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Microsoft Dynamics 365 Record Creation

This article explains about Microsoft Dynamics 365 Record Creation from a social post. Send a post found with Microsoft Dynamics 365 AI for Market Insights to your Customer Engagement instance to create a record. For example, you can automatically convert the posts to cases for customer service, or to leads for your sales team.

When you create the social activity, if the author of the post doesn’t have a social profile in Customer Engagement, the system creates a social profile and contact record and then links the social profile with the contact record. When a record is created in Customer Engagement, you can see the details about this record in Market Insights.

Specify Microsoft Dynamics 365 Record Creation Details

You can define the information to show in Customer Engagement record details when a record in Customer Engagement is created from a social post. Depending on your selection, Customer Engagement fields shows the information about the connected instance and selected entity.

Define the fields of a Customer Engagement entity that you want to display in Dynamics 365 Record Details in Market Insights when a record of the same entity is created from a post. Add the fields you want to see in the Dynamics 365 Record Details when you define the entity details in the Market Insights.

Market Insights lets you select the record type to create when linking a new post to Customer Engagement. Depending on the settings in Entity Details, you can see the current values of the Customer Engagement record in Market Insights when you load the record details for a post that was linked before.

Define or Edit Fields for Microsoft Dynamics 365 Record Creation Details
  • In Market Insights, go to the Settings > Connections > Microsoft Dynamics 365.
  • Inside the Microsoft Dynamics 365 Connections pane, select the Customer Engagement instance that you want to define the entity details for.
  • In the Dynamics 365 Instance pane, select the record type under the Record details.
  • In the Entity Details pane, select the Customer Engagement fields to show in the Dynamics 365 Record Details form for the selected entity. Or click Add to add more fields.
  • Reorder the fields using the up arrow or the down arrow or remove fields using the Remove button.
  • To apply your changes, in the Dynamics 365 Instance pane, select Save.
Arrange entity details

Arrange entity details

Convert the Market Insights Post to a Social Activity

  • In the Market Insights, click Posts on any Analytics page to see the posts list.

–OR–

Go to the Market Insights > Social Center to see your streams.

  • Go to the post you want to convert to a social activity record in the Dynamics 365, and then click Link to Dynamics 365.
  • Select from the available instances, and then select the record type you want to create from the Entity drop-down list. The Entity drop-down list shows only those entities that are configured in the Dynamics 365 Instance panel in the Dynamics 365 Record Details section. If a single entity is configured with the instance, it will be selected by default.
  • Add any additional information, up to 250 characters, related to the record in the Notes, and then click Create.
Microsoft Dynamics 365 Record Creation

Create record

The post now displays the Linked button along with the name of the Dynamics 365 (online) instance it is linked to.

Configure Dynamics 365 to Automatically Create Records from the Linked Posts

By default, Microsoft Dynamics 365 Record Creation, creates a Social Activity entity when a post is linked from Market Insights. In Customer Engagement, you can convert this entity to a different record type. To automate the process, you can set up Automatic Record Creation Rules in Customer Engagement to automatically create records from incoming social activities.

Understand the Data Sent to Dynamics 365 when you Create the Social Activity

When you create a social activity, the Market Insights sends the social payload as a JSON object to the Additional Parameters field of social activity. The payload can be used as the channel properties that define conditions for rules, and for setting properties of the record you’re creating or updating.

Social Activity

Social Activity

The payload contains the most important fields required by Customer Engagement to consume tweets and Facebook posts. These fields contain the information about the post that was sent: author, content, URI to the original post, URI to the post in Market Insights, and some additional post metadata. Based on the post’s source, the content of the payload may change.

Social Activity in Customer Engagement has an Additional Parameters field that receives the social payload as JSON from Market Insights.

Sample Payload

A typical JSON payload sent to Customer Engagement is given here.

{
“postmessagetype”: 0,
“community”: 2,
“sentimentvalue”: 1,
“posturl”: “https://www.twitter.com/contoso/stauts/123412341234”,
“description”: “Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididu…”,
“subject”: “Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididu…”,
“postedon”: “2016-12-30T08:15:30-05:00”,
“activityadditionalparams”:
{
“targetEntityName”: “socialactivity”,
“userPreferredTargetEntity”: “incident”,
“socialHandle”: “Contoso”,
“profileName”: “Contoso”,
“profilelink”: “http://www.twitter.com/Contoso”,
“fullName”: “Contoso”,
“community”: 2,
“influencescore”: 41.0,
“notes”: “The customer requested the technician to call back as quickly as possible.”,
“isRetweet”: false,
“MSEbacklinkPost”: “https://listening-prod.dynamics.com/app/23534544/#postid=45663”
}
}

View the Record Details for a Linked Post in Market Insights

If a post is linked to the social activity in Dynamics 365, you can open its associated record in Dynamics 365 Record Details.

Open a Dynamics 365 record from within the Market Insights
  • In the Market Insights, click Posts on the right side of any Analytics page to see the posts list.

–OR–

Go to the Market Insights > Social Center to see your streams.

  • Select the post, and then click the Link to Dynamics 365. The Dynamics 365 Record Details dialog box shows all details for the associated Microsoft D365 Record Creation.

Open a Linked Record in Dynamics 365

  • In the Market Insights, click Posts on any Analytics page to see the posts list.

–OR–

Go to the Market Insights > Social Center to see your streams.

  • Select the post you want to open the associated record for, and then select the Link to Dynamics 365.

In the Dynamics 365 Record Details, click the Open Record to see the record in Customer Engagement.

Customer Engagement entities that are enabled for the interactive experience open in the interactive service hub when you open a record on a social post that is linked to Customer Engagement. Customer Engagement entities not enabled for the interactive experience will continue open in the web client.

Remove the Linked Dynamics 365 Record from a Post

You can remove the linked Customer Engagement record from a post. Note that removing a linked Customer Engagement record from a post also removes any attached notes. Consider removing a linked Customer Engagement record from a post when the link is no longer valid, is incorrect, or when you are considering MS Dynamics 365 Record Creation of a new entity record from the same post.

  • In Market Insights, click the Posts on the right side of any Analytics page to see the posts list.

–OR–

Go to the Market Insights > Social Center to see your streams.

  • Select the post you want to open the associated record for, and then select Link to Dynamics 365.
  • In the Dynamics 365 Record Details, click Remove.

Note that the data sent from Microsoft Social Engagement includes both the Social Content and the 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.

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