are currently subscribed to other or different CRM, please contact your Account Manager to obtain the correct User Guide.
Supported LE Channels
Chat
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