Integrate Microsoft Social Engagement with Dynamics 365

In Dynamics 365, you can get powerful social insights by connecting Dynamics 365 to Social Engagement. Social Engagement puts social media at the fingertips of your sales teams, customer service agents, and everyone across the organization. The easy-to-understand widgets provide insights and help you understand what your customers or prospects are saying about your products, brands, and services. Identify any issues or compliments that are mentioned about your products or services on social media.

With Social Insights, you bring social media data directly into Dynamics 365 dashboards and entity forms. As an administrator, you configure the connection to Social Engagement and add the Social Insights controls to the entity forms and system dashboards. You use the Social Insights controls to specify what social data you want to see and in what form you want this data to be presented to you. When you set up the Social Insights controls, you choose a search topic or search topic category and visuals. After you choose the search topic or category, you pick the visuals. It can be a graph or chart, or some other visual representation of data. You can find a lot of interesting, useful, and easy-to-follow information.

The Social Insights widgets in your Dynamics 365 forms and dashboards provide convenient access to social data right where you work. At any time, you can click on any widget to be taken into Social Engagement to drill down and explore the data further.

Connect Dynamics 365 (online) to Microsoft Social Engagement for Social Insights

To configure the connection, you need to have a subscription to Social Engagement, be an authorized Social Engagement user, and have a Social Engagement instance provisioned for this Dynamics 365 instance.

Prerequisites

  • You need to have a System Administrator security role or equivalent permissions in Dynamics 365 (online).

  • You must ensure that your Dynamics 365 domain is added to the list of allowed domains in Social Engagement.

Connect Dynamics 365 (online) to Social Engagement

  1. In Dynamics 365, select Settings > Administration > Microsoft Social Engagement Configuration.

  2. Select Continue to accept the legal disclaimer.

  3. On the Microsoft Social Engagement Configuration page, in the Select the Microsoft Social Engagement solution to connect to drop-down box, choose the Microsoft Social Engagement instance to which you want to connect. Select the Select button next to the drop-down box. The Select button becomes dim to indicate that the selection is confirmed.

    Microsoft Social Engagement Configuration view

Connect Dynamics 365 on-premises to Microsoft Social Engagement for Social Insights

Prerequisites

  • You need to have a System Administrator security role or equivalent permissions in Dynamics 365 (online).

  • You must ensure that your Dynamics 365 domain is added to the list of allowed domains in Social Engagement.

Connect Dynamics 365 on-premises to Social Engagement

  1. In Dynamics 365, select Settings > Administration > Microsoft Social Engagement Configuration.

  2. Select Continue to accept the legal disclaimer.

  3. Follow the directions on the Microsoft Social Engagement Configuration page.

    Microsoft Social Engagement Configuration view

Add Social Engagement visuals to an entity form

To add Social Insights controls to an entity (record type) form, you have to use the form editor provided in the Dynamics 365 Customization area. You can position the Social Insights control anywhere on the form and resize it, just like you would do with the iFrame controls. You can make the control bigger by increasing the number of rows and spanning the control over several columns. This is important if you want to make a graph or a chart in the control appear larger and be more readable. More information: Use the form editor.

  1. Select Settings > Customizations > Customize the System.

  2. In the navigation pane, under Components, expand Entities.

  3. Expand the entity that you want to add the Social Insights control to. Select Forms.

  4. In the grid view, select the entity’s Main form.

  5. Select the Insert tab. At the top of the form, on the ribbon, select the Social Insights icon. In the setup dialog box, fill out the required fields, such as the unique name of the control and the label name.
    Choose to enable Pass record object-type code and unique identifier as parameters.

  6. Select OK. The Social Insights control is now added to the entity form. You can resize the control or move the control to another location on the form.

  7. Switch back to the Home tab. Select Save and then select Publish to publish the added customizations. The control called Configure Social Insights appears on all records based on this form. The search topics, search categories and visuals can be added to the control.

Add Social Engagement visuals to dashboards

You can add the Social Insights controls to the existing system dashboards or to a new dashboard. Let’s create a new dashboard and add the Social Insights control to it. We’ll use the Set Up Social Insights wizard to lead us through the setup. Shortly after the setup is finished and customizations are published, the charts and graphs with social data will appear on your dashboard.

  1. Select Settings > Customizations > Customize the System.

  2. In the Navigation Pane, under Components, select Dashboards.

  3. Select New on the command bar. Choose a layout and select Create.

  4. On the dashboard form, enter the name of the dashboard in the Name text box and select Save.

  5. To add the control, select Insert Social Insights icon in the center of the section on the dashboard form, or select More Commands ... on the command bar and then select Social Insights in the drop-down list. The Set Up Social Insights wizard appears.

    Configure Social Insights step 1

  6. In the Set Up Social Insights wizard, select Advanced. The Add Social Insights dialog appears. Fill in the required fields and select OK. You can also use the default values and select OK or Cancel to close the dialog box.

    Advanced configuration for Social Insights

  7. In the Set Up Social Insights wizard main window, select Search topic or Search topic category, and then select Next.

  8. To pick the search topic or the search topic category, in the drop-down list, select the topic or the category, depending on what you chose in the previous step and then select Next.

    Note

    You can create a new search topic, instead of choosing a search topic in the drop-down list. Select Create a new search topic, fill in the required fields, and select Next.

    Configure Social Insights step 2

  9. In the visuals drop-down list, select a graph or a chart you want. You can add as many visuals as you want and move them up and down the list using the MOVE UP and MOVE DOWN arrows. You can also delete a visual by selecting the delete icon displayed to the right of the visual. Select Finish.

    Configure Social Insights step 3

  10. On the command bar, select Save and then select Close.

  11. To publish the customizations, select Publish All Customizations on the command bar. After the customizations are published, you can see the Social Insights on your dashboard.

    Social Insights example widget

Set up search topics from within Dynamics 365

Search topics are usually created by Administrators or Power Analysts directly in the settings of Social Engagement. However, to get up and running quickly, users with Administrator or Power Analyst user roles in Social Engagement can set up searches from within Dynamics 365.

To have the full set of options for creating a search topic available, it’s a good idea to work directly in Social Engagement. Find out how to set up search topics in Social Engagement.

Reset Social Insights

This action deletes all existing data in Dynamics 365 for the search topics, search topic categories and visuals for Social Insights.

  1. Select Settings > Administration > Microsoft Social Engagement Configuration.

  2. On the Microsoft Social Engagement Configuration page, select Reset Social Insights. The Reset Social Insights Confirmation message box appears. Select Confirm, if you want to proceed, otherwise select Cancel.

    Confirm screen to reset Social Insights

Troubleshoot sign-in problems

Having trouble signing in to Social Engagement or another Dynamics 365 (online) service? Read CRM Help & Training: Troubleshoot sign-in problems for available resolutions.

See Also

Get started with Social Engagement
Administer Microsoft Social Engagement
Assign permissions and user roles