Pre-Built Tooling
| Category | Details |
|---|---|
| Authentication | OAuth 2.0 (Authorization Code with refresh tokens) |
| Two-Way Sync | No |
| Events Supported | No |
| Realtime | Polling |
| Supports Rate Limiting | Yes |
| Authentication Scopes Supported | openid, email, profile, offline_access, and Dynamic URL-based scopes |
Objects Supported
Alloy Automation supports syncing the following objects from Microsoft Dynamics Customer Service: Based on the Microsoft Dynamics 365 Web API, typical objects include:- Accounts
- Contacts
- Cases
- Activities (Emails, Phone Calls, Tasks)
- Opportunities
- Leads
- Users
- Teams
Set Up Guide
Trial Access
| Question | Answer |
|---|---|
| Offers free trial? | Yes. Microsoft offers a 30-day free trial of Dynamics 365 Customer Service. Start free trial |
| Requires paid sandbox | No. Trial environments can be used for testing and development. |
| Requires partnership to obtain authentication? | No, but you need an Azure AD tenant and must register an application in the Azure Portal. |
Authentication (OAuth 2.0)
For customers who want to completely whitelabel their OAuth experience, you can provide your own developer keys instead of using Alloy Automation’s.Create your OAuth app (Azure Portal)
- Go to Azure Portal (https://portal.azure.com/) and sign in with your Microsoft account.
- Navigate to Azure Active Directory → App registrations → New registration.
- Fill in your application details:
- Name: Your application’s name
- Supported account types: Choose the appropriate option (typically “Accounts in any organizational directory”)
- Redirect URI: Select “Web” and enter
https://api.runalloy.com/api/strategy/connector/microsoftCRM/callback
- Click Register to create the application.
- Note your Application (client) ID from the Overview page.
- Navigate to Certificates & secrets and click New client secret.
- Add a description and expiration period, then click Add.
- Copy the Value of the client secret immediately (it won’t be shown again).
- Navigate to API permissions and click Add a permission.
- Select Dynamics CRM and add the following delegated permissions:
user_impersonation- Access Dynamics 365 as organization users
- You may also need to add Microsoft Graph permissions:
openid,email,profile,offline_access
- Click Grant admin consent if you have admin privileges, or ask your tenant administrator to grant consent.
- Copy your Application (client) ID and Client Secret into Alloy Automation.
Important Notes
- The organization subdomain (e.g.,
yourorg.crm.dynamics.com) must be configured correctly to access the specific Dynamics 365 instance. - Users must have appropriate security roles in Dynamics 365 to access entities via the API.
- OAuth tokens respect the user’s permissions - API calls will fail if the authenticated user lacks access to specific records or entities.
Use Cases
1) Unified customer service ticketing
Sync customer support cases from Dynamics 365 Customer Service into your multi-channel support platform, enabling agents to manage tickets from email, chat, and phone in a single interface.2) Sales and service alignment
Connect Dynamics 365 Customer Service with your CRM to provide sales teams with visibility into customer support history, enabling better account management and proactive issue resolution.3) Account enrichment automation
Automatically enrich account and contact records in Dynamics 365 with data from external sources like data providers, social media, or marketing platforms to maintain complete customer profiles.4) Automated case routing and escalation
Build workflows that automatically route cases to appropriate teams based on customer attributes, case properties, or SLA thresholds, and escalate high-priority issues to managers.5) Service performance analytics
Extract case metrics, resolution times, and customer satisfaction data from Dynamics 365 into your business intelligence platform to create comprehensive service performance dashboards.API Gotchas
-
Dynamics 365 uses OData v4 with some Microsoft-specific extensions. Complex queries require understanding of OData syntax, including
$filter,$expand, and$select. Malformed queries will return cryptic error messages. -
The API endpoint includes an organization-specific subdomain (e.g.,
orgname.crm.dynamics.com). This subdomain must match the Dynamics 365 environment you’re connecting to. Using the wrong subdomain results in authentication errors even with valid tokens. -
Field names in Dynamics 365 often have unintuitive naming conventions (e.g.,
_ownerid_valuefor the owner lookup field). You must use the Web API metadata endpoint to discover the exact field names and types for custom entities. - Rate limits are enforced per user per organization instance, with limits around 60,000 API calls per 5 minutes per user. Exceeding this triggers 429 errors with mandatory retry-after periods. Service Principal authentication has different, often higher, limits.
For questions or troubleshooting, contact support@runalloy.com.