> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/channels-integrations/crm-service.md).

# CRM Service

Choose a CRM Service provider and open the provider-specific configuration workflow.

CRM Service retrieves CRM information and makes it available in WebAgent. CTI plugins are separate integrations that load WebAgent inside a CRM system.

Use this page to choose the provider-specific CRM Service workflow for the customer environment.

## Before you begin

Confirm the [licensing prerequisites](#licensing-prerequisites) before requesting a provider.

Before configuring a CRM Service provider:

* Confirm that CRM Service is enabled for the environment.
* Confirm which provider option is enabled for the UCC.
* Request the provider CRM Service through the current OnePortal, delivery, or support process for the customer environment.
* Collect the provider endpoint, authentication values, and provider-side access approved for the environment.
* Confirm which WebAgent or UCC configuration consumes CRM Service data.
* Confirm which configuration source is active for `CrmService` `PluginSettings` and `PluginAttributes`.

{% hint style="info" %}
Exact OnePortal labels and configuration-source navigation can differ by release and customer environment. Use the current environment-specific process instead of legacy navigation labels.
{% endhint %}

### Licensing prerequisites

For Dialogue Cloud Neo, displaying CRM contact and case information in WebAgent requires:

* A valid WebAgent license.
* A CRM connector entitlement for each configured data source or CRM connection. This may be included in your subscription or provided through **AW301, CRM Connector (read-only)**.

A CRM connector retrieves information for WebAgent. It does not, by itself, license embedding WebAgent inside a CRM application. For embedding, see [CTI plugin licensing prerequisites](/channels-integrations/cti-plugins.md#licensing-prerequisites).

Contact your AnywhereNow representative if you are unsure whether your subscription includes the required connector. For on-premises licensing requirements or renewal questions, contact your AnywhereNow representative.

## Choose a provider

CRM Service provider options include:

| Provider                                                           | Use when                                                                                                                                                                |
| ------------------------------------------------------------------ | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| [AFAS Profit](/channels-integrations/crm-service/afas-profit.md)   | WebAgent must retrieve AFAS Profit contacts, organizations, cases, or links through AFAS Get Connectors.                                                                |
| [Bullhorn](/channels-integrations/crm-service/bullhorn.md)         | WebAgent must retrieve Bullhorn contacts, leads, cases, or related staffing records.                                                                                    |
| [Dynamics 365](/channels-integrations/crm-service/dynamics-365.md) | WebAgent must retrieve Dynamics 365 or Dataverse records through application access.                                                                                    |
| [Salesforce](/channels-integrations/crm-service/salesforce.md)     | WebAgent must retrieve Salesforce contacts, leads, cases, or related CRM data through a connected app.                                                                  |
| [SAP C4C](/channels-integrations/crm-service/sap-c4c.md)           | WebAgent must retrieve SAP C4C records through the SAP C4C OData API. Confirm provider availability for the environment before starting.                                |
| [ServiceNow](/channels-integrations/crm-service/servicenow.md)     | WebAgent must retrieve ServiceNow user, contact, account, incident, or case data through the ServiceNow REST API.                                                       |
| [SharePoint](/channels-integrations/crm-service/sharepoint.md)     | WebAgent must retrieve CRM-style data from SharePoint-backed lists.                                                                                                     |
| [SQL Server](/channels-integrations/crm-service/sql-server.md)     | WebAgent must retrieve CRM-style data from a supported SQL Server data source. Confirm supportability and ownership boundaries for the environment before starting.     |
| [TOPdesk](/channels-integrations/crm-service/topdesk.md)           | WebAgent must retrieve TOPdesk person, contact, incident, or case data through the TOPdesk REST API. Confirm provider availability for the environment before starting. |

## Shared CRM Service settings

Use the shared settings reference only for common configuration concepts, including the request/change model, `CrmService` `PluginSettings`, `CrmService` `PluginAttributes`, phone-number matching modes, and secret-handling boundaries. Provider-specific settings and optional provider configuration are on the provider pages.

{% content-ref url="/pages/6tRQuVlsVdsXbbJzhSHG" %}
[Configure CRM Service settings](/channels-integrations/crm-service/configure-crm-service-settings.md)
{% endcontent-ref %}

For phone-number behavior that also involves WebAgent, CTI plugins, or callback, see **Phone-number formatting and normalization**.

{% content-ref url="/pages/SVfbm8qnN8jL96ZNBHiv" %}
[Phone-number formatting and normalization](/channels-integrations/setting-up-integrations/phone-number-formatting-and-normalization.md)
{% endcontent-ref %}

## Maintenance handoff

For ongoing operational changes after provider configuration, see [CRM Service maintenance](/operate/maintain-and-change/crm-service-maintenance.md).


---

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