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.
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.
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