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🧩 Microsoft Dynamics: Integration Setup

Jomar
Updated

This guide walks you through the process of setting up a robust, two-way integration between Microsoft Dynamics and AskNicely. Once configured, your Dynamics contacts can sync automatically to AskNicely for survey delivery, and NPS responses can be displayed directly within Dynamics using the Send to Dynamics Workflow. 

🛠️ Step-by-Step Instructions

1️⃣ Connect Your Microsoft Dynamics Account to AskNicely

  1. Log into your AskNicely account.

  2. Click on App Store (house icon at bottom left) > Integrate > Microsoft Dynamics.

  3. Begin configuring the integration. Select Advanced Configuration only if advised by AskNicely Support.

  4. Log in to Microsoft Dynamics when prompted.

  5. Click Accept to grant permission to AskNicely.

  6. You’ll be redirected to AskNicely’s Dynamics integration page.

  7. Follow the on-screen steps to import AskNicely’s managed solution into your Dynamics instance.

Notes:

  • Person connecting the integration must be ADMIN in BOTH Azure Active Directory AND Dynamics

  • The managed package adds 5 fields to the standard Contact record (NPS score, comment, survey topic, last responded date, NPS type), a new "AskNicely Response" custom table (one record per response), and relationships linking responses to Contact, Account, Lead, and Case.

2️⃣ Creating a View in Microsoft Dynamics

This section explains how to create a View (a filtered list of Contacts, in this case) directly from a Hub in Microsoft Dynamics. Views are used to define the list of contacts that will be imported and surveyed in AskNicely. 

 

  1. Open a Contact Table

    • In the left-hand panel of Dynamics, select a table that includes a list of contacts—typically labeled “Contacts.”

  2. Apply Filters

    • Click the Edit Filters icon (funnel).

    • Set your desired filters to narrow the list to the contacts you’d like to survey.

    • Click Apply.
       

  3. Save as a New View

    • The View’s name will appear with an asterisk (*) after applying filters.

    • Click the dropdown beside the name.

    • Select “Save as new view.”

    • Enter a Name and optional Description.

    • Click Save.

  4. Customize Columns

    • Click Edit Columns to choose which fields are displayed.

    • Add or remove columns as needed. These columns will be imported as fields in AskNicely. 

    • Click Apply.

  5. Save Column Changes

    • Click the View Name (will still appear with an asterisk).

    • Choose “Save Changes to Current View.”

  6. This View will now appear in your list of Available Views in the next step. 

3️⃣ Configure the Sync in AskNicely

  1. Go to the Dynamics integration page in AskNicely.

  2. Select your Saved View from the dropdown and click Add.

  3. Match Dynamics columns to AskNicely fields and click Confirm Matches.

  4. Click Sync to import immediately, or let it run nightly.

  5. Turn on Triggered if you want surveys sent as soon as contacts sync. Leave off to use a Send Scheduler later.

Note: When Contacts are synced, the Name of the Saved View will become the Segment name for each Contact

4️⃣ Display the Contact’s Most Recent Response in Dynamics

Updated Instructions for Latest Dynamics 365

  1. Sign in to Power Apps Maker

    • Go to https://make.powerapps.com and sign in.

    • In the left nav, select Solutions (or open the solution you use for your customizations).

  2. Open the Contact Table Form

    • Under your solution, expand Tables > Contact.

    • Select Forms.

    • Find the Main form you want to update and click Edit.

  3. Add a New Section

    • In the form designer, the canvas shows tabs and sections.

    • Click the tab (like Summary) where you want the new section.

    • In the Components pane, find Section under Layout.

    • Drag the Section component onto your desired location within the tab.

    • Adjust it to be a One-column section if you want a single column layout.

  4. Rename the Section

    • Click on the new section.

    • In the right-hand Properties pane, change the Label to Most Recent NPS (or whatever you want).

  5. Add Fields to the Section

    • In the Form Fields pane, search for your field names.

    • Drag each field into the new section.

  6. Configure the Comment Field

    • Click the NPS Comment control on the form.

    • In the right-hand properties panel, allow multiple rows.

    1. Save and Publish

      • In the form designer’s command bar, click Save.

      • Then click Publish (or Save and Publish) to apply changes to your app.
         

