Integrating with Microsoft Dynamics CRM

Release version: Yokohama

Updated January 30, 2025

3 minutes to read

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Summary of Integrating with Microsoft Dynamics CRM

This integration connects your ServiceNow instance with the Microsoft Dynamics CRM platform using the Microsoft Dynamics CRM spoke. It enables seamless data exchange and process synchronization, particularly useful during the customer engagement lifecycle to track renewals, assess risks, and create renewal opportunities.

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The integration is included with the Customer Success Management application and supports additional CRM platforms. Key supported use cases include creating renewal opportunities from playbooks, generating tasks from risk records lacking renewal dates, and updating ServiceNow records when Microsoft Dynamics CRM task data changes.

Configuration and Setup

The Recommended Actions application must be configured first to enable account onboarding capabilities.
Set up the Microsoft Dynamics CRM spoke within ServiceNow as a foundational step.
On the Microsoft Dynamics CRM side, create accounts matching the names used in ServiceNow internal play tasks and risk records to ensure proper mapping.
Create currencies in Microsoft Dynamics CRM that match those in the ServiceNow Customer contracts table, and define corresponding currency symbols in the TechOnbConstants script include.
Use DynamicsCRMMappingConstants script include to map ServiceNow Sys IDs to Microsoft Dynamics CRM GUIDs, ensuring correct data synchronization.
Customize the getRiskSysIdFromCRMRequest() function in the DynamicsCRMTaskUpdateHandlerUtilOOB script include to process task updates from Microsoft Dynamics CRM and update risk signal records accordingly.
Optionally, configure a UI action in ServiceNow to create CRM tasks, leveraging the AleCRMUtilOOB script include for interaction with CRM platforms.

Key Features and Usage

The executeAction function in AleCRMUtil enables creating opportunities or tasks on Microsoft Dynamics CRM by specifying the platform name, action type, and related record data.
Example scripts are available to demonstrate how to create opportunities and tasks in Microsoft Dynamics CRM from ServiceNow, facilitating automation and consistent data flow.
The integration allows automatic updates of ServiceNow records when changes occur in Microsoft Dynamics CRM task tables, maintaining alignment between systems.

Benefits for ServiceNow Customers

Streamlines customer engagement by synchronizing renewal and risk data between ServiceNow and Microsoft Dynamics CRM.
Enhances visibility into renewal opportunities and risk signals through automated task and opportunity creation.
Supports multi-currency environments by mapping currencies accurately between platforms.
Provides flexibility to customize task update handling and extend integration via UI actions and scripting.

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.

By enabling integration of the Microsoft Dynamics CRM platform during the engagement lifecycle you can track renewals, assess risks, and create renewal opportunities. 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: