Dynamics Community Forum Thread Details

Integration of Microsoft Teams with Microsoft Dynamics CRM 2016/ Dynamics 365 CE On-Premises

Hey everyone

i am currently looking into the option of connecting Microsoft Teams with one of our Microsoft Dynamics CRM 2016/ Dynamics 365 CE on-premise instances. Our goal is to use Teams as a call center solution. We have a question about the integration process:

Firstly I want to know if it's possible to integrate Microsoft Teams with Microsoft Dynamics CRM 2016/ Dynamics 365 CE On Premises. Are there any requirements or limitations we should be aware of?

Additionally, I'm interested in having a widget or interface of Microsoft Teams integrated into the CRM/ Dynamics 365 CE interface. This would allow call center agents to make and answer calls directly from the home screen of Dynamics 365/CRM 2016. When receiving a call it should also display information about the caller, such as their contact details leads, or accounts. Is this something that can be achieved without customization or would we need to create a custom iframe to embed the Teams interface within CRM?

Our main focus is enabling our call center agents to handle phone calls from customers through Microsoft Teams while having access to CRM records within the Teams interface. Can you please provide guidance on how we can achieve this level of integration?

In addition, if there are any resources or support materials related to this integration it would be really great if you could point us in that direction. We want to make sure that we follow the recommended practices and get the most out of this integration.

Could you please inform us about the possibility and practicality of integrating Microsoft Teams with Microsoft Dynamics CRM 2016/Dynamics 365 CE On-Premises, for call center functionality? Any additional information or guidance you can provide would be greatly appreciated.

Thank you much in advance, for your assistance and support.

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