Connection settings for Microsoft Dynamics 365 Customer Service

Enter a unique name for the ACD.

Enter your MS Dynamics 365 ID.

Enter the Application ID for your MS Dynamics 365 account.

Enter the client secret associated with your MS Dynamics 365 account. See Configure Microsoft Dynamics 365 Contact Center to learn how to generate a client secret.

Your Workforce Optimization service account username. This service account is also referred to as your tenant administrator account or API user account. This is required for uploading data to the correct tenant. This account needs to be created by a system administrator, and the account resides in your tenant system. This tenant administrator account also needs to be given the correct permissions to upload data.

Contact Provider Support for assistance with creating this tenant administrator account.

See Create an API user and Manage roles and permissions for more information.

IMPORTANT    If you change your username, then you must immediately make the same changes to this field.

The Workforce Optimization service account password.

IMPORTANT    If you change your password, then you must immediately make the same changes to this field.

(Optional) Allows you to map MS Dynamics 365 metadata to custom metadata labels in Workforce Optimization. MS Dynamics 365 metadata values are synced with MS Dynamics 365 contacts into Workforce Optimization. The MS Dynamics 365 metadata values are mapped to metadata labels you create in Metadata Manager (located at Application Management > QM > QM Configuration > Metadata Manager).

After it is successfully mapped, you can use metadata to add a variety of trackable information to a contact in Workforce Optimization. Metadata fields are in the Contact Information tab on the Media Player page (Interactions > open a contact). You can view, edit, or delete a metadata field from your system.