Unable to connect to Microsoft Dynamics 365

The integration is unable to connect to Microsoft Dynamics 365. This issue is typically due to invalid or missing credentials in the integration configuration in Genesys Cloud. However, this issue can also be due to security settings in your Microsoft Dynamics 365 organization or an outage of your Microsoft Dynamics 365 server. 

• Confirm that you can access Microsoft Dynamics 365.
• Review the Microsoft Dynamics 365 security settings.
• Reenter your Microsoft Dynamics 365 credentials in the integration configuration in Genesys Cloud. For more information, see Add a data actions integration.
• Check the Microsoft Dynamics 365 user permissions in Microsoft Dynamics 365.

  The user must be user able to access any data that you want to make available to the Microsoft Dynamics 365 data action integration.

• Register the application in the Microsoft Entra admin center to get the application ID. For more information, see Register the integration in Microsoft Entra ID. 
• The client secret expires based on the duration set during its creation. To avoid any outages, ensure to generate a new client secret and update the integration credentials before the current client secret expires..

For more information about the integration, see About the Microsoft Dynamics 365 data actions integration.