{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":21300,"path":"integrate-applications/integration-hub/microsoft-dynamics-crm-spoke.md","title":"Microsoft Dynamics CRM Spoke","bundle":null,"doc_type":null,"release":"australia","body":"\n# Microsoft Dynamics CRM Spoke\n\nProvide the baseline actions to interact with Microsoft Dynamic Entities through introspection.\n\n## Integration Hub subscription\n\nThis spoke requires an Integration Hub subscription. For more information, see [Legal schedules - IntegrationHub overview](https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/legal/snc-addendum-integrationhub.pdf).\n\n## Spoke version\n\nMicrosoft Dynamics CRM spoke v1.10.1 is the latest version. For version history of the spoke, see [Microsoft Dynamics CRM spoke release notes](https://www.servicenow.com/docs/r/store-release-notes/store-integrationhub-rn-dynamics.html).\n\n## Spoke dependencies\n\nIf you’re having trouble installing the app, ensure that these dependent plugins are installed:\n\n-   ServiceNow IntegrationHub Action Step - REST \\(com.glide.hub.action\\_step.rest\\)\n-   ServiceNow Flow Designer - Dynamic Inputs \\(com.glide.hub.dynamic\\_inputs\\)\n-   ServiceNow IntegrationHub Runtime \\(com.glide.hub.integration.runtime\\)\n-   Complex Object \\(com.glide.cobject\\)\n-   ServiceNow Flow Designer - Dynamic Outputs \\(com.glide.hub.dynamic\\_outputs\\)\n-   ServiceNow IntegrationHub Action Template - Data Stream \\(com.glide.hub.action\\_type.datastream​\\)\n\n**Note:** Some of these plugins are licensable features and require appropriate licenses, if used outside the spoke implementation.\n\n## Spoke flows\n\nThe Infoblox spoke provides sample flows to create an opportunity in Dynamics CRM.\n\n<table id=\"table_sqr_rch_gqb\"><thead><tr><th>\n\nFlow\n\n</th><th>\n\nDescription\n\n</th></tr></thead><tbody><tr><td>\n\nCreate Opportunity in Dynamics CRM\n\n</td><td>\n\nCreates an opportunity in Dynamics CRM and updates the opportunity record in your ServiceNow instance.\n\n</td></tr></tbody>\n</table>## Spoke subflows\n\nThis spoke ships with the following subflows.\n\n|Subflow|Description|\n|-------|-----------|\n|Process Dynamics CRM Webhook|Receives the Dynamic CRM webhook notification and converts it into an array of objects and logs the details.|\n|Process Dynamics CRM Webhook for Opportunity​|Receives the Dynamic CRM webhook notification and updates the opportunity table record.|\n\n## Available sample conversational subflows\n\nInstall Now Assist for Conversational Spokes and start using the conversational ability of Integration Hub spokes. For more information, see [ServiceNow Otto for Conversational Spokes](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/integrate-applications/integration-hub/conv-spokes-na.md).\n\n|Conversational subflow|Usage|\n|----------------------|-----|\n|Look up Opportunities - Sample|Retrieves opportunity details from Microsoft Dynamics CRM based on the specified filter criteria.|\n|Look up Contacts - Sample|Retrieves contact details from Microsoft Dynamics CRM based on the specified filter criteria.|\n|Look up Accounts - Sample|Retrieves account details from Microsoft Dynamics CRM based on the specified filter criteria.|\n|Look up Leads - Sample|Retrieves leads details from Microsoft Dynamics CRM based on the specified filter criteria.|\n|Create Lead - Sample|Creates lead in Microsoft Dynamics CRM.|\n\nIn this example, a lead is created for John Smith who is interested in CRM Software and is focused on improving sales processes.\n\n\\[Omitted image \"dyn-crm-conv-subflow.png\"\\] Alt text: Example showing lead creation.\n\n## Spoke actions\n\nThe Microsoft Dynamics CRM spoke provides the baseline actions to interact with Microsoft Dynamic Entities through introspection.