Before You Begin

Make sure that Sprinklr Service is enabled in your environment. 

Use Cases

1. Create and update Dynamics cases from social channels and messaging apps.
2. Associate cases with contacts through search or new contact creation.
3. Sync social profile data with Dynamics contacts.
4. Automate case creation utilizing the Sprinklr AI-powered Intuition moderation model.
5. Set rules to create cases in Dynamics based on keywords.
6. Engage with your audience from Dynamics CRM.
7. Synchronize standard and custom case fields between Sprinklr and Dynamics.

Languages Supported 

To Download and Configure the Sprinklr App in Dynamics 365

To Add Social Handles in Dynamics 365

1. Log in to Microsoft Dynamics 365 and under the Quick Menu click My Apps, next select Sprinklr from the drop-down menu.
2. Under Sprinklr, click Accounts to open all your accounts settings. Next, in the top right corner of the Accounts window, click Add Account.
3. Search and select the desired account from the available social channels.
4. Depending on the account type, you may be prompted to login natively using the credentials for your native account and perform the authentication.
5. Once the account is authorized and gets added on the platform, you'll be redirected back to Dynamics 365 tab to the Accounts window where you can update the details of your account. 
6. Fill in the required details and click Save in the bottom right corner add a new account.

To Add Topics (Keywords) to Listen in Dynamics 365

1. From Dynamics 365, under Sprinklr, click Topics Management and next select Add Topic in the top right corner.
2. On the Build Query tab, enter a name for the new topic. Select the time range of messages that you want to listen to.
3. Under the Query section, fill in the required fields. For more information, see Query — Field Descriptions.
4. To further refine your topic with additional filters and options, under the Advanced Options section fill in the required fields. For more information, view Advanced Options — Field Descriptions. 
5. To Preview your Build Query, click Preview in the top right corner.
   • Conversation Stream — It provides you the message level details.
   • Top Words — It provides you with the word cloud of all the trending keywords in the messages. 
   • Estimated Volume — It provides the daily trends of the mentions.
   • Estimated Distribution — It provides the distribution of mentions across various sources.
6. Click the Toggle icon  in the bottom left corner depending on whether you want to start Fetching or Not Fetching for the topic. 
7. Click Save in the bottom right corner to create the topic.

Query — Field Descriptions

Advanced Options — Field Descriptions

To Automate Case Creation Using Sprinklr Intuition (AI)

1. When a customer mentioned your brand on social channels, the case gets auto-created in MS Dynamics.
2. Click on the case to view its details.
3. On the Case window, Social Conversations tab has the conversation view of the message and the Summary tab has contact details of the social profile and case details.

   Note Notes will automatically synced between the Dynamics and Sprinklr. This will help different sets of agents working on both platforms to communicate their findings with each other. The notes will be sync in the following ways:    Notes from Sprinklr Social Message synced bi-directionally to Social Message Activity Annotations. Notes from Sprinklr Case synced bi-directionally to Incident Annotations

   
4. Under the Social Conversations tab, click on the message you want to reply to, and type your reply in Write a reply box. You can add Assets from the Digital Asset Management, Document, Link , Text Templates , Custom Link , Content Placeholder  add Emojis to your response per your needs. Please note that you and your customers will be able to see the typing indicator. And the same is reflected in the native channel.
5. When a customer responds to native, the response is automatically captured and associated with the same case in Dynamics.
6. Even if the customer sends a direct message on native in reply to the post, the message is automatically captured and associated with the same case in Dynamics.
7. To resolve the case, click Resolve in the case navigation bar. Next, on the Resolve Case pop-up window, fill in the required details and click Resolve.

To Check out the Social Profiles created in Dynamics

1. From Dynamics 365, under Sprinklr, click Social Profiles to view all the social profiles created by Sprinklr in Dynamics.
2. On the Active Social Profiles window, you will be able to view all the social profiles created by Sprinklr in Dynamics along with the details like Social Channel, Blocked status and Sprinklr Influence Score for that profile.
3. Click on any Profile Name, you’ll get the associated contact object in Dynamics along with social profile details.