What's new in this release of 8x8 integration for Microsoft Dynamics?

In this release, we have introduced the following enhancement:

Automatic screen pop for new user creation

The integration now supports automatic screen pop for new user creation. During an inbound call, 8x8 Virtual Office for Microsoft Dynamics looks up the phone number of the caller and then searches for a matching record in Microsoft Dynamics. If the call is from a new customer, the integration screen pops a New Contact form in a new tab and populates it with the customer's phone number. Prior to this release, in the absence of a matching record, only a call log was created. Agents were required to manually add new customers to their contacts directory then search for the newly created user in the Search tab and assign the call to this user.

With this enhancement, you can efficiently capture and save essential customer information to ensure a consistent data collection and avoid mistakes by having to manually input customer information.

Previous releases

The following features and enhancements were introduced in previous releases of the 8x8 integration for Microsoft Dynamics.

Extended region support

To make the 8x8 integration for Microsoft Dynamics more inclusive, we are including France to our list of supported regions. In addition to France, the 8x8 integration for Microsoft Dynamics is available in the United States, the United Kingdom, the Republic of Ireland, Belgium, Austria, the Netherlands, Canada, Australia, and New Zealand.

Support for Microsoft Dynamics Customer Service

In this release, we have introduced support for Microsoft Dynamics Customer Service. With this enhancement, the 8x8 Work integration (previously known as Virtual Office) with Microsoft Dynamics Customer Service supports searching for the Case object.

To enable/disable the search for the Case object:

  1. Log in to your Microsoft Dynamics account.
  2. If required, open the desired app.
  3. Note: This step is only required when you first log in to your account, or after clearing your browser’s cache.

  4. Click the icon located at the top left corner of your home screen. The 8x8 app launches in a floating window.
  5. Note: Ensure that your browser allows pop-ups from 8x8.

  6. At the prompt, enter your credentials.
  7. On the 8x8 app, click the settings icon from the top right side of the floating window.
  8. Select Integrations > MS Dynamics, and from the Search Types section, click the toggle switch next to the Case object to enable/disable it.

When an interaction is offered, and Case is enabled, the system searches for an existing case record. In the event of multiple matching records, the app lists all matches in the Search tab. Click here to learn more about the screen pop behavior.