Microsoft Dynamics 365 is a family of business applications for sales, customer service and administration, among other areas. Sales and Customer Service support customer relationships and service delivery; Business Central focuses on business operations and finance. Service Automation Suite connects relevant data and workflow steps to your other applications.
The work between your applications
From a customer agreement to completed work.
Your customer relationship is in Dynamics, while other teams often handle delivery. Connect the agreement to service and administration so customers need not repeat what is already known. Teams keep their own applications and can see which steps still need attention.
A change, request or alert
Service Automation Suite
Data, people, assets and relationships on one foundation.
Compare
What exists? What should exist?
Determine what is needed
Matrix · policy · legal requirements
Coordinate the next steps
Checks · tasks · approvals · actions
Execution ↔ feedback
Your people and tools
Microsoft Dynamics 365
For example. Also with other teams, suppliers and applications.
Verify. Inform. Report.
What is complete? Who needs to act? Which exception needs attention?
Start with one integration, register or check. Build on the same data and rules.
Customer data
Recognise the same customer beyond Dynamics.
Manage accounts and contacts in Dynamics 365 Sales. Keep the data other teams need aligned with their own records, without repeatedly entering the same relationship.
Service Automation Suite · Central coordination
Match relationships, check data and determine follow-up
Add a central register and source-of-truth rules. Check differences, request missing data and determine what gets updated.
Work from Dynamics 365
Microsoft Dynamics 365
Accounts & contacts from Sales
Your other applications
For example, customer context for your service team
Agree the authoritative source
Define which account and contact fields Dynamics owns and what belongs in the other application. Share only what the workflow needs.
Match the existing relationship
Match account and contact references to the same relationship in other applications. Review uncertain matches rather than automatically creating another account.
Update selectively and verify
Apply agreed changes and record the outcome. Assign ownership to missing data and conflicts so records remain usable.
From sales to service
The customer is on board. Who handles the next steps?
A sale in Dynamics 365 Sales can start onboarding or service delivery. If you use Dynamics 365 Customer Service, a customer enquiry can trigger follow-up instead. Connect the necessary context to the teams carrying out the work.
Service Automation Suite · Central coordination
Match relationships, check data and determine follow-up
Combine the data with your policy, risk assessments and checks. Request information or a decision where needed, track actions and record the outcome.
Work from Dynamics 365
Microsoft Dynamics 365
An agreed sales event or customer enquiry
Your other applications
Jira
For example, execution and feedback from the responsible team
Choose a clear handover point
Define the event allowed to trigger work and the customer, agreement and request data required. Not every status change is an instruction.
Give delivery teams context
Prepare agreed work in the delivery team's application. Link it to the original customer enquiry and define who tracks progress.
Return the outcome
Show what has been picked up, completed or remains outstanding. Return agreed updates to the original relationship or request so sales and service share progress.
Business Central
Work completed. Administration follows.
Dynamics 365 Business Central supports finance, sales and business operations, among other areas. Connect relevant customer, order and item data to other workflows, or use confirmed execution to trigger agreed administrative follow-up.
Service Automation Suite · Central coordination
Match relationships, check data and determine follow-up
Combine the data with your policy, risk assessments and checks. Request information or a decision where needed, track actions and record the outcome.
Work from Dynamics 365
Microsoft Dynamics 365
Customers, orders or items from Business Central
Your other applications
Freshworks
For example, connect service work to administration
Use the correct company
Identify the company, customer and order the data belongs to. Keep Sales, Customer Service and Business Central distinct.
Check before processing
Check references and required data against your rules. Request missing information and approval where an administrative action requires it.
Track processing
Record what was processed and what was rejected. Keep uncertain outcomes distinct and prevent the same instruction from being executed unintentionally twice.
Under the hood
How to connect, test and manage the integration.
For administrators who want to understand how it works: connect Microsoft Dynamics 365 to your other applications, map the data and use the response in the next step. Configure it centrally in Service Automation Suite.
