Microsoft Dynamics 365
Cloud-based suite of business applications that unifies CRM and ERP capabilities to manage sales, customer service, finance, and operations in one platform.
Microsoft Dynamics 365 is a suite of cloud-based business applications covering CRM, ERP, sales, and customer service operations. Integrating Dynamics 365 with Harmony allows IT teams to automatically sync service requests, customer records, and business workflows between both platforms. This connection reduces manual data entry, accelerates incident resolution, and keeps business and IT operations aligned in real time.
Capabilities
- Automated Ticket Sync: Automatically create and update Harmony service tickets when new cases or requests are logged in Dynamics 365.
- Customer Data Enrichment: Pull customer and account details from Dynamics 365 into Harmony incidents to give IT agents instant business context.
- Bidirectional Status Updates: Keep ticket and case statuses consistent across both platforms so support teams always work from accurate, up-to-date information.
Overview
What Harmony does with Microsoft Dynamics 365
Harmony connects directly to Microsoft Dynamics 365 so employees and service teams can look up customer records, raise service cases, and update opportunity data without ever leaving Slack or Microsoft Teams. When a request comes in, Harmony pulls live Dynamics context to give agents the information they need to respond confidently and consistently. This tight coupling means routine CRM and ERP tasks that once required a browser tab switch are handled conversationally, reducing friction for sales reps, support agents, and finance staff alike. The result is faster resolution times and cleaner data, because updates happen in the moment rather than being batched at end of day.
Data synced
- Customer and account records
- Open and historical service cases
- Sales opportunities and pipeline stages
- Contact and lead profiles
Actions available
- Create and update service cases on behalf of a user
- Update opportunity stage and field values in the sales pipeline
- Retrieve account and contact details in response to employee requests
Use cases
Real-world use cases
Case created mid-conversation
A support agent in Slack describes a billing complaint and Harmony instantly opens a new Dynamics 365 service case, populates the account details, and confirms the case number in the same thread.
Deal stage updated on the go
A sales rep messages Harmony from their phone to mark a deal as Proposal Sent, and Harmony updates the opportunity stage in Dynamics 365 without the rep ever opening a browser.
Account lookup before a call
A customer success manager asks Harmony for a quick summary of an account ahead of a renewal call, and Harmony pulls the latest contact details, open cases, and opportunity status directly from Dynamics 365 into the Teams chat.
Related integrations
Related integrations
FAQ
Microsoft Dynamics 365 is a cloud-based suite of CRM and ERP business applications used by sales, customer service, finance, and operations teams to manage accounts, deals, cases, and processes in one platform. Connecting Microsoft Dynamics 365 gives Harmony real-time access to customer records, service cases, and financial data so it can surface and act on that information directly inside Slack or Microsoft Teams.
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