How can you integrate Microsoft Dynamics CRM software with Dynamics 365?

The question in itself is a bit strange here as Dynamics 365 CE (Sales, Customer Service, Customer Insight, Field Service) are a CRM system. Hence "integrating" to a CRM system isn't strategically very sound, although it is very possible, if for instance you are using SalesForce as a Sales Automation system (part of CRM) and Dynamics 365 CE for the rest of the CRM functionality. The strategic recommendation would be to move all CRM into the same platform as this reduces any need for integrations and also enables more interactions between the different CRM modules. For instance, making a Marketing segment to customers who have recently had a ticket with customer service.

Creating a custom connector to integrate any other CRM application with Dynamics 365 involves several steps. Let’s focus on using Power Automate with APIs: In Power Automate, create a new custom connector. Upload an optional connector icon and provide a description. Set the API host address for the Currency Exchange Rate API. Specify Auth Type: Choose API Key auth (common for many APIs). Configure the API Key parameter details. Create the Connector def: Define actions for your custom connector. Specify a summary, description, and Operation ID for each action. Set up the HTTP request details based on the API req. Build and Test: Use the custom connector in your PA flow. Retrieve live exchange rates or perform other CRM-related tasks.

First, you might want to answer a few questions (random order) Why do you integrate at all? Do you want to integrate or replace your existing CRM solution? Are there regulatory requirements to use different platforms or hybrid scenarios?

You need to start by choosing an integration strategy and overall method. Point-to-point, batch, pub/sub, event based are some different options that have different pros and cons. Important is to try to harmonize this with the overall integration strategy of the organization, while still being a bit pragmatic. Also plan to build the integration in stages. Start with a few columns in the most important tables and then move forward. It is very common to run into different kinds of problems when doing integration, often related to differences in datamodels and how data is interpreted. For instance, ERP system have addresses for invoicing and delivery while CRM systems have visiting and postal addresses. Just integrating these will be bad.

Before configuring any integration, make sure you have done a proper capability mapping. Technical aspects of integrations (eg. security, schedules, etc) are important, yet it might be even more important to know why.

Testing integrations are complex. You need very comprehensive test scripts. How to monitor and catch any errors should also be part of the integration strategy and architecture.

Any software is just a tool that should help us achieve certain goals. It is extremely important to take into account the human aspect and understand that digital transformation will not be possible without appropriate preparation and often changing the way of working.