LiveEngage and Micrsft Dynamics Integratin Guide Dcument Versin: 1.0 September 2017
Cntents Intrductin... 3 Step 1: Sign Up... 3 CRM Widget Signing Up... 3 Step 2: Cnfiguring the CRM Widget... 4 Accessing the CRM Widget... 4 CRM Widget Settings and Cnfiguratin... 4 Cnfiguring Micrsft Dynamics... 6 Create a New Applicatin ID and Secret Entry... 6 Step 3: Setting up the Widget in LiveEngage... 9 Cnfigure the Widget n LiveEngage... 9 Dynamics Widget: Features and Capabilities... 12 Intrducing the Dynamics Widget... 12 Widget Search Capabilities... 13 Search Dynamics Recrds... 13 View Previus Chat Transcripts... 14 Create a New Accunt Recrd... 15 Create a New Cntact Recrd... 16 Create a New Lead Recrd... 16 Linking a Chat Transcript t an Existing Recrd... 17 2
Intrductin The CRM Widget ffers integratin and cmmunicatin between LiveEngage 2.0 and mst ppular CRM/Ticketing slutin platfrms such as Freshdesk, NetSuite, Micrsft Dynamics, Sugar, and mre. This guide will walk yu thrugh the steps t install, cnfigure and use the Freshdesk Widget. The LiveEngage Freshdesk Widget will allw viewing Freshdesk infrmatin, the creatin f tickets, and attaching chat transcripts t the tickets, inside LiveEngage platfrm. If yu are currently subscribed t ther r different CRM/Ticketing slutin, please cntact yur Accunt Manager t btain the crrect User Guide. Step 1: Sign Up CRM Widget Signing Up 1. G t the signup URL: https://crmwidget.livepersn.cm/signup 2. Make sure yu chse Micrsft CRM Dynamics within the CRM Integratin drpdwn 3. Once yu ve signed up and gne thrugh the apprval prcess by a LivePersn Accunt Manager (within 1 business day), yu will receive an email (please check yur SPAM/Junk flder) frm: CRM Widget SignUp N- 3
Reply<crmwidget@livepersn.cm>, with subject: Yur CRM Widget Admin Prtal Infrmatin 4. The email will prvide credentials required t access the admin panel, where yu culd cntinue t cnfigure the CRM Widget fr yur business use. Step 2: Cnfiguring the CRM Widget Accessing the CRM Widget This sectin describes hw t cnfigure the CRM Widget fr Micrsft Dynamics t be custmized fr LiveEngage use. CRM Widget Settings and Cnfiguratin 1. G t the admin panel, URL: https://crmwidget.livepersn.cm/admin-panel 2. Please verify yur cmpany prfile infrmatin a. Frm Menu -> Settings -> Update Prfile b. T update/change cmpany prfile infrmatin: Cmpany Name, Cntact Name, Email, Username, and Passwrd 3. Navigate the URL t update/change the Widget Cnfiguratin: a. Frm Menu -> Settings -> Widget Cnfig (tab) 4
b. Enabling/disabling entities that can be created within Micrsft Dynamics c. Enabling/disabling hw chat transcript are t be linked/created within the Ntes sectin f enabled entities 4. Supprt Inf tab: See supprt email, and prcess t pen a ticket fr supprt. a. Frm Menu -> Settings -> Supprt (tab) 5. LiveEngage inf tab: See the URL that will be required t setup the widget within LiveEngage a. Frm Menu -> Settings -> LE Widget Inf (tab) b. Versin and Build f Widget can als be viewed within this tab 6. Navigate the URL t update/change the license cnfiguratin: a. Frm Menu -> Custmer s Accunts b. Review yur CRM Widget Custmer Key 5
c. Click n the inf icn next t the details f the custmer key t mdify cnnectin t yur Micrsft Dynamics instance d. Enabling/ disabling the cnnectin t yur Micrsft Dynamics accunt and Micrsft Dynamics Client ID and Secret setup. [Detailed step-by-step, next sectin] e. Rename CRM Label (ptinal) 7. Agents and CRM Instances Mapping: This feature enables yu t assign an agent t CRM instances. Fr example, if yu have mre than 2 CRM instances and yu nly want sme agents t access t ne CRM while thers can access bth r all. T use this feature, please ensure the username matches with LiveEngage lgin ID. a. Frm Menu -> Agents -> click n New Agents Cnfiguring Micrsft Dynamics This sectin describes hw t cnfigure Micrsft Dynamics t allw ur CRM Widget t access yur data thrugh web services API. Create a New Applicatin ID and Secret Entry 6
