Manage the connection between Dynamics 365 and Social Engagement

This topic helps you understand how you change the settings for your connections between Dynamics 365 and Social Engagement, and the consequences of doing so.

The link between a Social Engagement post and Dynamics 365 record can be broken when:

  • The associated Dynamics 365 instance has been disabled or deleted in Social Engagement.

  • The associated Dynamics 365 instance is experiencing downtime, or has expired.

  • The Dynamics 365 instance is enabled, but the Dynamics 365 record has been disassociated from the social activity, or has been deleted in Dynamics 365, or, in Social Engagement the linked Dynamics 365 record has been unlinked from the Social Engagement post. More information: Remove a linked Dynamics 365 record from a post

Prerequisites

  • You need to be have an Administrator role in Social Engagement to perform the following tasks.

  • You must already have a working connection between Social Engagement and Dynamics 365.

Edit an established connection

After you connect a Dynamics 365 (online) instance to Social Engagement, it will show in the list on Settings > Connections > Microsoft Dynamics 365.

Microsoft Dynamics 365 Connections

Click the row associated with the connection to open the Dynamics 365 Instance pane.

Dynamics 365 instance details

  • Name: Shows the name of this connection to identify the instance quickly when creating a social activity in Dynamics 365. The display name corresponds with your organization name in Office 365, unless a Social Engagement administrator changes the name while setting up the connection. More information: TechNet: Edit properties of an instance

  • Dynamics 365 Instance: URL for your Dynamics 365 instance.

  • Organization language: See the organizational language of your Dynamics 365 instance.

  • Connected on: Shows the date and time when the connection between Dynamics 365 and Social Engagement was established.

  • Set as default: Lets you choose to have an instance selected by default when creating new links to Dynamics 365 records from social posts.

  • Enable instance: Lets you choose to temporarily disable the creation of new links to Dynamics 365 records from social posts. More information: Create a Dynamics 365 record from a social post

  • Refresh: Lets you update the metadata of all Dynamics 365 entities associated with that Dynamics 365 connection in Social Engagement.

    Make the necessary changes to the metadata and then click Save to apply the changes.

Change the default Dynamics 365 instance to use in Social Engagement

If your organization maintains multiple Dynamics 365 instances, you can connect Social Engagement to more than one instance. In this case, you can set the instance as a default connection that will be used most often to create new records in Dynamics 365. Users can choose a different instance when creating a new Dynamics 365 record.

  1. In Microsoft Social Engagement, go to Settings > Connections > Microsoft Dynamics 365.

  2. In the Microsoft Dynamics 365 Connections pane, select the instance you want to set as the default.

  3. In the Dynamics 365 Instance pane, set the Set as default option to ON.

  4. Click Save Save button to apply your changes.

Results of deleting a connection

You can delete already-established connections between a Social Engagement post and Dynamics 365 record at any time if you don’t want to create new records in the connected Dynamics 365 instance anymore. If you don’t want new records created in a Dynamics 365 instance temporarily, without deleting the connection, you can also disable the connection to an instance.

  • If you maintain more than one connected Dynamics 365 instance, you can delete one connection and still use the other connection.

  • If you maintain one single connected Dynamics 365 instance, you can delete it but you won’t be able to link posts to Dynamics 365 records from Social Engagement.

  • If you delete a specific connection, all posts that had links pointing to that Dynamics 365 instance will have that link removed. Those posts will look like any other posts without an active link to Dynamics 365 and can be linked to any other enabled Dynamics 365 instance. More information: Connect Dynamics Dynamics 365 (online) and Social Engagement

  • No new Dynamics 365 records can be created in the deleted Dynamics 365 instance, unless a connection is re-established.

Note

Deleting a link in a Social Engagement post will not affect the Dynamics 365 record or social activity at all.

Delete an existing connection

Important

You can't delete a connection if there are active automation rules that link posts to the connected Dynamics 365. You will first need to deactivate or delete all automation rules using that connection. More information: Route posts using automation rules

  1. In Microsoft Social Engagement, go to Settings > Connections > Microsoft Dynamics 365.

  2. Find the connected instance in the list of Microsoft Dynamics 365 Connections.

  3. Click the Delete this connection to Dynamics 365 button Delete button.

  4. Confirm your deletion.

Results of disabling a connection

You can delete already-established connections between a Social Engagement post and Dynamics 365 record at any time if you no longer want to create new records in the connected Dynamics 365 instance. If you don’t want new records created in a Dynamics 365 instance temporarily, without deleting the connection, you can also disable the connection to an instance.

