Professional Documents
Culture Documents
GDPR Troubleshooting
Dynamics 365 for Sales & GDPR Troubleshooting guide for administrators
Troubleshooting guide for sales people
In-app marketing
Create a marketing list
Create a quick campaign
Add assets to a campaign
Create or edit a campaign
Add an activity to a campaign
Track a marketing campaign response
Overview of Sales and Sales Hub
12/10/2018 • 2 minutes to read • Edit Online
NOTE
For mobile devices, you'll also need to install Dynamics 365 for phones and tablets.
If you're using a desktop browser, you'll see the Sales Hub app in the app switcher as shown in the following
image.
If you're using a mobile device with Dynamics 365 for phones and tablets installed, you'll see the Sales Hub in the
app switcher as shown in the following image.
The following image shows the Sales Hub app screen on a tablet.
What Dynamics 365 for Sales offers
Dynamics 365 for Sales offers great benefits, whether you're using a desktop, phone, or tablet.
Benefits for sales people
Follow guided business processes, so you know which steps to take next to close deals faster. You can tailor
these business processes for your organization's needs.
Manage customers and deals wherever you are, on any device (phone, tablet, PC, or Mac).
Get productive faster by using familiar tools. Dynamics 365 for Sales is tightly integrated with Office 365
apps, which makes it easier to get going more quickly:
Use SharePoint to store and view documents like presentations or notes in the context of a record,
such as an opportunity, so anyone working on the opportunity can view them.
Open sales data in Excel, make changes, and save the changes back to Dynamics 365 for Sales—all
without switching between applications.
Get actionable insights and suggestions based on how you work. For example, if you have an opportunity
closing next week, the Relationship Assistant will send you a reminder to connect with your customer.
Find all activities (appointments, phone calls, and so on) related to a customer or opportunity in one central
place, so you have the context you need to do your job.
Benefits for sales managers
Accelerate your team's performance by using real-time analytics based on historical data and predictive
information.
Monitor results, and provide feedback and coaching, in real time.
Use immersive Excel and prebuilt templates to do quick analysis without leaving Dynamics 365 for Sales.
See also
User Guide (Sales and Sales Hub)
Business process flows overview
Set up a product catalog
Set up sales territories
What's new in Dynamics 365 for Sales
3/22/2019 • 2 minutes to read • Edit Online
Welcome to Dynamics 365 for Sales! Visit this page to see what’s added or updated recently.
Dynamics 365 for Sales, Dynamics 365 for Customer Engagement apps,
version 9.1
Dynamics 365 for Sales introduces Playbook, a new capability to help organizations automate repeatable
sales activities and respond to external events. It provides proactive and predictive event-driven guidance
that can suggest the next best actions and surface relevant activities to successfully respond to external
events. More information: Enforce best bractices with playbooks
NOTE
The playbook capability is currently available only in the Sales Hub app in Dynamics 365 for Customer Engagement. It
is being released with Dynamics 365 for Sales application version 9.0.1810.4006 or later and the server version
9.1.0.0263 or later, as part of the weekly release of the product to individual geographies. To learn about updating an
app solution, see Install, update, or remove a preferred solution.
With Dynamics 365 for Customer Engagement apps version 9.1.0.3806, playbooks can be created for
Account and Contact record types in the Sales Hub app (Unified Interface), in addition to the existing record
types that are currently supported.
Dynamics 365 for Sales, Spring 2018 (Dynamics 365 for Customer
Engagement apps version 9.0.2)
Sales admin settings: With Dynamics 365 for Customer Engagement apps version 9.0.2.2082, all the sales
settings are now available in the Sales Hub app. An administrator doesn't have to use the web application to
configure price lists, units, product catalog and goal settings right from the Sales Hub app.
View hierarchical data: With Dynamics 365 for Customer Engagement apps version 9.0.2.2082, you can
see how info is related or grouped by viewing accounts, products, or users in hierarchical charts in the Sales
hub app. You can click a tile in the chart to get the full details and then navigate to the info you’re interested
in. More information: See relationships in a hierarchical view
Sales app is built on the Unified Interface framework for consistent user experience: The new Sales
Hub app delivers a consistent, uniform, user interface, and follows responsive design principles for optimal
viewing on any screen size or device. Entities used in the sales process, including products, goals, and sales
literature, run on this responsive platform and conform to common data model standards.
Administrator and Sales Manager Guide
12/10/2018 • 2 minutes to read • Edit Online
Troubleshooting Upgrade/downgrade
Troubleshooting guide for administrators Upgrade from Dynamics 365 for Sales Professional to
Troubleshooting guide for sales people Dynamics 365 for Sales Enterprise
Move from Dynamics 365 for Sales Enterprise edition
to Dynamics 365 for Sales Professional
GDPR Requirements
Dynamics 365 for Sales and GDPR
Set up sales territories to organize business markets
by geographical area
1/31/2019 • 3 minutes to read • Edit Online
2. Select the Site map icon , then select ellipsis , and then select Sales Territories.
3. To create a new sales territory, on the command bar, select New.
4. In the sales territory form, fill in your information.
a. Name. Enter the geographical name for the territory such as the name of a city, country/region, or a
state.
b. Manager. Enter the name of the user who is the manager for this territory. This person would typically
assign leads to salespeople.
IMPORTANT
You can’t allocate the same user to multiple territories. If you need to assign a user to a larger area (more than one
existing territory), create a new territory that includes the existing territories, and then assign the user to that new
territory.
c. Description. Enter any details that you’d like to include for this territory, for example, “Sales territory
created for education and training.”
5. When you’re done, on the command bar, select Save.
6. Select the Related tab, and then select Members.
7. On the Members tab, select Add members.
8. In the Lookup Records pane, select the search icon , select a user record, and then select Add.
9. Select Save.
IMPORTANT
You can’t allocate the same user to multiple territories. If you need to assign a user to a larger area (more
than one existing territory), create a new territory that includes the existing territories, and then assign the
user to that new territory.
Description. Enter any details that you’d like to include for this territory, for example, “Sales territory
created for education and training.”
6. When you’re done, on the command bar, choose Save or Save and Close.
7. To assign members to a sales territory, open the territory, and then in the left pane, under Common, choose
Members.
8. On the Users tab, in the Records group, choose Add Members.
9. In the Look Up Records dialog box, select a user, and then choose Add.
TIP
To make your salesperson’s job easier, you can also set a default price list for a territory. More information: Create price lists
and price list items to define pricing of products
See also
Administrator and sales manager guide
Nurture sales from lead to order (Sales)
System Settings dialog box - Sales tab
12/10/2018 • 2 minutes to read • Edit Online
If you are using the Sales Hub App, select the Site map icon , then select ellipsis , then select App
Settings, and then select Product Catalog Settings.
SETTINGS DESCRIPTION
Create products in active state To set the products to active state by default after creation,
click Yes. This option applies only to products that don’t have
a parent product family. To create products in the Draft state,
click No.
Allow selection of default pricelist for opportunity via inbuilt Click Yes if you want the default price list to be selected for an
rule opportunity based on the inbuilt rule (based on the default
price lists defined for territories). Otherwise, click No.
Maximum number of products in a bundle Type the maximum number of products a bundle can have.
Use system pricing calculations Click Yes to use the pricing calculations of Dynamics 365 for
Customer Engagement apps. To use custom pricing by using
a plug-in, click No. When set to No, the default pricing
calculations won’t be done on opportunity, quote, order and
invoice records.
SETTINGS DESCRIPTION
Discount calculation method Select Per unit if you want the pricing engine to calculate the
discount based on the prices per unit instead of a line item.
By default, the calculations are done on a line item-basis. *See
the table below that shows the difference between the two
calculations.
Maximum number of properties that are allowed for a Type the maximum number of properties (specifications) a
product or bundle product or bundle can have. Product properties are added to
a product family record, and all the child products and
bundles under the product family inherit the properties
added to the parent product family. The number specified in
this setting is applied only when you publish a product or a
bundle with the associated properties.
DISCOUNT
METHOD PRODUCT PRICE PER UNIT QUANTITY DISCOUNT AMOUNT
See also
Set up a product catalog: Walkthrough
Create price lists and price list items to define pricing of products
Set up a discount list
Create product bundles to sell multiple items together
Use properties to describe a product
Administrator and Sales Manager Guide
Set up a product catalog (Sales and Sales Hub)
12/10/2018 • 2 minutes to read • Edit Online
Define the measurements or quantities Create a unit group and add units to
your products will be available in. that group
Create products for the items you sell. Create a product family
You can create a standalone product
or a product inside a family depending
on how you want to organize and
classify your products. Each product
you create will be linked to a unit
group and default unit. You can also
create a standalone bundle or a bundle
inside a product family.
Define pricing for your products. Create price lists and price list items to
define pricing of products
Add price list items. A price list item Create a product family
defines the price per unit of a product.
Add each new product to one or more - OR -
price lists as price list items. You can do
this either from the product form or Create price lists and price list items to
the price list form. define pricing of products
NOTE
You can't add properties to an independent product.
7. To add product relationships, select the Related tab, and then select Relationships. More information:
Define related products to increase chances of sales
8. To see all the products that are associated with this product in a bundle, select the Related tab and select
Product Bundles.
9. Select Save.
NOTE
Previewing the properties of product is currently not supported in the Sales Hub app.
NOTE
The Valid From and Valid To fields define how long a product is valid for. There's no business logic associated with
these fields except that the Valid To date must be later than the Valid From date. If required, you can implement
your own business logic in these fields with a workflow, plug-in, or by using the Dynamics 365 Customer
Engagement Web Services. For example, run a scheduled job to automatically retire last season's products using the
date selected in the Valid To field.
6. Select Save.
7. In the Price List Items section, select the Add a Record button , and create a price list item for each unit
the product is available in. More information: Create price lists and price list items to define pricing of
products
8. In the Default price list box, select a default price list. This price list is used for calculations when the
associated price list in the opportunity or order for the product does not contain a price definition of the
product.
NOTE
A price list will be available for selection only when the product you're creating is added to it as a price list item (as
described in Step 7).
9. If you're creating this product under a family, the product will inherit the properties from its parent family.
To change a product's property, in the Product Properties section, open the property by selecting the name,
and selecting Override. More information: Use properties to describe a product
NOTE
You can't add properties to an independent product.
10. In the Product Relationships section, select the Add a Record button , and select a related product.
More information: Define related products to increase chances of sales
11. Select the Save button in the bottom-right corner.
12. After you're done adding all the details, make sure to review everything and ensure it's correct. On the
command bar, select Preview. The Properties Preview dialog box lets you verify how the product
properties will appear to sales agents when they're selling the product or bundle.
After you're done verifying, select Done.
NOTE
The product family that you use for creating a product, bundle, or another product family becomes the parent family. You
can't change the parent family for the child products, bundles, or families. In the preceding example, "Televisions" is the
parent family for "LED TVs" and "Plasma TVs," and you can't change these to have a different parent family.
NOTE
The Valid From and Valid To fields define the duration that a product is valid for. There's no business logic
associated with these fields except that the Valid To date must be later than the Valid From date. If required, you
can implement your own business logic in these fields with a workflow, plug-in, or by using the Dynamics 365
Customer Engagement Web Services. For example, you could run a scheduled job to automatically retire last
season's products using the date selected in the Valid To field.
5. Select Save.
6. In the list of products, families, and bundles, open the family that you just created.
7. On the Product Properties tab, select the Add New Property button, and add the required properties.
More information: Use properties to describe a product
6. Select Save.
7. In the list of products, families, and bundles, open the family that you just created.
8. In the Product Properties section, select the Add Properties button , and add the required properties.
More information: Use properties to describe a product
NOTE
Price lists and price list items are not supported in the apps built on Unified Interface framework. You can't create or add
price list items in the Sales Hub app. To do this, use the Sales app instead.
TIP
To create a new product bundle based on an existing one, on the command bar, select Clone. This opens a new product
bundle record with the same information as the original product bundle record, except for the name and ID.
NOTE
The Valid From and Valid To fields define the duration for which a product is valid. There's no business logic
associated with these fields except that the Valid To date must be later than the Valid From date. If
required, you can implement your own business logic in these fields with a workflow, plug-in or Dynamics
365 Customer Engagement Web Services. For example, run a scheduled job to automatically retire last
season's products using the date selected in the Valid To field.
TIP
After you're done adding all the details, select Preview on the command bar to look through the properties of the
product bundle.
To create a new product bundle based on an existing one, on the command bar, select Clone. This opens a new product
bundle record with the same information as the original product bundle record, except for the name and ID.
NOTE
You can only publish a product or bundle with a parent family if the parent product family is active.
This will change the product status to Active and make it available for selling.
TIP
You can't publish multiple product records at the same time. To publish all child products and families of a parent family at
once, open the family, and choose Publish > Publish Hierarchy. For product records that don't belong to a product family,
publish them individually after creating or editing them to make them available to your sales agents.
Publish a product or bundle (Sales)
1. Make sure that you have one of the following security roles or equivalent permissions: System
Administrator, System Customizer, Sales Manager, Vice President of Sales, Vice President of Marketing, or
CEO -Business Manager.
Check your security role
Follow the steps in View your user profile.
Don’t have the correct permissions? Contact your system administrator.
2. Go to Settings > Product Catalog.
3. In the Product Catalog area, select Families & Products.
4. Open the product, bundle, or family you want to publish, and on the command bar, select Publish.
This will change the product status to Active and make it available for selling.
TIP
You can't publish multiple product records at the same time. To publish all child products and families of a parent family at
once, open the family, and choose Publish > Publish Hierarchy. For product records that don't belong to a product family,
publish them individually after creating or editing them to make them available to your sales agents.
Create a price list and price list items and add default price list for a
territory (Sales Hub)
1. Make sure that you have the Manager, Vice President, CEO -Business Manager, System Administrator, or
System Customizer security role or equivalent permissions.
