# Microsoft Dynamics 365

### What is Microsoft Dynamics 365 Integration in ZigiOps?

Microsoft Dynamics 365 is a cloud-based CRM and ERP platform used for sales, customer service, field service, and business operations management.

ZigiOps enables secure, API-based integration between Microsoft Dynamics 365 and ITSM, DevOps, and monitoring platforms. Using ZigiOps, incidents and records from Dynamics 365 can be synchronized with external systems to support automated workflows and cross-team collaboration.

With ZigiOps, Microsoft Dynamics 365 can:

* Sync CRM incidents and cases with ITSM platforms such as Jira and ServiceNow
* Participate in bi-directional cross-team workflows between sales and IT operations
* Trigger automated ticket creation in DevOps tools based on Dynamics 365 events
* Exchange data with monitoring and cloud platforms for end-to-end visibility

The integration is fully customizable and does not require custom scripts or plugins.

### Which Microsoft Dynamics 365 Versions Are Supported?

Please note that using a supported version is mandatory.

| Product                | Supported Deployment Types | Supported Versions |
| ---------------------- | -------------------------- | ------------------ |
| Microsoft Dynamics 365 | All                        | All                |

### Are There Any Environmental Prerequisites for Microsoft Dynamics 365?

> **Note:** Confirm the prerequisites of the corresponding integration template before continuing, as some templates may not require all environmental prerequisites.

**System Requirements:**

* Azure AD application with API access enabled
* Client ID, Client Secret, and Tenant ID from the Azure App Registration
* Integration user account with appropriate Dynamics 365 permissions

**Network and Connectivity Requirements:**

* HTTPS access to the Dynamics 365 instance endpoint
* Outbound connectivity from ZigiOps to the Dynamics 365 API

### How Do I Connect Microsoft Dynamics 365 to ZigiOps?

#### Microsoft Dynamics 365 - Connected System Configuration

Follow the steps below to add your Microsoft Dynamics 365 instance as a connected system.

{% stepper %}
{% step %}
Log into your ZigiOps instance.
{% endstep %}

{% step %}
Navigate to: **Connected Systems > Add New System > MS-Dynamics**
{% endstep %}

{% step %}
Configure the following parameters:

* **Server URL** - Input the URL of your instance. For example, `https://example.crmX.dynamics.com`
* **Client ID** - Input the Client ID from your Azure App Registration.
* **Client Secret** - Input the Client Secret from your Azure App Registration.
* **Tenant ID** - Input the Tenant ID from your Azure App Registration.
* **Proxy Settings** - Enables the usage of a proxy server.
  {% endstep %}

{% step %}
Examine the settings and if they are correct, click the **Save** button to store the system.
{% endstep %}
{% endstepper %}

Once saved, Microsoft Dynamics 365 becomes available for use in ZigiOps integration templates.

### What Are the Most Common Microsoft Dynamics 365 Integration Use Cases?

#### Use Case 1: Incident Escalation from Dynamics 365 to Jira

When a customer case is created or escalated in Dynamics 365, ZigiOps can automatically create a corresponding Jira task, including case details, priority, and contact information. Updates in Jira are synchronized back to Dynamics 365 for full closed-loop visibility.

#### Use Case 2: Bi-Directional Case Sync Between Dynamics 365 and ServiceNow

Customer incidents managed in Dynamics 365 can be mirrored as ServiceNow incidents for IT operations teams. ZigiOps keeps both records in sync, eliminating manual data entry across CRM and ITSM platforms.

#### Use Case 3: Automated Cross-Team Workflows for Field Service

Field service work orders created in Dynamics 365 can trigger corresponding tasks in DevOps or ITSM tools, ensuring that field operations and IT teams work from a single synchronized data set.

### What Integration Templates Are Available for Microsoft Dynamics 365?

ZigiOps provides integration templates for Microsoft Dynamics 365, depending on the paired system.

* Microsoft Dynamics incidents to Jira tasks

*See the Integration Catalog for all Microsoft Dynamics 365 templates.*

Templates are documented individually in the Integration Catalog.

### Summary

The Microsoft Dynamics 365 integration in ZigiOps enables:

* Secure, OAuth 2.0-based API connectivity
* Support for all Dynamics 365 deployment types
* Integration with ITSM, DevOps, and monitoring platforms
* Flexible authentication using Client ID, Client Secret, and Tenant ID
* Optional proxy configuration
* Fully customizable synchronization workflows

ZigiOps allows Microsoft Dynamics 365 to participate in enterprise-grade ITSM, DevOps, and automation ecosystems without requiring custom development.


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