  • If you maintain more than one connected Dynamics 365 instance, you can disable one connection and still use the other connection.

  • If you maintain one single connected Dynamics 365 instance, you can disable it but you won’t be able to create new external links from Social Engagement.

  • Posts linked to that instance’s disabled connection will persist, but details about the Dynamics 365 record won’t be available. You can enable the instance to continue to create external links to the Dynamics 365 instance and see the updated record details. More information: Set up the connection between Dynamics 365 and Social Engagement

Note

Disabling an existing connection has no impact on the Dynamics 365 instance.

The following table summarizes the impact on a Social Engagement post when the status of an associated Dynamics 365 instance changes.

Status of associated Dynamics 365 instance in Social Engagement Impact if Dynamics 365 record is linked with a Social Engagement post Impact if Dynamics 365 record is not linked with a Social Engagement post
Deleted - The Social Engagement post is available to be linked again.
- If the Social Engagement post is re-linked to another instance and the previously deleted Dynamics 365 instance is re-associated win Social Engagement, don’t search for the original links and do not change the established link.
- If the Social Engagement post is not re-linked and the deleted Dynamics 365 instance is re-associated, establish the original link (provided Dynamics 365 social activity is available).
- The Dynamics 365 instance is marked as disabled and is not available in the list of instances when creating a Dynamics 365 link.
- Social Engagement is available for linking to any enabled instance selected by the user.
Disabled - The Social Engagement post retains the link and shows an error message because the link will fail to load.
- The Dynamics 365 instance in Social Engagement is marked as disabled.
- In Social Engagement, a user can unlink the post to make it available to link with another valid Dynamics 365 instance.
Same as above.
Downtime Same as above. Same as above.
Expired - The Social Engagement post retains the link and shows an error message because the link will fail to load.
- The Dynamics 365 instance is marked as disabled.
- In Social Engagement, a user can unlink the post to make it available for linking to another valid Dynamics 365 instance.
Same as above.

The following table summarizes the impact on a Social Engagement post when the status of an associated Dynamics 365 record changes.

Status of associated Dynamics 365 record Impact if Dynamics 365 record is linked with a Social Engagement post Impact if Dynamics 365 record is not linked with a Social Engagement post
In Dynamics 365, the Dynamics 365 record has been dissociated from the social activity. - The linkage with the Social Engagement post is broken.
- The associated Social Engagement post is available for linking again.
N/A
In Dynamics 365, the Dynamics 365 record has been deleted. Same as above. N/A
In Dynamics 365, the social activity has been deleted, but the linked record is available. Same as above. N/A
In Social Engagement, the linked Dynamics 365 record has been unlinked from the Social Engagement post. More information: Remove a linked Dynamics 365 record from a post The Social Engagement post is available for linking again. N/A

Disable an existing connection

Important

You can't disable a connection if there are active automation rules that link posts to the connected Dynamics 365. You will first need to deactivate or delete all automation rules using that connection. More information: Route posts using automation rules

  1. In Microsoft Social Engagement, go to Settings > Connections > Microsoft Dynamics 365.

  2. Find the connected instance in the list of Microsoft Dynamics 365 Connections.

  3. Set the Enable instance option to OFF.

  4. Click Save Save button to apply your changes.

Note

If your Dynamics 365 instance has expired or is in maintenance, details for linked Dynamics 365 records won’t be shown in Social Engagement.

Privacy Notice

By enabling Microsoft Social Engagement to connect to Dynamics 365, you will allow data to be sent to Dynamics 365 using an individual action on a post or automation rules.
Dynamics 365 stores 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 Dynamics 365 user with the required permission to access Dynamics 365 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 Dynamics 365, please see the payload properties topic.

See Also

Link posts from Social Engagement to Dynamics 365
Connect Dynamics 365 and Social Engagement
Create a Dynamics 365 record from a social post
Administer Microsoft Social Engagement