2. Select the Site map icon , then select ellipses , and then select App Settings.
3. In the Product Catalog area, select Price Lists.
b. In the Price List Item form, fill in the information, and select Save:
Product. Select the product for which you’re creating this price list.
Unit. Select the unit for the product you’re creating this price list for.
Currency. The currency defined for the price list is automatically populated.
Discount List. If you want to offer a discount on the products, select a discount list to the price list
item.
Quantity Selling Option. select whether the product or service can be ordered in whole, partial,
or both types of quantities. This information is used in the Quantity field of Quote Product, Order
Product, and Invoice Product records.
c. In the Price List item form, on the Pricing information tab, fill in the following information, and select
Save & Close:
Pricing Method. select an option that determines how the pricing will be calculated. It could be a
certain amount, or a percentage of the current or standard cost. The available options are as
follows:
Currency Amount. Use this to ignore a product's list price in the product catalog and to
enter a different price manually for this price list.
Percent of List. Use this to calculate a product's price in the price list as a percentage of the
list price of the associated product.
Percent Markup - Current Cost. Use this to add a percent markup on top of the current
cost of the product.
Percent Markup - Standard Cost. Use this to add a percent markup on top of the standard
cost of the product.
Percent Margin - Current Cost. Use this for the price offered in the price list to yield a
percentage margin of the current cost of the product.
Percent Margin - Standard Cost. Use this for the price offered in the price list to yield a
percentage margin of the standard cost of the product.
Amount. If you selected Currency Amount as the pricing method, type the amount at which the
product will be sold.
Percentage. If you selected any value other than Currency Amount as the pricing method, type
the percentage for the pricing method that you want.
Rounding Policy. If you selected a pricing method other than Currency Amount, you can set up a
rounding policy. For example, if you want per unit prices to be in the form of $0.99, you can select a
rounding policy where all prices per unit automatically have a price that ends in 99 cents. To do this,
you select the rounding policy to round the price up, and then set the price to end in a certain
amount, such as 99 cents.
None. Prices are not rounded.
Up. Prices are rounded up to the nearest rounding amount.
Down. Prices are rounded down to the nearest rounding amount.
To Nearest. Prices are rounded to the nearest rounding amount.
Rounding Option. Select Ends in or Multiple of if you want the price to end in a certain amount
or multiples of a certain amount.
Rounding Amount. Enter the amount.
7. You can also associate default price lists for territories so that the sales reps working with accounts on
contacts in certain territories have the price list selected by default.
a. In the price list record, select the Territory Relationship tab.
b. In the Territories section, select Add New Connection.
c. In the New Connection form, enter the following, and select Save & Close:
Name. Select the Lookup button and select a territory.
As this role. Select a connection role that is associated with the territory record type.
NOTE
You must create at least one price list for each of the currencies that your organization does business in.
2. Select the Site map icon , then select ellipses , and then select App Settings.
3. In the Product Catalog area, select Unit Groups.
6. To add units to the unit group, select the Related tab, and then select Units.
7. On the Units tab, you’ll see that the primary unit is already added. Select Add New Unit.
8. In the Quick Create: Unit form, fill in the following, and select Save:
a. Name. Type a meaningful name for the unit. In our example, you would type "box."
b. Quantity. Type the quantity that this unit will contain. For example, if a box contains 2 pieces, you would
type "2."
c. Base Unit. Select a base unit. The base unit will establish the lowest unit of measurement for the unit
you're creating. Using our example, you would select "Piece."
Create a unit group (Sales app)
1. Make sure that you have the Manager, Vice President, CEO -Business Manager, System Administrator, or
System Customizer security role or equivalent permissions.
Check your security role
Follow the steps in View your user profile.
Don’t have the correct permissions? Contact your system administrator.
2. Go to Settings > Product Catalog.
3. Select Unit Groups.
4. To create a new unit group, select New.
-OR -
To edit a unit group, open a unit group from the list.
5. Fill in your information:
Name. Type a meaningful name for the unit group. In our example, you would type "Seeds."
Primary Unit. Type the lowest common unit of measure that the product will be sold in. In our
example, you would type "packet." Other examples could include ounces, hours, or tons, depending
on your product or service.
6. Select OK.
NOTE
You cannot delete the primary unit in a unit group.
2. Select the Site map icon , then select ellipses , and then select App Settings.
3. In the Product Catalog area, select Discount Lists.
6. Select OK.
7. To set volume discounts, in the left pane, under Common, select Discounts, and then on the Discounts
tab, in the Records group, select Add New Discount.
8. Fill in the information:
Here's how:
This discount list will offer a discount of 5% whenever the customer purchases between 3 – 5 boxes.
9. Select Save or Save and Close.
Typical next steps
Create a unit group and add units to that group
Set up a product catalog: Walkthrough
See also
System Settings dialog box - Sales tab
Define related products to increase sales (Sales)
12/10/2018 • 2 minutes to read • Edit Online
On the Relationships tab, you’ll see the list of products if the product has existing related products.
5. Select Add New Product Relationship.
6. In the New Product Relationship form, enter the following details:
Related Product. Select a product that you want to add as a related product to the existing product
record you're working on.
Sales Relation Type. Select whether you want to add the product as an up-sell, cross-sell,
accessory, or substitute product.
Direction. Select whether the relationship between the products will be uni-directional or bi-
directional. When you select Uni-Directional, the product that you select in Related Product will be
shown as a recommendation for the existing product but not vice-versa.
7. Select Save or Save & Close.
NOTE
Currently, product suggestions are not supported in the Sales Hub app.
IMPORTANT
It is important to provision the language packs first. If you import translated values for languages that aren't provisioned in
the organization, they'll be discarded. More information: Install or upgrade Language Packs
1. Make sure that you have the Manager, Vice President, CEO -Business Manager, System Administrator, or
System Customizer security role or equivalent permissions.
Check your security role
Follow the steps in View your user profile.
Don’t have the correct permissions? Contact your system administrator.
2. Go to Settings > Data Management.
3. Select Import Field Translations.
4. In the Field Translation Import Jobs page, on the Action toolbar, select Import Field Translations.
5. In the Import Translated Text dialog box, select Browse, and select the file that you've received from your
translation agency.
6. Select Import.
This starts the import job. You can check the status to see if the import has succeeded or failed.
After you've imported the translated text, users in your organization will see the data in their preferred
language. If a value for the preferred language does not exist, the results will be shown in the user's base
language.
IMPORTANT
You can't set different prices for the different properties you define for a product unless you're using a custom pricing
engine.
4. In the Property form, on the Summary tab, enter the name of the property and set other fields as
required.
NOTE
You can hide a property by setting Hidden to Yes. When you hide a property, you block the child families or
products from inheriting that property.
5. On the Properties tab, select a data type for the property you’re adding.
The following table shows a list of properties that you might want to add for a shirt product family:
6. Select Save.
Repeat the steps to add multiple properties.
NOTE
You can override properties only for products and families that have inherited properties from the parent family.
In the following cases, you'll see the Overwrite option instead of the Override option:
You're trying to change non-inherited properties of a product family that's in the Under Revision
status.
You're trying to change the inherited and already overridden properties of a child product family or
product. If the inherited properties of the child product or family weren't overridden, you'll see the
Override option.
NOTE
Child families can have their own properties in addition to inherited ones.
NOTE
You can hide a property by setting Hidden to Yes. When you hide a property, you block the child families or
products from inheriting that property.
The following table shows a list of properties that you might want to add for a shirt product family:
6. Select the Save button in the bottom right corner, and close the form.
Repeat the steps to add multiple properties.
NOTE
You can override properties only for products and families that have inherited properties from the parent family.
In the following cases, you'll see the Overwrite option instead of the Override option:
You're trying to change non-inherited properties of a product family that's in the Under Revision status.
You're trying to change the inherited and already overridden properties of a child product family or
product. If the inherited properties of the child product or family weren't overridden, you'll see the
Override option.
NOTE
Child families can have their own properties in addition to inherited ones.
Revising a family sets all the products and bundles under it to the Under Revision state.
TIP
If some of the information that you changed doesn't align with the customer or business needs, revert the changes
and continue with the last active version of the product. To do this, select Revert. This changes the status of the
product back to Active.
Revising a family sets all the products and bundles under it to the Under Revision state.
4. Select Confirm.
A new product record will open with the same details as the original one except for the name and ID.
The new record is created under the same parent node as the original one.
IMPORTANT
You can't recover a deleted record.
The hierarchy of the related records is shown in a Tree view and Tile view:
You can take the following actions from the hierarchical view:
In the Tree view, select the Open this record icon to open a record.
Or
In the Tile view, select the record name.
Expand or collapse the items in the Tree view.
In the Tile view, select the down arrow to see the record’s child records of the existing record.
The number before the arrow denotes the number of child records for that record.
Use command bar options to take action on selected records. You can select a record by selecting the check
box in the top-right corner of a tile in the Tile view.
See also
Work with accounts and contacts
Set up products
Editable Products grid on Opportunity, Quote, Order,
and Invoice forms (Sales Hub)
12/10/2018 • 2 minutes to read • Edit Online
Products grid on the Opportunity, Quote, Order, or Invoice forms is now editable, so you don’t have to open
individual product records to make changes to the product.
Currently, the preconfigured Products grid is available only on apps built on the Unified Interface framework and is
optimized to work on the web.
With Dynamics 365 for Customer Engagement apps version 9.0.2, the product editable grid is added out-of-the-
box to the Product Line Items section of the Opportunity form of type Main. For Quote, Order, or Invoice, it is
added to the Products section of the forms of type Main.
If you’re upgrading to Dynamics 365 for Customer Engagement apps version 9.0.2 and you’ve made
customizations to the Product Line Items or Products sections of these forms, your customizations will prevail,
and the product editable grid won’t be added to the forms by default. You must manually enable the product
editable grid, though the product grid configurations for the editable grid already will be defined. If there are no
customizations to these sections, the Products grid will be automatically configured and enabled after the upgrade.
To enable the editable products grid on the Opportunity, Quote, Order, or Invoice form:
1. Go to Settings > Customization.
2. Select Customize the System to open the default solution.
3. Under Components, expand Entities, expand the entity you want, and then select Forms.
4. In the list of forms, open the form of type Main.
5. If you’re enabling the editable product grid in the Opportunity form, select the Action Cards area in the
Product Line items section, and in the Edit group, select Change Properties.
– OR –
If you’re enabling the editable product grid in the Quote, Order, or Invoice form, select the Products area in
the Products section, and in the Edit group, select Change Properties.
6. In the Set Properties dialog box, select the devices on which you want the editable grid to be available by
selecting the corresponding radio button. Currently, the editable grid is optimized to work on the web.
Notice that the properties of the editable grid such as Grid view or Nested grid view are preconfigured by
default.
7. Select OK.
See also
Make grids (lists) editable using the Editable Grid custom control
System Settings dialog box - Goals tab
12/10/2018 • 2 minutes to read • Edit Online
If you are using the Sales Hub App, select the Site map icon , then select ellipsis , then select App
Settings, and then select Goals Settings.
SETTINGS DESCRIPTION
Days after the goal end date when the rollup will stop Default: 30 days. Set the number of days after the ending
date of a goal for Dynamics 365 for Customer Engagement to
stop including a goal in a rollup.
Roll-up recurrence frequency Default: 24 hours. Set the number of hours between each goal
rollup.
See also
Administrator and Sales Manager Guide
Progress Against Goals report
Create or edit a goal (Sales and Sales Hub)
12/10/2018 • 4 minutes to read • Edit Online
NOTE
If you select a parent goal for this goal, you can't select a goal metric. It is automatically populated from the
parent goal.
Goal Owner. Select the user or team responsible for meeting the goal.
5. Select Save.
6. On the Time Period tab, specify whether the goal period is a fiscal period or a custom period.
If Goal Period Type is Fiscal Period, select a fiscal period and fiscal year for which the goal is
tracked.
If Goal Period Type is Custom Period, select a date in the From and To fields to define a custom
period for which the goal is tracked.
NOTE
If this goal has a parent goal, you can't specify the time period for the goal. It is automatically populated from the
parent goal.
7. On the Targets tab, specify a target value against which the results of the goal rollup are measured. The
target type depends on the Amount Data Type selected for the goal metric that you chose for this goal.
You will see one of the following fields:
Target (Decimal). Required. This field is available if the goal Metric Type is Amount and the
Amount Data Type is Decimal.
Target (Money). Required. This field is available if the goal Metric Type is Amount and the
Amount Data Type is Money.
Target (Integer). Required. This field is available if the goal Metric Type is Amount and the
Amount Data Type is Integer or if the goal Metric Type is Count.
8. If the goal metric you are using has Track Stretch Target selected, you will also see one of the following
fields:
Stretched Target (Decimal). Required. This field is available if the goal Metric Type is Amount
and the Amount Data Type is Decimal.
Stretched Target (Money). Required. This field is available if the goal Metric Type is Amount and
the Amount Data Type is Money.
Stretched Target (Integer). Required. This field is available if the goal Metric Type is Amount and
the Amount Data Type is Integer or if the goal Metric Type is Count.
9. To add an existing goal as a child goal of this goal, on the Child Goals tab, select the Add Existing Goal
button.
10. The Actuals tab shows the actual value achieved towards the target as of the last rolled-up date:
Actual (Money). If the goal metric uses Money as the Amount Data Type, this field shows the
total amount of money achieved towards the goal as of the last rolled-up date.
In-progress (Money). If the goal metric uses Money as the Amount Data Type, this field shows
the amount of money achieved towards the goal since the last time the actuals were calculated.
Percentage Achieved. If the goal metric is Decimal or Integer, this field shows the percentage of
the goal that is complete as of the last rolled-up date.
Last Rolled Up Date. This field shows the last date and time that the actuals were recalculated.