Creating an Applicatin ID and Client Secret entry enables ur CRM Widget t access yur Micrsft Dynamics instance. Azure Active Directry Fr the CRM Widget t gain access t Micrsft Dynamics, an Azure Active Directry is required as part f the setup. Azure Active Directry allws fr seamless OAuth v2.0 integratin, s that prfile level permissins culd be applied, and a trusted third-party applicatin (CRM Widget) is registered t access the necessary cmpnents f Micrsft Dynamics. Frm Micrsft Azure Menu -> Azure Active Directry -> App Registratins -> New Applicatin Registratin Yu will need the fllwing infrmatin: 1. Name = Example [le-crmwidget] 2. Applicatin Type = Native 3. Redirect URI = https://crmwidget.livepersn.cm/auth2 4. Then click Create After yu enter the abve inf, an entry will be created. In this example it is "le-crmwidget" Click n le-crmwidget" and fllw the steps belw: 7
1. Cpy the Applicatin ID, yu will need this later in the setup 2. Click n Required permissins 3. Click Add -> Select an API -> Dynamics CRM Online -> Select 4. Click Select permissin -> Access CRM Online as rganizatin user -> Select 5. Click n Keys, and enter the fllwing: a. Descriptin = Example [CRM Widget] b. Expires = Never c. Click Save, and Cpy the Value (this is the Client Secret) that it autgenerates, yu will need this later in the setup Micrsft CRM Dynamics Lgin t yur Micrsft CRM Dynamics as an admin, and fllw the steps belw: 1. Click n Settings -> Custmizatin -> Develper Resurces 2. Under the Instance Reference Infrmatin, Cpy the value within the field called Unique Name 3. This value (subdmain) will be needed later in the setup CRM Widget Setup Lgin t the CRM Widget Custmer Admin Panel (https://crmwidget.livepersn.cm/adminpanel), and fllw the steps belw: 1. Click n the inf icn next t the details f the custmer key t mdify cnnectin t Micrsft Dynamics 8
2. Click n View -> Edit, next t the label Client ID a. Enter the Applicatin ID value frm Azure Active Directry setup b. Click OK t save 3. Click n View -> Edit, next t the label Client Secret a. Enter the Client Secret value frm Azure Active Directry setup b. Click OK t save 4. Click n View -> Edit, next t the label Subdmain a. Enter the Subdmain value frm Azure Active Directry setup b. Click OK t save Step 3: Setting up the Widget in LiveEngage Cnfigure the Widget n LiveEngage Nw that yu ve updated the CRM Widget prfile and license infrmatin, it is time t g t LiveEngage and cnfigure the widget. Nte: Yur LiveEngage user must be defined as an Administratr t cnfigure the widget. 1. Access Night Visin settings menu: click n the icn n the tp right f yur screen as shwn in the screensht belw: 2. Once in Night Visin, click n Agent Wrkspace Cnfiguratin 9
3. Click + icn t add a new widget. If yu have used up 5 widgets, please cntact yur LivePersn Accunt Manager. 4. Chse the name fr the Widget (yu can use Micrsft Dynamics t have MD as the widget label, if yu are using nly ne CRM, if yu are using multiple, then use CRM Widget ) 5. Chse Duble Widget r Triple Widget 10
6. Enter the fllwing URL https://crmwidget.livepersn.cm/?apikey=your_app_key&debug=true, this is fund in CRM Widget Settings and Cnfiguratin sectin, Step #5 7. Click n Add Visit Inf parameters and add this mapping: visitrname = Visitr Name. Then click +. Then click Save Parameters 11
8. Open the Advanced settings fr the LivePersn Integratin SDK 9. Click Save Define the fllwing URL under In case widget didn t lad, display the fllwing link https://crmwidget.livepersn.cm/ladfailure?apikey=your_app_key Shw Link after - Define 60 secnds. This means that if the agent is nt lgged int Dynamics, after 60 secnds he/she will see the message yu defined with the link defined abve. Dynamics Widget: Features and Capabilities Overview Belw is an verview f the widget capabilities, in this sectin, we will cver the fllwing tpics: Intrducing the Dynamics Widget Widget Search Capabilities: Dynamics Recrds Previus Chat Transcripts Creating a New Accunt Recrd frm LiveEngage Creating a New Cntact Recrd frm LiveEngage Creating a New Lead Recrd frm LiveEngage Linking a Chat Transcript t an Existing Recrd Intrducing the Dynamics Widget Fllwing the abve cnfiguratin, yu may lgin t start wrking the new widget 12