Start by choosing the Dynamics application
Sales and Customer Service use Microsoft Dataverse. Business Central has its own API and company context. We validate the application, environment, permissions and available data before configuring the integration. A connection to one application does not automatically cover every Dynamics product.
Choose the API method, URL and authentication. Manage the host and credentials in an environment. Test a request in Discovery and inspect the fields actually returned by the API.
Build the request body from validated data and inspect Body Preview before testing. Use the result ID in Data Context for the next request or save output to an entity. Configure write-back separately.
Configure error rules by HTTP code and/or message. A temporary API failure can use bounded retries. A missing relationship or rejection needs another route: record the cause and configure a verification task for the appropriate team, for example.
Which data do you maintain?
An example configuration, not fixed field names or a mandatory combination.
Source ID and external reference
Retain verified relationships between records and reuse them across integrations.
Fields, codes and required data
Select the required data, translate values and enrich from shared tables. Route uncertain matches for review.
Result reference and processing status
Use the available response for feedback and agreed follow-up actions.
Sent ≠ processed. Use the response and agreed validation to determine the next step.
Need to publish data yourself?
Use Endpoint Composer to publish a configured Service Automation Suite data object. Choose read and write methods and security profiles so a customer can retrieve agreed service data or a supplier can submit information, for example. Configure data selection and subsequent processing separately.
Combine the integration with a form, a shared matrix, a review or collaboration between service teams. For example, an approved request leads to execution in Microsoft Entra, a ValidSign signature request and feedback in TOPdesk. Your process determines the steps needed; not every use case requires all these components.
Start with one use case. Connect customer, employee and asset data, for example, and agree which source is authoritative. Reuse those relationships, a matrix where needed and configured actions in the next workflow. Agree who maintains the data and rules. Expand without repeatedly connecting and maintaining the same information.
Time recorded, but not yet accounted for.
Service work is complete but time entries do not match a known customer, project code or agreed processing route.
Combine
Combine time entries with central customer and project relationships and accounting rules. Request specific missing information.
The outcome determines what follows
Accepted: retain the accounting reference. Rejected: have the owner correct the cause. Resending an entry requires checking whether it was already processed.
The benefit
Less investigation and correction between service and finance without automatically treating errors as billable work.
A different name does not mean a new record.
A person or organisation has a different name in the source than at a customer or supplier. Matching text again can create incorrect or duplicate relationships.
Combine
Retain verified identifiers and source rules in a shared table. Reuse the relationship for requests, tickets and other integrations.
The outcome determines what follows
Known key: use the relationship. Multiple candidates or a missing identifier: request review. Once confirmed, reuse the established relationship.
The benefit
A consistent data foundation managed by your team instead of investigated again for every connection.
Refreshing a report does not guarantee reliable data.
A source request can succeed while data is missing, differently coded or not yet fully retrieved.
Combine
Combine pagination and output mapping with agreed data checks. Use shared relationship tables to connect sources.
The outcome determines what follows
Checks passed: prepare the dataset. Deviation: request review and expose freshness. Temporary API failures follow a bounded recovery path.
The benefit
A clearer distinction between a technically successful import and information fit for decision-making.
Your process needs more than a standard action?
Configure the missing API request, input and output in API Composer. Use its response in the next step and combine it with data tables, forms and automations. Extend the same product and reuse the configured building blocks.
Use Service Automation Suite to update a ticket in TOPdesk, for example, with fields available through its API, such as category, priority, status and support group. For another application, configure its request and field mapping. The outcome determines the next action: confirm, add information or request review, not merely check whether the request arrived.
Need to publish data or let others submit it? Endpoint Composer exposes a configured Service Automation Suite data object with selected methods and security profiles. Other building blocks handle subsequent processing.
From product to workflow
Dynamics in your wider workflow
Connect customer relationships and administration to the work of the surrounding teams. Choose the use case that fits your needs.
Pull up a chair. Or join us online.
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We can help with the integrations, automation and coordination your process needs, even if your application is not listed yet.
Microsoft Dynamics 365
