Medallia for Microsoft Dynamics 365

Medallia for Microsoft Dynamics 365 enables a bidirectional integration between Medallia Experience Cloud and Dynamics 365

These are the tasks a Microsoft administrator completes to install and configure Medallia for Microsoft Dynamics 365. Some tasks can only be completed after Medallia administrators configure Medallia Experience Cloud to allow the app to connect to it.

Before installing the solution in Microsoft

Before configuring Medallia for Microsoft in Microsoft, your Medallia expert must configure Experience Cloud to authorize inbound communication. Once that is done, your Medallia expert will give you this information to complete the Microsoft configuration.


From Medallia		Value
Medallia connector credentials	Company URL	`https://instance.medallia.com/company` For sandbox environments, the format is: `https://sandboxname-instance-company.medallia.com/company`
	Username	Sequence of characters that identifies the integration user used to establish the connection.
	Password	String of characters used to confirm the integration user's identity.
Medallia environment values	Instance URL	Hostname to access Medallia inbound APIs: `instance.apis.medallia.com` For sandbox environments, the format is: `sandboxname-instance-company.apis.medallia.com` Tip: the connector automatically adds the `https://` scheme to the hostnames.
	Case closure service	`msft_create_survey_case_closed`
	Opportunity closure service	`msft_create_survey_opportunity_won`

Services: Web Feed endpoints

Web Feeds are the inbound endpoints for passing data to Experience Cloud. The default Web Feed endpoints are already configured; however, there may be additional endpoints depending on the use cases.

Installing Medallia for Microsoft Dynamics 365 managed solution

To install the Medallia managed solution, contact your Medallia expert who provides the installation link. Once the link has been received, follow the steps below to install the solution. Note that you must have a System Administrator role to avoid issues while importing the managed solution.

Sign into your Microsoft tenant and go to the Power Platform Maker portal.
Select the environment where you want to install the managed solution.
Select Solutions from the left navigation menu.
On the command bar, select Import.
On the Import a solution screen, select Browse and locate the compressed file managed solution provided by your Medallia expert.
Click Next to see information about the managed solution.
Click Next.

The managed solution contains connection references. If a connection does not exist, create a new one.
For the Medallia connector option, click New Connection.

You are directed to the Medallia solution screen:
Select Create.
Enter the company URL, fill out the Captcha prompt, and click Login.
On the next screen, enter the username and password provided by your Medallia expert and click Log In.
Note: If you do not see a Medallia Experience Cloud login screen and, but you see your company’s SSO login screen, follow these steps:
1. Open a separate tab on your web browser and go to the company URL provided by your Medallia expert. You should see a login page.
2. Enter the username and password, and click Log In.
  
  You should be authenticated into Medallia. The screen you see may say "No Access", which is expected.
3. Go back to step 11 and follow the directions.
4. Click Login.
  
  This time, the connection should be valid as it inherits your logged in Experience Cloud user session.
Once you are authenticated, find a connection established in the Connections tab in the left navigation menu.
Go back to the Import a solution screen and click Refresh in the upper-left corner to apply the changes.
For the Common Data Service option in your current environment, click New Connection.

A new tab will open.
Click Create and sign in with your Microsoft account if you are not already signed in.

After establishing this connection, you should see two available Connections.
Go back to the Import a solution tab and click Refresh to apply the changes.
Click Next and enter the environment variable values provided by your Medallia expert.
- Instance URL.
- Opportunity closure service.
- Case Closure Service.
- Response URL — Leave this as blank for now. This is set later as a post-installation step.
Click Import.

The import process happens in the background and may take a few minutes to complete. When the process is complete, Microsoft Dynamics shows a notification.

Creating a custom unmanaged solution

Since the Medallia for Dynamics 365 solution is managed, its components are not editable. Some components can be used as-is out of the box, and others will need some customization.

For components that need customization, Microsoft admins must create a custom unmanaged solution specific to your environment and add components from the Medallia for Dynamics 365 solution into this unmanaged solution. Doing this allows Microsoft admins to customize components based on your business requirements while preserving the templates should you ever need to revert back.

To create an unmanaged solution, follow these steps:

From the Power Apps portal, click on Solutions and click New Solution.
Enter a display name, name, and publisher value for your new solution.
Click Add existing to add components from the managed solution to your custom solution.

You should add the following component types from the managed solution into your unmanaged solution:
- Medallia Feedback entity.
- Cloud flows (Send Invitation and Receive Response).
- Dashboard.
Important: From here on out, all customizations made to your environment for the Medallia integration should be made on the custom solution created.

Setting up a response URL environment variable

When Experience Cloud sends data back to Microsoft, it uses the response URL environment variable as the web hook endpoint to post data back to. To set the environment variable, an administrator must first generate the URL in the Medallia Receive Response automation flow:

From the Solutions tab on the navigation menu on the left side of the page, go to your custom unmanaged solution.

You see an alert notification because the response URL (environment variable) is not yet set.
Open the Medallia Receive Response flow from the component list and click Edit.
Click Continue.

