Dynamics 365 Crm

Dynamics 365 Sales and Customer Service via Dataverse Web API

This skill provides comprehensive knowledge for operating the Dynamics 365 Sales and Customer Service business application layer on top of Dataverse. It covers the full CRM record lifecycle, pipeline management, case and queue operations, SLA management, and CRM workflow automation via Power Automate.

Integration Context Contract

• Canonical contract: docs/integration-context.md

* Use sovereign cloud values from the canonical contract when applicable.

Required auth parameters for every CRM workflow:

• tenantId — Entra ID tenant GUID
• orgUrl — Dynamics 365 organization URL: https://{orgName}.crm.dynamics.com
• Service principal must have a systemuser record in the Dynamics org (auto-created on first login or via admin API)

Fail fast when orgUrl is missing or the service principal lacks a systemuser record. Redact org URL and record GUIDs in error output.

Dataverse Web API Overview

All Dynamics 365 data operations use the Dataverse Web API:

{orgUrl}/api/data/v9.2/{entitySetName}

API version 9.2 is stable and supports all CRM entities, actions, and functions.

Authentication

import { ClientSecretCredential } from "@azure/identity";

const credential = new ClientSecretCredential(tenantId, clientId, clientSecret);
const token = await credential.getToken("https://org.crm.dynamics.com/.default");

// All requests include:
// Authorization: Bearer {token}
// OData-MaxVersion: 4.0
// OData-Version: 4.0
// Accept: application/json
// Content-Type: application/json

Key Entity Set Names

OData Query Patterns

Retrieve with $select and $expand:

GET {orgUrl}/api/data/v9.2/leads?$select=leadid,fullname,companyname,emailaddress1,statuscode,estimatedvalue&$filter=statecode eq 0 and statuscode eq 1&$orderby=createdon desc&$top=50

Expand related records:

GET {orgUrl}/api/data/v9.2/opportunities?$select=opportunityid,name,estimatedvalue,stepname,closeprobability,estimatedclosedate&$expand=parentaccountid($select=name,accountnumber)&$filter=statecode eq 0

Pagination ($skiptoken):

Prefer: odata.maxpagesize=100

Follow @odata.nextLink in the response to retrieve subsequent pages.

Dynamics 365 Sales

Lead Management

Lead statuses:

Create lead:

POST {orgUrl}/api/data/v9.2/leads
{
  "firstname": "Jane",
  "lastname": "Smith",
  "fullname": "Jane Smith",
  "companyname": "Contoso Ltd",
  "emailaddress1": "jane.smith@contoso.com",
  "telephone1": "+1-555-0100",
  "subject": "Interest in Enterprise Plan",
  "description": "Came from website demo request",
  "estimatedvalue": 50000,
  "estimatedclosedate": "2026-06-30",
  "leadsourcecode": 8
}

Qualify a lead (standard action):

The QualifyLead Dataverse action converts a lead into an opportunity, account, and/or contact.

POST {orgUrl}/api/data/v9.2/leads({leadId})/Microsoft.Dynamics.CRM.QualifyLead
{
  "CreateAccount": true,
  "CreateContact": true,
  "CreateOpportunity": true,
  "Status": 3,
  "OpportunityCurrencyId": {
    "transactioncurrencyid": "{usd-currency-id}",
    "@odata.type": "Microsoft.Dynamics.CRM.transactioncurrency"
  }
}

Response: includes opportunityid, accountid, contactid of created records.

Opportunity Management

Opportunity pipeline stages (BPF — Sales Process):

Create opportunity:

POST {orgUrl}/api/data/v9.2/opportunities
{
  "name": "Contoso — Enterprise Cloud Migration",
  "estimatedvalue": 120000,
  "estimatedclosedate": "2026-09-30",
  "closeprobability": 50,
  "stepname": "Propose",
  "description": "Full Azure migration project",
  "parentaccountid@odata.bind": "/accounts({accountId})"
}

Win opportunity:

POST {orgUrl}/api/data/v9.2/WinOpportunity
{
  "OpportunityClose": {
    "opportunityid@odata.bind": "/opportunities/{opportunityId}",
    "subject": "Won — Contoso Enterprise",
    "actualrevenue": 120000,
    "actualclosedate": "2026-06-15",
    "description": "Signed contract received"
  },
  "Status": 3
}

Lose opportunity:

POST {orgUrl}/api/data/v9.2/LoseOpportunity
{
  "OpportunityClose": {
    "opportunityid@odata.bind": "/opportunities/{opportunityId}",
    "subject": "Lost — Contoso to Competitor",
    "competitorid@odata.bind": "/competitors/{competitorId}"
  },
  "Status": 4
}

Pipeline Reporting

Aggregate pipeline by owner and stage:

GET {orgUrl}/api/data/v9.2/opportunities?$select=name,estimatedvalue,stepname,estimatedclosedate,closeprobability&$expand=owninguser($select=fullname)&$filter=statecode eq 0&$orderby=estimatedclosedate asc

Weighted pipeline value: estimatedvalue * closeprobability / 100 per opportunity.

