SightCall Vision Console for Microsoft Dynamics 365 – Deployment guide

This guide explains how to deploy and configure the Microsoft Dynamics 365 — Remote Visual Support Integration with SightCall Vision Console (V3). It covers package installation, form configuration, tenant pairing, and testing.

Prerequisites

Before you begin, make sure you have:

• Full access to the SightCall Admin Portal for the tenant or tenants you want to connect.
• An active SightCall Vision license or service entitlement. The Marketplace package is free, but using SightCall requires an active service entitlement.
• Access to administer the target Microsoft Dynamics 365 environment and Power Platform environment.
• Access to the Microsoft Entra admin center to create an app registration.
• The target environment identified in Power Platform admin center.

1. Install or upgrade SightCall for Microsoft Dynamics 365

Primary: Install from Microsoft Marketplace

Use the Microsoft Marketplace installation path whenever it is available for your organization.

1. Open the SightCall for Microsoft Dynamics 365 listing in Microsoft Marketplace.
2. Select Get it now.
3. Sign in and grant consent if prompted.
4. Select the target environment in Power Platform admin center.
5. Review and accept the terms.
6. Select Install.

Selecting Get it now does not complete the installation. The package is installed only after you select the target environment, accept the terms, and select Install.

To track the installation:

1. Open Power Platform admin center.
2. Go to Manage > Environments.
3. Select the target environment.
4. Open Resources > Dynamics 365 apps.
5. Monitor the package until its status is Installed.

After installation, check the environment picker to confirm that you are working in the environment where the package was installed.

The package is installed as a managed solution. To verify it, open Power Apps > Solutions and look for the installed solution. It is not installed as a standalone app under Apps.

Alternative: Manual installation

Use manual installation if your organization cannot use Microsoft Marketplace or needs a SightCall-provided managed or unmanaged package.

Contact SightCall Support before starting the manual installation. SightCall Support will provide the appropriate package and confirm whether you need a managed or unmanaged solution.

After you receive the package:

1. Go to make.powerapps.com.
2. Use the environment picker to select the target environment.
3. Open Solutions.
4. Select Import solution.
5. Select the .zip package provided by SightCall.
6. Follow the import wizard and complete the installation.

Upgrading from a manual installation

A managed package may upgrade an existing managed installation when the solution identity and versioning are compatible.

If the managed package cannot upgrade the existing installation, contact SightCall Support.

Customers with an unmanaged installation should remain on the manual installation channel and contact SightCall Support. Migration for unmanaged installations is handled individually.

2. Add SightCall Vision Console to a Dynamics 365 form

Add the V3 event handler to each form where the console should be available.

Select the app and solution

1. Go to make.powerapps.com and select the target environment.
2. Select the app where you want to use the console.
3. Choose your organization’s Customer Service or Field Service app.

Field Service - V3 is used only as an example in this guide. Select the app used by your organization.

For deployments across multiple environments, use your own solution so that your organization can manage the configuration consistently.

Choose the V3 or Legacy/classic implementation

The implementation is selected while you configure the form:

• To configure V3 (SightCall Vision Console), continue with the V3 steps below. Search for sightcall_vision_v3, select sc_sightcall_vision_v3_js, and configure the sc_openVisionV3SidePane function.
• To configure Legacy/classic, use the legacy form configuration guide. In that guide, follow step 7 and use the sc_widget_sightcall_html web resource.

Configure the V3 form event handler

1. Open the form for the table where you want the console to appear.
2. Add or edit the form’s On Load event.
3. Select + Event Handler.

1. Continue by selecting + Add library.
2. Search for sightcall_vision_v3.

1. Select the following library: sc_sightcall_vision_v3_js
2. Select the following library: sc_sightcall_vision_v3_js
3. Select the following function: sc_openVisionV3SidePane
4. Make sure the event handler is enabled.
5. Select Pass execution context as the first parameter.

1. Select Done.
2. Select Save and publish.

Add the event handler to each desired form. For example, if the console should be available on Case, Account, and Contact forms, configure each form separately.

Supported scope

The integration can be configured for the following objects:

• Case, also referred to as Incident.
• Account.
• Contact.
• Work Order.
• Configured custom objects when enabled for your integration.

The Case or Incident form is used as the example in this guide. Availability for other objects depends on their configuration. Add the event handler to each desired form.

3. Pair your Microsoft Dynamics 365 organization with your SightCall tenant

To configure the connection, collect the following values:

• Tenant ID
• Client ID
• Client Secret

Get the Tenant ID

1. Go to the Microsoft Entra admin center.
2. Open Overview.
3. Copy the Tenant ID.

Create the app registration and get the Client ID

1. In the Microsoft Entra admin center, open App registrations.



2. Select + New registration.
3. Enter the following values:
   • Name: SightCall Vision
   • Supported account type: Single tenant only
   • Redirect URI: Select Web and enter https://api.sightcall.com/auth/dynamics/callback
4. Create the registration.
5. On the application overview page, copy the Application (client) ID. This is your Client ID.

Create the Client Secret

1. Open the app registration you created.
2. Go to Certificates & secrets.
3. Open the Client secrets tab.
4. Select + New client secret.
5. Enter a description, such as SightCall Vision.
6. Select an expiry period. The current guide uses 730 days (24 months) where that option is available.
7. Create the secret.
8. Copy the secret Value immediately.

The client secret value is shown only once. Copy it as soon as it is created, store it securely, and record its expiry date. Replace the secret after it expires.

Add the integration in the SightCall Admin Portal

1. Sign in to the SightCall Admin Portal for your tenant.
2. Go to Setup > Integrations.
3. If the menu is not visible, open https://admin.sightcall.com/integrations.



4. Select + Add a Microsoft Dynamics 365 integration.
5. Enter the following values:
   • Tenant ID: The Tenant ID from Microsoft Entra ID.
   • Client ID: The Application (client) ID from the app registration.
   • Client Secret: The secret value you copied when creating the client secret.
6. Select Save.

4. Test the integration

1. In Microsoft Dynamics 365, open the app that you configured.



2. Go to Cases.
3. Open a case.
4. Confirm that SightCall Vision Console appears on the right side of the form and is ready to start a Remote Visual Support session.

If you configured the integration on additional supported objects, open a record on each configured form to verify that the console appears as expected.