Accept a chat, click n the Dynamics Widget and yu will be able t view and create accunts, cntacts and leads directly frm LiveEngage. The Administratr can change the CRM instances t a preferable alias thrugh CRM Widget Admin Panel Fr example, Dynamics instead f default Micrsft Dynamics. Nte: If yur Cmpany, is using mre than ne CRM, yur lgin screen culd have mre than ne CRM instance listed in the drpdwn. It depends n hw many CRMs yur cmpany is subscribed t. This list is autmatically generated based n yur APP_KEY that will be prvided by yur Accunt Manager. Widget Search Capabilities Search Dynamics Recrds The search bar in the Widget enables yu t search fr any matching cntents in fllwing standard Dynamics bjects: Accunt Object Cntact Object Lead Object Opprtunity Object Nte: If yu have a visitr name in yur pre-chat survey, the visitr name value will be autmatically ppulated in the search string and the search will be perfrmed nce yu click n the widget icn. 13
View Previus Chat Transcripts T view chat histry, click n the link f the recrd. It will expand ut and shwing the infrmatin in the tp sectin. The bttm sectin will shw all previus chat transcripts entries. Click n the specific transcript ID t see the full details f the chat transcripts as shw in the screen belw: 14
Create a New Accunt Recrd In case yu want t create a new Accunt recrd, click n the Create Accunt. Fill in all the relevant fields in the frm All required fields are dented with an asterisk (First Name, Last Name, Email, and Phne Number). Sme f these fields will be autmatically ppulated frm the answers prvided in the pre-chat survey (if pre-chat survey is enabled). Click Create t save. 15
Create a New Cntact Recrd In case yu want t create a new Cntact recrd, click n the Create Cntact. Fill in all the relevant fields in the frm All required fields are dented with an asterisk (First Name, Last Name, Email, Phne Number). Sme f these fields will be autmatically ppulated frm the answers prvided in the pre-chat survey (if pre-chat survey is enabled). Click Create t save. Create a New Lead Recrd In case yu want t create a new Lead recrd, click n the Create Lead. Fill in all the relevant fields in the frm 16
All required fields are dented with an asterisk (First Name, Last Name, Email, Phne Number, Cmpany). Sme f these fields will be autmatically ppulated frm the answers prvided in the pre-chat survey (if pre-chat survey is enabled). Click Create t save. Linking a Chat Transcript t an Existing Recrd In case the chat is related t an existing recrd, yu can link the chat t that relevant recrd in Dynamics. Yu can attach a current chat transcript t an Accunt, Cntact, Lead r Opprtunity recrd by clicking n the Link Chat buttn nce the sessin has ended. Nte: Link Chat can nly be dne when the chat sessin has ended. The Link Chat buttn is disabled thrughut an active engagement. The screen belw is shwn when the Link Chat is disabled r when chat is active. 17
Unlinking Chat Transcripts This functinality is currently nt available. Once a chat is linked t a recrd, it cannt be deleted, r unlinked frm the widget. If a change is needed, yu will need t lgin n Micrsft Dynamics frm a separate brwser and make a change frm there. This dcument, materials r presentatin, whether ffered nline r presented in hard cpy ("LivePersn Infrmatinal Tls") is fr infrmatinal purpses nly. LIVEPERSON, INC. PROVIDES THESE LIVEPERSON INFORMATIONAL TOOLS "AS IS" WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. The LivePersn Infrmatinal Tls cntain LivePersn prprietary and cnfidential materials. N part f the LivePersn Infrmatinal Tls may be mdified, altered, reprduced, stred in r intrduced int a retrieval system, r transmitted in any frm r by any means (electrnic, mechanical, phtcpying, recrding, r therwise), withut the prir written permissin f LivePersn, Inc., except as therwise permitted by law. Prir t publicatin, reasnable effrt was made t validate this infrmatin. The LivePersn Infrmatin Tls may include technical inaccuracies r typgraphical errrs. Actual savings r results achieved may be different frm thse utlined in the LivePersn Infrmatinal Tls. The recipient shall nt alter r remve any part f this statement. Trademarks r service marks f LivePersn may nt be used in any manner withut LivePersn's express written cnsent. All ther cmpany and prduct names mentined are used nly fr identificatin purpses and may be trademarks r registered trademarks f their respective cmpanies. LivePersn shall nt be liable fr any direct, indirect, incidental, special, cnsequential r exemplary damages, including but nt limited t, damages fr lss f prfits, gdwill, use, data r ther intangible lsses resulting frm the use r the inability t use the LivePersn Infrmatin Tls, including any infrmatin cntained herein. 2017 LivePersn, Inc. All rights reserved. 18