Ms CRM Social Care
Summary: ms crm2013 sp1 Creating cases,social profiles from facebook,twitter,linkedin social media.
The Social Care sample application provides a general interface
and data model for automated conversion of social posts to Microsoft Dynamics CRM
record types by using the social care generic framework feature.
You’ll be able to automatically convert social posts to a Microsoft
Dynamics CRM case and social profile,search existing records, and associate
social posts and profiles to them.
The framework can be extended to meet your custom scenarios for social
engagement because the framework leverages Create, Read, Update and Delete
operationson an entity API method delivered thru the OData endpoint of Microsoft
Dynamics CRM.
This readme uses Twitter as an example to showcase the offerings
of the social care generic framework.
Prerequisites:
Before you can use this sample, you need the following
prerequisites:
·
Microsoft Visual Studio 2012/2013 installed on
your development computer
·
A database like Microsoft SQL Server or SQL Server
Express
·
NuGet package manager extension installed in
Visual Studio
·
If you’reusing OAuth authentication, perform the
necessary configuration steps as per Register a CRM app with Active Directory
·
Twitter application registration. You must
register an application in Twitter so that OAuthagainst Twitter can be used
from the sample app.
·
On your Microsoft Dynamics CRM server, create a
queue with “social to case settings” configured and activate the queue.
Install and build the sample
The sample application needs to be updated to configure the
connections to the database, Twitter, and Microsoft Dynamics CRM.The
configuration steps are described as follows.
Database setup:
1. In
Visual Studio, navigate to View>Server Explorer.
2. Right-click
Data Connections, click Add Connection,select Microsoft SQLServer
(SqlClient) as the data source, and then click Continue.
3. Specify
the server name, enter Twitter as the
database name, and then click OK.
4. To
create the necessary tables, run theModels\Twitter.edmx.sql file provided with
the sample from SQLManagement Studio. This will update your Twitter database.
5. Update
the following connection strings in web.config accordingly.
<connectionStrings>
<addname="TwitterEntities1"connectionString="…"providerName="System.Data.EntityClient" />
</connectionStrings>
Twitter connection setup
1.
The sample
application needs the consumer and secret keys to communicate with Twitter. You
can obtainthe keys by registering your app on Twitter. More information:
Twitter Apps
2.
Once you have
the keys, update the web.configfile with the keys under the application
settings section. The settings are “ConsumerKey” and “ConsumerSecret”.
Microsoft Dynamics CRM connection setup
1.
Open the web.config file and change the app
settings as indicated here.
·
Fill in the value for the “CrmServerUrl”setting
to point to your server (don’t add the trailing slash mark ‘/’).
·
Set thevalue for “DeploymentType” to Online, IFD or OnPremise as per your Microsoft
Dynamics CRM installation.
·
For an IFD:
o
Specify a value for“OAuthUrl”
o
Specify a value for “ClientID”
·
For an Online deployment:
o
Specify a value for “ClientID”
·
For an on-premises deployment:
o
Specify a value for “UserName”
o
Specify a value for “Password”
o
Specify a value for “Domain”
2.
(Optional) Configure the watch list feature. The
watch list button in the app UI searches for recent messages from Twitter for
the specified search term. The “WatchlistKeyword” setting controls the search
term.
Build the sample
1.
In Visual Studio, select Build and then Build
Solution.
Run the sample
The sample app user interface (UI) and its functionality can be
fully customized and extended to meet your business scenarios.
To launch the sample
app interface, select Debug and then
Start without Debugging.
Click
on Signin with Twitter. This will
redirect you to Twitter website to authenticate and authorize the application.
Get Direct Messages: Shows the direct
messages received on your Twitter
Search:Enter a search term and click on
Search to search for tweets.
Watchlist:Manage
customer sentiment byidentifyingkeywords, #tags, and @mentions thatidentify
with your brand, product, or service and setup automatic social post-to-case
creation.
Show Linked CRM Cases: Quick reference to the case records created
Select
a social post that you’d like to create a CRM record for.
The image shows the sample app UI
and the intended functionality of the UI elements.
Create a case
1. Select
Cases from the CRM entity drop-down
list.
Note: You can extend the sample to include other entities.
2. Createis selected by default.
3. Provide
a title for the CRM case (optional). If none is provided, the post description
will assume the title of the case.
4. Select
a queue from the list of configured CRM queues.
5. Click
Submit.
Associate a post to an existing CRM case
1. Select
Cases from the CRM entity drop-down
list.
2. Search
for a case.
3. From
the search results, select a case that you would like to associate the post to.
4. Click
to select Associate activity.
6. Provide
a title for the CRM social activity (optional). If none is provided, the post
description will assume the title of the social activity.
5. You
don’t have to select a queue.
6. Click
Submit to associate the social post
as an activity to your selected case record in CRM.
Source
high influencers for your business requirements and save them as Microsoft Dynamics
CRM contacts with their social profile information.
Create a contact
1. Select
Contact from the CRM entity drop-down
list.
2. By
default, Create is selected.
3. Click
Submit.
Associate a social profile
Alternatively,
you can associate a social profile to an existing CRM contact record as shown
here.
1. Select
Contact from the CRM entity drop-down
list.
2. Search
for a contact.
3. From
the search results, select a contact that you’d like to associate the post
authors social profile information to as a social profile record of CRM.
4. Click
to select Associate social profile.
5. Click
Submit.
Create a social profile
record
1. Select
Social Profile from the CRM entity
drop-down list.
2. Search
to confirm the profile record doesn’t exist in CRM.
3. If
the record doesn’t exist, click Submit
to create the social profile record.
4. This
action also automatically creates a contact record and associates the social
profile record to it.
Notes
·
The sample files are not intended to be used in
a production environment. You should deploy this sample to a test environment
and examine it for interaction or interference with other parts of the system.
·
Enhancements Possible:
1.
A queue with an active social-to-case creation
rule is necessary for automated conversion of a social activity to a case
record.The sample app doesn’t mandate queue selection when attempting to create
a case. In such a case a social activity gets created but the case record isn’t
set as a regarding object of the social activity.
2.
Avoid creating duplicate cases for the same post.
The sample app doesn’t try to check if the tweet is already tracked in CRM as a
social activity on case creation. Code changes can be made in CasesController.cs::Show() to prevent
duplicate case creation.
if like this post please like crmonce page in facebook.
For More Tutorials Click Here
