Configuration in Microsoft Dynamics

You have to interact with Microsoft Dynamics in three scenarios:

• To obtain client ID, Client Secret, and Client Tenant ID for configuration

• To import Knowbler into your Microsoft Dynamics environment

• To configure Microsoft Dynamics so that the support agents can share articles

Obtain the IDs and Secret

1. In Azure Active Directory, navigate to App registrations and click New registration.

   

2. Enter a Name for the application, such as The Portal Connector

3. Under Supported account types, select Accounts in this organizational directory only (None only - Single tenant).

4. Add https://oauthsfdc.searchunify.com in Redirect URI .

5. Click Register.

   

6. Copy the Client ID and Client Tenant ID.

   

7. Navigate to Certificates & secrets, click on New Client Secret. Enter a description, select an expiry duration and click Add.

   

8. Store the Secret ID. You will not see it again.

   

9. Next, navigate to API permissions and click Add a permission.

   

10. On Request API permissions, select Dynamics CRM.

    

11. Select user_impersonation and click Add permissions.

    

12. Click Grant admin consent.

    

13. Return to adding connection for Microsoft Dynamics. Article: Knowbler-Dynamics: Configuration in Knowbler. After activating the client, return to this document and complete the configuration.

Import Knowbler into Microsoft Dynamics

This configuration ensures that Knowbler will appears on the case form in your Microsoft Dynamics.

1. Download your client.

   

2. Click Import solution to upload the zipped file to Power Apps.

3. Choose Knowbler from Solutions and click Switch to classic.

   

4. Enter details on the Configuration tab.

   

5. Go to Power Apps > Settings > Advanced Settings.

   

6. Open Customizations fromSettings.

   

7. Choose Customize the system.

8. Go to Entity > Case. Then, open Forms > Case for Interactive Experience.

   

9. Under Insert, select Web Resources. Find the uploaded Knowbler app and add it as a web resource. View the layout and publish it.

10. Return to Entity > Case. Then, open Forms > Case for Interactive Experience. Publish all customizations

Now you can use Knowbler in Microsoft Dynamics.

Activate Sharing for Public Articles

Without this configuration, support agents cannot use Link via case comment in their Knowbler box.

1. Navigate to Powerapps.

2. Select a Customer Service Trial environment.

   

3. Click Create and select the Customer Self-Service portal. Assign a name and address to the portal.

4. Wait for the portal to install itself. It can take up to 30 minutes.

5. Then, go to Customizations. Pick a case entity and select Case for Interactive Experience.

   

6. Inside Insert, choose a column layout and name it. Then, open Sub-Grid, enter details, and choose entity Knowledge Articles Incidents.

   

7. Save and publish.