Dynamics 365 Customer Service

Case (Incident) Management

Case priorities:

Case statuses:

Create case:

POST {orgUrl}/api/data/v9.2/incidents
{
  "title": "Cannot connect to VPN — remote site",
  "description": "User reports VPN drops every 30 minutes since yesterday.",
  "prioritycode": 1,
  "casetypecode": 1,
  "customerid_account@odata.bind": "/accounts/{accountId}",
  "primarycontactid@odata.bind": "/contacts/{contactId}",
  "subjectid@odata.bind": "/subjects/{subjectId}"
}

Resolve case:

POST {orgUrl}/api/data/v9.2/ResolveIncident
{
  "IncidentResolution": {
    "incidentid@odata.bind": "/incidents/{caseId}",
    "subject": "Resolved — VPN firmware updated",
    "description": "Updated firmware on remote router resolved the issue.",
    "timespent": 60
  },
  "Status": 5
}

Queue Management

Add case to queue:

POST {orgUrl}/api/data/v9.2/queueitems
{
  "objectid_incident@odata.bind": "/incidents/{caseId}",
  "queueid@odata.bind": "/queues/{queueId}"
}

Pick queue item (assign to current user):

POST {orgUrl}/api/data/v9.2/PickFromQueue
{
  "QueueItemId": "{queueItemId}",
  "WorkerId": "{systemUserId}",
  "RemoveQueueItem": false
}

Routing rule evaluation is triggered automatically when a case matches a rule condition. Manual evaluation:

POST {orgUrl}/api/data/v9.2/ApplyRoutingRule
{
  "Target": {
    "incidentid": "{caseId}",
    "@odata.type": "Microsoft.Dynamics.CRM.incident"
  }
}

SLA Management

SLA KPI (service level agreement key performance indicator):

Each case with an SLA applied gets slainvokedid set. Monitor SLA KPI status via slakpiinstances:

GET {orgUrl}/api/data/v9.2/slakpiinstances?$filter=_regarding_value eq {caseId}&$select=name,status,failuretime,warningtime,computedfailuretime

Activity Logging

Log activities against CRM records to create the interaction audit trail.

Create task against opportunity:

POST {orgUrl}/api/data/v9.2/tasks
{
  "subject": "Follow-up call — Q2 contract review",
  "description": "Discuss renewal terms and expansion scope.",
  "scheduledend": "2026-03-15T14:00:00Z",
  "prioritycode": 2,
  "regardingobjectid_opportunity@odata.bind": "/opportunities/{opportunityId}"
}

Log phone call (completed):

POST {orgUrl}/api/data/v9.2/phonecalls
{
  "subject": "Discovery call",
  "directioncode": true,
  "actualend": "2026-03-10T10:30:00Z",
  "statecode": 1,
  "statuscode": 2,
  "regardingobjectid_opportunity@odata.bind": "/opportunities/{opportunityId}"
}

Business Rules and Rollup Fields

• Business rules: Configured in the Dataverse maker portal; enforced on both client and server for field validation, default values, and visibility rules.
• Rollup fields: Aggregate child records (e.g., sum of opportunity revenue by account). Recalculate via CalculateRollupField action:

POST {orgUrl}/api/data/v9.2/CalculateRollupField
{
  "Target": { "accountid": "{accountId}", "@odata.type": "Microsoft.Dynamics.CRM.account" },
  "FieldName": "opportunities_sum_estimatedvalue"
}

Error Handling

Rate limits: 6,000 API requests per 5-minute window per user. Use $batch (OData $batch) for bulk operations to stay within limits.

Output Convention

Every operation produces a structured markdown report:

1. Header: operation, timestamp, org URL
2. Record summary: entity type, ID, key fields
3. Action result: what was created/updated/closed
4. Pipeline table (for reporting commands): stage, owner, value, probability, close date
5. Recommendations: next steps, data quality notes

Reference Files

Progressive Disclosure — Reference Files