---
sourceDocument: Australia Customer Success Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/acct-lifecycle-events

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Success Management

ft:clusterId :

    - actle

bundleId :

    - actle

workflow :

    - Customer and Industry


---

# Microsoft Dynamics CRM integration

# Enable integration with Microsoft Dynamics CRM {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
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## Summary of Enable integration with Microsoft Dynamics CRM

Integrating ServiceNow with Microsoft Dynamics CRM via the Microsoft Dynamics CRM spoke enables seamless data exchange and process synchronization between the two platforms.
This integration is designed to support Customer Success Management by allowing customer success managers to track renewals, assess risks, and create renewal opportunities during the engagement lifecycle.
It is available with the Customer Success Management application and can be configured for other CRM platforms.
Show full answer Show less  

## Key Features

* Create renewal opportunities in Microsoft Dynamics CRM directly from renewal playbooks in ServiceNow.
* Automatically create tasks in Microsoft Dynamics CRM from risk records when renewal dates are missing.
* Update ServiceNow records in real-time when changes occur in Microsoft Dynamics CRM task tables.
* Use script includes like `AleCRMUtilOOB` and functions such as `executeAction` to perform CRM actions programmatically.
* Define mappings between ServiceNow Sys IDs and Microsoft Dynamics CRM GUIDs using the `DynamicsCRMMappingConstants` script include.
* Customize task update handling with the `DynamicsCRMTaskUpdateHandlerUtilOOB` script include and leverage subflows and decision tables for webhook processing.
* Optionally configure UI actions in ServiceNow to create Microsoft Dynamics CRM tasks directly.

## Configuration Requirements

* Set up the Microsoft Dynamics CRM spoke in ServiceNow.
* Configure the Recommended Actions application prior to enabling the integration.
* Create accounts in Microsoft Dynamics CRM with names matching ServiceNow internal play tasks and risk records for proper mapping.
* Define corresponding currencies on the Microsoft Dynamics CRM platform and update currency mappings in the `TechOnbConstants` script include.
* Establish mappings between ServiceNow and Microsoft Dynamics CRM identifiers for accurate data synchronization.

## Practical Outcomes

* ServiceNow users can create and track renewal opportunities and tasks in Microsoft Dynamics CRM directly from their ServiceNow instance.
* Risk and issue data in ServiceNow can trigger task creation in Microsoft Dynamics CRM, improving risk management workflows.
* Task updates in Microsoft Dynamics CRM are reflected back in ServiceNow, ensuring data consistency and up-to-date records.
* Developers and administrators can automate CRM interactions through provided script includes and sample code snippets, streamlining integration operations.  
Integrating your ServiceNow instance with the Microsoft Dynamics CRM platform enables seamless data exchange and process synchronization between the two platforms. This integration is done through the Microsoft Dynamics CRM
spoke.

When the Microsoft Dynamics CRM integrated is enabled, customer success managers can track renewals, assess risks, and create renewal opportunities during the engagement lifecycle. The Microsoft Dynamics CRM integration is available
with the Customer Success Management application and can be configured to work with other CRM platforms.  
The following use cases are supported:

* Creating opportunity for renewals from renewal playbooks.
* Creating task from risk record when renewal date is missing in the account.
* Updating the ServiceNow records when any change is made to the CRM task table.
{#account-lifecycle-crm-integration__ul_frn_myp_5dc}  
To set up the integration, follow these steps:  
Note:  
Before you set the integration, you must configured the Recommended Actions application. See [Set up recommended actions for account onboarding](https://servicenow-prod.fluidtopics.net/6mMkVtLKC9UF2efIfS3isg "Set up recommended actions to display relevant recommendations in the account onboarding playbook.") for details.

1. Set up the Microsoft Dynamics CRM spoke. See [Microsoft Dynamics CRM Spoke](https://www.servicenow.com/docs/access?context=microsoft-dynamics-crm-spoke&version=australia&pubname=australia-integrate-applications&ft:locale=en-US) for details.
2. On the Microsoft Dynamics CRM platform, you must do the following:
   * Create an account with the same name as the account associated with your internal play task.Before creating an opportunity from an internal play task, make a note of the account associated with the task.

     <br />

     <br />

     Before creating a task from the risk signal, make a note of the account associated with Risk and Issue record as shown below.  

