Microsoft Dynamics - Quick start configuration guide

This comprehensive guide provides start to finish instructions for users who are attempting to configure and use the connector for the first time after the solution has been installed. It focuses on the most important things you need to know, and do, in order to get going.

This guide doesn't cover advanced features. Full and comprehensive guidance can be found at Engagement Cloud for Microsoft Dynamics CRM.

Contents

Settings
     >> Security Roles 
     >> User Mapping
     >> Email Data Labels & Data Mapping
     >> Scheduled Sync Settings
     >> Synchronisation Audit
Marketing Lists
     >> Creating Marketing Lists
     >> Options
     >> Managing Members
     >> Activate & Synchronisation
Email Campaigns
     >> Synchronising Campaigns
     >> Target Marketing List
     >> Sending
Engagement Timeline
Suppressions

Settings

Security Roles

To get started, you'll want to have your CRM administrator assign the proper Security Roles to users within your organisation that need to access the connectors functionality.  Upon installation of the connector three new Security Roles are created that can be assigned to any user within your organisation.

  • Email Marketing Manager - Enables a user full access to manage and send campaigns from Dynamics.
  • Email Marketing Professional - Enables a user full access to manage email campaigns.
  • Email Marketing Viewer - Enables a user to view email campaigns and related information but cannot change settings or send email campaigns from Dynamics.

These roles are required in addition to the basic Security Roles already assigned to them such as Sales Representative or Marketing Manager.  Security Roles can be assigned to users Settings > Security > Users.

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User Mapping

All Dynamics users that have the appropriate Security Role(s) and are existing users within your Engagement Cloud account should be mapped.  Mapping these users allow them to take advantage of the Automation Studio. Automation Studio gives your team access to Engagement Cloud from the Microsoft Dynamics connector, saving you time when you need to use both platforms at once. Users who attempt to access Automation Studio that are not mapped will receive an error message.

To map users, follow these steps. 

  1. From the navigation bar, go to Settings > Email Accounts

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  2. This loads the Email Account page.  Select the 'Email Account' you want to map users.
  3. Select the User Mapping option, this loads a new window.

    user_mapping.png
  4. Engagement Cloud account users are listed on the left hand side of the page whereas Dynamics users are listed on the right hand side.  Use the drop down menu under the Dynamics User column and map the Dynamics users to the corresponding Engagement Cloud account user.

    user_mapping_select.png

Email Data Labels

From Dynamics you can create email data labels and synchronise them to Contact Data Fields in Engagement Cloud and from Engagement Cloud you can create contact data fields and synchronise them to Email Data Labels in Dynamics.

Email Data Labels (Dynamics) and Contact Data Fields (Engagement Cloud) allow you to synchronise additional information about your contacts and leads to and from Engagement Cloud. The more useful data you can collect on your contacts and leads, the more you can usefully segment, target and personalise your campaigns and in turn generate better response rates.

Creating Data Labels

  1. From the navigation bar, go to Settings > Email Accounts, and click the name of the email account (Engagement Cloud account) that you want to create an Email Data Label for.

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  2. From the navigation bar, click the down arrow next to the name of your email account and click Email Data Labels.

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  3. From the command bar, click ADD NEW EMAIL DATA LABEL

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  4. Complete the required fields, giving your new email data label a unique name and a data type.  When finished, click Save.

    email_data_label3.png

Synchronise Data Labels

By default, email data labels are synchronised automatically once a day, this is the most common setting.  This can be adjusted from the 'Synchronisation Settings' page.  Alternatively, you can manually synchronise these from the 'Email Data Label' page.   Follow the steps below to manually sync data labels.

  1. Access the 'Data Labels' page and click the SYNCHRONISE option from the menu list.

    data_label_sync.png
  2. When an Email Data Label has been successfully synced and is available to be mapped it is shown in the 'Synchronise with Email Service Column'.

Email Data Mapping

Email Data Labels need to be mapped to the corresponding CRM field.  If mapping doesn't occur the data is not synchronised. In addition to mapping the Email Data Label to the correct CRM Field you will need to choose which direction the data should be synchronised.  It can be synchronised one-way from Dynamics to Engagement Cloud,  one-way from Engagement Cloud to Dynamics or two-ways which is bi-directional.