11. On the Goal Criteria tab, define the criteria that will be used for rolling up the Actuals data against the
goal.
Roll Up Only From Child Goals. If you want to limit the data used for the roll up to only child
goals, select Yes. To allow other data to be used for the roll ups, select No.
Record Set for Rollup. If you want to limit the records that can be included in the roll up to only
those records owned by the goal owner, select Owned by goal owner. To allow all records to be
included in the roll up data, select All.
12. On the Notes tab, enter any notes for this goal.
13. Select Save or Save & Close.
2. Select the Site map icon , then select ellipsis , and then select Goal Metrics.
NOTE
After you save the goal metric, you will no longer be able to edit this field.
c. Amount Data Type. Required. This option is not available if the you chose is Count as the Metric Type
because Dynamics 365 for Sales automatically sets the data type to integer.
NOTE
After you save the goal metric, you will no longer be able to edit this field.
d. Track Stretch Target. Select this check box if you want this metric to track an additional target beyond
the primary goal.
5. Select Save.
6. Define the rollup fields for this metric to track the target's actual and in-progress values.
a. On the Rollup Fields tab, select Add New Rollup Field.
b. In the New Rollup Field form, under Step 1: Specify the rollup field to track against goals, fill in the
information:
Rollup Field. Select a rollup field where the metric rollup data will be displayed in the goal. You can
display an integer or money, depending on the Metric Type you chose. You can't select a field you already
added to the metric.
c. Under Step 2: Specify the details about the source data that rolls up, fill in the information:
Source Record Type. Required. Select the record type to use as the source of the rollup data for the
metric.
NOTE
A custom record type (entity) that is organization-owned isn't available in the Source Record
Type drop-down list for selection. For more information about entity ownership, see Types of
entities.
Source Record Type State. Required. Select the record state you want to use as the source of the
rollup data for the metric.
Source Record Type Status. Required. Select the status of the records you want to use as the source
of the rollup data for the metric. State and status may be identical, depending on the record type you
selected.
d. Under Step 3: Specify the date field that determines the goal period that the records will roll up
into, fill in the information:
Record Type. Required. Select the entity that contains the date field you want. Typically, you can only
choose the same record type you selected as the Source Record Type.
Date Field. Select a date field. The options available in the list are from the entity you selected in the
Record Type field.
NOTE
After you save the goal metric, you will no longer be able to edit this field.
Amount Data Type. Required. This option is not available if the Metric Type you chose is Count
because Dynamics 365 automatically sets the data type to integer.
NOTE
After you save the goal metric, you will no longer be able to edit this field.
Track Stretch Target. Select this check box if you want this metric to track an additional target
beyond the primary goal.
6. Under Information, select Rollup Fields to create or edit rollup fields as desired.
NOTE
You must first save the goal metric before you can create new rollup fields.
7. Select Save.
8. Under Step 2: Define the rollup fields for this metric to track the target's actual and in-progress values.
a. On the Rollup Fields tab, in the Records group, select Add New Rollup Field.
b. Under Information, select General. The Rollup Field dialog box opens.
c. Under Step 1: Specify the rollup field to track against goals, fill in the information:
Rollup Field. Select a rollup field where the metric rollup data will be displayed in the goal. You
can display an integer or money, depending on the Metric Type you chose. You can't select a field
you already added to the metric.
d. Under Step 2: Specify the details about the source data that rolls up, fill in the information:
Source Record Type. Required. Select the record type to use as the source of the rollup data
for the metric.
NOTE
A custom record type (entity) that is organization-owned isn't available in the Source Record Type
drop-down list for selection. For more information about entity ownership, see Types of entities.
Source Record Type State. Required. Select the record state you want to use as the source of
the rollup data for the metric.
Source Record Type Status. Required. Select the status of the records you want to use as the
source of the rollup data for the metric. State and status may be identical, depending on the
record type you selected.
e. Under Step 3: Specify the date field that determines the goal period that the records will roll
up into, fill in the information:
Record Type. Required. Select the entity that contains the date field you want. Typically, you
can only choose the same record type you selected as the Source Record Type.
Date Field. Select a date field. The options available in the list are from the entity you selected
in the Record Type field.
f. Select Save & Close.
9. Under Information, select Description, and then enter a description for the goal metric to enable other
users to understand what metrics are being tracked.
10. Select Save.
See also
Create or edit a goal
Progress Against Goals report
Define a goal rollup query (Sales & Sales Hub)
12/10/2018 • 2 minutes to read • Edit Online
NOTE
If you change this selection after you add your query criteria in the Query section, your query criteria will be
deleted.
5. In the Query section, add the criteria for your query. The criteria you can add depends on the record type.
6. To see the results for the query, select View Records.
7. Select Save, Save and Close, or, to create a new rollup query, Save and New.
8. To view the data for a goal, on the nav bar, select Sales, and then select Goals.
9. Select the goal you want, and then select More Commands , and then select Recalculate.
The values of the actuals are recalculated. You can see the recalculated values in the Percentage Achieved,
Actual, and In-Progress columns. If you open the goal, under Actuals, you can see the Last Rolled Up
Date.
NOTE
The maximum number of records that can be counted in a goal rollup query is 5000.
See also
Create or edit a goal
Progress Against Goals report
Dynamics 365 for Sales and GDPR
12/10/2018 • 2 minutes to read • Edit Online
To comply with GDPR, we’ve made it possible to edit read-only records in Dynamics 365 for Sales.
The following table shows the states in which the Dynamics 365 for Sales records become read-only.
ENTITY STATE
Quote Active/Closed
Order Fulfilled/Canceled/Submitted/Invoiced
Invoice Paid/Canceled/Closed
In case of orders and invoices, a system administrator can export read-only records, update them, and import back
to Dynamics 365 for Sales. In case of quotes, both, a system administrator and a user, can export read-only records
and import the updated records back into the system.
It is also possible to update the read-only records programmatically with the SDK for Dynamics 365 for Customer
Engagement apps.
Important points
As a system administrator, you can edit any read-only field but changes will not reflect for the locked fields.
If configured, Plugins, Business processes and workflows will run on fields getting updated or becoming
editable.
In case of Dynamics 365 for Customer Engagement apps integration with any third-party system, there is a
chance of GDPR requested changes to be overwritten if correct sequence of updates is not followed. It is
the responsibility of the system administrator of Dynamics 365 for Customer Engagement apps to follow
the correct order.
To know more about GDPR compliance, see Microsoft Dynamics 365 for Customer Engagement and GDPR.
Move from Dynamics 365 for Sales Professional to
Dynamics 365 for Sales Enterprise
3/21/2019 • 2 minutes to read • Edit Online
Dynamics 365 for Sales Professional is targeted at businesses that have simpler sales needs and do not require the
full sales capabilities. However, if at any point you find your requirements growing, you can easily upgrade to
Dynamics 365 for Sales Enterprise.
The upgrade process involves three steps:
1. Purchasing a Dynamics 365 for Sales Enterprise subscription.
2. Assigning Dynamics 365 for Sales Enterprise licenses to the users.
3. Installing the Dynamics 365 for Sales Enterprise edition solution.
4. Deleting the Dynamics 365 for Sales Professional solution.
4. In the Dynamics 365 for Sales Enterprise Edition tile, move your mouse over the Ellipses icon and select
Buy Now, and then follow the steps to purchase new licenses.
Assign licenses to your users
After you’ve purchased the licenses, assign the licenses to users.
1. On the Microsoft 365 admin center, select Users > Active users.
2. Select multiple users, and then select Edit product licenses.
3. Select Replace existing product license assignments, and then select Next.
4. Turn on the license for your Dynamics 365 for Customer Engagement plan.
3. On the Manage your solutions page, select Dynamics 365 for Sales Application, and on the tile, select
Install.
After you complete these steps, your organization will be effectively upgraded to Dynamics 365 for Sales
Enterprise.
Delete the Dynamics 365 for Sales Professional solution
1. Make sure that you have the System Administrator or System Customizer security role or equivalent
permissions.
2. Sign in to Dynamics 365 for Customer Engagement.
3. Select Settings > Solutions.
4. Select the Dynamics 365 for Sales Professional solution and select Delete.
NOTE
When you delete this solution, the Sales Pro app module is deleted, and any configuration specific to
this app module such as its site map and form preferences are also lost.
IMPORTANT
As per contractual agreement, you can't mix and match Enterprise and Professional users on the same instance. If you plan to
keep Professional licenses, make sure you abide by the contractual requirements. More information: Microsoft Dynamics 365
Licensing Guide
Move from Dynamics 365 for Sales Enterprise edition
to Dynamics 365 for Sales Professional
3/21/2019 • 2 minutes to read • Edit Online
Dynamics 365 for Sales Professional is targeted at businesses that have simpler sales needs and do not require the
full sales capabilities. If you ever want to switch from Dynamics 365 for Sales Enterprise to Dynamics 365 for Sales
Professional, do the following:
1. Purchase a Dynamics 365 for Sales Professional subscription.
2. Assign Dynamics 365 for Sales Professional licenses to the users.
3. Install the Dynamics 365 for Sales Professional edition solution.
4. Delete the Dynamics 365 for Sales Enterprise edition solution.
3. Select Replace existing product license assignments, and then select Next.
4. Turn on the license for your Dynamics 365 for Customer Engagement plan.
5. Select Replace, and then select Close twice.
6. Review the license status on the Active users page and make other assignments as needed.
NOTE
When you delete this solution, the Sales Enterprise app module is deleted and any configuration and
customization specific to this app module such as its site map or form preferences are also lost.
IMPORTANT
As per contractual agreement, you can't mix and match Enterprise and Professional users on the same
instance. If you plan to keep Professional licenses, make sure you abide by the contractual requirements. More
information: Microsoft Dynamics 365 Licensing Guide
User Guide (Sales and Sales Hub)
12/10/2018 • 2 minutes to read • Edit Online
Start here to onboard quickly and learn about the different offerings of Sales and their user interface.
NOTE
The apps available to you in the app launcher depend on your subscription.
2. In the Dynamics 365 Home page, select the tile for Dynamics 365 — custom.
This provides access to the full suite of capabilities, including sales and its settings.
-OR -
To open the Sales app (web), select the tile for Sales.
-OR -
To open Sales hub, select the tile for Sales Hub (Unified Interface).
NOTE
Your Dynamics 365 for Sales system might look different because it was customized. This walkthrough guides you through
the basic sales process, but your organization might offer further training for your system.
See Also
Overview of Sales
Create or edit a lead (Sales and Sales Hub)
12/10/2018 • 2 minutes to read • Edit Online
NOTE
On new (unsaved) lead records, the Existing Contact and Existing Account fields allow you to choose any records.
Once you save the lead record, these fields are filtered to show only the records that meet the duplicate detection
rules to avoid duplicates.
4. In the Summary area of the Lead form, enter your lead's company and contact information.
5. In the Timeline section, add any notes or activities (for example, phone calls or tasks) related to this lead.
More information: Keep track of notes, tasks, calls, or email with activities
6. In the Stakeholders section, select the More Commands button , and then select + New Connection
to add a contact as a stakeholder. A stakeholder is a key contact at the account who will be involved in
decision-making.
In the Lookup Records dialog box, enter a name or select the Lookup icon to choose from a list of
suggestions. When you've entered the name you want, select Add. To create a new contact, select + New.
By default, the contact you add is assigned the Stakeholder role. Select the Role corresponding to the
contact to select a different role such as Decision Maker or Technical Buyer.
7. In the Details area of the Lead form, enter information about your lead's industry and preferred contact
method.
8. On the command bar, select Save.
6. In the Stakeholders section, select the Add Connection record button to add a contact as a
stakeholder. A stakeholder is a key contact at the account who will be involved in decision-making.
In the Lookup box, enter a name or select the Lookup icon to choose from a list of suggestions. To create a
new contact, select + New. By default, the contact you add is assigned the Stakeholder role. Select the Role
corresponding to the contact to select a different role such as Decision Maker or Technical Buyer.
7. Select Save in the lower-right corner of the form.
Additional considerations
Nurture your leads through a marketing campaign. Get started with in-app marketing
Research leads through social media channels like LinkedIn and Twitter. Get sales Insights, powered by
InsideView
Increase your marketing and sales effectiveness. Boost sales with Versium Predict (applies to the Sales app
only)
Additional considerations
Increase your marketing and sales effectiveness. Boost sales with Versium Predict
Research leads through social media channels like LinkedIn and Twitter. Qualify leads faster with Insights
Nurture your leads through a marketing campaign. Get started with in-app marketing (applies to the Sales
app only)
NOTE
Your base record and all its line items must use the same currency. For example, if your opportunity has the
currency set to U.S Dollars, you must use the same currency for the price list items that you add to the
opportunity. You can’t change the currency of the base record (in this case, an opportunity), unless you
remove all the list items associated with the record. Similarly, all the records created from an opportunity,
such as a quote, order or invoice must use the same currency as the opportunity.
Purchase Timeframe: The timeframe by when the account or contact is likely to make the
purchase.
Budget Amount: Enter a value to indicate the lead's potential available budget.
Purchase Process: Whether the purchase process involves an individual or a committee.
Est. Close Date: An estimated date by which the opportunity is expected to close.
Est. Revenue: A field calculated for opportunities that have products added to them. Estimated
revenue is calculated based on base price, volume discounts, manual discounts, taxes, and other
pricing modifications. When opportunities are saved, Dynamics 365 for Sales recalculates the
estimated revenue based on any changes to the products or product quantities associated with the
opportunity.
4. Select Save to enable other sections on the form.
5. In the Stakeholders section, select the More Commands button , and then select + New
Connection to add a contact as a stakeholder. A stakeholder is a key contact at the account who will be
involved in decision-making.
