Before I begin, I will start with this solution is free, however, it requires a Corporate Subscription for Team Viewer, so it cannot be used with the standard free user license.
It is very common for Customer Support agents to require a 1:1 session with the customer in order to assist him better. Most of the time is done via chat or desktop screening sessions.
One of the most used software for establishing a Remote Viewing session with a customer is Team Viewer. It is also the favorite one of our support agents as well. However, it can be very frustrating for both, the customer and the agent when you are not able to connect on time with the customer and you have to resend the session details multiple times. The problem comes from the fact that when you exchange emails with the customer such as “I’m available tomorrow all day”, and then you are waiting for the customer sometimes on the other day to respond back to you with his availability, it happens that the customer replies directly with a Team Viewer Session ID and password. The problem is that if you are using Dynamics CRM for case management, and not reading the emails directly from the mailbox because the support mailbox is one and all emails are sent and received only from Dynamics CRM, there is a chance you will never notice that email unless you open the case in CRM and see the reply.
Thankfully, there is a very easy solution for that and this is the Team Viewer app for Dynamics CRM. What makes this solution great is, that it is very simple to deploy and configure, with even easier user interface and minimum customizations in CRM.
You can initiate session directly from Dynamics CRM case, send an email (using CRM template) to the customer with session details, AND………receive notification when the customer has joined the session. Meaning that you can send the session invitation and continue working on other cases until it is time to join with the customer.
With the next rows, I will guide through the installation and configuration steps of Team Viewer App for Dynamics 365.
Let’s get started
First, you need to download the app from the app store
You need to allow Microsoft permissions to your organization settings in order to deploy the solution.
Then you need to select the organization where you want the solution to be deployed.
I’m calling it a solution because the entire app represents a single Managed solution file that is installed in CRM.
You can monitor the solution installation progress in your CRM admin center (the old one, no the Power Admin Center.
While waiting for the solution to install, we need to configure the connection with CRM and generate a Client ID and App secret.
Navigate to https://loging.teamviwer.com and select Apps from the bottom menu
Currently, there are no Apps, so we need to create a new one to associate with Dynamics CRM.
- Select Add web API (as this is how Team Viewer will communicate with Dynamics CRM)
- Give a name to the app
- Redirection URL will be: https://login.teamviewer.com/oauth2/authorize
- Select the desired Access Level and Permissions
- Once ready click Save
This is how the new App should look like
Copy Client ID and Client Secret as we will need them in the next steps.
Once installed, in CRM you will see in Settings a new section called Team Viewer
Select Configuration and create new Configuration record
Paste the App details such as Name, Client ID, and App secret. This is how should look like.
- Now it’s time to configure an Email template. Depending on the entity where you going to use the Team Viewer you will see a template for each of the supported entities (Account, Contact, Case, Lead, and Opportunity). In my case, I’m using Cases.
This is how the default template looks like. You can modify it accordingly.
Now is the Fun part!
If you are ready, you can navigate to the desired entity (this is Case for me).
You will see a new tab called Team Viewer with a couple of buttons.
To start a new session, just click on New Service Case
This will generate a session URL, customer URL, and Case ID
From here you can directly send an email to the customer with the details to join the session.
This how the email looks from the customer’s perspective.
The great thing in this solution is that now the support agent can continue working on other cases, and when the customer is ready to join, a pop-up will appear on the agent’s screen.
From here the agent has 3 option:
- Join the session as Admin, meaning he will initiate a remote session with control requests.
- Go to None – meaning that it will open only the chat for the session
- Ignore – will close the pop-up notification
Once finished, the agent can stop the session from CRM.
This will also generate a session history record in CRM. These history records are useful to get a report on the amount of session initiated by case, or maybe by agent, product, etc.
There is also a view in CRM that can show you all currently active sessions, so team leads can know how many people are currently available to handle ore requests.
More settings such as user permission and other things can be found here
Hope this will be useful for your company as well.
More About This Author
- Hi all, I'm from Sofia, Bulgaria. I've been working with Office 365 and Dynamics 365 for more than 5 years. Started as a Technical Support Engineer and slowly but surely found my way as Dynamics CRM Consultant. Recently I've started my own company in Bulgaria for providing training for Office 365 and Dynamics CRM. Always willing to learn new tips and tricks about Office 365 and Dynamics CRM.