Enable Microsoft Teams meeting integration in Customer Service (preview)
Applies to: Dynamics 365 Contact Center—standalone and Dynamics 365 Customer Service only
Important
To use this feature, it must be turned on and the license terms must be accepted. What are Preview features and how do I enable them?
A preview feature is a feature that is not complete, but is made available before it’s officially in a release so customers can get early access and provide feedback. Preview features aren’t meant for production use and may have limited or restricted functionality.
We expect changes to this feature, so you shouldn’t use it in production. Use it only in test and development environments.
Microsoft doesn't provide support for this preview feature. Microsoft Dynamics 365 Technical Support won’t be able to help you with issues or questions. Preview features aren't meant for production use and are subject to a separate supplemental terms of use.
The Microsoft Teams meeting integration feature allows your Dynamics 365 Customer Service agents to quickly access and update records in Microsoft Teams before, during, and after meeting with their customers.
By enabling this feature, you can help give agents and supervisors in your organization a cohesive, seamless experience between Dynamics 365 and Teams. Agents can use the meetings functionality to more efficiently meet their customers' needs.
Prerequisites
To enable Teams integration in Customer Service, the following prerequisites must be met.
- You must have a Dynamics 365 Customer Service license for your organization.
- As an administrator, you must configure the ability for agents in your organization to add and join Teams meetings in the Power Platform admin center app. More information: Manage feature settings - Power Platform
- Optional: Configure the ability to sync calendars so that any meetings that are created in Dynamics 365 apps will show up on calendars in Microsoft Outlook and Teams. More information: Set up server-side synchronization of email, appointments, contacts, and tasks - Power Platform
Enable Teams meeting integration
Complete the following steps to enable Teams meeting integration.
In the site map of Customer Service admin center or Contact Center admin center, go to Agent experience > Collaboration.
In Meeting integration using Teams (preview), select Manage.
Toggle Show Dynamics 365 data in Teams meetings (preview) to Yes.
Select Save.
As mentioned in the prerequisites, the following settings are displayed on the page:
- Sync calendars: This optional setting ensures that the meetings created in Dynamics 365 are added to Microsoft Outlook and Teams, and show up on agent calendars. More information: Set up server-side synchronization of email, appointments, contacts, and tasks - Power Platform
- Add and join meetings: This required setting ensures that an agent can create and join Microsoft Teams meetings directly from Dynamics 365. More information: Manage feature settings - Power Platform
Note
The Record and get insights setting is only available in Dynamics 365 Sales apps where customers have a premium license.
Configure record side panel
The side panel helps agents quickly view and update details of the related record during a Teams meeting. The side panel displays notes, tasks, and activities associated with the record. As an administrator, you can customize the side panel to meet the needs of your agents. The record side panel supports only Contact, Opportunity, Lead, Account, and Case entities.
Note
- Case is applicable to Customer Service only.
- The record side panel can be customized by customizing the In Context Form of a table. The following table lists the supported and unsupported customizations for the side panel.
| Supported customizations | Unsupported customizations |
|---|---|
| Define (add or remove) fields in the header. | Enable or disable tabs. Rearrange tabs. |
| Define (add or remove) fields in the Key Details section. Change a field label. Set a field requirement (for example, read-only). |
Enable or disable tabs. Rearrange tabs. Add custom tabs or sections. Add sections other than Key Details, Contacts, Notes, Tasks, Collaboration, and Recent Opportunities. Add a web resource. Add a subgrid. Change the format or layout for headers, tabs, sections, or fields. Change certain properties for headers, tabs, sections, or fields. For example, the available on phone property can't be changed. |
To customize the record side panel:
Sign in to Power Apps.
Select the environment, and then select Dataverse > Tables.
In the upper-right corner, select the dropdown list, and then select All.
Search for the required table and then select it to open it.
Go to the Forms tab and select the In Context Form form.
Edit the form to manage the fields that appear in the side panel. By default, all the fields in the form are editable. If you want to set a field as read-only, select the field, and then enable the Read-only property.
Enable Teams meetings to be added to your Outlook calendar
To see appointments in Teams, enable mailbox record integration by following these steps.
- In Dynamics 365, go to Settings > Email Configuration > Mailboxes.
- Select the mailbox record, and then select EDIT on the ribbon.
- For Appointments, Contact, and Tasks, select Server-Side Synchronization.
- Select the mailbox record, and then select APPROVE EMAIL on the ribbon.
- Select the mailbox record again, and then select TEST & ENABLE MAILBOX on the ribbon.
- Refresh the record until you see Success for the status. Then you can create an appointment with a Teams meeting and it'll be added to the Teams calendar.