In the Lookup Records dialog box, enter a name or select the Lookup icon to choose from a list of
suggestions. When you have entered the name you want, select Add. To create a new contact, select +
New. By default, the contact you add is assigned the Stakeholder role. Select the role corresponding to the
contact to select a different role such as Decision Maker or Technical Buyer.
6. In the Sales Team section, select the More Commands button , and then select + New Connection
to add a member of the sales team (from your organization).
7. In the Competitors section, select Add Existing Competitor to add a competitor who's competing with
your organization for this opportunity.
8. To save your changes, on the command bar, select Save.
9. Add products to your opportunity. More information: Add products to an opportunity
10. Follow the process bar to move the opportunity to the next stage. In the Develop stage, enter data for the
following fields:
Customer Need: Enter what interests the customer, such as specific product requirements.
Proposed Solution: Enter the plan for what your organization can offer the account, such as
product details.
Identify Stakeholders: Select mark complete to indicate that you've included information about
who will be involved in pursuing the opportunity.
Identify Competitors: Select mark complete to indicate that you've included information about
competitors.
11. In the Propose stage, select mark complete to display a check mark next to each of the following steps
that you've completed:
Identify Sales Team
Develop Proposal (This optional step indicates that you've included notes about how the account
will be approached.)
Complete Internal Review
Present Proposal
The next step is to create a quote and send it to your customer. More information: Create a quote and send it to
your customer
TO DO THIS
Edit properties of a product Select a product, and on the command bar, select Edit
Properties.
Delete a product associated with the opportunity Select the product, and on the command bar, select Delete
Opportunity Product.
View products within a bundle Select the icon for the product bundle. You’ll see
Chevron
all the products that are included in the bundle.
See and add related products for cross-selling or upselling, or Select a product, and on the command bar, select
to select an accessory or substitute product Suggestions. The Suggestions pane shows all the products
that are defined as related products for the current product.
Select the related products that you want to add, and then
select OK.
TO DO THIS
See specific records together by moving a record up or down Select a record, and on the command bar, use the Up or
in the grid Down button.
6. In the Stakeholders section, select the Add Connection record button to add a contact as a
stakeholder. A stakeholder is a key contact at the account who will be involved in decision-making.
In the Lookup box, enter a name or select the Lookup icon to choose from a list of suggestions. To create a
new contact, select + New. By default, the contact you add is assigned the Stakeholder role. Select the role
corresponding to the contact to select a different role such as Decision Maker or Technical Buyer.
7. In the Sales Team section, select the Add Connection record button , and then select + New
Connection to add a member of the sales team (from your organization).
8. To add competitors, in the Competitors area, select +.
9. To add products, in the Products area, select +.
10. To add a quote, in the Quotes area, select +. More information: Create or edit a quote
11. Select Save in the lower-right corner of the screen.
Additional considerations
A way that might help you increase your sales is to add all products that your customer might need. You
can add product bundles or product families to make it easier for you to choose products for upsell and
cross-sell.
If other people in your organization are working on this sale, be sure to add them as sales team members.
Nurture your opportunities through a marketing campaign. More information: Get started with in-app
marketing (applies to the Sales app only)
The Pipeline Phase field of the Opportunity entity has been used in sales charts and dashboards to show
the current phase in the sales pipeline for the opportunity. This field is populated by the stage change
information on the business process flow for the Opportunity entity.
Because Dynamics 365 for Sales supports multiple business process flows for the Opportunity entity, the
Pipeline Phase field will be populated with the last stage change information done on any business
process flow on the opportunity record. If you're using multiple business process flows on opportunity,
exercise your discretion while using this field. More information: Business process flows overview
NOTE
Your base record and all its line items must use the same currency. For example, if your quote has the currency set to U.S
Dollars, you must use the same currency for the price list items that you add to the quote. You can’t change the currency of
the base record (in this case, an quote), unless you remove all the line items associated with the record. Similarly, if the
quote is created from an opportunity, it must use the same currency as the opportunity.
NOTE
Your base record and all its line items must use the same currency. For example, if your order has the currency set to U.S
Dollars, you must use the same currency for the price list items that you add to the order. You can’t change the currency of
the base record (in this case, an order), unless you remove all the line items associated with the record. Similarly, if the order
is created from a quote that is generated from an opportunity, it must use the same currency as the opportunity.
Create an order
You can create an order that is based on your communication with a customer instead of an accepted quote.
1. Go to Sales > Orders.
or
In the Sales Hub app, select the site map , and then select Orders.
2. Select New.
3. Add your customer's contact information.
4. To add products from your opportunity to your order, select Get Products at the top of the screen, select
your opportunity, and then select OK.
NOTE
You need to enter the tax amount when you add a product to a quote, order, or invoice. Dynamics 365 for Sales
does not automatically calculate tax for individual products. However, the total tax is calculated automatically based
on the sum of the tax amounts for all of the individual products in a quote, order, or invoice.
NOTE
You close an order by either fulfilling the order or canceling the order. Products or services that are shipped are fulfilled. You
should cancel orders for any products or services that are not shipped.
You can't update or change an order after it has been closed, or if it has been partially or completely fulfilled.
NOTE
Your base record and all its line items must use the same currency. For example, if your invoice has the currency set to U.S
Dollars, you must use the same currency for the price list items that you add to the invoice. You can’t change the currency
of the base record (in this case, an invoice), unless you remove all the line items associated with the record. Similarly, if the
invoice is created from an order that's created from a quote created from an opportunity , it must use the same currency as
the opportunity.
Create an invoice
1. Go to Sales > Invoices.
or
In the Sales Hub app, select the site map , and then select Invoices.
2. Select New.
3. Add your customer's contact information.
4. Select Save in the upper-left corner to create the invoice record.
5. To add products from your opportunity to your order, select Get Products at the top of the screen, select
your opportunity, and then select OK.
6. To add information about a product on the invoice, in the Products area, select Add a Product , and
then select one of the following options:
Existing Product: A product created in the product catalog that is associated with a price list
Write-in Product: A product that is available but not a part of the product catalog
Get Products: Products from a previously created opportunity
You need to enter the tax amount when you add a product to a quote, order, or invoice. Dynamics
365 for Sales doesn't automatically calculate tax for individual products. However, the total tax is
calculated automatically based on the sum of the tax amounts for all of the individual products in a
quote, order, or invoice.
7. In the Shipping Information area, enter shipping details.
8. In the Addresses area, enter shipping and billing addresses.
9. Select Save in the lower-right corner of the screen.
NOTE
You close an invoice either by canceling the invoice or setting the invoice status as paid.
Edit an invoice
1. Go to Sales > Invoices.
2. Select the invoice you want to edit.
3. Add or change any details about your invoice.
4. Select Save in the lower-right corner of the screen.
You can add products or product bundles to a quote, order, or invoice record. The product can be an existing
product in the Dynamics 365 for Sales product catalog, or an ad hoc product that you add as a write-in product.
If you’ve created a quote from an opportunity, the products added to the opportunity are automatically added to
the quote. You can add more products or remove the existing ones.
The process for adding a product to a quote record is the same as adding a product to an order or an invoice. This
topic explains how to add products to a quote record.
1. From the list of quotes, open the quote record you want to add the product to.
2. On the Summary tab, in the Products section, select the More Commands button , and then select
Add New Quote Product.
3. In the Quick Create: Quote Product form, do the following:
a. In the Select Product drop-down list, select whether you want to add an existing product or create a
new one:
To use an existing product, select Lookup to search for and add a product. Also, select a unit of
measurement for the product.
To create a product, select Write-In, and then enter the name of the product.
b. Fill in details in the Pricing section:
Price Overridden. If you’re adding an existing product from the product catalog, select
whether you want to use the default pricing that is listed in the product catalog or override the
price. For a write-in product, this field is set to Override Price.
Price Per Unit. If you’re adding a write-in product, enter the price to be charged per unit for
the product.
Quantity. Enter the quantity of the product or service that will be included.
Manual Discount. If you want to offer a discount to the product price, enter it here.
Tax. If required, enter the appropriate tax amount.
4. Select Save.
The Products grid shows all the products that are associated with the quote. After you add a product, you can
change the unit, price, quantity, and discount of the product inline in the Products grid. For a write-in product, you
can also change the price of the product in addition to the quantity and discount.
Here are the actions you can take on the products in the Products grid:
TO DO THIS
Edit properties of a product Select a product, and on the command bar, select Edit
Properties.
TO DO THIS
Delete a product associated with the quote Select the product, and on the command bar, select Delete
Quote Product.
View products within a bundle Select the icon for the product bundle. You’ll see
Chevron
all the products that are included in the bundle.
See and add related products for cross-selling or upselling, or Select a product, and on the command bar, select
to select an accessory or substitute product Suggestions. The Suggestions pane shows all the products
that are defined as related products for the current product.
Select the related products that you want to add, and then
select OK.
See specific records together by moving a record up or down Select a record, and on the command bar, use the Up or
in the grid Down button.
See also
Create or edit a quote
Create or edit an order
Create or edit an invoice
Reopen a lead (Sales and Sales Hub)
12/10/2018 • 2 minutes to read • Edit Online
2. Select the lead you want to reopen, and then select Reactivate Lead.
See also
Create or edit a lead
What if you're no longer working a lead?
Close an opportunity as won or lost (Sales and Sales
Hub)
12/10/2018 • 2 minutes to read • Edit Online
Sales literature in Dynamics 365 for Sales stores sales-related information such as brochures or detailed
specifications of products. Think of sales literature as a central repository for your organization’s sales information
(in the form of sales attachments) that lets you share information with other users.
You can associate a sales literature to a competitor or a product.
5. In the Sales Attachments section, select the More Commands button , and then select Add New
Sales Attachment.
6. In the New Sales Attachment form, enter a Title and Abstract for the attachment, and then select
Choose File to select a file to be attached.
7. Select Save or Save & Close.
There are two ways to send the sales literature to other users:
Select the Send as Email option in the Sales Literature form.
Select the Add Sales Literature option in Dynamics 365 App for Outlook. More information: Add sales
literature or a knowledge base article when you create an email message
See also
Create or edit a competitor record
Set up a product
User Guide
Organize contacts in live org charts for accounts
1/25/2019 • 3 minutes to read • Edit Online
The live org chart lets salespeople maintain external organization charts for their accounts. Dynamics 365 for Sales
users can build a hierarchy for existing accounts or use it as a starting point for adding contacts to a new account.
The org chart also provides easy access to an embedded LinkedIn Sales Navigator widget, helping to ensure that
contacts are kept up to date.
IMPORTANT
When using the org chart, the hierarchy settings will be auto-enabled if they weren't enabled before. A relationship with
schema name contact_parent_contact will be created with the parent attribute schema name parent_contactid . If you
wish to use a different relationship for the org chart, please contact your admin to create a new hierarchical relationship.
When entering the org chart for a new account with no contacts, a placeholder org chart will be presented. The
contacts are placeholders, representing a manager and direct reports which can be added to the chart.
Add a contact to the org chart
1. Double-click the manager node which is represented with a ‘plus’ icon.
This will open a Lookup Records side panel where you can search for contacts, or quickly create a new one.
The search for contacts will return results for contacts which are currently not associated with another
account to avoid disrupting another hierarchy. All contact searches behave in this manner.
2. To create a new contact, select New and enter the contact details in the quick create form.
3. Select Save.
4. In the Lookup Records side panel, select Add. After the contact is saved, the org chart will show the contact
which is now associated with the account with their full name and their job title.
5. Double-click the the contact to add more contacts to the chart or edit the contact details. A contact can only
have a single manager but may have many direct reports.
See also
Work with accounts and contacts in Customer Engagement apps
User Guide (Sales and Sales Hub)
Administrator and Sales Manager Guide
How to enable hierarchy for contacts
Enforce best practices with playbooks
3/15/2019 • 2 minutes to read • Edit Online
NOTE
The playbook capability is currently available only in the Sales Hub app in Dynamics 365 for Customer Engagement. It is
being released with Dynamics 365 for Sales application version 9.0.1810.4006 or later and the server version 9.1.0.0263 or
later, as part of weekly releases of the product to selected countries or regions. To learn about updating an app solution, see
Install, update, or remove a preferred solution.
See also
Define playbook categories
Manage playbook templates
Associate documents with playbook activities
Launch a playbook to carry out activities consistently
Mark playbook as completed
Track playbook activities
What's new in Dynamics 365 for Sales
Define playbook categories
12/10/2018 • 2 minutes to read • Edit Online
You can create categories to classify playbooks. For example, categories could be contract renewals or decision
maker departures.
1. Make sure you have a Playbook manager role or equivalent permissions.
2. Select the site map icon, select the More options icon, and then select App Settings.
3. Select Playbook categories.
4. On the command bar, select New.
5. Enter the name, and select Save.
See also
Enforce best practices with playbooks
Manage playbook templates
Manage playbook templates
3/22/2019 • 3 minutes to read • Edit Online
2. Select the site map icon, select More options , and then select App Settings.
3. Select Playbook Templates.
4. In the Playbook Template form, provide the following details, and then select Save:
Category. Select the category for which you want to create the playbook template. Think of the
category as an event or an issue that you want to address.
Name. Enter a descriptive name for the template.
Track progress. Select whether to track the progress of the playbook by creating the activities under
a playbook; those activities are in turn linked to the record type that the playbook applies to.
For example, consider a situation where you have a template created for an opportunity. If you set
Track Progress to Yes, all playbook activities are created under the playbook that is launched from
the opportunity record (following the hierarchy Opportunity record > Playbook record > Activities).
If you set Track Progress to No, the playbook activities are created directly under the opportunity
record (following the hierarchy Opportunity record > Activities).
Estimated duration (days). Enter the estimated duration in days to indicate the time it might take
to complete the playbook template once launched.
5. In the Select record types that this playbook applies to section, the Available box lists all the entities
that are enabled for using playbooks. Select and move the record types to which the current playbook
template applies into the Selected box.