5️⃣ Display All AskNicely Responses in Dynamics

Updated Instructions for Latest Dynamics 365

1. Open the Same Form in the Power Apps Maker Portal

  1. Go to https://make.powerapps.com and sign in.

  2. Select the correct Environment.

  3. Open Solutions and then the solution containing your Contact table.

  4. Under Tables → Contact → Forms, open the Main form you’re editing.

2. Navigate to the Tab / Section Where You Want the Subgrid

  1. In the form designer, expand the appropriate tab.

  2. Select the section you created (e.g., “Most Recent NPS”). 

3. Add a Subgrid Component

  1. From the left Components pane, find and drag the “Subgrid” component onto the selected section.

  2. With the subgrid selected, configure it in the right-hand Properties panel:

    • Label: Enter a user-friendly name (e.g., AskNicely Responses).

    • Name: Internal name (no spaces, used for scripts).

    • Table: Set this to AskNicely Responses (this is the entity whose records you want to show).

    • Default View: Choose a view that has the columns you care about.

    • Show related records: Enable this if you want to show only responses related to the current Contact.
       

6️⃣ Adding Custom Fields

AskNicely installs as a managed solution, which cannot be edited directly. To add custom fields or other customizations, you must create an unmanaged “extension” solution that layers on top of it.

Create an Unmanaged Extension Solution

  1. Go to https://make.powerapps.com

  2. Confirm you’re in the correct environment (top-right)

  3. In the left navigation, select Solutions

  4. Click + New solution

  5. Enter:

    • Name: AskNicely – Customer Extensions (or similar)

    • Publisher: Your organization’s publisher

    • Version: Any valid version number

  6. Click Create

  7. Open the newly created solution

✅ This solution will contain only your customizations and will not interfere with AskNicely upgrades.

 

Add the Managed Table by Reference

Inside your AskNicely – Customer Extensions solution:

  1. Click Add existing

  2. Select Table

  3. Choose the managed table installed by AskNicely
    (e.g. AskNicely Responses)

  4. Click Add

Important clarification:

  • This does NOT unlock the managed table

  • It simply allows your solution to reference and extend it if the managed properties permit

Step 3 — Add Custom Columns (Key Step)

Still inside your unmanaged extension solution:

  1. Open the AskNicely Responses table

  2. Select Columns

  3. Click + New column

  4. Configure your custom field:

    • Display name

    • Data type (Text, Number, Date, etc.)

    • Length / format as needed

  5. Click Save

If the New column option is available, the managed solution allows column customization and your field will be added as a higher solution layer. his will appear in your list of Workflow field mappings in next step.

 

🔁 Send to Dynamics Workflow

Screenshot 2025-09-05 at 10.53.24 AM.png

Use this workflow to sync AskNicely responses to Microsoft Dynamics whenever a customer replies.

Navigation
Go to the Workflows page (⚡ lightning icon)
→ Click the Actions tab
→ Select the Send to Dynamics workflow card

⚙️ Set the Trigger Type

  • Automatic – Automatically create tickets as soon as responses match your rules.

  • Manual – Allow team members to manually trigger the workflow from within the AskNicely Response page.

📌 Add Rules

  • Click Add a rule to define the field values that should trigger this workflow.

  • Use filters to narrow down what qualifies for a Dynamics sync (e.g. Score = 6, or Location = Portland).

🔄 Map Fields to Dynamics

  • Scroll to the Custom Field Updates section.

  • Choose an AskNicely field and map it to the corresponding Dynamics field.

  • Click Add, and repeat for any additional field mappings.

💾 Save & Activate

Once your rules and field mappings are complete, click the blue Save Workflow button. Don’t forget to enable the workflow from the main list to make it live.

📊 Summary

You now have a two-way sync between Microsoft Dynamics and AskNicely. Contacts can flow automatically into AskNicely for surveying, and NPS responses are visible inside each Dynamics Contact record.

FAQ

What is the default Response data sent to Dynamics?

Default Managed Solution Field AskNicely Source
_score recorded initial NPS/CSAT/Fave Star score, 0 - 10
_comment comment field value
_dontcontact do not contact flag for person
_npscalc -100/0/100
_questionid AskNicely Response ID
_segment segment field value
_surveytag Value of the survey question with key: topic
_sent Survey send time (example 2025-12-31T05:37:00+05:30)
_responded Response time (example 2025-12-31T05:37:00+05:30)
_name Response contact full name

🙋 Need Help?

If you need further assistance or think this article may be out of date, please contact our Support Team at support@asknice.ly. We’re happy to help!

 

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