Adaptive Cards in Teams Integrated with D365

In today’s fast-paced business environment, teams need real-time, actionable information to make informed decisions. Microsoft has been continuously innovating to streamline processes and improve productivity, and one such powerful innovation is the use of Adaptive Cards in Microsoft Teams, particularly when integrated with Dynamics 365.

Adaptive Cards are a form of rich interactive content that can be embedded within Microsoft Teams, enabling dynamic, engaging, and actionable communication. When integrated with Dynamics 365, Adaptive Cards bring powerful CRM data directly into Teams, helping users quickly access and take action on relevant customer information, cases, or sales opportunities.

In this article, we’ll explore what Adaptive Cards are, how they integrate with Teams and Dynamics 365, the benefits of this integration, real-world use cases, and best practices for leveraging them to enhance collaboration, customer service, and sales processes.

What Are Adaptive Cards?

Adaptive Cards are a type of interactive content that can be used in applications like Microsoft Teams, Outlook, and other Microsoft 365 services. These cards are built using a JSON schema that defines the layout, actions, and data of the card. Unlike static content, Adaptive Cards are flexible and adaptive — they automatically adjust to different screen sizes and device types, ensuring an optimal user experience across desktops, mobile phones, and tablets.

Key Features of Adaptive Cards:

Interactive Elements: Buttons, inputs, and links that allow users to take action directly from the card.
Dynamic Content: Cards can display dynamic information from various data sources (e.g., CRM data, external systems).
Visual Layouts: Cards support images, text formatting, and structured layouts to display data in an engaging way.
Cross-Platform Compatibility: Adaptive Cards are designed to work across different platforms and devices.

These features make Adaptive Cards ideal for integrating with business systems like Dynamics 365, allowing for seamless information sharing, decision-making, and collaboration within Microsoft Teams.

Why Integrate Adaptive Cards with Dynamics 365?

When integrating Dynamics 365 with Microsoft Teams, Adaptive Cards provide a powerful way to surface important customer and business data directly within the Teams environment. By displaying relevant information in a visually rich, interactive format, Adaptive Cards can enhance workflow efficiency and improve decision-making. Here’s why this integration is particularly beneficial:

1. Real-Time Access to Data

With Adaptive Cards, users can receive real-time updates about customer interactions, sales opportunities, cases, or service requests without leaving the Teams interface. This integration ensures that everyone involved in customer-facing activities has up-to-date information, reducing the need to toggle between multiple applications.

2. Enhanced Collaboration

Teams are all about collaboration, and integrating Dynamics 365 data through Adaptive Cards enhances team coordination. Sales reps, customer service agents, and management can discuss and take action on critical cases or sales leads directly within a Teams channel or chat, increasing response times and improving service delivery.

3. Actionable Insights

Rather than just displaying static data, Adaptive Cards allow users to take action directly from the card. For example, a customer service representative can view an open case and immediately update the status, add notes, or escalate the case, all within Teams.

4. Improved Customer Engagement

For customer-facing teams, Adaptive Cards can display personalized, real-time information that enables better engagement. For example, a salesperson might see recent activity on a high-priority lead and use the Adaptive Card to schedule a follow-up directly from Teams.

5. Reduced Context Switching

With Dynamics 365 and Teams integrated through Adaptive Cards, there’s no need for agents or employees to switch between applications. This reduces the time spent navigating multiple systems and helps workers stay focused on what matters — solving customer issues and closing deals.

How to Integrate Adaptive Cards in Teams with Dynamics 365

1. Set Up the Necessary Tools

Before implementing Adaptive Cards, ensure that you have access to the following:

Microsoft Teams with an appropriate license (usually part of the Microsoft 365 suite).
Dynamics 365 (Sales, Customer Service, Field Service, etc.) with access to relevant data.
Power Automate or custom integrations using Microsoft Graph API to send dynamic data into Teams channels or chats.

2. Create Adaptive Cards

Adaptive Cards are created using JSON and can be built manually or using the Adaptive Card Designer — an easy-to-use tool that allows you to visually design cards and export them as JSON. Once the card is designed, it needs to be populated with dynamic data from Dynamics 365.

For example, if you want to display customer details in a Teams channel, you can create a card layout that includes fields such as the customer name, contact information, recent interactions, and a button to update the case status. The values for these fields can be dynamically populated using data from Dynamics 365 via Power Automate or the Power Apps connector.

