Connect Dynamics 365 and Expertise can look up records and help you keep your CRM current directly from chat. Reads run instantly; anything that creates or changes a record pauses for your approval first.

​
What you can ask

“Find the Acme account and show me its open opportunities.”
“What’s the stage and estimated close date on the Acme opportunity?”
“Add a note to the Acme account about today’s call.” (asks for approval first)
“Update the Acme opportunity to Negotiation.” (asks for approval first)

​
Connecting

  1. Open Connections in the dashboard and click Microsoft Dynamics 365 → Connect.
  2. Sign in with your Microsoft work account and approve the requested access.
  3. Ask Expertise about a record to confirm it’s live.

​
What’s covered

Dynamics 365 doesn’t have a fixed Expertise tool list. Instead, Expertise discovers the right Dynamics action for each request, accounts, contacts, opportunities, and other common CRM objects, and calls it directly. You don’t need to know Dynamics’ API or entity model to ask for something; just describe what you want in plain language. Any action that creates, updates, or deletes data in Dynamics 365 still pauses for your approval before it runs, the same as every other write in Expertise.

​
Good to know

  • Coverage grows with your org’s setup. Expertise looks up your actual entities and custom fields rather than assuming a fixed schema.
  • Your Dynamics permissions are the ceiling. Expertise acts as the connected user, it can’t see or change anything you can’t.