Introduction In this blog we will see how to use the Email Engagement functionality from Dynamics 365 Customer Engagement Pre Requisites 1. Dynamics 365 for Sales Implementation Step 1: To enable Email Engagement we can simply, navigate to Settings > AI for Sales > and accept the terms and agreements Once Accepted, we have to grant permissions for Email Engagement Here we must click on Grant Permission and provide consent on behalf of the organization as shown on the screen below Once configured correctly, the below message will be shown Step 2: Now let’s try sending out emails and tracking, when we create on new Email Activity, we get the following details Step 3: Here in this example we will look at how we can track if an email is opened. In “Set a reminder to follow up on this email”, we have set a reminder to remind us at a set time, and we have also added comments as shown below We also have other options in conditions as shown The reminders can also be changed/removed once it has been set Once the record is opened, appropriate cards are shown in the relationship section, as shown below Step 4: Once the reply is tracked in the system, the replies to the emails are also visible in the sent email timeline shown below Step 5: If there are any links, in the Email body, they are tracked, and the Link Clicks are also recorded, as shown Note: The opens and links clicks take some time to reflect in the system. Hope this helped!

Introduction In the previous blog we looked at how we can register Email opens, Link Clicks and View Replies to a mail in D365 Customer Engagement using Email Engagement. In this blog we will see how we can follow emails to use the same feature using Dynamics 365 for Outlook App. Pre-Requisites Dynamics 365 Customer Engagement Dynamics 365 App for Outlook Implementations Step 1: While composing an email in Outlook, before sending the email, we click on the Dynamics 365 App for Outlook sign Step 2: Before following an email, first we must track it. There are two options, we can either Track without setting the Regarding  Or “Set Regarding” on the mail  Step 3: Once tracked, click on the follow option as shown Step 4: In the next tab, click on “Follow this Email” Step 5: After following, a completion message will be shown After this, when the email is sent, the email will be tracked in CRM, along with email engagement details. Hope this helped!