The playbook capability is currently enabled only on Lead, Quote, Opportunity, Order, Invoice,
Account, and Contact record types. As a playbook manager, when you create a playbook template, you
can select which entity that playbook applies to.
6. In the Playbook Activities section, select Add Activity, and then select the activity you want to create.
For example, if the playbook is defined for an event in which a decision maker leaves the organization while
working with a sales person, you can create a phone call record to make a call to the new decision maker,
and schedule an appointment.
7. In the Quick create form of the activity, provide the following information, and then select Save:
Subject. Enter a short description of the activity's objective.
Description. Enter additional information to describe the playbook activity.
Relative due date (days). Enter the number of days in which the activity is due. The starting point
for the number of days is the launch date of the playbook. This field is available only for task and
phone-call activities.
Relative due time (hours). Enter the time the activity is due.
Relative start date (days). Enter the number of days in which the activity must start. This date is
relative to when the playbook is launched.
Relative start time. Enter the time of day the activity must start.
Relative end date (days). Enter the number of days by which the activity must end. This date is
relative to when the playbook is launched.
Relative end time. Enter the time of day the activity must end.
Duration. If you’re creating a task or a phone call, select the duration for the task or phone call
activity.
Priority. Select the priority of the activity.
NOTE
After the playbook activity is created, you can associate documents related to the activity so that your sales reps can
refer to these documents while working on the playbook activity. More information: Associate documents with
playbook activity
IMPORTANT
If you want to make changes to a published playbook template, on the command bar, select Revise.
See also
Associate documents with playbook activities
Enforce best practices with playbooks
Define playbook categories
Preview: Associate documents with playbook
activities
3/15/2019 • 2 minutes to read • Edit Online
NOTE
A preview feature is a feature that is not complete, but is made available before it’s officially in a release so customers
can get early access and provide feedback. Preview features aren’t meant for production use and may have limited or
restricted functionality.
Microsoft doesn't provide support for this preview feature. Microsoft Dynamics 365 Technical Support won’t be able
to help you with issues or questions. Preview features aren't meant for production use and are subject to a separate
supplemental terms of use.
This feature is being rolled out in a phased manner and will be available across all regions by March 4, 2019.
Ensure sales reps always have the latest sales and training materials to close a deal by associating documents with
playbook activities that you add to a playbook template. For example, create a playbook template that sales reps
can follow when the decision maker they are working with leaves the organization. While adding activities to this
template, you can also attach documents that help the sales rep bring the new decision maker up to speed.
Prerequisites
So that you can add documents, make sure that document management for the playbook activity entity is enabled.
Document Management must also be enabled for playbook activity and all the entities to which documents must
be copied, that is, task and appointment.More information: Enable SharePoint document management for specific
entities, Set up SharePoint integration.
Add documents
1. In the Playbook activities section of the playbook template, open the playbook activity to which you want
to associate a document.
2. In the activity form, select the Related tab, and then select Documents.
The Documents list opens.
3. Select Upload to add documents that a sales rep might need while working on this playbook activity. The
documents are stored on the configured SharePoint site. For more information about working with
documents, see Manage your SharePoint documents from Dynamics 365 for Customer Engagement apps.
NOTE
The document operations you can perform, such as creating a new document or uploading, checking out, editing, or
deleting a document, depend on the permissions assigned to you.
If a system administrator disables document management on a playbook activity for which it was earlier enabled, and
documents were associated, the documents won’t be available to the associated activities when a playbook is launched
for an entity such as an opportunity or lead.
By default, the playbook activity entity is enabled for customization because that’s a prerequisite for enabling SharePoint
integration. However, we don't support any customizations to this entity.
See also
Manage playbook templates
Enforce best practices with playbooks
Launch a playbook to carry out activities consistently
3/15/2019 • 2 minutes to read • Edit Online
NOTE
The Launch playbook button appears on an entity form only when there’s at least one published playbook template
for that entity. If you do not see this button, talk to your playbook manager.
4. In the Playbook templates dialog box, select a playbook that you want to use, and then select Launch.
You’ll see a notification “Playbook launched successfully.”
NOTE
You can launch only one playbook at a time.
See also
Track playbook activities
Enforce best practices with playbooks
Mark playbook as completed
Mark a playbook as completed
3/15/2019 • 2 minutes to read • Edit Online
NOTE
A system administrator or customizer can add custom values to this field.
See also
Launch a playbook to carry out activities consistently
Track playbook activities
Track playbook activities
3/15/2019 • 2 minutes to read • Edit Online
3. In Playbook Associated View, the playbook launched from the record is listed.
4. Select the playbook.
The playbook record shows all the details about the playbook and its associated activities.
For example, it shows when the playbook was launched, how many total activities it has, how many of the
activities are completed, and the estimated close date. It also shows all the related playbook activities in the
Playbook activities section. After you are done working on these activities, mark them as completed.
To see the activities if the Track progress field of the playbook template is set to No, in the calling record,
see the Timeline section.
Alternately, in the calling record, select the Related tab, and then select Activities.
The Open Activity Associated View lists all the activities for the calling record along with the playbook activities
created since the playbook was launched. However, this view doesn't show the total number of activities that have
been created in the context of a playbook.
NOTE
A preview feature is a feature that is not complete, but is made available before it’s officially in a release so customers
can get early access and provide feedback. Preview features aren’t meant for production use and may have limited or
restricted functionality.
Microsoft doesn't provide support for this preview feature. Microsoft Dynamics 365 Technical Support won’t be able
to help you with issues or questions. Preview features aren't meant for production use and are subject to a separate
supplemental terms of use.
If a sales manager has added sales brochures or training docs to a playbook activity, as a sales rep you can refer to
these docs while you are working on the activity to ensure you can quickly access any details you need.
NOTE
Documents are available only for task and appointment activities associated with a playbook activity.
To view or download a document, in the activity form, select the Related tab, and then select Documents.
The Documents list appears.
To download a document:
In the Documents list, select a row, and then select Download.
To view a document:
In the Documents list, select the document name.
See also
Launch a playbook to carry out activities consistently
Enforce best practices with playbooks
Mark playbook as completed
Analyze customer-interaction data with Embedded
intelligence
3/5/2019 • 3 minutes to read • Edit Online
The assistant combines and analyzes all of the information at its disposal, and then generates a collection of action
cards, which are displayed as your entry point to Dynamics 365 for Sales on mobile devices, and as a carousel or
column display on your web-based dashboards. When working with individual records you’ll see the action cards
that apply directly to that record (all record types are supported, including custom entities). Many different types of
cards are available, each of which provides tailored information, helpful links, and action controls for working with
that information.
The system reminds you of upcoming activities; it evaluates your communications and suggests when it might be
time to reach out to a contact that’s been inactive for a while; it identifies email messages that may be waiting for a
reply from you; it alerts you when an important opportunity is nearing its close date; and much more.
More information: Use relationship assistant to guide customer communications, Action cards reference
When writing a new message, get started quickly by choosing the most effective content template, with
recommendations based on previous open and reply rates.
Create followed email messages, which let you know when a recipient opens the email, clicks a link, opens an
attachment, or sends a reply.
Write your messages when it's convenient for you, but schedule delivery for when they're most likely to be noticed
and read by recipients. The system even checks recipients' time zones to provide advice about when the best
delivery times might be.
Set yourself a reminder for when it’s time to follow up on a message. Your reminder is provided as an action card
displayed by the relationship assistant, so it will be brought to your attention right away. Each card includes links to
help you investigate, act upon, snooze, or dismiss the card.
You can view the status and history of your followed messages anywhere they are shown in Dynamics 365 for
Sales. The current status and most-recent interaction are shown right in the Activities list for any record where
the email is relevant, and you can expand the listing to see the full interaction history.
To protect the privacy preferences of your customers, you can choose to not allow followed messages for
individual contacts by setting a flag on their contact or lead record.
More information: Use email engagement to view message interactions
Find and track relevant messages from your Exchange server with auto
capture
Dynamics 365 for Sales can now analyze your email messages directly in Microsoft Exchange to find all messages
that might be relevant to your work in Sales. The system looks for messages to or from relevant email addresses,
and presents you with the relevant messages right in Sales. With just one click, you can track any of the suggested
messages in Sales, which makes them available to your sales team and also for use by other Embedded
intelligence features.
You can still track messages in Dynamics 365 for Sales in all the ways that you could before, including by using the
Dynamics 365 App for Outlook or tracked folders. All tracked messages in Dynamics 365 for Sales are available to
Embedded intelligence features.
More information: Auto capture of related emails
Privacy notices
For specific privacy information about Embedded intelligence, see Privacy notice.
See also
Configure and enable embedded intelligence
Configure and enable embedded intelligence
1/21/2019 • 6 minutes to read • Edit Online
December 2016 Update for Dynamics 365 (online) with Relationship assistant
Microsoft Exchange Online Email engagement
Auto capture
December 2016 Update for Dynamics 365 (online) with Relationship assistant (not including cards for
Microsoft Exchange (on-premises) Exchange)
Email engagement
December 2016 Service Pack for Dynamics 365 (on- Only Relationship assistant is available, and only its
premises) base cards are supported. More information: Action
cards reference
No features or action cards are available for Exchange,
so your Exchange version isn't important.
IMPORTANT
The features Relationship assistant, Email engagement, and Auto capture are available for Dynamics 365 for Customer
Engagement for Enterprise license only.
IMPORTANT
Sales AI provides features that track behavior and collect information about contacts. Make sure you understand the
related privacy issues that these features raise and enable the features only if you're certain that they don't violate any
privacy policies already in place in your organization. Always take steps to protect the privacy of your contacts.
Sales AI is enabled for your organization and you can configure features such as Relationship assistant, Email
engagement, and Auto capture.
IMPORTANT
By enabling this feature, you consent to share data about your customers' email activity with an external system. Data
imported from external systems into Dynamics 365 for Sales are subject to our privacy statement.
For complete details about each available action card, including details about the configuration settings available
for each of them and other details, see Action cards reference.
Prerequisites
Assign user privileges to give access to the Relationship assistant features. The privileges required to access
embedded intelligence features are automatically enabled for all out-of-the-box security roles, but they're initially
disabled for all custom roles. If you enable any embedded intelligence features, you must check the settings listed
in the following table to help ensure that your users can access those features, and to help ensure that other
features don't stop working because of privilege cascades related to these features.
Action Card Core Records Gives the ability to view and interact
with action cards that are generated by
Relationship assistant. Warning: If
Relationship assistant is enabled, all
users must have a role with read access
for this privilege. Because of cascading,
users without this privilege will lose
access to many Dynamics 365 for Sales
features when Relationship assistant is
enabled.
Action Card User Settings Core Records Gives the ability to view and change
user preferences for action cards that
are generated by Relationship
assistant. Warning: If Relationship
assistant is enabled, all users must
have a role with read access for this
privilege. Because of cascading, users
without this privilege will lose access to
many Dynamics 365 for Sales features
when Relationship assistant is enabled.
3. Configure which cards to use in your organization and fine tune their behavior. Work with these settings
as follows:
Cards are categorized by type, such as Base and Advanced. By default, the advanced cards are not
enabled. To enable the advanced cards, select the check box in the Advancd Cards section.
Enable or disable specific action cards as needed by using the check boxes provided for each card.
Some cards have extra configuration settings that modify their behavior. These settings are provided to
the right of the check box for only the relevant cards.
NOTE
When custom action cards are created in your organization, an option to enable these cards are displayed under
Extended Cards section. More information: Create custom cards in Relationship assistant
NOTE
If you enable Email engagement, we strongly recommend that you also enable Relationship assistant, because Email
engagement relies on some of its features.
IMPORTANT
By enabling this feature, you consent to share data about your customers' email activity with an external system. Data
imported from external systems into Dynamics 365 for Sales are subject to our privacy statement.
Prerequisites
Verify the following prerequisites before enabling Email engagement for your organization:
To use followed email attachments, OneDrive for Business must be available to your Dynamics 365 for
Customer Engagement server. More information: Enable OneDrive for Business
To use followed email attachments, you must also enable document management for email in Dynamics 365
for Customer Engagement. More information: Enable SharePoint document management for specific entities
To enable delivery-time recommendations based on recipients' time zones, you must enable Bing Maps in
Dynamics 365 for Customer Engagement. More information: System Settings dialog box - General tab
How to enable Email engagement
1. Go to Settings > Sales AI.
2. Select Grant Permissions.
NOTE
If the Dynamics 365 for Customer Engagement AI for Sales is installed, this step will be skipped. You don't have to
grant permissions to Email engagement.
NOTE
To enable or disable Email engagement, use the Enable toggle key.
IMPORTANT
By enabling this feature, you consent to share data about your customers' email activity with an external system. Data
imported from external systems into Dynamics 365 for Sales are subject to our privacy statement.
Prerequisites
Verify the following prerequisites before enabling Auto capture for your organization:
You must use Microsoft Exchange Online as your email server.
Users must use the web client for Sales(other front ends aren't supported)].
For each user that requires access to this feature, you must approve their email address to allow queries
against Exchange (requires tenant-level admin privileges). More information: Approve email
To track incoming email messages, you must set up server-side synchronization. More information: Set up
server-side synchronization of email, appointments, contacts, and tasks
How to enable Auto capture
After you accept the privacy statement for embedded intelligence, Auto capture is enabled by default. If it's not
enabled, select the toggle button to enable Auto capture.
NOTE
For more information about Auto capture and how it can help your users, see Auto capture
Privacy notice
For specific privacy information about Embedded intelligence, see Privacy notice.
