Integrating Rescue Live Guide and Microsoft Dynamics
Before you begin: The person performing the integration needs the following roles and privileges:
- Microsoft Dynamics 365 CRM Admin role
- GoToRescue Live Guide account with access to the Administration Center
Install the Rescue Live Guide Solution App
The GoTo Rescue Live Guide solution app needed for integrating Microsoft Dynamics Omnichannel for Customer Serivce and GoTo Rescue Live Guide is available from Microsoft App Source.
Log in to Microsoft Dynamics, and search Microsoft AppSource for the solution app to install it from there following the usual AppSource app install procedure.
When you need to install a version of the solution app that is not available through Microsoft AppSource, follow the below
manual installation procedure:
- Run the GoTo Package Deployer by executing the PackageDeployer.exe file. This will prompt you to log into your MS Dynamics environment to install the package.
- Once the package is verified, click Next to proceed.
- Verify that the installation is complete without errors and click Next.
Configure the Solution App
- Navigate to your Omnichannel Administration Center and enable the Live Guide Co-browse provider.
- Under Settings, navigate to CoBrowse Configuration.
- Create a new record by adding url in the Name field.
- Enter the site containing your Omnichannel chat widget in the Value field.
Create Rescue Live Guide Users
Live Guide Reporting
A session report is available to both agents and Administrators in the
Rescue Live Guide Agent Console. For detailed information, see
Working with Reporting.
Article last updated: 29 February, 2024