Ms crm 2014 leo Case Automation from the facebook,twitter,linkedin by using Social Care

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.

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