Setting Up Microsoft CRM Integration

The Microsoft® Business Solutions Customer Relationship Management (CRM) Integration feature enables an agent that updates the records in iSupport Customer Profiles with the information in Microsoft® CRM. To configure this feature, go Options and Tools | Integrate | Data Source Integration, click the Create link, and select Microsoft CRM. Complete the fields, schedule the Customer Relationship Management Synchronization agent, and click the Save button. If utilizing multiple customer data sources, use the Order of Precedence link in the Data Source Integration list screen to select the order of precedence if there are matching records.

If there is an entry in Microsoft® CRM that does not exist in Customer Profiles, the entry is created in Customer Profiles. In order for an entry to be added from Microsoft® CRM, it must contain a first name, last name, and email address.

If an email address matches an email address in Customer Profiles and the record was directly entered via Customer Profiles, the Customer Profiles record is updated with the latest information from Microsoft® CRM. If a Customer Profile entry has already been synchronized with Microsoft® CRM, the Customer Profile is updated with the latest information.

If an entry is deleted in the Microsoft® CRM:

If incidents are not associated with that name, the entry will be deleted from Customer Profiles when the CRM Synchronization agent runs.

If incidents are associated with the name, the entry will remain flagged for deletion in Customer Profiles until those incident records no longer exist.

Note: If a Customer Profile record has been synchronized with Microsoft® CRM, the synchronized fields cannot be edited in the Customer Profiles screen. These fields can only be edited via Microsoft® CRM.

When the feature is enabled, the agent runs immediately and then on an interval basis according to the specified schedule.

The Microsoft® CRM Integration feature does not modify the contents in Microsoft® CRM in any way.

Domino Directory Integration Data Map

iSupport Customer Field	CRM Database Table	Field Value
Cellular	Contact Base	MobilePhone
Company	Contact Base	AccountId
Dept	Contact Base	Department
Email	Contact Base	EmailAddress1
Fax	Contact Base	Fax
FName	Contact Base	FirstName
LName	Contact Base	LastName
Manager	Contact Base	ManagerName
Phone	Contact Base	Telephone1
Sync_Key	Contact Base	ContactId
Title	Contact Base	JobTitle
Address1	CustomerAddressBase	Line1
Address2	CustomerAddressBase	Line2
Address3	CustomerAddressBase	Line3
City	CustomerAddressBase	City
Country	CustomerAddressBase	Country
Location	CustomerAddressBase	Name
State	CustomerAddressBase	StateOrProvince
ZIP	CustomerAddressBase	PostalCode

Enable Microsoft CRM Integration

Select Yes to enable the Microsoft® CRM Integration agent that updates the records in iSupport Customer Profiles with the information in Microsoft® CRM. The agent runs immediately and then continues to run as scheduled.

Microsoft CRM SQL Server

Enter the location of the Microsoft® SQL server that contains the Microsoft® CRM application.

Microsoft CRM SQL Database

Enter the name of the database containing the Microsoft® CRM contacts.

Microsoft CRM SQL Username

Microsoft CRM SQL Password

Enter the username and password for logging into the Microsoft CRM SQL database. This login must have Read permission for performing queries.

Customer Relationship Management Synchronization Agent Interval

The Microsoft® CRM Integration feature enables the CRM Synchronization agent that updates the records in iSupport Customer Profiles with the information in Microsoft® CRM. Select the number of minutes in the interval for the synchronization to be performed or select Daily to run the agent every day at a specified start time.

Use the Test Connection link to verify access.