Hootsuite & Dynamics 365 Customer Engagement Integration

Hootsuite & Dynamics 365 Customer Engagement Integration

As you all well know, there are hundreds of social tools out there that companies and people use to manage their personal and corporate social media profiles. There are a few of them that are more widely used than others, these being the likes of Oktopost, Buffer, Hootsuite, Tweetdeck and LOADS more.

I am a big fan of social and how it works with Microsoft Dynamics 365. Today I'm going to talk a bit about how HOOTSUITE integrates with Microsoft Dynamics 365 Customer Engagement. This article is to support a recording I did recently to show how this integration works. This can be found HERE.

NOW.. before I go off on another social mission I need to make a few things clear

1. Hootsuite does not fulfil the same task Microsoft Social Engagement will fulfil. MSE is very focused on the Customer service side of things.
2. Hootsuite will compete with the likes of Oktopost but does not integrate with Click Dimensions. Hootsuite has its own integration to Dynamics.

To begin this process, simply create a new Hootsuite account and add your profiles. You can get a free one that allows for 3 profiles to be added. You should end up with a dashboard like the one below where you can add your profiles as "Streams". In the example below I have added 2 streams.

Navigate to the "App Directory" on the left hand side of the page and select the "Free" apps option. In the top right hand search box enter in "CRM". This will filter the list to the CRM apps where you will need to scroll until you see Dynamics. Click the "Install" Button.

The App installs and once it is complete you will be notified through a small notification. This means the plugin can now be accessed from the main screen in Hootsuite.

Navigate to the main screen, click the extension link under the post and you will see that "Send to Dynamics Online" has now been added to the menu. Click that option on any of the posts to configure the Dynamics 365 integration.

When the configuration box appears simply enter the URL of the Dynamics 365 instance, your user name and your password. This will connect Hootsuite to Dynamics 365. After connecting once the following connection screen will appear.

After waiting a few seconds you will be presented with the Dynamics 365 limited UI within Hootsuite where you can undertake very basic tasks such as capturing lead information, Searching contacts, viewing contacts and managing activities.

Essentially, this integration into Dynamics 365 from Hootsuite is a basic Dynamics 365 user interface within the Hootsuite UI, that exposes basic Dynamics 365 functionality and data to Hootsuite users. Users will require a Dynamics 365 Customer Engagement user license to access the information and functionality in order to track leads from Hootsuite to Dynamics 365.

Tools such as Oktopost will allow users the ability to generate social posts within Dynamics 365 and track analytics and engagement statistics within Oktopost. Hootsuite will enable standard lead tracking through from social media to Dynamics 365. Simple, but effective if you are already using Dynamics 365 and Hootsuite.

Check out the video HERE for a live demo.