3. Integrate Adaptive Cards Using Power Automate

Power Automate is a key component in the integration of Adaptive Cards with Dynamics 365 and Teams. You can create a flow that triggers when certain events occur in Dynamics 365, such as when a new case is created, a sales opportunity is updated, or a service request is received. The flow can then use the Adaptive Card JSON and send it as a message to a Teams channel or chat.

Steps involved:

Create a Flow in Power Automate: Trigger the flow based on Dynamics 365 events (e.g., when a new case is created or when an opportunity reaches a certain stage).
Configure the Action to Send an Adaptive Card: Use the Post Adaptive Card to Teams action to send the card to the designated Teams channel or chat.
Map Data from Dynamics 365 to the Card: Use dynamic content from Dynamics 365, such as customer name, case status, or sales opportunity, to populate the fields in the Adaptive Card.

4. Post the Card in Teams

Once the flow is set up, the Adaptive Card is sent to Microsoft Teams. Depending on the scenario, the card can be posted in a channel (for team collaboration) or sent directly to a user via chat. The card may also include buttons or action elements that allow users to update data in Dynamics 365 directly from Teams.

For instance, a customer service agent might receive an Adaptive Card in Teams containing details of a high-priority case, and a button to “Escalate Case.” Upon clicking the button, the case status in Dynamics 365 would be updated automatically.

Real-World Use Cases for Adaptive Cards in Teams with Dynamics 365

1. Customer Service Case Management

Customer service agents can receive notifications in Microsoft Teams via Adaptive Cards when a new case is created or when a high-priority case needs attention. The card could include:

Customer information (name, contact details, case history)
Case description and status
Buttons for taking actions like “Update Status,” “Escalate,” or “Add Note”

This reduces the time agents spend searching for information, and the actionable buttons allow them to resolve cases faster.

2. Sales Opportunity Management

Sales teams can receive real-time updates on high-priority sales opportunities directly in Teams. For instance, a sales representative can see an Adaptive Card containing details about a lead, including:

Lead name and contact info
Last interaction and next steps
Opportunity value and expected close date

From the card, the sales rep can update the opportunity status, schedule a follow-up, or log a new interaction, all without leaving Teams.

3. Field Service Technician Updates

Field service technicians can receive task updates directly in Microsoft Teams through Adaptive Cards. When a service request is created or updated in Dynamics 365, a card can be sent to the technician’s Teams channel with details such as:

Job details (location, customer name)
Task description
Priority and due date

Technicians can confirm their arrival, update the task status, or even request additional materials through buttons in the card.

4. Marketing Campaign Management

Marketing teams can use Adaptive Cards to track campaign performance and customer engagement. For example, a marketing manager might receive an Adaptive Card with details of a campaign, such as:

Total leads generated
Engagement rates
Click-through rates

With the card’s interactive elements, they can take immediate action, such as scheduling follow-up communications or adjusting campaign settings.

Benefits of Using Adaptive Cards in Teams with Dynamics 365

1. Faster Decision Making

With real-time updates and actionable data embedded in Teams, users can make faster decisions, resolve cases more quickly, and close sales opportunities efficiently.

2. Improved Collaboration

Adaptive Cards help streamline collaboration across teams. Whether in sales, customer service, or field service, relevant data is made accessible in a shared space, reducing silos and enhancing teamwork.

3. Enhanced User Experience

The interactive, rich format of Adaptive Cards makes data more digestible and actionable. By embedding buttons and actions, teams can take immediate steps without switching between applications.

4. Increased Productivity

By embedding actionable information directly in Teams, Adaptive Cards eliminate the need for users to navigate multiple systems, boosting overall productivity and focus on key tasks.

5. Data-Driven Action

Adaptive Cards facilitate a more data-driven approach to decision-making by making critical information easily accessible and enabling prompt action within Microsoft Teams.

Best Practices for Using Adaptive Cards with Teams and Dynamics 365

1. Design User-Friendly Cards

Ensure that the cards are easy to understand and visually appealing. Use clear labels, concise content, and intuitive actions to encourage user engagement.

2. Optimize for Mobile

Since Microsoft Teams is widely used on mobile devices, make sure that the Adaptive Cards are optimized for smaller screens, maintaining readability and usability.

3. Keep Data Secure

Ensure that sensitive information displayed in Adaptive Cards is protected and compliant with data privacy regulations, particularly in industries like finance and healthcare.

4. Test and Iterate

Before deploying Adaptive Cards in production, test them thoroughly with your teams to ensure that they meet user needs, function correctly, and provide value.