During initial provisioning, default mappings for Contacts and Leads are setup to sync from Dynamics to Engagement Cloud.  These include Email, First Name, Last Name and Full Name.

  1. From the navigation bar, go to Settings > Email Accounts, and click the name of the email account (Engagement Cloud account) that you want to create an email data label for.

    email_accounts.png
  2. From the navigation bar, click the down arrow next to the name of your email account and click Email Data Mappings.

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  3. A list of existing fields that have been mapped are listed.  To edit an existing mapping ticke the box next to the name and choose the 'Edit' option from the menu.  To create a new mapping select the ADD NEW EMAIL DATA MAPPING option from the menu.

    email_mapping_button.png
  4. In the new window select the Email Data Label you want to map.  Use the search icon to locate it.

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  5. Choose the Mapping Direction. It can flow from Engagement Cloud to Dynamics or from Dynamics to Engagement Cloud.

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  6. Choose the entity type by selecting it next to the Mapped Entity option. It can be associated to an Account, Contact or Lead.

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  7. Select the Primary CRM field that the Email Data Label should be linked too. Use the search icon to locate it.

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  8. When finished, click SAVE. This saves the mapping and activates it.

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  9. Repeat the above steps for each Email Data Label, Entity Type and sync direction. For example, if you want Gender to sync both ways for Contacts you will create another mapping of the same Email Data Label and Primary CRM Field but choose the opposite Mapping Direction.

 Scheduled Sync Settings

To wrap up this section you'll want to review and adjust the Synchronisation Settings. The Sychronisation Settings details how frequent the synchronisation runs for each Sychronisation Type, the next scheduled run date and the last time synchronisation has occurred.

  1. From the navigation bar, go to Settings > Email Accounts

    email_accounts.png
  2. Select the 'Email Account' you want to review the synchronisation schedule for.
  3. Click the Email Settings option, this loads a  Synchronisation Settings page in new window.

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  4. Detailed information about the current settings are listed within a table. This includes the Synchronisation Type, Last Synchronised date, Next Synchronisation date, sync Interval, Synchronisation Window and the Current Status.  Definitions of the Synchronisation Type are listed below.

    Dynamics_settings_synchronisation_settings.jpg
    • Email campaigns: Synchronises any new email Campaigns from Engagement Cloud to Dynamics and also behavioural/engagement 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: (Formally MarkeingListDataOut) Synchronises marketing lists in Dynamics to Engagement Cloud address books, creating new contacts. amending and removing contacts if required.  All mapped data fields will be checked.

      If applicable it will first perform a Address books to Dynamics sync. 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: (Formally MarkeingListDataIn) 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.

  5. Adjustments can be made to the Interval and Synchronisation Window. You'll choose the down arrow from the Interval or Synchronisation Window columns and select the desired frequency for each type.

    Dynamics_adjustments.png
  6. You can use a combination of the Interval and Synchronisation Window columns to achieve a desired outcome.  For example, if you want to sync campaign statistics every 4 hours at night and skip weekends, set the 'Interval' for CampaignStatistics to 4 hours and the 'Synchronisation Window' to Monday to Friday (6pm-8am).  The tasks will run similar to the below time table.

    sync_times.png
  7. To schedule a sync than runs once a day at a specific time select the Once a day 'Interval' and then choose the specific time from the 'Synchronisation Window.'  If you don't specify a time,  it uses the time currently in the 'NextSynchronisation Time' row, and starts running at that time the following day.

    Dynamics_sync_time_time.png
  8. When finished making adjustments click the Save Synchronisation Settings  button at the bottom of the page.

Important!

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

Synchronisation Audit

The Synchronisation Audit panel shows all data syncs occurred in the last 30 days. This includes manual and scheduled data syncs.  This is a great way to determine if items are successfully synchronising to Engagement Cloud or not.

  1. From the navigation bar, go to Settings > Email Accounts

    email_accounts.png
  2. Select the 'Email Account' you want to review the synchronisation schedule for.
  3. Click the Email Settings option, this loads Email Settings page in new window.

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  4. From the 'Email Settings' pop up window choose the Synchronisation Audit tab.

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  5. Use the search section on the left of the panel to filter based sync type or start time.
  6. The 'Status' column lets you know the status of your syncs.  Status types include In Process, Completed,  Failed and Completed with Errors.
  7. The sync types, MarketingListsDataOut, Forms, and CampaignStatistics, might carry more granular information. When applicable, this'll be visible by simply clicking on the item name, which will expand the panel and show more details.

