Although the integrations below are not required to collect satisfaction feedback from cases, we still recommend setting them up so you can take full advantage of Microsoft Dynamics' case workflows.
Adding surveys in Microsoft Dynamics
Simplesat surveys can be added to Microsoft Dynamics email notifications send from workflows.
Authenticating with Microsoft Dynamics
To authenticate Simplesat access the Microsoft Dynamics integrations page here.
Click the Activate integration button and fill in your Microsoft Dynamics URL.
For example, https://simplesat.crm.dynamics.com/
You need to include https://
Log in with your Microsoft account and click accept.
Update contact/case with Simplesat feedback
Simplesat will send data back to custom fields in Microsoft Dynamics.
Fields can be created under any entity, but for Simplesat's integrations they're only needed under contacts or cases (or both).
Depending on which integration you'd like to use pick either contacts or cases in the steps below.
Microsoft Dynamics is currently working on a new settings experience, which overhauls how the settings look. Scroll down for the guide using the new settings experience.
Old settings:
Start by going to advanced settings in Microsoft Dynamics.
Next, click the arrow next to settings and go to customizations.
Then go to Customize the system.
A new page should open, in the left side bar go to Components > Entities > Contact or Case > Fields then click new.
Here you'll need to create 3 fields: Rating, Sentiment and Comment. Use these settings and leave all other settings the default:
Rating:
Display name: Simplesat rating
Name: new_simplesatrating
Sentiment:
Display name: Simplesat sentiment
Name: new_simplesatsentiment
Comment:
Display name: Simplesat comment
Name: new_simplesatcomment
Maximum length: 1000
After the fields are created go back to Components > Entities > Contact or Case but this time go to forms.
Open the form where you would like your fields to be displayed.
The defaults are contact for multisession experience for contacts and case for interactive experience for cases. However, these might vary depending on your configuration.
To determine which form is in use, the easiest approach is to open the forms and compare the field layout. If the layout matches what you’re working with, you’ll know which form you’re using.
Next, drag the Simplesat rating, sentiment and comment from the field explorer to where you want them to be displayed in your case / contact.
It should look something like this:
When you're done click save and publish.
Finally, go to the Microsoft Dynamics integration page by clicking here.
Scroll down to the integration you'd like to use and click activate integration.
New settings experience:
Start by going to advanced settings in Microsoft Dynamics.
Next, click on solutions in the left sidebar.
Then click on your Dynamics solution.
A new page should open, in the left side bar go to objects and then search for either case or contact depending on where you'd like to add the fields.
First off you'll need to create some columns. To do this, go to columns and click on new column.
Create the following columns:
Display name: Simplesat rating
Data type: number > whole number
Display name: Simplesat sentiment
Data type: text > single line of text > plain text
Display name: Simplesat sentiment
Data type: text > multiple lines of text > plain text
Once that's all set up, go to forms in the left sidebar:
Click on the form where you would like to display your fields.
The defaults are contact for multisession experience for contacts and case for interactive experience for cases. However, these might vary depending on your configuration.
To determine which form is in use, the easiest approach is to open the forms and compare the field layout. If the layout matches what you’re working with, you’ll know which form you’re using.
In your form, click the area where you would like your fields to be displayed.
Then, in the left sidebar, click on the 3 dots next to the Simplesat rating, Simplesat sentiment and Simplesat comment fields and click add to selected area.
When you're done click save and publish.
Finally, go to the Microsoft Dynamics integration page by clicking here.
Scroll down to the integration you'd like to use and click activate integration.