Integrate Social Listening in Dynamics CRM OnlineAbout two years ago, Microsoft has acquired the Swiss startup "Netbreeze" and integrated under the name "Microsoft Social Listening" in the Dynamics world. With the Wave Spring 15 Update the tool was renamed again in "Microsoft Social Engagement", you do not only hear your customers, now you interact with them.
Social engagement is a pure online service and is available as a Standalone Version or for Dynamics CRM Online customers free of charge with a minimum of 10 CRM Professional licenses.
I will now show you how to integrate Social Listening into Dynamics CRM Online. Notice that the connection with Dynamics CRM OnPremise works differently.

Dynamics CRM Configuration

Requirements for linking the two services are:
  • Both services are in the same Online Services Tenant.
  • The users have a licence for both products.
  • At least Dynamics CRM Online 2013 (V6.0), that should already apply to all CRM Online customers..
  • The users have the URLs from both services in the local Intranet Zone.

Built in a form

In the "Insert" tab of the form editor, you will find the item "insights from social media". This you could also add multiple times to the fomular.

Konfiguration für einzelne Datensätze

Leider sind beide Dienst nicht so eng miteinander verbunden das automatisch die richtigen Daten gezogen werden, daher müsst ihr als Anwender sagen was ihr für welchen Datensatz sehen möchtet. Klick dafür auf "Erkenntnisse aus sozialen Medien konfigurieren".

Built in a Dashboard

The configuration for Dashboards works similarly to the configuration in the form editor.

Good to know

Should you have multiple CRM instances in the same tenant have one, you can also connect them with your Social Listening instance.

Reset the integration

The settings you have made in your records and dashboards can you easily resetet globally. Simply going back "Microsoft Social Listening configuration".

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