> For the complete documentation index, see [llms.txt](https://docs.scaleconnect.com.au/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.scaleconnect.com.au/scaleconnect-docs/integrations/custom-integrations/microsoft-dynamics.md).

# Microsoft Dynamics

{% hint style="warning" %}
**Coming soon** — The Microsoft Dynamics integration is on our roadmap and not yet available in ScaleConnect. Current CRM integrations include MyCRM+, with SalesTrekker and Mercury Nexus also planned. This page describes the planned functionality. Features and workflows may change before release.
{% endhint %}

Microsoft Dynamics 365 is a widely used CRM in financial services. The planned ScaleConnect integration will sync client data, deals, and activities between Dynamics 365 and ScaleConnect — so your client records stay consistent across both platforms without manual double-entry.

If your brokerage runs Dynamics as its primary CRM, this integration means you can continue using Dynamics for pipeline management and compliance while leveraging ScaleConnect's simulation, AI, and client engagement tools on the same data.

***

## What Syncs

The integration is designed to sync three core entity types between Dynamics 365 and ScaleConnect.

### Contacts → Clients

Dynamics 365 contacts map to ScaleConnect client records. When a contact is created or updated in Dynamics, the corresponding client record in ScaleConnect reflects the change — and vice versa.

| Dynamics 365 Field     | ScaleConnect Field | Notes                                                  |
| ---------------------- | ------------------ | ------------------------------------------------------ |
| First Name / Last Name | Client name        | Combined into full name                                |
| Email Address          | Email              | Primary identifier for matching                        |
| Phone Number           | Phone              | Mobile preferred                                       |
| Account (Company)      | —                  | Not mapped — ScaleConnect is individual-client focused |
| Address                | Address            | Residential address                                    |
| Date of Birth          | Date of birth      | Used for financial modelling                           |

### Deals and Opportunities

Dynamics 365 opportunities map to client activity in ScaleConnect. When a deal progresses through stages in Dynamics (e.g. Lead → Qualified → Application → Settlement), ScaleConnect logs the stage change as a note or activity event on the client's file.

| Dynamics 365 Field | ScaleConnect Mapping             |
| ------------------ | -------------------------------- |
| Opportunity name   | Activity log entry title         |
| Stage              | Logged as a status update note   |
| Estimated value    | Included in the note for context |
| Close date         | Timestamp on the activity entry  |

### Activities

Meetings, calls, and tasks in Dynamics 365 sync as activity events in ScaleConnect. This ensures your client timeline in ScaleConnect reflects everything happening in Dynamics — not just what was initiated from ScaleConnect.

| Dynamics Activity | ScaleConnect Activity         |
| ----------------- | ----------------------------- |
| Appointment       | Meeting event in activity log |
| Phone Call        | Call event in activity log    |
| Task              | Task note on client file      |
| Email             | Not synced (to avoid noise)   |

***

## Sync Behaviour

Understanding how the sync operates helps you avoid duplicate records and data conflicts.

### Direction

The integration supports **bi-directional sync** — changes in either system propagate to the other. You can also configure it as one-directional if you prefer Dynamics to be the source of truth (Dynamics → ScaleConnect only) or vice versa.

| Mode                        | Behaviour                                                                               |
| --------------------------- | --------------------------------------------------------------------------------------- |
| **Bi-directional**          | Changes in either platform sync to the other. Best for teams that work in both systems. |
| **Dynamics → ScaleConnect** | Dynamics is the source of truth. Changes in ScaleConnect don't push back.               |
| **ScaleConnect → Dynamics** | ScaleConnect is the source of truth. Changes in Dynamics don't push back.               |

### Frequency

Sync runs on a near-real-time schedule. Changes are detected and propagated within minutes. You can also trigger a manual sync at any time from the integration management page.

| Sync Type        | Timing                                                                    |
| ---------------- | ------------------------------------------------------------------------- |
| **Automatic**    | Near-real-time — changes propagate within minutes                         |
| **Manual**       | On-demand — click **Sync Now** from Settings → Integrations               |
| **Initial sync** | Full sync of all matching records when the integration is first connected |

### Conflict resolution

When the same record is modified in both systems between sync cycles, a conflict occurs. The integration resolves conflicts based on the most recent timestamp — the last write wins.

{% hint style="info" %}
If your team frequently edits client records in both Dynamics and ScaleConnect, consider using one-directional sync to avoid conflicts entirely. Choose the platform where most edits happen as the source of truth.
{% endhint %}

### Deduplication

During the initial sync, the integration matches records by **email address**. If a contact in Dynamics has the same email as a client in ScaleConnect, the records are linked rather than duplicated.

If no email match is found, the integration creates a new record in the target system. After the initial sync, linked records stay connected by an internal ID — subsequent syncs use this ID rather than re-matching by email.

***

## Setup

Connecting Microsoft Dynamics 365 requires OAuth 2.0 authentication through the Microsoft identity platform. You'll need admin-level access to your Dynamics 365 instance (or approval from your Dynamics admin) to authorise the connection.