See also
Guide customer communications
View message interactions
Display emails
Privacy notice
Use relationship assistant to guide customer
communications
12/10/2018 • 4 minutes to read • Edit Online
The figure shows a typical dashboard that includes the relationship assistant carousel. It highlights the following
elements:
1. Action card carousel: The relationship assistant shows pending action cards here. The most important
card is shown on the left, and additional cards may be visible depending on your screen resolution and
which view you are using. As you work, dismissing and snoozing cards, additional cards slide in from the
right. The figure shows a top-level dashboard, so these cards are drawn from all areas of the site;
carousels are also available on individual record views, where the cards are filtered for your specific
context.
2. Action card: This is a single action card.
3. Assistant column button: select the button to view all available action cards in a vertical, scrollable
column. The carousel is hidden when you choose this view.
4. Feedback and customization buttons: These are shown in the upper-right corner of both the carousel
and the column views. Use the button on the left to provide feedback about the assistant to Microsoft.
Use the button on the right to open your relationship assistant preferences, where you can choose which
types of cards you want to see and set options for some of them.
As you drill down into specific records, such as an opportunity or contact, the assistant displays only those cards
that are related to the record you are working with. As on the front-page dashboard, the assistant typically opens
by showing a carousel, and includes an Assistant tab in the center column, which you can open to scroll through
all the available cards for the current record.
Action cards are made up of the following elements, as labeled in the figure:
1. Main content area: Shows the title of the record the card refers to, its summary, the card type, and other
basic information. Click anywhere in this area (except for on the two buttons) to open the related item,
which might be a Customer Engagement record or an email message .
2. Actions area: Provides convenient links that will help you complete whatever type of action the card is
recommending. The number (up to two) and types of links provided here vary by card type. More
information: Action cards reference
3. Snooze button: select the button to hide card temporarily. Snooze time varies by card type. Once the
snooze time expires the card will again be visible.
4. Dismiss button: select the button to dismiss card permanently, regardless of whether you have
completed the action it recommends.
Enable and configure the action cards that are most helpful for you
You can customize the relationship assistant by choosing which types of action cards you'd like to see and, for
some types of cards, by setting configuration options. To configure the relationship assistant:
1. Open the relationship assistant settings by doing one of the following:
Go to any page in Customer Engagement where you can see action cards, and then select the
Customize button in the upper-right corner of the card container.
Select the Settings button on the nav bar, and then choose Options from the drop-down list.
The Set Personal Options dialog opens, with its General tab active. Scroll to the bottom of the
General tab, and then select on Manage personal relationship assistant settings link.
2. The Relationship assistant settings pop-up window opens, showing a list of all the types of action cards
that your administrator has made available on your site.
Work with these settings as follows:
The cards are organized by category, each with its own section on the page. Expand or collapse
each section to show or hide the list of card types for each category.
Select the check box for each type of action card that you'd like to see. Clear the check box for card
types that you don't want to see.
Some types of cards include additional settings, which are shown in to the right of the check box
when available.
If you are not sure what a listed card or its options do, then try hovering your mouse cursor over
the preview button next to the card name see a short description of the card.
For a complete description of all card types, including configuration settings where available, see
Action cards reference
3. Select Save to save your settings and close the window.
Privacy notice
For specific privacy information about Relationship assistant, see Privacy notice.
See also
Configure and enable embedded intelligence
Action cards reference
Action cards reference
12/10/2018 • 16 minutes to read • Edit Online
NOTE
The administrator must enable the relationship assistant before you can try it out. For complete details about prerequisites,
how to enable the feature, and how to set it up, see Configure and enable embedded intelligence.
Base cards
Base cards relate to the core features of Dynamics 365 for Customer Engagement.
Base cards relate to the core features of Dynamics 365 for Customer Engagement such as contacts and
opportunities. These are the only action cards that are available for Dynamics 365 for Customer Engagement
(on-premises). The following are basic features of the cards:
Always available regardless of which email server you are using.
Available for both online and Dynamics 365 for Customer Engagement (on-premises).
Uses Dynamics 365 for Customer Engagement data.
The following are the list of cards that are available under Basic cards:
IMPORTANT
These cards only available if you are using Dynamics 365 for Sales with Microsoft Exchange Online as your email server.
You will need to set up server-side-sync.
The following list of cards are available under Email cards from Exchange:
- Actions
Open the email
NOTE
These cards are only available for Dynamics 365 for Sales.
These cards use Dynamics 365 for Customer Engagement data.
The following list of cards are available under Relationship analytics Cards:
NOTE
These cards are only available for Dynamics 365 for Sales.
These cards are only available if email engagement is enabled. More information: Email engagement
The following list of cards are available under Email engagement Cards:
Productivity cards
Productivity cards provide information that is relevant to your location and upcoming plans, plus additional
information related to those.
NOTE
These cards are only available for Dynamics 365 for Sales.
These cards are only displayed on mobile devices.
These cards are not available for the Microsoft Cloud Germany datacenter.
"Today" cards
"Today" cards capture information that is related to your plans for today.
NOTE
These cards are only available for Dynamics 365 for Sales.
These cards use Dynamics 365 for Customer Engagement data.
Insufficient permissions
If you see an alert about having insufficient permissions to use an action card, take these steps:
1. Go to Settings > Security > Security Roles.
2. Choose the user role viewing the action cards.
3. Choose the Core Records tab.
4. Set the privileges to Read and Write access for Action Card and Action Card User Settings.
Privacy notice
By enabling the Relationship Assistant feature, limited exchange data, which includes a sender's name and email
address as well as excerpts of the email body, are retrieved (but are not stored in Dynamics 365 for Customer
Engagement), for the purpose of showing relevant insights of your email. Further, the Relationship Assistant
feature can be configured to retrieve information with regards to news, financials, and flight information, by
sending out requests to external components such as MSN Money and Bing (which are not considered Microsoft
Dynamics 365 Core Services). An administrator can enable and disable the Relationship Assistant feature by
navigating to Settings > Intelligence Configuration, clicking the Relationship Assistant tab, and then
making the appropriate selection.
The external components involved with Relationship Assistant functionality are detailed in the following sections.
Bing
Relationship Assistant uses Bing to search for relevant news to display to a user by using the account names from
that user’s Dynamics 365 for Customer Engagement data.
MSN Money
Relationship Assistant uses MSN Money to show relevant stock information to a user by using the account ticker
symbol from that user’s Dynamics 365 for Customer Engagement data.
See also
Use relationship assistant to guide customer communications
Use email engagement to view message interactions
1/21/2019 • 20 minutes to read • Edit Online
NOTE
Some aspects of the email engagement feature may be visible in Sales even when the feature is turned off. These include:
The Attachments grid, which is shown when you author an email message or email template, always includes the
Followed column.
The Followed Email grid always shows Opens, Last Opened Time, Attachment Views, Link Clicks, and Replies
columns.
The Email Template grid always shows Reply Rate, Open Rate, Recommended, and Email Count columns.
The out-of-the-box versions of the account, contact, and lead forms all include the Follow Email field.
While the email engagement feature is disabled, these features will still appear but will usually be empty. Read the rest of
this topic for details about what these columns mean and how to use them when the feature is enabled.
IMPORTANT
You should treat all email interaction data as approximations. The system can only register an email-open event if the
recipient also downloads the message's images (including the invisible GIF), so the actual number of opens could be larger
than the number recorded in Dynamics 365 for Sales. Similarly, if images are cached (which is typical for web-based email
clients), then additional opens may not get reported to Dynamics 365 for Sales.
It can therefore be a good idea to include visible images in your followed email messages (such as a company logo or
illustration) to encourage recipients to download the images.
When email engagement is enabled for your site, all of the controls required to create and send an email with
some or all of its features enabled are available on the New Email page, as shown in the following figure. This
page is shown whenever you create an email in Dynamics 365 for Sales.
The following email engagement features are indicated in the figure:
1. Followed (and unfollowed) attachments: This table lists all of the files attached to your email and
indicates the followed status of each of them. Controls for adding, removing, and modifying the
attachments are also provided in this area.
2. Enable/disable following controls: Here you can enable or disable following for the current message.
Additional controls and links are provided here as needed, such as information about recipients that may
be configured not to allow following.
3. Delivery scheduling controls: Here you can view and set the delivery time for your message. Advice for
recommended delivery times can also be shown here, such as information related to the recipient's time
zone.
4. Follow-up reminder controls: Here you can view and set a follow -up reminder, which might display an
alert if the message remains unopened for three days.
5. Insert Template button: Select the button to insert standard text for any of several general purposes
(such as a meeting follow -up). You can select from a variety of available templates, and email engagement
provides advice on which template to choose based on previous performance.
See the remainder of this topic for complete details about how to use these controls.
TIP
The Email page doesn't include any features to help you add a link to your message, but if you are using Internet Explorer
then you can do it by selecting the text you want to add the link to, and then pressing Ctrl-K to open a window where you
can define the link target.
2. Select Insert Template button on the toolbar. When you use a template, you'll usually
choose it right away, immediately after creating the message and before you do anything else.
3. A pop-up window opens, and shows the available and recommended templates.
Indicates that the current email will be followed. All links will
be followed, and followed attachments are enabled (but still
optional). This is the default status for all new email messages
when email engagement is enabled for your site and all of the
recipients allow following. Select the Don't Follow link to
disable following for this message.
NOTE
Within about 15 minutes of the first time a followed message is registered as opened, the system notifies you by creating a
new action card for the relationship assistant. The card provides links to the message, related records, and action buttons to
generate a call activity, snooze the alert, or dismiss it. More information: Relationship assistant
NOTE
To follow attachments, OneDrive for Business must be available to your Dynamics 365 for Customer Engagement server
and Document Management for Email must be enabled. Talk to your administrator if you think these features are missing
from your server. More information: Configure and enable embedded intelligence
Followed attachments can tell you when a recipient opens an attachment. To add one or more followed
attachments:
1. Create a new message as described previously in Create a new message.
2. Make sure that following is enabled for the message as described previously in Enable or disable following
for individual messages. You can't add followed attachments if the message recipients are set to not allow
following, but you can still add unfollowed attachments. You can also mix followed and unfollowed
attachments in any message that is enabled for following.
3. Select Save on the toolbar to save your message. This enables the attachment feature for this message.
4. Select Add Attachment button at the top of Attachment area.
6. Select Choose File button to open a file-browser window, then locate and select the file.
7. Your selected file name is now shown in the Manage Attachment window. Select Attach to upload the
file, which may take several seconds, depending on its size.
8. Select Follow button to enable tracking of the attachment. The button text changes to Do Not Follow,
which indicates that the attachment is now being followed (select again to stop following the attachment).
9. Select Close to close the pop-up window.
10. Your file is now listed in the Attachment area. Note that each attachment listed here indicates its size and
follow status.
NOTE
To remove an attachment or edit its follow status, click its name in this list to open its Manage Attachment
window, and then use the buttons provided.
11. Finish authoring your message, and enable any other email engagement features that you want to use, as
described in the other sections of this topic.
12. When you are ready to send the message, select Send (or select Save if you want to save a draft and finish
it later).
Choose the most effective delivery time
Your email messages may receive more or less attention depending on when they arrive in recipients' inboxes.
For example, many people start their day with a full inbox, so messages that arrive overnight must compete with
one another for attention and may get put off or even forgotten, while emails arriving later in the day may get
noticed and handled right away. Write your email messages when it's convenient for you, but let Dynamics 365
for Sales deliver them when it's best for your recipients.
The system will sometimes suggest a recommended delivery time, which works as follows:
Suggestions are based on the recipient's time zone.
The system assumes a standard workday of 8:00 AM to 5:00 PM, Monday to Friday, and suggests the next
closest working hour if you are currently working outside of this range in the recipient's time zone.
No suggestion is provided if you have more than one recipient or if address information is not available for
that recipient.
Bing Maps must be enabled for your system to enable the time zone calculation.
If no advice is given, or if you prefer to use your own logic, then you can always specify any delivery time you
choose.
You can use this feature both with followed and unfollowed messages.
1. Create a new message as described previously in Create a new message.
2. Finish authoring your message, and enable any other email engagement features that you want to use, as
described in the other sections of this topic.
3. Take a look at the Send Later row in the Email Engagement area. If the system has any information that
suggests a preferred delivery time, it will show some advice here. Even if no message is shown, you can
decide to delay the delivery anyway.
4. To delay the message, select the Send Later link to open the Send Later pop-up window.
If the system recommended a time or date, then that information is pre-filled, otherwise it shows a blank
date and time. In either case, it uses your local time (not the recipients'). Use the Set at controls here to set
your preferred delivery time and date, and then select OK to save your setting and close the window.
5. The Delay Send button now turns green, and links for Change Schedule and Remove Delay are
provided in case you need to change the delay or send right away. You can change the schedule any time
from now until it gets sent.
6. Finish authoring your message, and enable any other email engagement features that you want to use, as
described in the other sections of this topic.
7. When you are ready to send the message, select Send.
To specify a delayed send time for a message:
NOTE
Scheduled messages are listed as such in the Activities list for the Regarding record. Until the scheduled time arrives, you
can still delete or reschedule the message from there. You can also edit the follow-up reminder date or time, but all other
settings are read-only once you select Send.
5. Enter a Title for your reminder. This is the text that you will see when the reminder is triggered, so enter
enough text to ensure that you will know what the reminder is about when the time comes.
6. Use the Condition drop-down list to choose one of the following reminder conditions:
If I do not receive a reply by: Triggers the reminder if no reply has been received by the specified
time and date (only available for followed messages).
If the email is not opened by: Triggers the reminder if the message hasn't been opened by the
specified time and date (only available for followed messages).
Remind me anyway at: Triggers the reminder at the specified time and date, no matter what.
7. Use the Remind by setting to establish the date and time you would like the reminder to be shown,
provided the Condition is met.
8. Select OK to save the reminder.
9. The Set Reminder button now turns blue, and a short summary of your reminder settings is shown (once
the reminder time passes, this text updates to indicate this). The link text next to the button now reads
Change Reminder, and a Remove Reminder link is also added. As the names suggests, you can select
here to edit or remove the reminder.
