Introduction
The Microsoft Dynamics 365 CRM Connector enables RecordPoint customers to integrate their Microsoft Dynamics CRM environment with the RecordPoint platform for compliant records management. This connector captures case-related content, communications, and associated files to support retention, disposal, and compliance obligations.
This connector is particularly suited for organisations managing high volumes of customer interactions, complaints, and enquiries—such as ombudsman offices, regulatory bodies, and customer service centres.
Key Capabilities
The connector is focused on the Cases(Incidents) and associated activities. It will ingest the cases as an aggregation, with the case included a record. Any any associated activities are added as records within the case aggregation. Attachments or associated files to activities are added as binaries to the records in RecordPoint.
Default Managed Objects
The connector manages Dynamics CRM activities by default. If you have custom activities then these will not be ingested.
Case (Aggregation)
├── Voice Call (Record)
│ └── Transcript (Binary)
├── Case Note (Record)
│ └── Attachment (Binary)
├── Email (Record)
│ └── Attachment (Binary)
├── Live Chat (Record)
│ └── Transcript (Binary)
│ └── Attachment (Binary)
├── FB Chat (Record)
│ └── Transcript (Binary)
│ └── Attachment (Binary)
├── Attachment (Binary)
Detailed Entity Table
| Dynamics CRM Entity | RecordPoint Item Type | Parent | Notes |
|---|---|---|---|
| Case | Aggregation | — | Primary container for all case-related content |
| Voice Call | Record | Case | Phone call activity records |
| Transcript (Voice) | Binary | Voice Call | Audio transcription files |
| Case Note | Record | Case | Internal notes and annotations |
| Record | Case | Inbound and outbound email communications | |
| Live Chat | Record | Case | Live chat session records |
| Transcript (Live Chat) | Binary | Live Chat | Chat session transcripts |
| FB Chat | Record | Case | Facebook Messenger conversations |
| Transcript (FB Chat) | Binary | FB Chat | Messenger transcripts |
Additional Entity Types
Please contact RecordPoint support to discuss support for additional entity types.