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Hi all,
We are implementing service system in Dynamics CRM 2016(On - Premises). In our company employees organize in some teams and they want to talk with other people in other teams about specific customer case and save conversation on case. We use Skype For Business for internal messaging. After some study i thinck it's possible with UCMA and USD, is it possible ? What is the best solution ?
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Hello, all!
I just came across this thread and I hope I'm not too late with my recommendation. I'd suggest for you to check out Tenfold, which is a third party CTI that integrates MS Dynamics and SFB. Our office settled for that and It worked great for us, I hope the same results for you. To name a few of the things I personally like about this solution, Tenfold has a floating UI (screen pop caller ID), click-to-call, and automatic call log features. Good luck!
Hi Nadeeja
We use CRM 2016 On-Premises ,it seems works only for CRM Online.
Hi Reza,
As mentioned in below article "Skype calls are tracked as activities".
technet.microsoft.com/.../jj863703.aspx
Activities have a "Regarding" field which can be associated with Entities like Case, Contact, and Account OOTB. If the activity is created from a Case record, then the "Regarding" field will be populated with the Case record.
Hi Nadeeja
Thanks for your reply, how we can save conversations on case ?
Hi Reza,
It is possible to integrate Skype for Business with Dynamics CRM 2016. Refer to below articles for setup information.
technet.microsoft.com/.../hh699721.aspx
technet.microsoft.com/.../jj863703.aspx
Below article includes feature comparison of Online and On-Premises, which confirms the support of Skype for Business with On-Premises.
www.microsoft.com/.../dynamics-365-online-vs-on-premises-features-faq.aspx
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