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Marketing Lists

Now that your users and configuration settings have been setup you can begin to synchronise contacts and leads to Engagement Cloud through Microsoft Dynamics Marketing Lists.  Marketing Lists is standard Microsoft Dynamics functionality. It's used to drive Email Campaigns.  An Email Campaign can be associated with an existing marketing list or you can create a fresh one for your campaign.

Creating Marketing Lists

  1. From the navigation bar, go to Marketing > Marketing Lists

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  2. This loads the Marketing List page.  By default, your active Marketing Lists are displayed.  To locate existing Marketing Lists use the view and search functions.  To create a new Marketing List, click New.

    new_marketing_list.png
  3. Under the 'General' section provide the Marketing List a Name,  select a Member Type ( Account, Contact or Lead ) and the Type of list. Static have member that are unchanged where Dynamic is based on queries that retrieve the information.  This adds and deletes records based on the most recent results.

    type.png
  4. When finished, click Save. This saves the Marketing List and loads the Marketing List Information page.

Options

  1. Choose a Membership Action. These set the rules for the synchronising of data with Engagement Cloud address books. For all the options, members added to the marketing list will be added to the address book.
    • Ignore New & Existing Address Book Members not in this Marketing List - Adds email addresses to the Engagement Cloud address book and leaves others unchanged.
    • Allow only known Contacts to be added to this Marketing List - Adds contacts from the Engagement Cloud address book to the Marketing List in Dynamics if they are not present during the synchronisation.
    • Remove Address Book members not in this Marketing list – any contacts in the address book that are not in the marketing list will be removed during synchronisation.
    • Allow Known Leads or create new Leads if no match found  – This option is only available if the Marketing List Type is made up of Leads.  Any contacts in the address book that are not in the marketing list will create a Lead in Dynamics during synchronisation
    • Allow Known Contacts or create new Contact if no match found  – This option is only available if the Marketing List Type is made up of Contacts.  Any contacts in the address book that are not in the marketing list will create a Contact in Dynamics during synchronisation
  2. If desired select a Subscription Filter.   These set the rules for any subscription filtering prior to synchronising data.

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  3. To remove the members of your marketing list after your email campaign has been sent, select Yes from the 'Clear List on Send' field. This option allows you to use the same marketing list many times.  By default, 'No' is selected.

    clear_list.png

Synchronisation Options

  1. If you would like to prioritise the marketing list for automatic synchronisation set a Synchronisation Order.  The default processing order is 1000 and given to all lists when they are created. If you wish to give priority to a list, enter a number lower than 1000. The lower the number, the greater priority.

    sync_order.png
  2. Manual Synchronisation Only.  This requires the user to manually synchronise the list and is excluded from automated synchronisation.

Manage Members

  1. From the Marketing List 'Information Page' click Manage Members from the command bar.  This loads a wizard in a pop up.

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  2. Follow the wizard to add, remove or evaluate members.  Four choices are available
    • Add using Lookup - Find members to add to marketing list.
    • Add using Advanced Find - Find members to add based on search criteria.
    • Add using Advanced Find - Find members to add based on search criteria.
    • Evaluate using Advanced Find - Evaluate which members to keep in the marketing list based on search criteria. Update the marketing list.

Activate for Email

Before you can synchronise or use a marketing list with an Email Campaign it must be email enabled.

  1. Access the Marketing List 'Email Marketing' page .  You can access the Marketing List 'Email Marketing' page by selecting the down arrow just above the Marketing List name.

    marketinglist_emailmarketing.png
  2. Click Activate for Email from the gray menu. This toggles the button from 'Activate for Email' to 'Deactivate for Email.'

    activate_for_email.png

Synchronising Marketing Lists

Now that the Marketing List is 'Active for Email' sychronisation of this list can occur.  This creates a corresponding address books in Engagement Cloud. Synchronisation happens automatically which is based on the sychronisation schedule or can be run manually.

To manually synchronize a Marketing List follow the steps below.

  1. Access the 'Marketing List Information' page.  This can be done by selecting the arrow next to Information in the menu bar and select Email Marketing (if not already selected).

    marketing_list_informatoin.png
  2. Click Synchronise from the command bar.