### Prerequisites

| Requirement               | Details                                                                      |
| ------------------------- | ---------------------------------------------------------------------------- |
| **Dynamics 365 instance** | An active Dynamics 365 Sales or Customer Engagement environment              |
| **Admin access**          | Permission to authorise third-party app connections in your Microsoft tenant |
| **ScaleConnect account**  | Active broker account with access to Settings → Integrations                 |

### Connection steps

1. Open **Settings → Integrations** in ScaleConnect.
2. Find the **Microsoft Dynamics** card under CRM Integrations and click **Connect**.
3. You'll be redirected to Microsoft's sign-in page. Log in with your Dynamics 365 admin account.
4. Review the permissions ScaleConnect is requesting — read and write access to contacts, opportunities, and activities.
5. Click **Accept** to authorise the connection.
6. Back in ScaleConnect, select which entity types to sync:
   * **Contacts** (recommended — required for client sync)
   * **Opportunities** (optional — syncs deal pipeline activity)
   * **Activities** (optional — syncs meetings, calls, and tasks)
7. Click **Start Initial Sync**. ScaleConnect pulls in all matching records from Dynamics and links them to existing client records by email. New records are created where no match exists.

The initial sync may take several minutes depending on the size of your Dynamics database. You can monitor progress on the integration status page.

***

## Managing the Integration

Once connected, the Microsoft Dynamics card on the Integrations page shows sync status and management options.

### View sync status

The integration status page shows:

* **Last sync time** — when the most recent sync completed
* **Records synced** — total contacts, opportunities, and activities currently linked
* **Sync errors** — any records that failed to sync, with error details and the option to retry

### Pause sync

If you need to temporarily stop syncing — for example, during a Dynamics data migration — click **Pause** on the integration card. Pausing stops all automatic sync cycles but preserves the connection and all linked records. Click **Resume** to restart.

### Re-sync

If you suspect records are out of date or a large batch of changes was made in Dynamics, click **Sync Now** to trigger an immediate full sync. This pulls the latest data from Dynamics and reconciles it with ScaleConnect.

### Disconnect

To remove the integration entirely:

1. Go to **Settings → Integrations** and click the **Microsoft Dynamics** card.
2. Click **Disconnect**.
3. Confirm in the dialog. This revokes ScaleConnect's access to your Dynamics instance and removes all sync mappings.

Previously synced data remains in both systems — disconnecting doesn't delete any records. It only stops future syncing.

{% hint style="info" %}
If you disconnect and later reconnect, the initial sync will re-match records by email. Any records that were modified independently in both systems during the disconnected period will follow the conflict resolution rules (last write wins).
{% endhint %}

***

## Current CRM Integrations

While the Dynamics integration is in development, ScaleConnect currently supports these CRM connections:

| CRM                    | Status               | Notes                                                 |
| ---------------------- | -------------------- | ----------------------------------------------------- |
| **MyCRM+**             | Connected by default | Automatic client and loan data sync — no setup needed |
| **SalesTrekker**       | Coming soon          | Loan pipeline and client data sync                    |
| **Mercury Nexus**      | Coming soon          | Client and loan data sync                             |
| **Microsoft Dynamics** | Coming soon          | Full contact, deal, and activity sync (this page)     |

For current integration options, see [Connect Your Integrations](https://github.com/scaleapp-au/scaleconnect-docs/blob/main/integrations/connect-your-integrations.md).

***

<details>

<summary>Will synced Dynamics data appear in ScaleAI context?</summary>

Yes. Client records synced from Dynamics become part of the client's profile in ScaleConnect. ScaleAI uses all available client data — including synced CRM fields, activity history, and notes — when generating AI Reviews and responding to Broker Brain queries.

</details>

<details>

<summary>Can I map custom Dynamics fields to ScaleConnect?</summary>

The initial integration supports standard entity fields (contacts, opportunities, activities). Custom field mapping may be available in a future release. For now, use the [Zapier](/scaleconnect-docs/integrations/custom-integrations/zapier.md) integration as a workaround to push custom field data into ScaleConnect as client notes.

</details>

<details>

<summary>Does the integration support Dynamics 365 Business Central?</summary>

The planned integration targets Dynamics 365 Sales (Customer Engagement). Business Central is a separate product with a different data model. Support for Business Central is not currently planned, but may be considered based on demand.

</details>

<details>

<summary>What happens to synced records if I switch CRMs?</summary>

If you disconnect Dynamics and connect a different CRM, the records previously synced from Dynamics remain in ScaleConnect as standalone client records. They won't be automatically linked to records in the new CRM — you'll need to go through the initial sync process with the new CRM, which will re-match by email.

</details>

<details>

<summary>Can multiple team members connect to the same Dynamics instance?</summary>

Yes. The Dynamics connection is at the organisation level, not per-user. Once connected by an admin, all brokers on the ScaleConnect team benefit from the sync. Individual brokers don't need to authorise separately.

</details>


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