     <br />

     In the Microsoft Dynamics CRM platform, you must create an account with the same account name (Genixify) associated with your internal play task as shown in the above examples. This account must
     be configured later in the mapping file.
   * Create currencies that correspond to the currencies in the Customer contracts table. While creating currencies, you must add the name of the currency with the symbol in the `TechOnbConstants` script include as follows:  

         TechOnbConstants.MS_DYNAMICS_CRM_CURRENCY = {
             '£': 'CURRENCY_GBP',
             '$': 'CURRENCY_USD',
             '€': 'CURRENCY_EUR',
             '¥': 'CURRENCY_JPY',
             'CHF': 'CURRENCY_CHF'
         };

   {#account-lifecycle-crm-integration__ul_mdg_ghw_ydc}  
   Note:  
   Use the DynamicsCRMMappingConstants script include to define mappings between ServiceNow Sys IDs and their corresponding GUIDs in Microsoft Dynamics CRM.
   Sample mappings are shown in the following image.  

   <br />

3. Update the `getRiskSysIdFromCRMRequest()` function in the `DynamicsCRMTaskUpdateHandlerUtilOOB` script include to handle the task updates from Microsoft Dynamics CRM by processing the input parameters and updating the associated risk signal record.

   The Process Task Update Event demo action can be further configured and added as part of a sub flow. Create the sub flow and add it to the decision table (Dynamics CRM Webhook Decision Policy) of Microsoft Dynamics CRM Spoke.
4. (Optional) You can optionally configure an UI action to create a CRM task in your ServiceNow instance.
5. Use the `AleCRMUtilOOB` script include to interact with CRM platforms like Microsoft Dynamics CRM.

   Use The `executeAction` function perform actions like creating opportunities or tasks on the CRM
   platform.  

       executeAction(CRMPlatformName, action, recordData)
       where 
       - CRMPlatformName is the name of the CRM platform on actions are to be performed.
       - action is the action to be performed 
       - recordData is the SysID of the risk signal record that is updated when the action is performed.

{#account-lifecycle-crm-integration__ol_f5r_vyp_5dc}The following examples show how you can create an opportunity or a task in Microsoft Dynamics CRM:

* Creating an Opportunity in Microsoft Dynamics CRM:  

      var aleCRMUtil = new AleCRMUtil();

      var CRMPlatformName = 'MS_DYNAMICS';
      var action = 'OpportunityCreationWithSpoke';
      var recordData = { internalPlayTaskSysId: '02de3efaeb3d5a10ddd6f94fbad0cd16' };

      var response = aleCRMUtil.executeAction(CRMPlatformName, action, recordData);

      gs.info('Opportunity Creation Response: ' + JSON.stringify(response));

* Creating a Task in Microsoft Dynamics CRM  

      var aleCRMUtil = new AleCRMUtil();

      var CRMPlatformName = 'MS_DYNAMICS';
      var action = 'TaskCreationWithSpoke';
      var recordData = { riskSignalIssuesSysId: 'b07062b53ba29a10be57327aa5e45a0c' };

      var response = aleCRMUtil.executeAction(CRMPlatformName, action, recordData);

      gs.info('Task Creation Response: ' + JSON.stringify(response));

{#account-lifecycle-crm-integration__ul_aq1_mzz_ydc}  
After you have setup the integration, you can do the following:

* [Create an opportunity in Microsoft Dynamics CRM](https://servicenow-prod.fluidtopics.net/zYM3RGMaBlHyhACPWl_jVA "Create a renewal opportunity in the Microsoft Dynamics CRM platform from your ServiceNow instance.")
* [Create a task in Microsoft Dynamics CRM](https://servicenow-prod.fluidtopics.net/E6_Rcohu5aHCQxDaOnWWTg "Create a task in the Microsoft Dynamics CRM platform from your ServiceNow instance and receive updates to the task in your ServiceNow instance.")
{#account-lifecycle-crm-integration__ul_okg_4c1_zdc}
* **[Create an opportunity in Microsoft Dynamics CRM](https://servicenow-prod.fluidtopics.net/zYM3RGMaBlHyhACPWl_jVA)**   
  Create a renewal opportunity in the Microsoft Dynamics CRM platform from your ServiceNow instance.
* **[Create a task in Microsoft Dynamics CRM](https://servicenow-prod.fluidtopics.net/E6_Rcohu5aHCQxDaOnWWTg)**   
  Create a task in the Microsoft Dynamics CRM platform from your ServiceNow instance and receive updates to the task in your ServiceNow instance.