\n\n<table id=\"table_xtv_cwt_g3bb\"><thead><tr><th>\n\nCategory\n\n</th><th>\n\nAction\n\n</th><th>\n\nDescription\n\n</th></tr></thead><tbody><tr><td rowspan=\"3\">\n\nAccount Management\n\n</td><td>\n\nCreate Account\n\n</td><td>\n\nCreate an account in Microsoft Dynamics CRM.\n\n</td></tr><tr><td>\n\nLook up Account Details by Account ID\n\n</td><td>\n\nRetrieve the details of the required account in Microsoft Dynamics CRM.\n\n</td></tr><tr><td>\n\nLook up Accounts Stream\n\n</td><td>\n\nRetrieve details of all the accounts in Microsoft Dynamics CRM.\n\n</td></tr><tr><td rowspan=\"2\">\n\nCase Management\n\n</td><td>\n\nCreate Case\n\n</td><td>\n\nCreate case in Microsoft Dynamics CRM.\n\n</td></tr><tr><td>\n\nLook up Case Details by Case ID\n\n</td><td>\n\nRetrieve details of the specified case in Microsoft Dynamics CRM.\n\n</td></tr><tr><td rowspan=\"3\">\n\nContact Management\n\n</td><td>\n\nCreate Contact\n\n</td><td>\n\nCreate contact in Microsoft Dynamics CRM.\n\n</td></tr><tr><td>\n\nLook up Contact Details by Contact ID\n\n</td><td>\n\nRetrieve details of the required contact in Microsoft Dynamics CRM.\n\n</td></tr><tr><td>\n\nLook up Contacts Stream\n\n</td><td>\n\nRetrieve details of all the opportunities in Microsoft Dynamics CRM.\n\n</td></tr><tr><td rowspan=\"2\">\n\nLead Management\n\n</td><td>\n\nCreate Lead\n\n</td><td>\n\nCreate lead in Microsoft Dynamics CRM.\n\n</td></tr><tr><td>\n\nLook up Lead Details by Lead ID\n\n</td><td>\n\nRetrieve details of the required lead in Microsoft Dynamics CRM.\n\n</td></tr><tr><td rowspan=\"4\">\n\nMetadata Retrieval\n\n</td><td>\n\nLook up Entities\n\n</td><td>\n\nRetrieve all the entities and their logical names in Microsoft Dynamics CRM.\n\n</td></tr><tr><td>\n\nLook up Entity Metadata\n\n</td><td>\n\nRetrieve all the metadata available for the required entity type in Microsoft Dynamics CRM.\n\n</td></tr><tr><td>\n\nLook up Entity URL\n\n</td><td>\n\nRetrieve all the entities and its entity set name \\(public URL name\\) available in Microsoft Dynamics CRM.\n\n</td></tr><tr><td>\n\nLook up Field Choice List\n\n</td><td>\n\nRetrieve all the choice lists for the fields that are in the name and label pair format.\n\n</td></tr><tr><td rowspan=\"3\">\n\nOpportunity Management\n\n</td><td>\n\nCreate Opportunity\n\n</td><td>\n\nCreate an opportunity in Microsoft Dynamics CRM.\n\n</td></tr><tr><td>\n\nLook up Opportunities Stream\n\n</td><td>\n\nRetrieves details of all the opportunities in Microsoft Dynamics CRM.\n\n</td></tr><tr><td>\n\nLook up Opportunity Details by Opportunity ID\n\n</td><td>\n\nRetrieve the details of the required opportunity in Microsoft Dynamics CRM.\n\n</td></tr><tr><td rowspan=\"9\">\n\nRecord Management\n\n</td><td>\n\nCreate Record\n\n</td><td>\n\nCreate a record in Microsoft Dynamics CRM.\n\n</td></tr><tr><td>\n\nDelete Record\n\n</td><td>\n\nDeletes a record in Microsoft Dynamics CRM.\n\n</td></tr><tr><td>\n\nLook up Primary Attributes and Logical Name\n\n</td><td>\n\nRetrieve primary attributes and logical name for the specified entity.\n\n</td></tr><tr><td>\n\nLook up Record by Record ID\n\n</td><td>\n\nRetrieve information of the specified record in an Entity.\n\n</td></tr><tr><td>\n\nLook up Record by Search Query\n\n</td><td>\n\nRetrieve record based on the search query and entity selected from the choice list.\n\n</td></tr><tr><td>\n\nLook Up Records \\(Before Paris Version\\)\n\n</td><td>\n\nRetrieve records based on the search query and specific entity.\n\n</td></tr><tr><td>\n\nLook up Records Stream\n\n</td><td>\n\nRetrieve records based on the search query and specific entity.\n\n</td></tr><tr><td>\n\nSubflow Helper Action\n\n</td><td>\n\nParses the JSON input and converts it into an array object. This can action can be used for creating subflows.\n\n</td></tr><tr><td>\n\nUpdate Record\n\n</td><td>\n\nUpdate a record in Microsoft Dynamics CRM.