Genesys Cloud CX

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  • 1.  Dynamics CRM Ticket open/closed

    Posted 04-17-2019 15:07
    Hello,

    The notion of interaction brings together voice, email, chat ... From a CRM point of view, we have the notion of file, ticket (incident) open / closed

    Would it be possible to assign an interaction from PureCloud to a folder that exists already in Dynamics 365 of a customer that often calls, then qualify the open or closed folder ?

    Regards,
    #Implementation
    #Integrations

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    Charaf Eddine Chemlal
    Dimension Data France
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  • 2.  RE: Dynamics CRM Ticket open/closed

    GENESYS
    Posted 04-18-2019 11:09
    I'm not sure that I'm following when you reference a folder.

    If you're looking for a ready made call logging solution, I would recommend checking out InteractionSync by Avtex: https://appfoundry.genesys.com/#/filter/purecloud/listing/5064d8d3-2051-44ca-9f6b-dd49838f7681

    This solution utilizes an activity object, then relates them to various Dynamics objects based on navigation/agent selection.

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    Richard Schott
    Genesys - Employees
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  • 3.  RE: Dynamics CRM Ticket open/closed

    Posted 04-18-2019 14:18
    Hello,

    What I meant by folder is an object that is manipulated from CRM Dynamics, it gathers all the history of calls already made specific to a customer.

    Regards,

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    Charaf Eddine Chemlal
    Dimension Data France
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  • 4.  RE: Dynamics CRM Ticket open/closed

    Posted 10-27-2021 19:32
    Hi, were you able to resolve this?

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    Maksim Gill
    Eccentex, Inc.
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