Connect Dynamics 365 for Customer Engagement apps and Social Engagement
Microsoft Social Engagement will be discontinued on January 16, 2020. Additionally, starting October 1, 2019, the service will no longer support Twitter as a data source. For more information, see Changes coming to Dynamics 365 Market Insights preview and Microsoft Social Engagement.
Set up the connection between a Dynamics 365 for Customer Engagement instance and Social Engagement so you can link social posts to Customer Engagement apps. Linking posts lets you create Customer Engagement records from social posts that were found in Social Engagement by using the Automatic Record Creation and Update Rules feature.
Prerequisites to establish a connection
The following prerequisites apply to both Dynamics 365 for Customer Engagement and Dynamics 365 (on-premises). Prerequisites specific to Dynamics 365 for Customer Engagement or Microsoft Dynamics 365 are listed later in this topic.
You have a license assigned for both Dynamics 365 for Customer Engagement and Microsoft Social Engagement.
You have a System Administrator security role in your Dynamics 365 for Customer Engagement instance. Contact your system administrator if you need an upgrade to your licensed products or an update to your permissions.
You have an Administrator user role in Social Engagement. To find out your user role in Social Engagement, go to Settings > Personal Settings > Your Preferences.
Your browser is likely to block any pop-up windows opened by Social Engagement when authenticating to Customer Engagement, Twitter, or Facebook. Learn more about the recommended browser settings to manage authentication pop-up windows.
Additional prerequisites to connect with Dynamics 365 for Customer Engagement (online) apps
Your Dynamics 365 for Customer Engagement instance is upgraded to Dynamics CRM Online 2015 Update 1 or a later release.
Your Dynamics 365 for Customer Engagement instance is ready to receive social data. More information: TechNet: Control social data
Additional prerequisites to connect with Dynamics 365 for Customer Engagement (on-premises) (IFD-enabled) apps
You have upgraded to at least Microsoft Dynamics 365 (on-premises) and the deployment is IFD-enabled.
Your Customer Engagement (on-premises) instance is an Internet-facing deployment (IFD) with a public IP address.
More information: TechNet: Configure IFD
Enable OAuth support by following the post-installation and configuration guidelines.
Register your Social Engagement solution so that it can connect to and authenticate with the Customer Engagement server, and access the web services. Each solution that you want to connect with Customer Engagement (on-premises) (IFD-enabled) should be registered as a RedirectUri. Use the following command to register with the desktop client:
Add-AdfsClient -Name MSE -ClientId e8ab36af-d4be-4833-a38b-4d6cf1cfd525 -RedirectUri @("https://app.mi.ai.dynamics.com/api/connect/version/1.0/solutions/<solutionid>/crm/oauthRedirect","https://listening-prod.dynamics.com/api/connect/version/1.0/solutions/<solutionid>/crm/oauthRedirect") -Description "OAuth 2.0 client for MSE"
More information: TechNet: Walkthrough: Register an app with Active Directory
The Link to Dynamics 365 feature doesn't support Microsoft Dynamics 365 (on-premises) apps in combination with the Internet Explorer or Microsoft Edge browsers.
Establish a connection between Social Engagement and Customer Engagement apps
To connect the services, both both of them must be part of the same organization's Office 365 subscription.
Connect Social Engagement and Dynamics 365 for Customer Engagement
In Social Engagement, go to Settings > Connections > Microsoft Dynamics 365 for Customer Engagement.
Click Add connection .
Select the Connection type from the drop-down list.
Provide the connection information for your Customer Engagement instance.
Dynamics 365 for Customer Engagement apps
Select Dynamics 365 (online) and then click Check Instances to automatically discover all available Customer Engagement instances in your Office 365 tenant.
Select the Customer Engagement instance you want to connect to from the list of discovered Customer Engagement instances for the selected location. For more information about the discovery process, see Discover the URL for your organization using the Web API.
Based on the selected Customer Engagement instance, the value in the Name field changes. You can update the Customer Engagement name if required.
For Dynamics 365 for Customer Engagement (on-premises) apps
Select Dynamics 365 (On-Premises) and add the details of your Customer Engagement instance and enter a unique name for the connection.
Click Next .
If the connection was successful, the Dynamics 365 Instance pane opens and shows you the details about the connected instance.
If the the connection to an on-premises instance doesn't succeed and leads to an OAUTH ERROR, verify that the on-premises instance is configured correctly using this curl request:
curl https://<CRM_URL>:<PORT>/XRMServices/2011/Organization.svc/web?SdkClientVersion=184.108.40.2063 -vThe expected reply is in this form:
HTTP/1.1 401 Unauthorized WWW-Authenticate: Bearer redirect_uri=<URI>, Params=<string>
You can set the Set as default control to ON to have this instance selected by default when creating new links to Customer Engagement records from social posts.
If you changed a value in the Dynamics 365 for Customer Engagement Instance pane, click Save to apply your changes.
The connected Customer Engagement instance is now listed in the main pane when you go to Settings > Connections > Microsoft Dynamics 365.
Now that you've connected Dynamics 365 for Customer Engagement and Social Engagement, you can define entity details in Social Engagement to specify information for the Social Activity entity that is created when you link a post to Customer Engagement.
When you are satisfied with the configuration of the entities, configure the Record Creation Rules in Dynamics 365 for Customer Engagement settings to automatically create Customer Engagement records from Social Activity entities.
By enabling Microsoft Social Engagement to connect to Dynamics 365 for Customer Engagement, you will allow data to be sent to Customer Engagement apps using an individual action on a post or automation rules.
Customer Engagement apps store the data from Microsoft Social Engagement as a SocialActivity and a SocialProfile entity, and subsequently may convert the SocialActivity into a different record type based on predefined rules. Any Customer Engagement user with the required permission to access Customer Engagement records will be able to access and/or process this data.
Note that the data sent from Microsoft Social Engagement includes both Social Content and customer data. Specifically, the data includes Social Content information about the social post (author and text) as well as customer data in the form of enriched information, such as sentiment and tags. For complete information about the content of the data sent to Customer Engagement apps, please see the payload properties topic.
Link posts from Social Engagement to Dynamics 365 for Customer Engagement apps
Create a Dynamics 365 for Customer Engagement record from a social post
Manage the connection between Dynamics 365 for Customer Engagement instances and Social Engagement
Administer Microsoft Social Engagement