Now that the Microsoft Dynamics CRM section is complete , it's time to configure the Zendesk data display of Microsoft Dynamics CRM information.
- Once again, in your Microsoft Dynamics CRM instance, open your newly created Zendesk Configuration page.
- In the Zendesk Configuration page, find the Mapped record types section and select the Microsoft Dynamics CRM fields that you want to appear in a Zendesk user profile.
To do so, select a field from Microsoft Dynamics CRM (1) and click the arrow (2). The fields that appear on the right (3) are the ones that will be in each Zendesk user profile.
- Now log in to your Zendesk portal. (You need administrator access for the remaining steps.)
- In Zendesk, click the Manage icon in the sidebar, then select Extensions.
- Click the CRM tab and pick Microsoft Dynamics 2011 from the drop list for your CRM.
- Complete the following information:
- Select a hosting type – select the type of Microsoft Dynamics you are using.
- Cloud – the online offering of Microsoft Dynamics in the cloud. Typically uses Office365 for authentication.
- On-premise – an on-premise installed version of Microsoft Dynamics. Typically utilizes Active Directory (AD) for authentication and may be behind a firewall.
- Internet facing deploy (IFD) – another flavor of on-premise installed in the cloud. Typically utilizes Active Directory Federation Services (ADFS) for authentication and is usually externally exposed.
- Web service address - stores the address of the web service required for the user profile lookup. If you are not hosting your own IIS server, enter URL: http://zendeskadapter.cloudapp.net/ . If you are hosting your own IIS server, enter the address where the IIS server is running.
- CRM server address - stores the actual address of your Microsoft Dynamics CRM online instance. Make sure you enter the full URL, including "https" if SSL is enabled.
- Additional Domains ( Only available for On-Premise and IFD hosting types) – deprecated, no longer utilized.
- Domain Name ( Only available for On-Premise and IFD hosting types) – This should be the network domain of your login (ie Domainname\Username).
- Username - is your Microsoft Dynamics CRM online username. Typically, this is your email address.
- Password - is your Microsoft Dynamics CRM online password.
- Discovery URI - you can locate this information in Microsoft Dynamics by selecting Settings > Customizations > Developer Resources .
- Organization Name - you can locate this information in Microsoft Dynamics by selecting Settings > Customizations > Developer Resources . This is located under the Organization Unique Name.
- Organization URI - you can locate this information in Microsoft Dynamics by selecting Settings > Customizations > Developer Resources . Make sure you select Organization Service for the SOAP protocol.
- User data lookup - enables the user profile lookup in Zendesk.
- Example -
- Click Save Tab .
The connection is tested, and, if successful, the page refreshes and your settings are complete. If the test fails, you receive an error message. If you get an error, review your settings.
- Once this portion is set up, you now need to add the Microsoft Dynamics CRM application to your ticket pages.
Simply navigate back to Manage > Browse , locate the application tile for Microsoft Dynamics , click the Install button, and give the application a name.
Now, on a ticket page, simply expand the Apps panel on the right hand side of the page and you will see your information from Microsoft Dynamics pulled in.
Configure the ticket-to-case capabilities (optional)
Zendesk enables you to send core ticket information to Microsoft Dynamics CRM cases using a target. This is useful for including Zendesk tickets in support analytics generated through the Microsoft Dynamics CRM reporting module.
This feature is designed to send basic ticket information for reporting. Ticket comments are not replicated in the Microsoft Dynamics CRM case.
Here are the key rules for case creation from a Zendesk ticket:
- Ticket-to-case is a one-way push of Zendesk ticket data to a case.
- If the case is modified in Microsoft Dynamics CRM, the Zendesk ticket is not updated.
- If a case is created from a Zendesk ticket, a subsequent push of the same Zendesk ticket will create another case.
- A case will always be associated with a contact, where the contact's email address matches the Zendesk ticket requester's email address. If no contact with a matching email exists, a new contact is created and associated with the case.
To enable this feature, complete the following steps:
- In Zendesk, create a trigger based on the criteria you want a ticket to meet to create a case in Microsoft Dynamics CRM 2011. For details, see Notifying external targets.
A target is automatically created when the Microsoft Dynamics CRM setup is complete in Zendesk.
- In Microsoft Dynamics CRM, open the Zendesk Configuration page. In the Mapped record types section, map the standard Zendesk ticket field values to the corresponding field and field values in Microsoft Dynamics CRM cases.
- Here's a list of the fields that are synched to Dynamics CRM cases:
- Zendesk ticket requester
- Zendesk ticket status
- Zendesk ticket type
- Zendesk ticket priority
- Zendesk ticket subject
- Zendesk ticket description
- Zendesk ticket created date
- Date the case was sent over to Dynamics