Znuny & Microsoft Dynamics CRM Integration Extension – Sync Accounts, Contacts and Cases

Summary: The Znuny & Microsoft Dynamics CRM Integration Extension connects your service desk with Microsoft Dynamics 365 Customer Engagement (formerly Microsoft Dynamics CRM). It synchronizes Accounts, Contacts, Cases, and Activities, giving agents full CRM context while ensuring sales and service teams work on the same data.

Why This Integration Matters

Microsoft Dynamics CRM (now part of Dynamics 365 Customer Engagement) is a central CRM system for many organizations. Without integration, service and sales teams work in silos, duplicating data and losing traceability. The Znuny–Dynamics Integration ensures support tickets, customer records, and cases flow seamlessly between systems.

• Unified customer view
  see Dynamics Accounts and Contacts directly in Znuny
• Case synchronization
  map Znuny tickets to Dynamics Cases
• Activity tracking
  ticket articles become Dynamics Activities
• Improved collaboration
  sales and service teams share customer context

What Does the Integration Offer?

The extension establishes a synchronization layer between Znuny tickets and Microsoft Dynamics CRM objects.

• sync Znuny customers with Dynamics Accounts and Contacts
• create and update Dynamics Cases from Znuny tickets
• log ticket articles as Dynamics Activities (emails, notes, tasks)
• sync status updates between Dynamics Cases and Znuny tickets
• link multiple tickets to one Dynamics Case if needed

Key Features:

• Account & Contact synchronization
  align customer records across both systems
• Case management
  Znuny tickets create or link to Dynamics Cases
• Activity logging
  conversations and notes mirrored as Dynamics Activities
• Bidirectional updates
  status changes flow between tickets and Cases
• Role-based permissions
  control which agents can sync or escalate

Why Use Znuny–Dynamics Integration?

This integration ensures your service and sales teams collaborate more effectively:

• 360° customer insight
  see Accounts, Contacts, and Cases directly in Znuny
• Process efficiency
  reduce manual entry and ensure consistency
• Traceability
  track customer requests end-to-end across systems
• Customer satisfaction
  deliver informed, faster support with CRM data

Workflow Example

1. A customer creates a support ticket in Znuny
2. The extension checks for a matching Dynamics Contact or Account
3. If no record exists, a new Contact/Account can be created in Dynamics
4. The Znuny ticket is synchronized as a Dynamics Case
5. Ticket articles are logged as Dynamics Activities
6. Status updates in Dynamics sync back into Znuny, keeping support agents informed

Prerequisites

• A Microsoft Dynamics 365 Customer Engagement (or legacy Dynamics CRM) test instance
• For modern deployments (Dynamics 365 CE): Dynamics 365 Web API (OData v4) access with OAuth2 authentication
• For older Dynamics CRM versions (2011–2016): SOAP Organization Service or legacy OData endpoints must be enabled
• Valid user credentials with API access rights (service account recommended)
• Configured permissions for Accounts, Contacts, Cases, and Activities

Conclusion

The Znuny & Microsoft Dynamics CRM Integration Extension bridges customer service and CRM by syncing Accounts, Contacts, Cases, and Activities. It ensures both support agents and sales teams share the same customer context, improving collaboration, compliance, and customer satisfaction.

Get started today and connect your Znuny service desk with Microsoft Dynamics 365 CRM.

FAQ

Which Dynamics versions are supported?

Both Microsoft Dynamics CRM (2011–2016, on-premise) and Microsoft Dynamics 365 Customer Engagement (cloud) are supported.

Which objects are synchronized?

Accounts, Contacts, Cases, and Activities (emails, notes, tasks).

Do I need a test instance?

Yes. Customers must provide a Dynamics test instance for safe configuration and validation.

Which APIs are required?

Dynamics 365 Web API (OData v4) for modern systems, or SOAP Organization Service for older on-prem systems.

Is the integration bidirectional?

Yes. Updates flow from Znuny into Dynamics CRM and from Dynamics back into Znuny.