This guide is tailored for Microsoft Dynamics 365 CRM, but the steps described are mostly similar whenever using any of our other existing CRM integrations (a full list can be found on the Integration Page).
The integration can be added and formatted by admins.
Dynamics 365 is a popular CRM used to manage prospects, customers and contacts. Exceed.ai knows how to automate the conversations with your leads, prospects and customers. Exceed.ai is also able to collect information from leads and contacts (such as phone number, title, etc.) and update that information back in Dynamics 365. With the Exceed.ai – Microsoft Dynamics 365 integration, your contacts stay in sync with your sales team’s Dynamics 365 database.
The integration between Exceed.ai and Dynamics 365 is a bridge between your automated conversation with your contact and your sales database, allowing activity and information to move seamlessly between the two. With the Exceed.ai – Microsoft Dynamics 365 integration, your sales team will consistently have the most up-to-date contact information and communication.
After you authenticate your Dynamics 365 account, Exceed.ai will pull any new lead or contact added to the relevant Marketing List associated with a given sequence from Dynamics 365 and create a contact in the Exceed.ai database. These contacts will be contacted based on the predefined sequences in Exceed.
How to Enable the Dynamics 365 Integration
Prior to setting up the integration, we recommend creating a dedicated Microsoft Dynamics 365 account, rather than using an employee's account. This is done to guarantee continuous access in cases of personnel changes and to ensure that the Exceed.ai API user has only the required permission.
Log in to Exceed.ai
Click on the Setting menu, and then Integrations
Click on the “Connect with Dynamics 365” button
Provide your instance URL to the Authentication Details request
Log in to Microsoft Dynamics 365 and click "Allow" in order to give Exceed.ai permission to update and pull contact information
Wait for Dynamics 365 and Exceed.ai to authenticate
Your project should now be successfully integrated with Dynamics 365!
Exceed.ai provides out-of-the-box contact status and field mapping between Exceed.ai and Dynamics 365. As we mentioned above, this mapping is quite flexible and you can adjust the field mapping according to your specific Dynamics 365 workflow process and data management.
Mapping between Exceed.ai and Dynamics 365
Every customer sets up their Dynamics 365 in a different way. Therefore, we provide our customers full flexibility to map Exceed.ai fields with their relevant corresponding fields in Dynamics 365.
Below is a list of fields that Exceed.ai syncs with Dynamics 365. You can find and map a corresponding field in Dynamics 365 for each Exceed.ai field. Feel free to add additional fields to map as needed, to enrich contact data in Dynamics 365.
We recommend creating three custom fields in Dynamics 365 for the Exceed Status, Status Reason and Status Reason Details prior to beginning the mapping process. Then you can map these Exceed.ai fields to your new custom fields in Dynamics 365 and ensure that all your leads and contacts in Dynamics 365 be updated with the relevant Exceed.ai status information.
Here is an example:
Define how the Exceed.ai statuses should be updated in Dynamics 365 by completing the status mapping. Once you have mapped which is the desired field to update the Exceed.ai status, you can define how those statuses should appear when updated back in Dynamics 365 in the status mapping section. Below is a list of the different Exceed.ai statuses for a given contact and an example of how it is mapped to Dynamics 365:
You can read more about the Exceed.ai statuses here.
Update Contact Communication
Exceed.ai updates Dynamics 365 with any communication (email or SMS or chat) sent to the contact as well as any communication received from the contact as a completed task.
Pulling the Lead / Contact owner from Dynamics 365 to Exceed.ai
You can activate the option for Exceed.ai to assign the contact to a rep based on their owner in Dynamics 365.
Please note that to allow this, the email attributed to the rep on Dynamics 365 should be the same as the email used to log in to Exceed.ai.
Pull Leads / Contacts to Sequences
Exceed.ai can automatically pull contacts from Dynamics 365 to Exceed via Marketing Lists. Make sure you are in the Marketing area to access your relevant Marketing Lists:
To connect a Marketing List to a specific sequence, go to the Integrations tab in that sequence and choose the preferred Marketing List to pull leads/contacts from for that sequence.
Make sure that the toggle on the Integration Settings page and the toggle in the Integrations tab on the sequence level are both activated in order to pull in leads/contacts. Emails will start sending only once the sequence is activated.
If you need any help in the process, don't hesitate to reach out to us via the Customer Care Communications Portal.