10. Finish authoring your message and enable any other email engagement features that you want to use, as
described in the other sections of this topic.
11. When you are ready to send the message, select Send.
When the reminder gets triggered, the system notifies you by creating a new action card for the
Relationship Assistant. The card will be given high priority, so you should see it right away. The card
provides links to the message, related records, and action buttons to dismiss or snooze the alert. More
information: Relationship assistant
Followed messages show their current interaction status (such as "scheduled to send", "not yet opened", or "Last
opened yesterday") right on their tile in the Activities list. Use the buttons in the upper-right corner of an email
tile to expand its content and interaction history right in the list, or to open the full message page.
Email KPIs in the emails list
You can view a list of all emails that you (and possibly others) have sent from Dynamics 365 for Sales by doing
the following:
1. Go to Sales > Activities.
2. You now see the list of activities that you chose the last time you were here. To view a list of followed
emails, open the drop-down list at the top of the page, and then choose Email > All Followed Emails (or
some other email view that you find useful).
3. You now see a list of emails of the type you selected. If the list includes followed emails, then you can read
and sort by columns for open, attachment views, link clicks, and reply counts. You can also open the full
details for any message by selecting its Subject in the list.
Message details
Open the details page for a delivered message by selecting its subject in an Activities or Emails list. This brings
you to a read-only view of your complete message, with the Email Engagement section on the right side of the
page that shows the message interaction history and key performance indicators (KPIs).
The KPIs, shown at the top of the time line, show the total opens, attachment views, clicks, and replies that have
been recorded for the message. The time line shows a symbol for each interaction event (newest on top) and
includes a few details about each of them.
Template results and recommendations in the template list
You can see email template results and recommendations for all of the templates defined in your system by doing
the following:
1. Go to Settings > Templates, and then choose Email Templates.
2. You now see the list of templates, which includes columns that show the Reply Rate, Open Rate, andSent
Email Count results for each template (where available), plus their Recommended status.
Set individuals' privacy and preferences
Some types of customers have special privacy or security concerns and may therefore request that you don't use
any email following features when you communicate with them. You can easily disable these features for specific
customers by setting email following options for their contact, lead, or account record. Email following is enabled
by default for all records, so you must explicitly disable it when needed.
To enable or disable following for any contact, account or lead:
1. Open the contact, account, or lead record you want to work with.
2. Under the Contact Preferences heading, find the Follow Email setting.
3. Select the value shown for Follow Email to toggle the setting between Do Not Allow and Allow, as
needed.
4. Select Save to save your setting.
Any time you compose an email that includes one or more recipients that do not allow following, the controls for
enabling the various follow features are shown as disabled on the email authoring page. When following features
are turned off, the message won't include a web beacon (clear GIF ), all files will be attached directly rather than
linked, and no links will redirect through Dynamics 365 for Sales. But you can still schedule delivery, and may still
see template and delivery-time recommendations.
To view the tracking preferences for all of the recipients of a message, select the View Recipients' Preferences
link shown above the body text. A pop-up window opens, showing the name and follow preference for each
recipient. From here you can open any contact, account, or lead record by selecting their name in the list.
Privacy notice
For specific privacy information about Email engagement, see Privacy notice.
See also
Configure and enable embedded intelligence
Auto capture of related emails
1/23/2019 • 5 minutes to read • Edit Online
The figure shows both tracked and auto-captured (not tracked) messages in the Activities column, and highlights
the following:
1. Tracked message: This message is already being tracked, so it is already imported into Sales and is being
shared with your team. It shows a black symbol and does not include any tracking controls or messages.
2. Auto capture messages: These messages were found by the auto capture feature. They have been
identified as possibly being relevant to the current record, but they are still private so only you can see
them. Compared to tracked messages, these messages show a gray symbol and a dotted border, and
include a Track link and a private email label.
3. Track link: Select the link to convert a private message found by auto capture to a tracked message in
Sales.
4. Private email label: Private messages found by auto capture but not yet tracked in Sales include this
label to indicate their status.
Initially, the messages that auto capture finds are private for you, so other members of your sales team will
not be able to see them in Sales. Select the Track link to turn any auto capture message into a tracked
email message, which copies the message into the Sales database and makes it visible to other members
of your team. Auto capture messages that don't include a Track link are already being tracked. It may take
a few minutes for a message to go from untracked to tracked, during which time it will show a Tracking
pending message.
As with other types of email message tiles shown in the Activities list, click the tile to expand or collapse
the message content.
NOTE
Untracked messages do not indicate the send direction (in or out) or if they include an attachment. But once a message is
tracked, both the direction and any attachments are indicated.
Custom entities For account fields, use the email address for the Primary
Contact of the account, plus all Email addresses defined for
the account record itself.
For contact fields, use all Email addresses defined for the
contact record.
2. The Set Personal Options dialog opens. Select the Email tab.
3. Set the Show email not tracked in Dynamics 365 for Customer Engagement in the Activities list
option to Yes or No, as needed.
4. Select OK.
Forward Mailbox No No No
Privacy notice
For specific privacy information about Auto capture, see Privacy notice.
See also
Configure and enable embedded intelligence
Create custom cards in Relationship assistant
12/10/2018 • 2 minutes to read • Edit Online
1. Generics actions: The more options consist of the following actionable buttons:
Snooze button: Hides card temporarily. Snooze time varies by card type. Once the snooze time expires
the card will again be visible.
Dismiss button: Dismisses card permanently, regardless of whether you have completed the action.
2. Actions area: Provides convenient links that will help you complete whatever type of action the card is
recommending. The number (up to two) and types of links provided here vary by card type.
3. Main content area: Shows the title of the record the card refers to, its summary, the card type, and other basic
information. Click anywhere in this area (except for on the two buttons) to open the related item, which might
be a Dynamics 365 for Customer Engagement record or an email message.
As a developer, you can create new card types according to your organizational requirements and make them
available for users.
See also
Sample: Extend Relationship assistant card type (custom card)
Configure and enable embedded intelligence
Relationship assistant
Sample: Extend Relationship assistant card type
(custom card)
12/10/2018 • 5 minutes to read • Edit Online
Prerequisites
Review the prerequisites before you create the custom cards in your organization:
You must have the Package Deployer tool (packagedeployer.exe) to deploy packages. To download the package
deployer, see Download tools from NuGet
NOTE
Ensure that card type ID value is greater than 10000.
<?xml version="1.0" encoding="utf-8" ?>
<entity name="cardtype" displayname="Action Card Type">
<cardname>Extensibility Example</cardname>
<cardtypeid>2183dfc0-3c1c-45b7-a331-1943880c25c6</cardtypeid>
<cardtype>11000</cardtype>
<cardtypeicon>webresources/new_msicon</cardtypeicon>
<softtitle>Extensibility Example</softtitle>
<summarytext>RA Card Extensibility Example</summarytext>
<actions>{"WebClient":{"Actions":{"Open":"Mscrm.HomepageGrid.actioncard.CardCommand"},"Default":
{"Open":"Mscrm.HomepageGrid.actioncard.CardCommand"}}, "Mobile":{"Actions":
{"Open":"Mscrm.HomepageGrid.actioncard.CardCommand"}}}</actions>
</entity>
Command (new_commands8db43275-0291-401d-923a-90a6c373cc18)
The file contains the command for action card.
function CardCommand() {
window.open("https://aka.ms/salesai-raext");
}
When you execute the command, the command is invoked through the RibbonDiff defined in the
customization.xml of the ActionCard entity.
<ImportExportXml xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<Entities>
<Entity>
<Name LocalizedName="ActionCard" OriginalName="ActionCard">ActionCard</Name>
<ObjectTypeCode>9962</ObjectTypeCode>
<RibbonDiffXml>
<CustomActions>
<CustomAction Id="Mscrm.HomepageGrid.actioncard.CardCommand.CustomAction"
Location="Mscrm.HomepageGrid.actioncard.MainTab.Actions.Controls._children" Sequence="12">
<CommandUIDefinition>
<Button Id="Mscrm.HomepageGrid.actioncard.CardCommand" ToolTipTitle="Open"
ToolTipDescription="Open" Command="Mscrm.HomepageGrid.actioncard.CardCommand" Sequence="12" LabelText="Open"
Alt="Open" Image16by16="/WebResources/new_msicon" Image32by32="/WebResources/new_msicon" TemplateAlias="o1"
ModernImage="new_msicon" />
</CommandUIDefinition>
</CustomAction>
<CustomAction Id="Mscrm.SubGrid.actioncard.CardCommand.CustomAction"
Location="Mscrm.SubGrid.actioncard.MainTab.Actions.Controls._children" Sequence="57">
<CommandUIDefinition>
<Button Id="Mscrm.HomepageGrid.actioncard.CardCommand" ToolTipTitle="Open"
ToolTipDescription="Open" Command="Mscrm.HomepageGrid.actioncard.CardCommand" Sequence="29" LabelText="Open"
Alt="Open" Image16by16="/WebResources/new_msicon" Image32by32="/WebResources/new_msicon" TemplateAlias="o1"
ModernImage="new_msicon" />
</CommandUIDefinition>
</CustomAction>
</CustomActions>
<CommandDefinitions>
<CommandDefinition Id="Mscrm.HomepageGrid.actioncard.CardCommand">
<EnableRules >
<EnableRule Id="Mscrm.SelectionCountExactlyOne" />
<EnableRule Id="Mscrm.NotOffline" />
</EnableRules>
<DisplayRules>
</DisplayRules>
<Actions>
<JavaScriptFunction FunctionName="CardCommand" Library="$webresource:new_commands">
<CrmParameter Value="SelectedControl" />
<CrmParameter Value="SelectedControlSelectedItemReferences" />
</JavaScriptFunction>
</Actions>
</CommandDefinition>
</CommandDefinition>
</CommandDefinitions>
<RuleDefinitions>
<TabDisplayRules />
<DisplayRules>
</DisplayRules>
<EnableRules/>
</RuleDefinitions>
</RibbonDiffXml>
</Entity>
</Entities>
<Roles></Roles>
<Workflows></Workflows>
<FieldSecurityProfiles></FieldSecurityProfiles>
<Templates />
<EntityMaps />
<EntityRelationships />
<OrganizationSettings />
<optionsets />
<WebResources>
<WebResource>
<WebResourceId>{6aa7c568-4830-4da6-89f9-18a8fd9c2285}</WebResourceId>
<Name>new_msicon</Name>
<DisplayName>new_msicon</DisplayName>
<WebResourceType>5</WebResourceType>
<IntroducedVersion>1.0</IntroducedVersion>
<IsEnabledForMobileClient>0</IsEnabledForMobileClient>
<IsAvailableForMobileOffline>0</IsAvailableForMobileOffline>
<DependencyXml><Dependencies><Dependency componentType="WebResource"/></Dependencies>
</DependencyXml>
<IsCustomizable>1</IsCustomizable>
<CanBeDeleted>1</CanBeDeleted>
<IsHidden>0</IsHidden>
<FileName>/WebResources/new_msicon6aa7c568-4830-4da6-89f9-18a8fd9c2285</FileName>
</WebResource>
<WebResource>
<WebResourceId>{8db43275-0291-401d-923a-90a6c373cc18}</WebResourceId>
<Name>new_commands</Name>
<DisplayName>new_commands</DisplayName>
<WebResourceType>3</WebResourceType>
<IntroducedVersion>1.0</IntroducedVersion>
<IsEnabledForMobileClient>0</IsEnabledForMobileClient>
<IsAvailableForMobileOffline>0</IsAvailableForMobileOffline>
<DependencyXml><Dependencies><Dependency componentType="WebResource"/></Dependencies>
</DependencyXml>
<IsCustomizable>1</IsCustomizable>
<CanBeDeleted>1</CanBeDeleted>
<IsHidden>0</IsHidden>
<FileName>/WebResources/new_commands8db43275-0291-401d-923a-90a6c373cc18</FileName>
</WebResource>
<WebResource>
<WebResourceId>{9dd7e039-33a1-4778-9972-66536dc5e829}</WebResourceId>
<Name>new_cardtype_schema</Name>
<DisplayName>cardtype_schema</DisplayName>
<WebResourceType>4</WebResourceType>
<IntroducedVersion>1.0</IntroducedVersion>
<IsEnabledForMobileClient>0</IsEnabledForMobileClient>
<IsAvailableForMobileOffline>0</IsAvailableForMobileOffline>
<DependencyXml><Dependencies><Dependency componentType="WebResource"/></Dependencies>
</DependencyXml>
<IsCustomizable>1</IsCustomizable>
<CanBeDeleted>1</CanBeDeleted>
<IsHidden>0</IsHidden>
<FileName>/WebResources/new_cardtype_schemaxml9dd7e039-33a1-4778-9972-66536dc5e829</FileName>
</WebResource>
</WebResources>
<Languages>
<Language>1033</Language>
</Languages>
</ImportExportXml>
Icon (new_msicon6aa7c568-4830-4da6-89f9-18a8fd9c2285)
The file contains the icon that is used for the card.
The build is successful, and you can see that under the <folder>\ExtPkgDeployer\bin\Debug , the PkgFolder and the
ExtPkgDeployer.dll are generated.