\n\n</td></tr></tbody>\n</table>## Available AI agents\n\nInstall Now Assist for Integration Hub and start using the available AI agents. For more information, see [ServiceNow Otto for Integration Hub](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/integrate-applications/integration-hub/now-assist-spokes.md).\n\nThis spoke provides standalone AI agents that mimic human-like intelligence to perform tasks in your ServiceNow instance.\n\n-   In the ServiceNow agentic system, you can create an agentic workflow that comprises of a set of large language model \\(LLM\\) instructions along with one or more standalone AI agents to execute an objective. See [Create an agentic workflow](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/configure-use-case-ai-agents.md) for information about adding AI agents to create agentic workflows as per your requirement and provide the required trigger.\n\n    You can also search for other available AI agents and add them to your agentic workflow. See [Find AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/find-ai-agents.md) for more information.\n\n-   You can create a clone of the required spoke AI agent and customize it as per your requirement. See [Duplicate an AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/clone-ai-agent.md) for more information about creating a clone.\n-   See [AI Agent Studio \\(legacy\\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/na-ai-agents.md) for information about AI agents.\n\nAvailable AI agents include:\n\n|AI agent|Description|\n|--------|-----------|\n|Microsoft Dynamics CRM record management AI agent|Manages CRM records including deleting, and retrieving the required records.|\n|Microsoft Dynamics CRM case management AI agent|Creates case in Microsoft Dynamics CRM and retrieves details of the specified case.|\n|Microsoft Dynamics CRM contact management AI agent|Retrieves contact streams and contact details by ID, and creates new contacts.|\n|Microsoft Dynamics CRM lead management AI agent|Creates lead in Microsoft Dynamics CRM and retrieves details of the required lead.|\n|Microsoft Dynamics CRM account management AI agent|Creates an account in Microsoft Dynamics CRM and retrieves details of the required accounts.|\n|Microsoft Dynamics CRM opportunity management AI agent|Creates opportunities, retrieves opportunity details, parses CRM entity data, and manages opportunity streams.|\n\nThere might be AI agents installed on your instance that are not used in agentic workflows. To learn how to see all agents that are available to you, see [Find AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/find-ai-agents.md).\n\n**Note:** Ensure that the user running an AI agent has the required roles and permissions to access data or perform operations on data in the table that is associated with the AI agent.\n\n## Spoke module\n\nThe Microsoft Dynamics CRM spoke adds a Microsoft Dynamics CRM module to your ServiceNow instance. The Opportunities module displays the details of the opportunities.\n\n## Connection and credential alias requirements\n\nIntegration Hub uses aliases to manage connection and credential information, and OAuth credentials. Using an alias eliminates the need to configure multiple credentials and connection information profiles when using multiple environments. If the connection or credential information changes, you don't need to update any actions that use the connection.\n\nThis spoke uses the Microsoft\\_Dynamics\\_CRM alias record to authorize actions.\n\n|Connection alias|Description|Connection URL|\n|----------------|-----------|--------------|\n|Microsoft\\_Dynamics\\_CRM|Connection to Microsoft Dynamics CRM|URL configured when you create your application in Azure. This URL ends with `dynamics.com`.|\n\nFor information about setting up the spoke, see [Set up Microsoft Dynamics CRM spoke](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/integrate-applications/integration-hub/setup-ms-dynamics-crm.md).\n\n"}}