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Marketing List Reports & Statistics

There are multiple reports and historical statistics available to view for every marketing list. Data available ranges from a list of members to all email campaigns sent utilizing the marketing list.  This and more detailed information about Marketing Lists can be found in the the Microsoft Dynamics - Marketing List article.

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Email Campaigns

Now that you are familiar with building Marketing Lists you can synchronise and send Email Campaigns from Dynamics.  Email campaigns are built in Engagement Cloud first then synchronised back to Dynamics.  Synchronisation can be done manually or automatically based on the synchronisation schedule.

Synchronising Email Campaigns

  1. Create an email campaign in your Engagement Cloud account. You can use the Automation Studio to open Engagement Cloud without exiting your Dynamics account.
  2. From the navigation bar, go to Marketing > Email Campaigns

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  3. Click the SYNCHRONISE button in command bar to manually synchronise your email campaigns

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  4. After the synchronisation has finished, you should see the name of your email campaign in the list. Click the name to access the campaign information page.

Target Marketing List

Before you can send your email campaign, you need to create an email-activated marketing list and synchronise that list to Engagement Cloud.  After you've created your marketing list, do the following:

  1. On the email campaign information page, click the down arrow next to the name of your email campaign in the navigation bar
  2. Under 'Marketing', click Target Marketing Lists
  3. Click the ADD EXISTING MARKETING LIST button in the command bar and select the marketing lists that you want to send the email campaign to
  4. From the navigation bar, click the name of your email campaign to return to the campaign information page

Sending

  1. From the campaign information page, click the SEND EMAIL CAMPAIGN button and then click Next.

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  2. Select your targeted marketing lists and click Next.

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  3. The 'Email Campaign Targets Counts' page is displayed. This page displays the total amount of targets that you can send emails to. If any targets were excluded from the total amount, the lower part of the page displays a pie chart, illustrating the reasons for the exclusion.  Click Next to continue.

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  4. The 'Email Campaign Options' page is displayed. From this page, you are able to choose whether to send your campaign immediately or schedule the send for a predetermined date and time in the future.  Once again click Next to continue.

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  5. The final screen is the The 'Email Campaign Wizard Summary' page.  It allows you to double check the details of the campaign before sending.   If all is correct click Send Campaign.

Campaign Reporting

After the campaign is sent the connector synchronises various campaign statistics from Engagement Cloud.  Campaign reporting and more detailed information about Email Campaigns can be found on the the Microsoft Dynamics - Email campaigns article.

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Engagement Timeline

The Engagement Timeline is a graphical representation of interactions taken by contacts and leads. This gives your team an overview of how engaged and responsive they are when reviewing the record directly within Microsoft Dynamics.  It includes emails sent,  emails opened, emails clicked, page visits, ROI and form responses.

For a contact records the Engagement Timeline can be viewed by clicking the three dots on the toolbar and choosing the Engagement Timeline option.

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For leads the Engagement Timeline can be viewed by selecting the Engagement Timeline option from the toolbar.

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More detailed information on using the Engagement Timeline can be found in the Microsoft Dynamics - Engagement Timeline article.

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Suppressions

When Email addresses are added directly to the Microsoft Dynamics suppression list it creates a suppression record in Engagement Cloud.

When contacts become suppressed (eg. unsubscribe) in Engagement Cloud they are synchronised back to Microsoft Dynamics and are added to the Email Suppression list.  In addition the contacts also have their 'Bulk Email' contact preference updated to 'Do Not Allow'.

When sending Email Campaigns to contacts who match this criteria they are automatically removed from the Target Marketing List.

Email Suppression List

  1. To review the native Email Suppression list choose Settings in the menu bar, then Email Accounts.

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  2. Choose the Email Suppressions option.

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Bulk Email Contact Preference

  1. To view a contact's 'Bulk Email' status, locate the contact record and access the contact's summary page.
  2. 'Bulk Email' can be found under the Details section within the Contact Preference box.

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Multiple Accounts Connected?

If there are multiple Engagement Cloud accounts connected to a single Dynamics Org the suppression are updated in each Engagement Cloud account. This feature can be disabled by accessing Email Accounts Information page. Instructions on adjusting these settings is found in the Microsoft Dynamics - Settings article.

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