The platform user must be connected to their own MS Dynamics CRM user account.
To connect the two, first follow the path:
Management > Microsoft Dynamics > CRM Connection
Enter your username and the password used on MS Dynamics CRM and perform a connection test
If the connection test is successful, the following confirmation message is displayed:
Note
The User name is your Microsoft Dynamics CRM complete User ID (including the domain name, for example: Domain \ User ID) if you are using Microsoft Dynamics CRM On-Premise, a Windows Live ID or an Office 365 valid user ID if you are using Microsoft Dynamics CRM online.
The User name is your Microsoft Dynamics CRM complete User ID (including the domain name, for example: Domain \ User ID) if you are using Microsoft Dynamics CRM On-Premise, a Windows Live ID or an Office 365 valid user ID if you are using Microsoft Dynamics CRM online.