This integration does not require a developer, but it requires System Admin rights for both Microsoft Dynamics and Intercom.
Important Notes & Mandatory Requirements
The installation process for our Microsoft Dynamics and Intercom integration has a few mandatory requirements:
System Admin rights are required for installation
The app only works with Microsoft Dynamics 365
Your Admin will need to create an App in Azure Active Directory
Your Admin will need to create an Application User in Dynamics 365
Overview of Setup
Part 1 - Create an Application in Azure Active Directory
Part 2 - Create an Application User
Part 3 - Connect Intercom and Dynamics via Highways
Part 1 - Create an Application in Azure Active Directory
Navigate to https://admin.microsoft.com and sign in using your AD credentials.
Choose Admin > Admin centers > Azure Active Directory
Click Azure Active Directory > App registrations followed by Register an Application
Enter a name for the new application (Use something memorable like Intercom Highways App)
You can choose the Tenant system to suit your organisation best
You do not need to enter a redirect URL
Click Register
On the next page, click API Permissions > Add A Permission
Choose the MS Dynamics API Type (Alternatively, this permission may be called Dynamics CRM)
Permit user_impersonation
Click Add Permissions
Click Grant Admin Consent for your given org
Authenticate with Azure if requested
On the navigation pane, click Overview and record your Display Name, Application ID, and Directory ID values of the app registration. You will require these later.
Click Certificates & Secrets > New Client Secret
Give your secret a name and expiry date *we recommend never but you should adhere to your organisation’s security policy*
Click Add
Safely note your new secret as it will not be displayed again!
🎉 Congrats, your application is now registered with Azure. Remember, you will shortly need your:
Application ID
Application Secret
So, write them down and have them ready for the next step.
Part 2 - Create an Application User
Navigate to your Common Data Service environment e.g https://[org].crm.dynamics.com (or via https://aka.ms/ppac)
Go to Settings > Security
Click Users
Filter by Application Users
Click New
Enter your information - we recommend setting up an Inbox for each User as they must be unique for the App.
Enter the Application ID as given to you in Azure
Click Save & Close
⚠️ Important:
Ensure you assign the correct roles By default, we recommend assigning the Common Data Service User role.
You will also need to add appropriate permissions for your given app, for example, to view Cases, Orders and Sales Orders, you will need a Customer Service Representative role for this application user.
You can add roles by clicking Manage Roles, adding the required roles and then saving.
Part 3 - Connect Intercom and Dynamics via Highways
⚠️ After you click install
Authenticate with Intercom and you will then be redirected to enter your MS Dynamics information.
Enter the information exactly as given to you by Azure and Dynamics365
Click Save.
Your MS Dynamics App is now ready to use with Intercom!