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Setup · Microsoft Dynamics 365 (Sales / Customer Service)

Wire Dynamics 365 to your Fidelic agent in Teams

How the agent reads Dynamics 365 records and posts deal briefs, support escalations, and pipeline updates back into Teams.

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Prerequisites

  • · Dynamics 365 Sales, Customer Service, or Field Service license for the environment the agent should read
  • · System Administrator or System Customizer role on the Dynamics environment
  • · Application user creation permission — needed once during setup to register the Fidelic app as a service principal in Dataverse

Permissions requested

  • · user_impersonation on the Dynamics 365 environment URL (the standard Dataverse OAuth scope)
  • · Group.Read.All — to resolve Teams channel mappings to Dynamics teams

Step-by-step

1. Register the Fidelic app in Dataverse

From the Power Platform admin center, open the target environment → Settings → Users + permissions → Application users → New app user. Select the Fidelic Entra app, assign the Dataverse business unit, and assign a security role (Salesperson Read at minimum; Sales Manager Read for full pipeline visibility).

2. Choose the entities the agent reads

Decide which Dataverse tables the agent should reach — Account, Contact, Opportunity, Lead, Case are the common picks. Edit the agent's security role to grant Read on those tables only. The agent stays out of tables you have not authorized.

3. Map ownership to Teams channels

In the Fidelic console, map Dynamics owners (sales reps, CSMs) to Teams channels where their daily briefs should land. The agent uses this map when it posts — a deal owned by Alex routes to the channel Alex reads, not the global revops channel.

4. Configure the trigger cadence

Set whether the agent reacts to Dataverse change events in real time (via webhook subscription, recommended) or polls on a schedule (every 15 minutes). Real-time is the default for opportunities; daily digests are usually polling.

How to verify it worked

Update an Opportunity's stage in Dynamics. Within a minute or two the agent should post a deal brief in the mapped Teams channel — the new stage, the recent activity, and a recommended next action. The Dynamics audit log records the read under the Fidelic application user.

Gotchas

Security roles are sticky. If you grant the agent Sales Manager and later regret it, removing the role does not retroactively expire data the agent already read. Plan least-privilege from the start.

Custom entities. If your team uses heavily customized Dataverse schemas, map the custom tables explicitly in the Fidelic console. The agent does not auto-discover custom tables — you tell it which ones matter.

For the IT admin

Audit. Dataverse audit history captures every read and write by the Fidelic application user. Use the Dataverse audit pane to confirm exactly which records the agent has touched and when.

Revocation. Disabling the Fidelic application user in Power Platform admin center cuts off access immediately and irreversibly until re-enabled. The Teams app stays installed; only the Dynamics-side connection is severed.

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