In the second of our two-part Microsoft Power Virtual Agents series, we examine the difference between Chatbots and Intelligent Chatbots, and how AI can elevate chatbot capabilities and improve user experience.
As of March 21, 2021, Microsoft is deprecating the “Online” authentication type for Microsoft Dynamics 365 / CRM for the Customer Engagement product. This means that if you are currently using Scribe Insight (scribe on-prem) to integrate with an online CRM Organization you will need to upgrade your scribe instance to 7.9.5, install the TIBCO Scribe® Insight Adapter for Microsoft Dynamics 365 And CRM 5.6.2 hotfix 11, setup an Azure AD App Registration, and update your integrations and publishers to use the new Azure AD – Client Credentials to authenticate to CRM Online.
1. Login to https://portal.azure.com
2. Search for App Registrations and select one of the options below to navigate to the App Registrations page.
3. Click on + New registration.
4. Provide a Name for the Scribe Azure AD App, select a Supported Account Type based on requirements for your organization, and click Register.
5. Copy the Application (client) ID from the Overview screen and save it for reference later.
6. Grant API permissions to D365 by selecting API permissions on the left > click + Add a permission > select Dynamics CRM.
7. Select the checkbox for user_impersonation and click Add permissions.
8. Create a Client Secret by clicking on Certificates & Secrets on the left > click + New client secret.
9. Provide a description and time expiration for the client secret.
10. Copy the Client Secret Value and save it for reference later.
Note: You will not be able to copy/view the value again once you navigate away from this screen.
1. Login to your D365 organization.
2. In the top right, click on the Settings gear and open Advanced Settings.
3. Navigate to Security then Users.
4. Change the view to Application Users and click on + New.
5. Make sure the Application User form is selected and paste your Application (client) ID into the Application ID field for the App Registration you will be using for Scribe.
6. Click save and the remaining fields should populate.
7. Grant security roles that will be required for this user.
If you are not already on 7.9.5 of Scribe Insight, you will need to reach out to Scribe to download the correct version 7.9.5 from the Tibco eDelivery site as there is now a Small Business, Standard, Professional, and Enterprise edition of Scribe Insight.
Follow the provided directions by Scribe for upgrading your Scribe Insight instance.
5.6.2 Hotfix 11 download is available from the Tibco Support (https://support.tibco.com/) website after logging in to the support portal page.
1. Close the Workbench, pause active Integration Processes and Publishers (if applicable), close the Console, and stop any Services that start with Scribe.
2. Open SQL Management Studio and run the following query on the SCRIBEINTERNAL database:
DELETE FROM [SCRIBEINTERNAL].[SCRIBE].[ADAPTERMETADATA]
WHERE IDENTIFIER != 'DEFAULT'
3. Extract the contents of the zip file to a folder on the Scribe Insight server and right-click on the InstallCRM562.cmd file and select Run As Administrator.
4. Follow the normal CRM Adapter installation prompts.
5. Restart the Scribe services.
6. From Dynamics CRM, delete the CRM Plugins and Plugin Assembly by navigating to Settings > Customizations > Customize the System > Select SDK Message Processing Steps > filter for Scribe event handlers > select and delete the SDK steps.
1. Open the Scribe Console.
2. Navigate to your Collaboration folder with your integration packages.
3. Open each Integration Process and click on Step 1 to open the package to update it.
4. Click on Connections once the integration package loads.
5. Highlight the connection that uses the Adapter for Dynamics 365 and CRM > click Edit > Change Connection > Select Microsoft Dynamics 365 and CRM from Adapters > click OK.
6. Configure the adapter to use the Client ID and Secret.
7. Save the integration package and activate the process, repeating for each integration to make sure they have all been updated.
Note: If they all share the same adapter, it will update the shared adapter so you will only need to perform this once, but you should still confirm each package can open and connect successfully.
8. Do the same for Publishers and Bridges by opening each publisher and bridge using the Microsoft Dynamics 365 and CRM connector.
9. This will re-publish the plugins in CRM.
10. Test your integrations to make sure everything is functioning as it should.