Connect Microsoft Dynamics CRM to Parature knowledge base

Dynamics CRM 2015
 

Applies To: Dynamics CRM 2015

Give users quick access to the comprehensive and rich knowledge base on Parature, from Microsoft by connecting Microsoft Dynamics CRM to Parature knowledge management.

When you set up knowledge management, you allow users in your organization to access KBs that are present in Parature without switching to a different application. After knowledge management is set up in CRM, users will be able to:

  • Search for relevant KB articles in Parature right from Microsoft Dynamics CRM as they're working on a Microsoft Dynamics CRM record.

  • See the content of the KB article inline, including images and videos.

  • Give timely and consistent information to customers when working on their cases by using actions like opening the article and sharing the information or emailing the article link to customers.

System_CAPS_importantImportant

For Microsoft Dynamics CRM Online organizations, this feature is available only if your organization has updated to Dynamics CRM Online 2015 Update 1. Interested in getting this feature? Find your CRM administrator or support person. This feature is not available for Dynamics CRM (on-premises).

Before you set up knowledge management in Microsoft Dynamics CRM:

  • Set up a Parature account in the same Microsoft Office 365 tenant as your CRM Online organization.

  • Add your CRM organization to the list of allowed URLs in the CORS settings in Parature. To do this, in Parature Service Desk, go to Setup > Department Management > CORS Settings and add your CRM organization URL.

System_CAPS_noteNote

Any Microsoft Dynamics CRM Online user with a Professional user subscription license (USL) can use the knowledge base integration capability without any additional set up in Parature. If a Microsoft Dynamics CRM Online user with an Enterprise user subscription license (USL) wants to use knowledge base integration capability, you’ll need to assign the user a Parature license and then create a CSR with a Knowledgebase View Only role in Parature. More information: Assign Parature licenses to Microsoft Dynamics CRM users 

  1. Make sure that you have the System Administrator or System Customizer security role or equivalent permissions. You must also be the tenant administrator of Microsoft Office 365.

  2. Go to Settings > Service Management.

  3. Under Knowledge Base Management, choose Set Up Knowledge Base Management.

  4. In the Knowledge Base Management Settings wizard, in Record Types, select the record types you want to turn on knowledge management for. The list will include all entities that are available for an N:N relationship. Knowledge management is enabled for case entity by default.

  5. In Parature Connection Details, enter the following

    1. Parature Instance. Select the Parature instance to connect to. The drop-down list by default shows the instance present in your Microsoft Office 365 subscription.

    2. Parature URL. This is automatically filled and shows the URL of the selected Parature instance in the tenant.

    3. Account ID. This is automatically filled and shows the ID of the account as it is set up in Parature for the selected Parature instance.

    4. Parature Department ID. Specify the department ID for the selected Parature instance. Every department in an organization can have their own knowledge base. So you must specify the ID of the department you want to connect to. You can connect to only one department at a time. To find the department ID, log on to Parature, and on the Setup tab, choose System Overview.

      Account and Department ID in Parature

    5. Support Portal URL. Type the support portal URL that will be used to create external (public-facing) portal links for KB articles, which the service agents can share with the customers. Parature offers a customer-facing support portal that your customers can use to access your knowledge base articles or download content. To find the support portal URL, sign in to the Parature Service Desk, and on the Setup tab, choose Portal > Aliases.

      The external URL is created in the following format:

      <Support Portal URL>/link/portal/<account id>/<department id>/Article/<Article id>

  6. Choose Next.

    System_CAPS_noteNote

    If you’ve connected to Parature before, and want to remove details of the existing Parature instance with which you connected, choose Reset.

  7. If you’ve specified the details correctly, the page shows the connection details with which you’ve connected to Parature. Verify that the details are correct, and choose Finish to complete the setup.


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