Enable integration with Microsoft Dynamics CRM

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 platforms. This integration supports customer success managers in tracking renewals, assessing risks, and creating renewal opportunities throughout the engagement lifecycle. It is designed to work with the Customer Success Management application and can be extended to other CRM platforms.

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Key Features

Create renewal opportunities directly from renewal playbooks.
Automatically create tasks from risk records when renewal dates are missing.
Update ServiceNow records in real-time when changes occur in the Microsoft Dynamics CRM task table.
Optional UI action to create CRM tasks within ServiceNow.
Use of script includes like DynamicsCRMMappingConstants for mapping ServiceNow Sys IDs to CRM GUIDs, and AleCRMUtilOOB for executing CRM platform actions such as creating opportunities or tasks.

Configuration and Setup

Prerequisite: Recommended Actions application must be configured before enabling integration.
Set up the Microsoft Dynamics CRM spoke in ServiceNow.
In Microsoft Dynamics CRM, create accounts matching those linked to internal play tasks and risk records to ensure accurate mapping.
Create corresponding currencies in Microsoft Dynamics CRM and define their symbols in the TechOnbConstants script include for currency mapping.
Customize the getRiskSysIdFromCRMRequest() function in the DynamicsCRMTaskUpdateHandlerUtilOOB script include to handle CRM task update events.
Configure the Process Task Update Event demo action and add it to the Microsoft Dynamics CRM Spoke decision table for webhook processing.

Practical Usage

Once integrated, you can programmatically create opportunities and tasks in Microsoft Dynamics CRM directly from ServiceNow using the executeAction function of the AleCRMUtilOOB script include. This function requires specifying the CRM platform name, action type (e.g., opportunity creation, task creation), and relevant record data (such as risk signal or internal play task SysIDs).

Example actions supported include:

Creating renewal opportunities in Microsoft Dynamics CRM from ServiceNow renewal playbooks.
Creating CRM tasks from risk signals in ServiceNow and receiving task updates back into ServiceNow.

Key Outcomes

Enhanced visibility and management of customer renewals and risks by synchronizing data between ServiceNow and Microsoft Dynamics CRM.
Streamlined workflows for customer success managers through automated creation and updating of CRM records from ServiceNow.
Improved data consistency and reduced manual effort with bi-directional updates between platforms.

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.

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 for details.

Set up the Microsoft Dynamics CRM spoke. See Microsoft Dynamics CRM Spoke for details.
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.
  
  Before creating a task from the risk signal, make a note of the account associated with Risk and Issue record as shown below.
  
  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'
};
```
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.
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 sub flow which you would need to create and add it in the decision table (Dynamics CRM Webhook Decision Policy) of Microsoft Dynamics CRM Spoke.
(Optional) You can optionally configure an UI action to create a CRM task in your ServiceNow instance.

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.

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));

After you have setup the integration, you can do the following: