Settings for Microsoft Dynamics


You can manage the following administrative tasks for your Dynamics organisation by going to Settings > Email Accounts from the main menu bar:

  • Manage which Engagement Cloud email accounts are connected and have permission to send emails.

Within each connected account the following are available:

  • Customise the intervals at which automatic synchronisations are carried out between Engagement Cloud and Microsoft Dynamics CRM
  • Control what is updated when a contact is suppressed in the Engagement Cloud account
  • Control how Engagement Cloud programs can be accessed
  • User mapping
  • Manage data labels
  • Create data mappings
  • View and edit suppressions
  • View the email campaign and behavioural data, including sends, clicks, list unsubscribers, web page view and forms

Please note that these administrative tasks can be done only by an email campaign manager

Please note: Data labels in Dynamics are called contact data fields in Engagement Cloud.

Active Email Accounts page

This page displays a list of the active Engagement Cloud email accounts that are connected to the instance.

All email accounts have to be provisioned by Engagement Cloud, the list is unlimited. (It is not possible for customers to add accounts)

Each email account can be linked to multiple email campaigns. However, an email campaign is only ever linked to a single email account.

Creating a new email account, this is no longer possible.

Email Accounts: Information screen

To access this screen, click Settings in the menu bar, then Emails Accounts to display the Email Account screen.

Click on the record you wish to view.

The Account Name can be altered if required, as the description is optional.

The Administration section shows the owner and the internal Connector Key

CRM Field (Global)  shows all of the available fields that can be used for mapping

Display Name, Type, Description, Logical Name and Entity Name are shown.

This section is useful to see if standard fields have been renamed.

The screen has a number of tabs. The main toolbar at the top of the screen contains an Email Settings button which is used to control the timings of automatic synchronisations. The menu can be used to view further information about the email account. Clicking an option in the menu bar refreshes the main body of the screen.

The main toolbar also contains two buttons that allow the setting up of the User mapping for the Engagement Cloud and also a test button for the Engagement Cloud.

Menu Bar Options for the Email Accounts Information screen


Displays the main screen with General, Administration and CRM Fields (Global) tabs.

Marketing Lists

Displays all marketing lists which use the selected email account, you will need to change the view to see the Email Activated Marketing list that interacts with Engagement Cloud

Email Campaigns

Displays all Email Campaigns which have been synchronised to Dynamics and use this email account.

Email Sends 

Displays all group email send batches that have been sent using this email account. If the send was made from Engagement Cloud it will not be displayed.

Email Send Summaries

Displays a list of all targets (contacts/leads/accounts)  that have been mailed from the selected email account.The name of email campaign, date sent and other behaviors are shown

Email Clicks

Displays all email clicks as a list of all targets (contacts/leads/accounts), across any email campaigns which use this email account.

Email Data Labels

This section displays all email data labels (Engagement Cloud contact data fields) that are available in your connected Engagement Cloud account.

Click on a row to display the Email Data Label Information screen.

New data labels can be created from this screen by clicking the New Email Data Label button. when the next synchronisation with Engagement Cloud takes place, your data labels will be created in Engagement Cloud.

You can also create new contacts data fields in Engagement Cloud and the synchronisation process will bring them across to Microsoft® Dynamics CRM and create the Email data labels.

The Synchronise button can be used to perform an immediate synchronisation with Engagement Cloud so that both new CRM fields are checked and Engagement Cloud contact fields

For more information about data labels and how they are created and used, see the Data Labels and Data Mapping section.

Email Data Mappings

This section displays mappings between CRM data fields and Engagement Cloud contact data labels.

During the initial provisioning, default mappings for Contacts and Leads to sync to from Dynamics to Engagement Cloud are made for:

Email   First Name   Full Name Last Name

You can create any other required mappings at any time.

Click on a record to display the Email Data Mapping Information screen.

For more information about data mapping and how they are created and used, see the Data Labels and Data Mapping section.

Email List Unsubscribers

Displays targets who have unsubscribed from a specific marketing list associated with this email account. When the sync setting is enabled the list will be updated with email address, date created and a link to the contact/lead.

Email Suppressions

Displays email addresses that are being suppressed for various reasons such as bounced, global unsubscribe, a complaint to an ISP etc.

Email Message Queue

This functionality is reserved for future use.

Audit History, Email ROI Details, Social Booksmarks, Web Page Views, Form, Form Answers, Form Questions, Form Question Options, Form Responses. Description yet to be released

Toolbar Options for the Email Accounts Information screen

Email Settings

This button is used to control the timings of scheduled synchronisations, checking connection to Engagement Cloud, account and suppression control and how Engagement Cloud program automation can interact.

You must have the Information screen displayed to see this button; it will not appear if are viewing the Data Labels screen for example. The tabs on this screen are:

Synchronisation Settings

This displays a table of synchronisation types and the synchronisation schedule for each.

The Last and Next and windows of Synchronisation time is shown.

The current status of each individual type is shown, (possible status are None, Added to Queue and Synchronising In Progress).

Clicking on a field displays a pop-up window allowing the synchronisation options to be updated. Immediate Synchronisation is also possible.


Email campaigns: Synchronises any new email Campaigns from Engagement Cloud to Dynamics and also behavioural to the existing Email Campaigns in CRM (if the level of synchronisation is set to DETAILED). The data is available in the email campaign's reports and also on the related contacts and leads.

Two-way marketing list sync: Synchronises marketing lists from Dynamics to Engagement Cloud address books, If applicable it will perform a marketing list data in first. Thus updated data in Engagement Cloud (such as preference updates) will be updated to Dynamics, before any data is synced to Engagement Cloud

Address books to Dynamics: Synchronises Engagement Cloud address books to the marketing lists in Dynamics. The frequency of this sync should be "faster" than a two-way marketing list sync to have any successful effect.

Data field labels: Checks for any new contact data fields in Engagement Cloud and creates email data labels.If any email data labels have been created in Dynamics it will create a contact data field in Engagement Cloud.

Suppressions: Email addresses that are present in the account suppression list in Engagement Cloud will update contacts/leads with the same email address. Email address, date and reason are also synced to CRM. For more information on how to administer suppressions, click here.

Unsubscribes: are removed from the marketing list and create a list of suppression records against the contact/lead and marketing list

CRM metadata: Update the defined CRM fields for contacts, leads, and accounts so they are available for mapping.

Forms: Synchronises surveys and forms data from Engagement Cloud to Dynamics.

Web behaviour tracking: Synchronises WebInsight data from Engagement Cloud to Dynamics.

Contact scoring: Synchronises contact scoring data from Engagement Cloud contacts to Dynamics contacts/leads.

Opt-in status to Dynamics: Synchronises contact opt-in types from Engagement Cloud contacts to Dynamics contacts/leads to the data field Opt-in Type. 

Values are: Unknown, Single, Double or VerifiedDouble.

The Save Synchronisation Settings button must be clicked before any changes are set.

Adjust intervals and synchronisation window

Adjustments can be made to the 'Interval' and 'Synchronisation Window' for scheduled syncs. You'll choose from the options in the dropdown in the 'Interval' or 'Synchronisation Window' columns. You'll also be able to select the desired frequency for each setting.



Times that're displayed in the 'Synchronisation Window' column are in UTC.

You can use the combination of the 'Interval' and 'Synchronisation Window' columns to achieve the expected outcome. For example, if you want your CampaignStatistics syncs to run every four hours, but only nightly from Monday to Friday, you can set the 'Interval' for 'CampaignStatistics' as '4 hours' with the 'Synchronisation Window' set to 'Monday to Friday (6 pm-8 am)'. With these settings selected, if you look at when the task will run during the week, you’ll see something similar to the below time table:


Once a day at a specific time

The interval 'Once a day' among the others gives you the option to schedule your syncs to run at a specific time of the day. 


Please note that the 'Specific time' synchronisation window is only available for the interval 'Once a day'. You’ll notice this is in all the other intervals; this option has been grayed out and is not selectable.

To set your syncs to run once a day at a specific time, click on the 'Next Synchronisation' field and select the time of the day you want the sync to run. When finished, click the Save Synchronisation Settings button at the bottom of the page.


Please note, selecting a date in the future will allow you to schedule the sync, which will occur from that day and time moving forward. After the first run, the task will run on the following day at the same specified time.

If you don't specify a time, then select a date and click Save, the script will use the time currently in the 'NextSynchronisation Time' row and will start running at that time the following day.


Synchronization Audit

The Synchronization Audit panel shows all your data syncs occurred in the last 30 days. This includes manual and scheduled data syncs. The search section on the left of the panel allows you to filter your syncs based on the sync start time or sync type, for example, MarketingListsDataOut.

The 'Status' column lets you know the status of your syncs with messages such as:

  • In Progress
  • Completed
  • Failed
  • Completed With Errors

The sync types, MarketingListsDataOut, Forms, and CampaignStatistics, might carry more granular information. When applicable, this is visible by simply clicking on the item name, which will expand the panel and show more granular details. For MarketingListsDataOut, you’ll be able to see the name of the marketing list you are syncing across. Clicking on the marketing list name will take you to the marketing list itself where you can check more details about the list and the sync notes.



Common error messages are:

  • 'ERROR_DATAFIELD_INVALID - Failed to sync dataLabel {0} to Engagement Cloud' - Where {0} will be the data label that failed to sync
  • 'The CrmEmailCampaign was null. Sync aborted.' - The CrmEmailCampaign can be null when the sync fails to add or update the CRM email campaign from the Engagement Cloud email campaign
  • 'EmailSendSummaries, EmailClicks, SocialNetworkBookmarks, RoiDetails, PageViews have failed to sync for this Email Campaign.'
  • 'Marketing List EmailAccount Id does not match CrmEmailAccountId.'
  • 'CrmMarketingList is null. Sync. aborted.' - This can happen as a part of a single send execute, when the target marketing list cannot be retrieved
  • 'Feature is not activated in Engagement Cloud' - Displayed for contact scoring syncs when not activated in Engagement Cloud
  • 'Marketing list sync didn't start as Data Label sync failed'
  • 'ERROR_NON_UNIQUE_DATAFIELD' - Displayed when a failed sync dataLabel {0} to Engagement Cloud occurs)
  • 'No new objects to sync' - Displayed for Campaign statistics, Forms, MarketingListsDataIn and MarketingListsDataOut when there are no SyncAuditDetails
  • 'Internal server error' - Simply a generic error message


Email Service Settings

The information displayed will have been pre-filled during the provisioning by Engagement Cloud. The Test Connection button is used to test connectivity to the Engagement Cloud API.

Use the Save button after any alterations.


This tab allows certain administrative tasks to be undertaken, this includes the disabling the current Email Account from any kind of synchronisation.

Update the Do not Bulk Email

The option to “Update the Do not Bulk Email” is used to control if this default CRM field is updated from Engagement Cloud during Suppression synchronisation (Default is On). Email addresses that are present in the account suppression list in Engagement Cloud will update contacts/leads with the  same email address.

Add to the CRM suppression list

The option to “Add to the CRM suppression list” is used to control if email addresses are added to this internal Dynamics list (Default is On).

When Email addresses are added directly to the CRM suppression list, on synchronization it will create a suppression record in Engagement Cloud.

By default, only open leads and active contacts are synced (open leads and active contacts refers to the entity leads/contact status in MS Dynamics) from CRM to Engagement Cloud. This is to avoid unnecessary data being synced across systems. If your marketing list is set to accept contacts or leads from Engagement Cloud, it is possible for a disqualified lead/active contact to be synced across to your marketing list. This will happen if the email address entered in Engagement Cloud already exists in CRM as an inactive contact or disqualified lead.

However, should you want to sync contacts and leads of other statuses from CRM to Engagement Cloud, you can change this setting from the Administration tab, which can be reached under Workplace > Settings > Email Accounts > Email Settings. From here, click the applicable account, go to Email Settings > Administration, untick 'Sync only open leads and active contacts', then click Save Admin Settings.

Please note that this setting will apply to any marketing lists synced after this setting where set and saved.

If a lead was previously disqualified and part of the marketing list, the simple change of status for that lead won’t be sufficient for the lead to sync across. It would be recommended to create a new marketing list to include these type of leads/contacts and reassure expected behaviour as well as correct data count.

The sync setting will work both ways, from CRM to Engagement Cloud and vice versa.


To give you an example, let’s assume you’d like to sync disqualified leads across your Engagement Cloud account to enrol them to a nurturing program.

You’ll then go to the Administration tab, untick 'Sync only open leads and active contacts', which will allow you to sync disqualified leads across to your Engagement Cloud account, and then click the Save button.

You're now ready to create a new marketing list (either set the 'Membership Actions' to 'Allow known leads or create new leads if no match found' or 'Only allow known leads to be added to this marketing list') with your disqualified leads, which will sync across your Engagement Cloud account. Click here to learn more about the marketing list Membership Action.

In your Engagement Cloud account, if you add a new member to the newly created address book by using the email of the disqualified lead at the next sync, your CRM will see the disqualified lead and add this back into the CRM, specifically to the marketing list. 


This tab controls access and use of the programs that are present in an email account.

The left-hand panel displays all the active and inactive programs, but you can select only active ones. After you've selected an active program, it is displayed in the right-hand panel.

If you want only mapped users to be enrolled in programs,  select Mapped Users Only.

The button     that is available on Contacts and Leads is used to singularly add a contact/lead to an Engagement Cloud program

User Mappings

This button is used to map the Engagement Cloud users to Dynamics users for each connected account. If no users have been mapped and select the Engagement Cloud, this screen will be displayed.

If you have not verified your device, you must follow the verification prompt. 

The initial screen of the connector shows all the Engagement Cloud account users on the left-hand side, the main account user is highlighted.

From the dropdown list, select the Dynamics user to be mapped.

All users that require direct single sign on access to Engagement Cloud from Dynamics require to be mapped.

Engagement Cloud

This option enables any mapped user to directly enter Engagement Cloud from within Dynamics. This then allows the user to create campaigns, automation programs, manage contacts and use all of the Engagement Cloud functionality, without ever having to leave Dynamics CRM.

The first time you try to use the Engagement Cloud, you should be presented with a login screen. Enter your user name and password.

The access provided by this window will be exactly the same as if you had logged in directly.

You may be required to verify your location.

If the following screen is displayed, you will need to contact your CRM manager to resolve the issue.


Data Labels and Data Mapping

One of the many powerful features of the integration between Engagement Cloud and Microsoft Dynamics CRM is the ability to map information between CRM fields and attributes and Engagement Cloud data labels.

This ensures that as information changes within CRM that information is available for use within your Email Campaigns to personalise your message, such as salutation, an accounts manager’s contacts details, etc. and also to drive any dynamics content your message may contain, such as hiding or showing email content based upon gender or a known product preference.

Custom data labels (fields) can be added to address books to capture and/or contain additional information about your contacts. The more useful data you can collect on your contacts, the more you can segment, target and personalise your email campaigns and generate better response rates.

For an Enterprise account you can have up to 394 custom Engagement Cloud data fields.

Email Data Labels screen

To access Email Data Labels, select Settings from the menu bar, and then select Email Accounts. Choose the account you wish to work with and click it. Select Email Data Labels from the menu bar.

Creating a new data label in Dynamics

Step 1: Click on the Add New Email Data Label button on the Email Data Labels screen. A blank Email Data Label Information screen is displayed.

Step 2: Complete the fields on the screen, giving the new data label an appropriate and unique name.

i) ‘Is Private’ - New labels are always created as ‘Private’ in Microsoft® Dynamics CRM – you can change this to ‘Public’ if you wish using Engagement Cloud.

ii) ‘Default value’ - You can enter a default value for the data field in the event that it is not populated as a result of the uploading of your data. For example, if this was a Salutation data label where the First Name would usually be entered you might default the value to “Customer”. If some of your records do not have first names held, “Customer” will then be automatically entered rather than leaving a blank field.

iii) ‘Description/Purpose’ - If you wish, add some notes to the Description/Purpose field to explain the intended usage of the data label.

iv) ‘Email Account’ - The Email Account field will show the email account that you originally navigated from but can be edited.

Step 3: Click Save and Close. The Email Data Labels screen is displayed and the new label appears in the table.

Email Data Labels Information screen

To access the Email Data Labels Information screen, select Settings from the menu bar, and then select Email Accounts.

Choose the account you wish to work with and click it. Select Email Data Labels from the menu bar. Click on a record.

Tabs on the Email Data Labels Information screen

General Tab

This tab displays basic details for the data label. The ‘Is Synchronised’ radio button indicates whether the data label has been synchronised with Engagement Cloud.

Menu Bar Options for the Email Data Labels Information screen


Displays the General tab. See screenshot above.

Data Mappings

Displays the mappings for the selected data label and allows new mappings to be added. Click a record in the table to view the Email Data Mapping Information screen.

To add a new data mapping, click the Add New Email Data Label Mapping button.

Email Data Mapping screen

To access Email Data Mapping, select Settings from the menu bar, and then select Email Accounts. Choose the account you wish to work with and click it. Select Email Data Mappings from the menu bar.

Creating a new mapping

To avoid creating duplicate mappings, you should always create a mapping from a Data Label Information screen rather than the screen displayed above. This allows you to check existing mappings for a specific data label and confirm that the mapping you require is not already in place.

Step 1: From the Email Account Information screen, select Email Data Labels from the menu bar.

Step 2: Select the data label you wish to work with from the table.

Step 3: From the Email Data Label Information screen now displayed, select Data Mappings in the menu bar. The screen will display any existing mappings for the data label.

Step 4: Click on the New Email Data Mapping button. A blank Email Data Mapping Information screen is displayed. The Email Data Label and Email Account fields will have default values already entered.

Step 5: Complete the Mapping Direction.

Step 6: Complete the Mapped Entity field. When this has been selected, the Primary CRM field becomes active. Similarly, when the Primary CRM field is completed the Linked CRM field shall become active if appropriate.

Please note: When using a Linked CRM field, it will remain locked unless the Primary CRM field is a lookup field to the object that is being linked to.

Step 7: Click Save and Close. The Email Data Mappings screen is displayed and the new mapping appears in the table.

Email Data Mappings Information screen

To access Email Data Mapping, select Settings from the menu bar, and then select Email Accounts. Choose the account you wish to work with and double click it. Select Email Data Mappings from the menu bar. Click on a record.

Tabs on the Email Data Mappings Information screen

General Tab

Displays basic details for the data mapping.

Menu Bar Options for the Email Data Mappings screen


This section displays the General tab.

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