Is Possible to Integrate from CRM to F&O such as Case Management and Quality Management through DW

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Posted on by Sindhu1701

Hi All,

It is possible to integrate with D365 Customer service to F&O through dual write?

if yes, And it is possible to integrate Case Management & Quality Management through Dual write.

Our Scenario :
whenever customer is calling/raising a compliant about the product that they bought from the company, the compliant has to be captured in D365 Customer Service app/self service portal first and then flows into F&O Case Management module for triaging and then to Quality Management team to review the product quality issues and resolve it.

Is this Scenario is possible in Dual-write?.
If YES/NO please suggest us a best way to implement this Scenario.

Thanks in Advance!

Regards
Sindhu.

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André Arnaud de Cal... 291,642 Super User 2024 Season 2 on at

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Is Possible to Integrate from CRM to F&O such as Case Management and Quality Management through DW

Hi Sindhu,

Dual write is intended to be used in case you have tables that have the same purpose. So, e.g. Customers in F&O versus Accounts in Customer service. In case the complaint should be created as a case in F&O synchronously, you can check for an existing data entity in F&O and set up a mapping. In case the data model has too many differences, probably a custom data entity should be created where you can then ensure a correct mapping between Customer Service and F&O.

So, dual write is an option, where Customer Service should then run on the same environment as the linked Power Platform environment. I would then also suggest a one-way sync (from CS to F&O).Customer

In case Customer Service is running on another environment than the linked Power Platform environment, you would need another integration option, e.g. Logic Apps.