How Does Microsoft Teams Integrate with Dynamics 365?
As organisations increasingly use Microsoft Teams as their teamwork hub, connecting Dynamics 365 helps create a single, shared workspace.
Similar to how users can surface data from Dynamics through the D365 App for Outlook, so Teams offers the flexibility to find, read and update records, alongside its chat and collaboration features.
Setting Up Integration
By default, Microsoft Teams integration is disabled in the Common Data Service. To enable this, follow instructions on the Microsoft Docs site.
Connecting Dynamics 365 Records and Views
From an existing Teams channel, users can select the Add + button to add a new Dynamics 365 tab. With the appropriate Dynamics environment and app selected, an existing record or entity view can be selected.
With the basic Teams collaboration option enabled, a pop-up window will allow the user to complete this connection to an existing channel they are a member of, or create a new Teams channel.
Alternatively, with enhanced Teams collaboration enabled, users can connect a record or view to a channel from a model-driven app in Dynamics 365. This will also enable recommended team members to be added.
In this scenario, the collaborate option can be selected from the command bar in the D365 Sales Hub, Customer Service Hub and other Dynamics apps.
Watch our demonstration to see examples of how to connect Dynamics 365 records and views with Teams.
Viewing & Editing Records
Dynamics records can be viewed by any member of a Teams channel, even if they aren't a Dynamics user, but only Dynamics 365 users licensed with sufficient edit permissions can write changes.
Clicking the 'go to website' will open the pinned record in a separate Teams window.
By pinning Dynamics records and views, chat sessions can be handled directly alongside the model-driven app tab within the Teams channel.
Clicking the show tab conversation will open the chat panel to start a new conversation, or continue an existing chat. This enables all channel members to comment within the context of the view or record - even if they aren't a Dynamics 365 user.
Sharing Documents and Files
From the Files tab in the connected Team channel, uploaded files will be linked to the associated Dynamics 365 record and shown under in the Documents view. Equally, when documents are uploaded to the record in the Dynamics app, these subsequently appear in the Files tab for linked records.
For instances where a Dynamics record may be associated with multiple Teams channels these can be individually browsed from the app record. Users can also select all locations in Dynamics to access files across each channel.
Which Dynamics entities support Teams integration?
Standard Dynamics 365 entities which support the Microsoft Teams collaboration button and file share capabilities include: Accounts, Cases, Contacts, Invoices, Knowledge Articles, Leads, Opportunities, Orders, Products, Quotes, Tasks and Work Orders.
Using the Dynamics 365 Bot
In the Dynamics 365 app for Microsoft Teams, a bot feature enables searching across app records in an associated environment.
From the chat tab of the D365 app in Teams, users are able to search and show records within the Teams interface. For example, this could be a query to 'show my active cases', or search across Dynamics records using a keyword(s).
Record searches will show results by entity type. Once selected, matching records are shown enabling users to drill into these records. From the record summary the bot will promote suggest contextual views. For example, this may include viewing all activities on the selected record, or all associated contacts.
Watch a demonstration of the Dynamics search bot for Teams.
By using the Teams mobile app, this provides a further option to quickly check any detail in Dynamics 365 on the go.
From the Dynamics 365 app in Teams, the 'My Dashboard' tab will bring up system and personal dashboards based on the user signed in.
What's New & Coming Soon?
The Release Plans covering the 2020 Wave 1 Update for Dynamics 365 includes:
- Digital Messaging Support for Microsoft Teams in Omnichannel for Customer Services
- Integration between Teams and the upcoming Dynamics 365 Project Operations app
- Post SLA warning actions through Microsoft Teams
Please get in touch if you want to find out more about Microsoft Teams and how this can be integrated with your Dynamics 365 applications.