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Dynamics 365 – Email Engagement

Continuing with our posts regarding the release of Dynamics 365, next up is the new Email Engagement functionality Microsoft has added to the core product.  Additionally, head over to the CRM Roadmap site, or the CRM What’s New site to see more of the features that have recently gone live. 

Email Engagement is the ability to see tracking statistics about emails that are created in, and sent out of Dynamics 365.   Or in other words, Email Engagement enables monitoring of activity taken by the recipient of the email.  Specifically you can monitor when the recipient:

  • Opened the message
  • Clicked on a link
  • Opened an attachment
  • Replied to the email

You also have the ability to schedule when the email should be sent based on when you think the most effective delivery time is for your message.  You can also set alerts to remind you when you should follow up on the email.  You can view additional information on Email Engagement from Microsoft via this link.

We’ll go into more detail in using Email Engagement below, but first lets discuss how to get it enabled.

Enable Email Engagement

In order to enable Email Engagement for Dynamics 365, you need to accept the Preview Terms and Conditions.  To do this, navigate to Settings –> Administration –> System Settings.  Then click on the Previews tab, and make sure you’ve checked off that you agree to the license terms, and enable Email Engagement.

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On top of enabling the preview feature, you’ll also need to enable Server Side Sync for SharePoint and Exchange in Dynamics 365, and enable OneDrive for Business in Dynamics 365.

You’ll also have to enable document management for the Email entity, which can by done by going to Settings –> Document Management –> Document Management Settings.  Check the Email checkbox and you should be good to go here.

Finally,  you need to accept the Email Engagement terms and conditions in Dynamics 365 and set some other options (cards etc.).  This can be completed by going to Settings –> Relationship Insights.  With the initial screen, you’ll have to click on the “I have read and accept these terms and conditions” checkbox and click on Continue.  Then click on the Email Engagement tab, and click on the checkbox by “By enabling this feature, you consent to share your data…” and click on “Begin Setup.”

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The setup process will then begin and could take some time, but once it completes, you’ll have to click on another checkbox next to “Turn on email engagement for your organization” and click on Save.  You should now be good to go to use Email Engagement!

 

Using Email Engagement

Note that Email Engagement only works for emails that are sent out of Dynamics 365 (versus emails sent from Outlook / Exchange that are tracked in CRM).

The first thing you’ll need to do is simply create a CRM email as you would normally.  However, now when you do so, you’ll see additional content on the email message in an Email Engagement section.

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When new emails are created, they’re automatically followed.  You can click on the DON’T FOLLOW link to not follow this particular email.  However, there is a “Follow Email” field on the Contact that you can update to “Do Not Allow” and when doing so, the next time you create an email in Dynamics 365, by default the email will be set to not be followed.

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You can click on View Preferences to see which recipients on the email have their setting set to Do Not Allow, and you can also attempt to retry following the email should the recipients’ preferences be updated.

Note:  That there seems to be a bug with this functionality currently at the time of this blog post.  When the email is initially created, it still shows that the “Recipient Activity will be followed” when the email form opens, regardless of the “Follow Email” preference on the contact record.  If you click on DON’T FOLLOW and then click on FOLLOW, that’s when you’ll see the indication above that one or more of the recipients prefer to not have their email activity followed.  A Microsoft Connect feedback item has been logged here.

From this area, you can also specify a time to actually send the email if you don’t want it to be sent immediately (based on research that you may have done that indicates best time to send specific communication).  Clicking the SEND LATER button will pop up a dialog that will allow you to pick a date and time for the email to be sent.

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If you click on SET REMINDER you’re able to set one of the following reminders:

  • If a reply isn’t sent
  • If the email isn’t opened
  • Remind you regardless of lack of recipient activity

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Both reminders and email scheduling must be done in the future, and the system will prevent you from setting them up for the past.  Once they’re setup, you’ll see the Email Engagement section change slightly which will allow you to modify the settings you setup, as well as remove them should you desire.

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When you’re in CRM and looking at the relationship assistant, you’ll see a card for the reminders you setup that executed.  In this example, since the email wasn’t opened by the date specified, a card shows up for me indicating as such.  I can open the recipient, open the email, snooze the reminder card for 12 hours, or dismiss the reminder card.   Out of the box, these appear to only display on the Dashboards, and not on the actual Contact record.

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Attachments

You have the ability to not only follow activity on a particular email (opens, clicks, replies), but you can also follow activity on attachment views.  Each time an attachment is opened is counted as an attachment view.

In order to follow attachment activity, you must first save your email (don’t send it).  Then click on the + sign in the Attachments sub grid.

Once you Browse to the file and click on Attach, you’ll see a new Follow button.  After you click on the Follow button (which will upload the attachment to OneDrive for Business which you configured earlier), you’ll have the option to stop following, or simply close out of the attachments dialog.  You can always get back to the dialog to follow, stop following, and remove the attachment by clicking the attachment hyperlink in the attachment sub grid on the email form should you decide to do so later.

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Recipient Activity

When you’re on an email that’s being followed, you’ll notice a new area Recipient Activity that shows a summary view of the number of opens, attachment views, link clicks, and replies.  Directly below the summary you can see each individual detailed activity which is rolling up to that summary.  Note:  I had to track the reply from the recipient for it to be counted as a reply (Dynamics didn’t automatically notice that there was a reply in Exchange and instead needed the reply in Dynamics to count).

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You’ll notice that the location of where the email was opened is also tracked.  In this case I just opened it from my laptop, but it would also show if I opened it from my phone as well.

Recipient activity is also visible on dashboards in the new Relationship Assistant area as a separate card.  This is also displayed on the new Dynamics 365 tablet and phone apps, you can see the same card displayed in the new Landing Page

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The Email Engagement functionality extends a little bit beyond the actual email that was sent.  If you used an Email Template, Dynamics 365 will track the opens and replies that were made to emails that used that template.  Dynamics 365 will also let you know if a particular template is recommended due to past performance.  Below you can see that Dynamics 365 is recommending the Contact Reconnect email template due to past recipient activity. 

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When a user goes to create a new email in the future, the recommended templates will be easily visible to select from via the green star indicator.

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Topics: Microsoft Dynamics 365 Microsoft Dynamics CRM Microsoft Dynamics CRM Online