CRM
Read the Case history before the call, write the outcome back after it.
Dynamics 365 deployments vary a great deal from one organisation to the next — different entities customised for Sales, Customer Service or Field Service. Connecting to yours means reading the Contact, Account or Case that matters to this specific caller, and writing the outcome back to the record your team already works from.
Named platforms are integration targets. FutureFace Tech is not a partner of, endorsed by, or affiliated with them.
Where Microsoft Dynamics 365 fits in the conversation.
- CRM lookup and write-back for Leads, Contacts and Accounts
- Logging Phone Call activities against the right record automatically
- Creating Cases for unresolved issues raised during a call
- Booking Appointments and adding service context to an existing Case
How it works
Read, decide, write, trigger.
Reads
Before the agent speaks
- The Contact or Account record before the call is answered
- Open Cases already logged against the caller
- Prior Activities — calls, emails and appointments — on the record
Decides
During the conversation
- CRM lookup and write-back for Leads, Contacts and Accounts
- Logging Phone Call activities against the right record automatically
- Creating Cases for unresolved issues raised during a call
- Booking Appointments and adding service context to an existing Case
Writes
As the outcome happens
- A new Case for an issue the caller raises that is not yet resolved
- A Phone Call activity carrying the transcript and outcome
- An Appointment created against the Contact or Case
- Qualification detail added to a Lead
Triggers
The moment it ends
- A Power Automate flow keyed to the new Case status
- An assignment rule routing the Case to the right queue
- A notification to the Case owner
Security and access.
Connects through the Dataverse Web API with an application user scoped to the specific tables and security roles your implementation defines, mirroring your existing Dynamics 365 security model rather than bypassing it. Because Dynamics deployments are customised per organisation, the exact entities and fields are scoped and confirmed with you before anything is built.
Who uses this
The AI employees that connect through Microsoft Dynamics 365.
Elsewhere on the site
Where this integration shows up.
Relevant solutions
Relevant industries
Questions about the Dynamics 365 integration
Why is this planned rather than available on project like the other CRMs?
Dynamics 365 deployments are customised per organisation — the entities, fields and security roles used for Sales, Customer Service or Field Service all vary — so the scope has to be defined for your specific instance before a build timeline can be committed.
Is this a Microsoft partnership?
Named platforms are integration targets. FutureFace Tech is not a partner of, endorsed by, or affiliated with them.
Would it respect our existing security roles?
Yes. Any application user created for this integration is scoped to specific tables and roles matching your existing Dynamics security model, not given broader access.
Can we ask for this to be prioritised?
Yes — get in touch to discuss your specific Dynamics 365 setup and we will scope what a build would involve.
Considering Microsoft Dynamics 365 as part of your implementation?
Tell us about your setup and we will scope what a connection to it would involve.