Dynamics 365 displays flow steps and actions.
Click on the first step for When a HTTP request is received.

The HTTP POST URL command parameter has no value set.
Click Save.

The system generates a URL.
Click the copy-to-clipboard icon to copy the HTTP POST URL.
Go back to your custom unmanaged solution tab and open the response URL environment variable.
Click New Value.
Paste the copied URL value from step 6 and click Save.

The alert notification is gone.

Activating the Invitation flows

The Medallia for Microsoft Dynamics 365 solution comes with two pre-built cloud flows, Send Invitation when Case Closes and Send Invitation When Opportunity Closes, to trigger Invitations to be sent to Medallia Experience Cloud.

When either of these use cases are in scope for your integration, add these components to your custom solution and customize the flows based on your requirements.

The following customizations are typical for most Microsoft administrators to make to these flows:

Customize the trigger criteria — It is not necessary to create Invitations and send them to Experience Cloud for all Cases or Opportunities. For some business requirements, it is necessary to filter the invitation flow according to certain Case or Opportunity types.
Customize the contact or account iteration — By default, flows create Invitations for all Contacts and/or Accounts tied to Opportunities. To edit this logic, modify the flows accordingly.
Customize the JSON payload — In each Invitation flow, there is a section to build the JSON payload that is passed into the Medallia action to send data to Experience Cloud. To add data to the JSON payload sent to Experience Cloud, administrators need to modify this JSON constructor code.

Important: The JSON structure must be in a flat format in order for Experience Cloud to accept the API request.

Once you finish modifying the flows, activate them.

Note: If your use case for sending invitations to Experience Cloud is based on an entity that is not a Case or a Opportunity, you need to create a custom Cloud Flow that leverages the Medallia Trigger Invitation action, which is available with the Medallia connector.

Activating the Response flow

As part of the bi-directional integration for Microsoft Dynamics 365, Experience Cloud sends back data to Microsoft via an API web hook. This web hook is tied to a Cloud Flow called Medallia Receive Response, which maps the JSON payloads Experience Cloud sends to Microsoft via API to records on the Medallia Feedback entity.

Before starting work on the activation of this flow, work with your Medallia expert on the data that is being passed from Experience Cloud to Microsoft. Once you have a data dictionary, complete the following steps:

Add new custom fields to the Medallia Feedback entity that are not included in the managed solution. These fields could be related to custom questions asked on your Experience Cloud survey or additional segmentation information not already available in the Microsoft dataverse.
Edit the Medallia Receive Response flow and modify the request body JSON schema based on the data Experience Cloud plans to send.
Customize the data mapping of JSON payload headers to fields on the Medallia Feedback entity.

Note: If Medallia Feedback was originally sourced from Microsoft, the flow should update existing Medallia Feedback records with survey response information. If Medallia Feedback was not sourced from Microsoft, the flow should create new Medallia Feedback records.

Enable follow-up case creation

To enable Microsoft Dynamics 365 end users to close the loop with respondents, customize and enable the Medallia Follow-Up Case flow. This out-of-the-box flow creates a Case record when a Medallia Feedback record is updated with the Alerts field equal to Yes.

Customize this flow based on your specific business requirements. The most common customizations to these flows include:

Customizing the criteria and business logic that determines when follow-up cases are created.
Customizing the fields being set on the follow-up case.
Customizing the case assignment rules.

Assigning security roles to MS Dynamics 365 users and administrators

The Medallia for Microsoft Dynamics 365 managed solution includes three Microsoft Dynamics 365 security roles. These security roles are designed to be additive to other Microsoft Dynamics 365 security roles that you have in use. They will not work independently and are not designed to be used independently.


Security role	Assign to	Highlighted permissions
Medallia App User	Customer service users and salespeople users.	Read access to the Medallia Feedback entity. Note: This security role gives users access to all Medallia Feedback records. To restrict users’ access to a subset of these records, leverage the business unit hierarchy.
Medallia Business Administrator	Business administrators that do not have system administrator access.	Read access to the Medallia Feedback entity. Read access to the Medallia Error Log entity.
Medallia System Administrator	IT administrators that do not have system administrator access.	Read, create, update, and delete access to the Medallia Feedback entity. Read, create, update, and delete access to the Medallia Error Log entity.

Configuring Medallia dashboard

The Medallia for Dynamics 365 managed solution includes a dashboard component which is an iFrame. Configure this tool so that users can log into Experience Cloud and access its reporting capabilities and insights.

Before setting up this dashboard component, confirm the following items:

The single sign-on (SSO) Identity Provider (IdP) is the same for users to access both Microsoft Dynamics 365 and Experience Cloud.
There is a user creation process set up (either through SSO or via a user file) to give users access to Experience Cloud.

Then, follow these steps to configure the Medallia URL the iFrame components points to:

Log into the Power Apps portal as a system administrator.
Select your custom solution and add the Medallia Insights Dashboard to your solution.
Open the dashboard and edit the existing iFrame component on the page.
Configure your Medallia Company URL.

Tip: If you use SSO, ask your Medallia expert to provide you an SSO-specific link.