Collaborate with Teams

Applies to Dynamics 365 for Customer Engagement apps version 9.x

Once installed, the Dynamics 365 app for Teams enables collaborating with others through Dynamics 365 for Customer Engagement apps record connections made in teams and channels in Microsoft Teams.

Connect a Dynamics 365 for Customer Engagement apps record or view to a team channel

From a team channel, you can connect a Dynamics 365 for Customer Engagement apps record or view to collaborate on customer accounts, opportunities, and so on as follows.

  1. Open a team channel and select the Add button (Add button).

    Select Add button

  2. Select the Dynamics 365 icon to pin a Dynamics 365 for Customer Engagement apps record to a channel.

    Add Dynamics 365 for Customer Engagement appsTeam channel

  3. Select Entity Selection or View Selection.

    3.1 Entity Selection: Search for an entity to connect. You can pick a recently viewed record or use search to find records. You can use Filter by to narrow the search to an entity type. Once you've picked a record, select Save.

    Search for entity

    Once you complete the above steps, you'll see a notification of a successful connection and the Dynamics 365 for Customer Engagement apps record appears in the menu bar. You can interact with the record as if you were using the Dynamics 365 for Customer Engagement apps. Those with Write permissions can edit the record. Changes will be synchronized with the Dynamics 365 for Customer Engagement apps.

    Record successfully connected and pinned

    Two connection states

    There are two connection states possible when connecting Dynamics 365 for Customer Engagement apps and Microsoft Teams: successful and failed.

    The successful connection state indicates that the connection was successfully saved in Dynamics 365 for Customer Engagement apps so that the link to the connected Microsoft Teams channel appears on the Dynamics 365 for Customer Engagement apps page and the files used on this channel also appear on the Documents tab in Dynamics 365 for Customer Engagement apps.

    A failed connection means the connection was not successfully saved. When seeing this message, you should remove and connect the record again. See: Error: This record is not connected to Dynamics 365. Repin the tab and try again.

    View and associate files

    Select the Files tab in the connected Teams channel to associate files with a Dynamics 365 for Customer Engagement apps record. Files added here will appear in Dynamics 365 for Customer Engagement apps under Documents for the linked record. Likewise, when you add a document to a record in Dynamics 365 for Customer Engagement apps, that document will appear in Teams under the Files tab.

    Files tab in Teams app

    3.2 View Selection: Select an entity to see the list of available views in Dynamics 365 Customer Engagement app. Once you've picked a view, select Save.

    Select a view

    Select a view

    Once you complete the above steps, you'll see the Dynamics 365 for Customer Engagement app entity view in the new added tab.

    My View in Teams

    Note

    • If you select a personal view (My Views) instead of System Views, it’s recommended that you share the view with other users in Teams before you add the view to the Teams channel. Otherwise, other team members will not hae access to the view content.

    Select from My View

  4. If you have multiple environments or app modules, you can change the environment and app module by selecting Edit (Edit) to specify which environment or app module to use in Teams.

    Specify org and app

    You can enable Remember this preference to set the environment and app selections to be the default personal dashboard that appears when you select My Dashboard.

    You can return to these settings any time by selecting the Settings tab.

Open a record or view in Dynamics 365 for Customer Engagement apps

It's easy to use Teams to open a record or view in Dynamics 365 for Customer Engagement apps. From the Dynamics 365 tab pinned in a Teams channel, select the Go to website button to open the record or view in Dynamics 365 for Customer Engagement apps.

Open a record in Dynamics 365 for Customer Engagement apps

Have a conversation

You can chat with your team members side-by-side with the Dynamics 365 tab. From the Dynamics 365 tab pinned in a Teams channel, select the Show tab converation button to open the conversation tab.

Start a conversation

Teams integration in Dynamics 365 for Customer Engagement apps

In Dynamics 365 for Customer Engagement apps, you can see the connected Microsoft Teams channel and files from the Microsoft Teams channel.

In Dynamics 365 for Customer Engagement apps records, select Collaborate to display a list of all the connected team channels. Then, select a team channel to go to the relevant channel conversation in Teams.

From Dynamics 365 for Customer Engagement apps, open a conversation in Teams

In addition, document management actions in Dynamics 365 for Customer Engagement apps are integrated with Teams. You can see the channel file library in Dynamics 365 for Customer Engagement apps and directly upload files; uploaded files will appear in the Teams channel file library under the Files tab. Files uploaded in the Teams app will appear in the Documents tab in Dynamics 365 for Customer Engagement apps.

Dynamics 365 for Customer Engagement apps document management in Teams

If you see this message: Shared files exist in multiple locations. Select "Document Location" to see files in other locations.

Shared files in multiple locations

When there is more than one Microsoft Teams channel connected to a Dynamics 365 for Customer Engagement apps record, each of the channels appears as a separate document location in Dynamics. You can switch to a different location by selecting Document Location to specify the location of the file.

Change document location

To view a consolidated file list across all document locations including all connected team channel file libraries, from Document Location select All Locations.

Document location

Document location

Record types supporting Collaborate

Currently, the following record types only support Microsoft Teams collaborate capabilities in Dynamisc 365 Customer Engagement app. The Collaborate button and file share feature will only work with the record types listed below in Dynamisc 365 Customer Engagement app.

Note

The list below shows the logical name of an entity (not the display name).

  • Account
  • Agreement
  • Annotation
  • Appointment
  • Businessunit
  • Campaign
  • Case
  • Category
  • Competitor
  • Contact
  • Email
  • Expense
  • Fulfillment Preference
  • Inventory Adjustment
  • Inventory Transfer
  • Invoice
  • Kbarticle
  • Knowledge Article
  • Lead
  • Opportunity
  • Opportunityproduct
  • Order
  • Product
  • Project
  • Purchase Order
  • Purchase Order Receipt
  • Quote
  • Resource Request
  • RMA
  • RMA Receipt
  • RTV
  • Sales Literature
  • Task
  • Team
  • Work Order

See also

Install the app and set up the Teams tab