Create a task in Microsoft Dynamics CRM

  • Release version: Yokohama
  • Updated January 30, 2025
  • 1 minute to read

    • Create a task in the Microsoft Dynamics CRM platform from your ServiceNow instance and receive updates to the task in your ServiceNow instance.

    Before you begin

    Role required: sn_acct_lc.ale_success_agent

    Procedure

    1. Navigate to All > Customer Success > All Risks and Issues.
    2. Open the risk record for which you want to create a task.
    3. If you have configured the Create CRM task option, you can see it on the Risk and Issue page.
      See Integrating with Microsoft Dynamics CRM for details on configuring this option.

      MS Dynamics CRM: Create CRM task
    4. Select Create CRM task.
      A new task is created in the Microsoft Dynamics CRM platform. The details of the account, engagement, and contracts associated with the risk record are displayed.
      Note:
      If you modify or update Priority or Status fields in the task that was created, the updates are displayed as work notes in your ServiceNow instance.
    5. Navigate to Workspaces > CSM/FSM Configurable Workspace and select the List icon.
    6. Navigate to Customer Success > All Risks and Issues and open a risk record.
      You can see the work notes that show how the task was updated.

      CRM Task work notes
      Work notes are displayed if you have configured:
      • The Microsoft Dynamics CRM update mechanism (so that Microsoft Dynamics CRM can access the Microsoft Dynamics spoke webhook) when the configured event occurs in the task table. See Set up Microsoft Dynamics CRM spoke for details.
      • Microsoft Dynamics CRM spoke (see Microsoft Dynamics CRM Spoke).
        • Decision table as per the requirement
        • Webhook (Dynamics Webhook Callbacks)
      • Customer Success Management application has been configured for Microsoft Dynamics CRM integration. See Integrating with Microsoft Dynamics CRM for details.