QGate Microsoft Dynamics 365 / CRM Service Manager – Usage Guide

Summary

All QGate products that integrate with Microsoft Dynamics 365/CRM use the QGate Microsoft Dynamics 365 / CRM Service Manager.  The QGate Microsoft Dynamics 365 / CRM Service Manager assists in defining connections to your Microsoft Dynamics 365 / CRM service, with the ability to manage several connections and easily switch between them.

intelli-CTi provides interactive guides for setting up, installing and configuring the product. You can follow an interactive guide for configuration a connection to Microsoft Dynamics 365 here.

Defining a CRM Service Connection to CRM Online

When needing to connect to a Microsoft Dynamics 365 / CRM Online instance of D365 (Microsoft hosted), this requires a connection to the Microsoft cloud.

Use the follow steps outlined below to define a Service Manager CRM connection to a CRM Online hosted deployment.

Using the CRM Service Manager connection dialog:

To create a new connection, perform the following:

  1. Enter a name (alias) for this new service connection, this can be whatever name you wish. As this value will subsequently appear in various areas of your application we greatly recommend using a suitable descriptive name (e.g. “CRM Development Server”, “CRM Production Server”).
  2. Select the Microsoft Dynamics 365/CRM Deployment Type for Microsoft Dynamics 365 Online.
  3. Select the geographic region where your CRM Online instance is hosted.
  4. Specify if you would like to use OAuth as a form of authentication to your hosted Dynamics 365 instance. This would be required if you are planning to use Multi-Factor Authentication (MFA).
  5. To establish and browse a list of available D365 Organizations you have available, click the […] (ellipse) button – This will require you to authenticate with your D365 Online service.
  6. If the authentication request was successful, you should see a list of available CRM Organizations – please select the one you wish to connect to.
  7. Just to confirm all the settings are correct, click the [Test Connection] option – this will require you to authenticate to the selected CRM Organization.

Click [OK] to save our CRM connection definition.

Defining a CRM Service Connection to CRM On-Premise or Federated/ADSF

When needing to connect to a Microsoft Dynamics 365/CRM instance on-premise, this may be via Windows Active Directory or by Federated/ADSF (Active Directory Federated Services).

Use the follow steps outlined below to define a Service Manager CRM connection to a CRM on-premise deployment.

Using the CRM Service Manager connection dialog:

To create a new connection, perform the following:

  1. Enter a name (alias) for this new service connection, this can be whatever name you wish. As this value will subsequently appear in various areas of your application we greatly recommend using a suitable descriptive name (e.g. “CRM Development Server”, “CRM Production Server”).
  2. Select the Microsoft Dynamics 365/CRM Deployment Type for On-Premise (Federated/ADFS).
  3. Enter the name (or IP address) of the CRM server
    (Note: You only need just the name – not the “http” part, port number or anything else)
  4. If the CRM server you are connecting to is configured to use secured connections (e.g. https), you will need to check the Secure Connection option.
  5. Enter the port number for your CRM connection:
    • The default port number for Federated/ADFS (secured) connections is typically 443.
    • The default port number for On-Premise (internal) connections is typically 80.
  6. To establish and browse a list of available CRM Organizations you have available, click the […] (ellipse) button – This will require you to authenticate with your CRM Online service.
  7. If the authentication request was successful, you should see a list of available CRM Organizations – please select the one you wish to connect to.
  8. Just to confirm all the settings are correct, click the [Test Connection] option – this will require you to authenticate to the selected CRM Organization.

Click [OK] to save our CRM connection definition.

 Related Resources:
Further Information:


See the intelli-CTi Help Center User Guidelines for important considerations of use.