Response
{
"@odata.context":"https://[Organization URI]/api/data/v9.0/$metadata#cardtype/$entity",
"@odata.etag":"W/"662120\"",
"boolcardoption":false,
"clientavailability":3,
"ispreviewcard":true,
"cardname":"ExtExample",
"cardtypeid":"2183dfc0-3c1c-45b7-a331-943880c25c6",
"cardtypeicon":"webresources/new_msicon",
"intcardoption":0,
"isenabled":true,
"hassnoozedismiss":true,
"softtitle":"Extensibility Example",
"cardtype":11000,
"isliveonly":false,
"_modifiedby_value":"50673658-c5d6-e811-a98c-000d3a1df431",
"versionnumber":662120,
"isbasecard":false,
"actions":"{\"WebClient\":{\"Actions\":{\"Open\":\"Mscrm.HomepageGrid.actioncard.CardCommand\"},\"Default\":
{\"Open\":\"Mscrm.HomepageGrid.actioncard.CardCommand\"}}, \"Mobile\":{\"Actions\":
{\"Open\":\"Mscrm.HomepageGrid.actioncard.CardCommand\"}}}",
"publishername":"adminsocial",
"modifiedon":"2018-10-26T12:26:14Z",
"summarytext":"RA Card Extensibility Example",
"_transactioncurrencyid_value":null,
"importsequencenumber":null,
"createdon":null,
"overriddencreatedon":null,
"_modifiedonbehalfby_value":null,
"_createdonbehalfby_value":null,
"_createdby_value":null,
"scheduletime":null,
"exchangerate":null,
"grouptype":null,
"stringcardoption":null,
"lastsynctime":null
}
Step 5: Create Action card for the new card type using the Web API
Create an Action Card for the new card type created using the package deployer. Send a POST method request.
Request
POST http://[Organization URI]/api/data/v9.0/actioncards HTTP/1.1
Content-Type: application/json
OData-MaxVersion: 4.0
OData-Version: 4.0
{
"cardtypeid@odata.bind": "/cardtype(2183dfc0-3c1c-45
b7-a331-1943880c25c6)",
"startdate": "2018-10-20T01:01:01Z",
"expirydate": "2018-10-25T01:01:01Z",
"visibility": true,
"priority": 2000,
"description": "This card should be visible between
start and end date mentioned above",
"title" : "Extensibility Example",
"cardtype": 11000,
"ownerid@odata.bind" : "/systemusers({USER_ID})"
}
Response
NOTE
Open the browser console and run the command, sessionStorage.clear(); to clear the session cache.
As administrator
1. Log in to Dynamics 365 for Customer Engagement.
2. Go to Settings > Setup AI.
3. Select Configuration on Relationship assistant section or select Relationship assistant tab.
4. On the Configuration tab, you see an option to enable created custom actions cards in your organization.
See also
Create custom cards in Relationship assistant
Configure and enable embedded intelligence
Relationship assistant
Embedded intelligence privacy notices
12/10/2018 • 2 minutes to read • Edit Online
Your privacy is important to us. For Microsoft Online Services, read the Microsoft Online Services privacy
Statement.
For specific privacy information about Embedded intelligence, refer to the paragraphs below.
By enabling the Relationship Assistant feature, limited exchange data, which includes a sender's name and email
address as well as excerpts of the email body, are retrieved (but are not stored in Dynamics 365 for Customer
Engagement), for the purpose of showing relevant insights of your email. Further, the Relationship Assistant
feature can be configured to retrieve information with regards to news, financials, and flight information, by
sending out requests to external components such as MSN Money and Bing (which are not considered Microsoft
Dynamics 365 Core Services). An administrator can enable and disable the Relationship Assistant feature by
navigating to Settings > Intelligence Configuration, clicking the Relationship Assistant tab, and then
making the appropriate selection.
The external components involved with Relationship Assistant functionality are detailed in the following sections.
Bing
Relationship Assistant uses Bing to search for relevant news to display to a user by using the account names from
that user’s Dynamics 365 for Customer Engagement data.
MSN Money
Relationship Assistant uses MSN Money to show relevant stock information to a user by using the account ticker
symbol from that user’s Dynamics 365 for Customer Engagement data.
By enabling Email Engagement, a Embedded intelligence feature, when an email marked with the Follow setting
is sent from Dynamics 365 for Customer Engagement, information about interactions with the email by
recipients will be collected and stored in Azure for the purposes of computing recipient activity KPIs and
interactions on “followed” emails.
A system administrator enables Email Engagement by provisioning the feature from the Email Engagement tab
within Embedded intelligence. Administrators can subsequently disable Email Engagement in the organization
from the Intelligence Configuration node, under Settings.
When the feature has been disabled, emails sent from Dynamics 365 for Customer Engagement cannot be
followed, either from the user interface or programmatically. Also, recipient interaction data will no longer be
collected on sent emails that were marked with the Follow setting. Any data previously collected will remain in
Azure and will be available again if the feature is re-enabled in the organization. Data is retained for 90 days after
customers terminate their subscription with Microsoft. Dynamics 365 for Customer Engagement users can also
disable the Embedded intelligence - Email Engagement functionality on a per Contact or per Lead basis by
changing the Follow Email setting under Contact Preferences.
Azure components and services that are involved with Email Engagement functionality are detailed below.
Note: For more information about additional Azure service offerings, see the Microsoft Azure Trust Center.
Azure Storage Account
The Email Engagement feature uses Azure Storage Account to temporarily store email interaction blobs.
By enabling the Auto Capture feature, Exchange data is retrieved by Dynamics 365 for Customer Engagement,
but not stored, to show email activity to the signed-in user. Users can explicitly 'track' these emails to copy
Exchange emails into Dynamics 365 for Customer Engagement as an Email Activity, to be shared with the
appropriate users as configured by Dynamics 365 for Customer Engagement permissions.
An administrator enables and disables the Auto Capture feature by navigating to Settings > Intelligence
Configuration, clicking the Auto Capture tab, and then making the appropriate selection. A user can also
disable the Auto Capture feature on the Email tab within Personal Options, by changing Show email not
tracked in Dynamics 365 in the Activities list to No.
See also
Configure and enable embedded intelligence
Guide customer communications
View message interactions
Display emails
Use Sales Hub on the mobile app
12/10/2018 • 2 minutes to read • Edit Online
Basic Navigation
1. When you sign in, you'll see the MyApps page with all your apps listed.
2. Select Sales Hub.
Use the following list of troubleshooting topics to quickly find information to solve your issue.
You can also qualify a lead from the list of leads. Go to Sales > Leads. Select the lead you want to qualify and on
the command bar, select Qualify.
Why am I not able to qualify a lead?
There could be multiple errors you may get while you qualify a lead.
1. Duplicate warning - There might already be a match for this account or contact. If so, please select it
2. To move to the next stage, complete the required steps
3. Active stage is not on 'lead' entity
4. Access denied or Insufficient permissions
The following sections talk about each of these errors and how you can resolve them.
1. Duplicate warning - There might already be a match for this account or contact. If so, please select it.
Reason:
When the lead is qualified to an opportunity, it automatically creates a corresponding account and/or contact and
there may already be a match for this account or contact.
Resolution:
On the Duplicate warning dialog box, select the existing account or contact to avoid creating duplicates. To
create a new record instead, click Continue.
2. To move to the next stage, complete the required steps
Reason:
You have not filled in data in all the business-required fields in the current stage of the process stage.
Resolution:
Fill in data in all the mandatory fields in the current stage, save the record, and then try qualifying the lead again.
3. Active stage is not on 'lead' entity
Reason:
The lead that you are trying to qualify isn’t in the Active state. This may happen when an already-qualified lead
has been reactivated.
Resolution:
1. Open the lead record.
2. On the process stage, select the Set Active button.
4. Access denied or Insufficient permissions
Reason:
You do not have sufficient permissions on the lead record.
Resolution:
Ask your system administrator to grant you the necessary permissions.
If there’s no error, and you are still not able to qualify a lead, please contact the technical support here.
Use the following list of troubleshooting topics to quickly find information to solve your users' issues.
4. On the Custom Entities tab, assign Read access to any custom entity.
5. On the Customizations tab, assign Read access to Attribute Map, Customizations, Entity and Entity
Map.
Scenario: The lead that the user is trying to qualify is in their business unit.
Resolution:
1. Go to Settings > Security Role.
2. Open the security role of the user.
3. Assign Create, Read, Append, and Append To permissions to the user’s Security Role at Business Unit
level on the following entities:
Account
Lead
Contact
Opportunity
See how your campaigns are doing with default marketing reports
Use one of the following reports to assist you in monitoring and analyzing marketing activities:
Campaign Activity Status: Use this report to track a campaign. The report displays a summary for one
campaign.
Campaign Comparison: Use this report to identify your most and least successful campaigns.
Campaign Performance: Use this report to track the progress and status of your campaigns.
NOTE
To look up records in the Owner field, first click Save, or you'll lose your changes.
4. Click Save so you can enter information in other areas of the form.
5. Add any other information that applies to your marketing list in the Notes area.
6. Click Save.
NOTE
If you don't have any campaigns, or if you want to create a new one, you can click + New.
If you don't have any quick campaigns, the Quick Campaign Wizard will start.
See also
Get started with in-app marketing
Create or edit a campaign using in-app marketing
Create a quick campaign using in-app marketing
Add an activity to a campaign using in-app marketing
Add a marketing list, sales literature, or product to a campaign using in-app marketing
Track a marketing campaign response using in-app marketing
Create a quick campaign using in-app marketing
(Sales)
12/10/2018 • 2 minutes to read • Edit Online
If you need to perform more than one activity for your campaign, such as an email blast and a mailing, create a
new campaign instead. More information: Create or edit a campaign using in-app marketing
1. Go to Marketing > Marketing Lists.
2. Open a record, and then in the Quick Campaigns area, click the Add button .
3. In the Quick Campaign Wizard, read the instructions on the Welcome page, and click Next.
4. Specify a name for the quick campaign.
5. Select the type of activity you want to create.
You can also select who you want Dynamics 365 for Sales to assign the activity to and whether Dynamics
365 for Sales should perform the activity automatically for appropriate activities, such as sending email
messages. For example, if you are creating a phone call activity for all the sales representatives, you can
select the phone call activity, and then select The owners of the records that are included in the quick
campaign. Each sales representative can then see the activity and take action on it. However, if you are
creating a large number of email activities that Dynamics 365 for Sales will perform automatically, you can
assign the email activity to yourself instead of the record owners.
6. Add or change information in the text boxes in the activity form, and click Next.
7. Click Create.
NOTE
You can't add records to a quick campaign after you create it.
See also
Get started with in-app marketing
Create a marketing list using in-app marketing
Create or edit a campaign using in-app marketing
Add an activity to a campaign using in-app marketing
Add a marketing list, sales literature, or product to a campaign using in-app marketing
Track a marketing campaign response using in-app marketing
Add a marketing list, sales literature, or product to a
campaign using in-app marketing (Sales)
12/10/2018 • 2 minutes to read • Edit Online
TO ADD DO THIS
A marketing list Click Target Marketing Lists, and then click Add
Existing Marketing List.
Sales literature Click Sales Literature, and then click Add Existing Sales
Literature.
A related campaign Click Related Campaigns, and then click Add Existing
Campaign.
3. Select the type of record you want in the Look Up Records dialog box, in the Look for list.
4. Type the first few letters of the name of the record to narrow your search in the Search box, and then click
the Find button .
5. Select the check boxes for the records that you want to add in the list of records that appears, click Add,
and then click OK.
6. Click Save or Save and Close.
NOTE
To verify that the item you selected was added to the campaign, reopen the campaign. Under Marketing, click
Target Marketing Lists, or under Sales click either Target Products or Sales Literature. The information you
added appears in the list.
See Also
Get started with in-app marketing
Create a marketing list using in-app marketing
Create or edit a campaign using in-app marketing
Create a quick campaign using in-app marketing
Add an activity to a campaign using in-app marketing
Track a marketing campaign response using in-app marketing
Create or edit a campaign using in-app marketing
(Sales)
12/10/2018 • 2 minutes to read • Edit Online
NOTE
1. You can only distribute campaign activities of type "mail merge" to marketing lists that contain the same type of record.
For example, if one marketing list contains accounts and a second marketing list contains leads, the mail merge
campaign activity will fail. Create a separate mail merge campaign activity for each group of marketing lists with the
same record type.
2. When you distribute a campaign activity or run a quick campaign, and if a contact, account, or lead in the target
audience (typically specified in a marketing list) doesn't have data in the Email, Fax, Address, or Primary Phone fields,
respective activities like Email, Phone, Letter, and Fax won't be created for that contact, account or lead.
9. After all the distributed activities are closed, you can close the campaign activity. To close the campaign
activity, open the campaign activity record, and on the command bar, click Close Campaign Activity. Set
an appropriate status for the activity, and click OK.
10. When the activity is completed, update the campaign activity record with the actual costs. Open the
campaign activity and update the Actual Cost field. This can help guide you in planning future campaign
activities.
See Also
Get started with in-app marketing
Create a marketing list using in-app marketing
Create or edit a campaign using in-app marketing
Create a quick campaign using in-app marketing
Add a marketing list, sales literature, or product to a campaign using in-app marketing
Track a marketing campaign response using in-app marketing
Track a marketing campaign response using in-app
marketing (Sales)
3/15/2019 • 2 minutes to read • Edit Online
NOTE
If there are multiple email replies from a customer to an email sent out from a campaign activity, only the
first reply is tracked as a campaign response in the campaign.
See also
System Settings dialog box - Marketing tab
Get started with in-app marketing
Create a marketing list using in-app marketing
Create or edit a campaign using in-app marketing
Create a quick campaign using in-app marketing
Add an activity to a campaign using in-app marketing
Add a marketing list, sales literature, or product to a campaign using in-app marketing
Create or edit a campaign template using in-app marketing
Dynamics 365 AI for Sales
12/10/2018 • 2 minutes to read • Edit Online
Welcome to the Dynamics 365 for Sales Developer Guide. This documentation is for version 9.x.
RecalculatePrice Action
Related resources
User Guide for Dynamics 365 for Sales
Administrator and Sales Manager Guide
RecalculatePrice Action
4/3/2019 • 2 minutes to read • Edit Online
Parameters
NAME TYPE REQUIRED DESCRIPTION
Examples
Server Invocation
Request
Response
Client Invocation