Engagement Cloud for Microsoft Dynamics technical reference


Engagement Cloud for Microsoft Dynamics manages the communication between the Microsoft Dynamics web service and the Engagement Cloud web service. Dynamics and Engagement Cloud gathers data to send emails, retrieve and act on tracking data, and manage unsubscribe requests. All communication happens through standard web protocols, in this case, HTTPS and SOAP.

The integration uses customisation to modify the ISV Configurations, site map and can create new custom entities and extend existing ones.

Engagement Cloud for Dynamics is packaged as a managed solution for quick installation and to provide efficient updates.

To learn more about managed solutions, check out Introduction to solutions.

Technical architecture

Here's what the technical architecture looks like between the customer relationship manager (CRM) and Engagement Cloud:



There are three parts to the integration:

  • Dynamics solution
    This is a managed solution which extends Dynamics functionality by adding new entities, security roles, and sitemap customisations, along with modifications to existing entities. For Microsoft Dynamics 365 users, we include a model-driven app which groups the integration features in one place.
  • Middleware
    Between Dynamics and Engagement Cloud is a piece of middleware which co-ordinates the transfer of data between Dynamics and Engagement Cloud; this is to make sure synchronisation happens when it's scheduled. The middleware communicates with Dynamics using the Common Data Service.
  • Engagement Cloud API
    The middleware uses the API to send and retrieve data from the Engagement Cloud platform. Communication with the API is done over HTTPS and SOAP.


All data is stored and transferred using modern security practices.

To learn more about security practices, check out the Trust Centre.

Integration requirements

The Engagement Cloud Dynamics integration requires specific entities:

  • Contacts
  • Leads
  • Accounts
  • Campaigns
  • Marketing lists.

The Microsoft Dynamics for Sales module includes these entities.

Microsoft Dynamics 365 Customer Engagement

Microsoft Dynamics 365 Customer Engagement (CE) is a leading cloud-based CRM business solution that includes applications, for example, Microsoft Dynamics 365 for Sales. If you have access to contact, lead, account, and marketing list entities, then you can use the Engagement Cloud for Dynamics integration.

Microsoft Dynamics NAV

Although we don’t integrate directly with Microsoft Dynamics NAV, contact us to learn how you can use Engagement Cloud with Microsoft Dynamics NAV.

Engagement Cloud doesn't currently integrate with Microsoft Dynamics 365 Business Central.

Microsoft Dynamics versions and deployments

Integration compatibility

We offer our integration for most versions of Microsoft Dynamics:

  • Microsoft Dynamics 2011
    We are no longer developing new features for this version.
  • Microsoft Dynamics 2013
  • Microsoft Dynamics 2015
  • Microsoft Dynamics 2016
  • Microsoft Dynamics 365 Sales
    We are developing new features only for version 9.0 and up.


If you secure your Microsoft Dynamics with a firewall, you must add the IP addresses from the applicable regions that are listed in the Dynamics CRM connector areas.


In our deploys, we support:

  • Microsoft Dynamics 365
  • Partner-hosted deployment
    You can access partner-hosted Dynamics CRM solutions from the internet and only standard customisation changes are required. The Engagement Cloud for Dynamics connector is provided as a managed solution, which gives you full control of the connector. The connector requires a new user account that has access to the Dynamics CRM Web Services (CRM Service and Metadata Service). On each server that is installed with the partner-hosted Dynamics CRM Server 2011/2013, you must enable anonymous authentication for the 2007 SPLA CrmDiscoveryService.
  • Microsoft Dynamics on-premise version
    If you host your own Dynamics CRM, you can use one of three methods to connect it to the Engagement Cloud for Dynamics connector:

Changes made to Microsoft Dynamics

Some roles and entities are affected when the Engagement Cloud for Dynamics solution is installed:

  • Creation of new security roles.
  • Extension of several existing entities.
  • Creation of new entities.

All changes that are made to Dynamics happens because of the standard customisation ability of Dynamics.

New Security Roles

New roles are created to support access to new functionality:

  • Email Campaign Connector Service (System Use Only)
  • Email Marketing Manager
  • Email Marketing Professional
  • Email Marketing Viewer

To learn more about security roles, check out Security roles.

Extended CRM Entities

There are a few extended CRM entities:

  • Marketing List
    The entity is extended to support synchronisation with the Engagement Cloud platform.
  • Contact
  • Lead
  • Account
  • Campaign

New CRM Entities

All custom entities in the solution are prefixed with Email Service Connector (esc_). A detailed list of customisations is available separately.

CRM entity Description
Crm Field
Contains CRM metadata used by the Email Service Connector.
Email Account
Contains information for each email service account that's used by the Email Service Connector.
Email Campaign
Contains information about the email campaign, including aggregate statistics.
Email Campaign Connector Configuration (esc_emailcampaignconfiguration) Contains configuration information for use by the Email Service Connector.
Email Click
Contains information about each click a contact did, including what, when, and where.
Email Send Summary (esc_emailcampaigncontactsummary) Contains detailed information about the send made to each contact, including individual send statistics for an account, contact, or lead.
Email Data Label (esc_emailcampaigncustomfields) Contains data labels that are used to pass contact-specific information between CRM and Engagement Cloud. For example, first name, last name, gender, or any other related CRM attribute.
Email Data Mapping
Contains attribute mappings between CRM fields and email data labels for each entity type. For example, account, contact, and lead.
Email Preference
Email ROI Detail
Email Send
Email Single Send
Email Subscription Group (esc_emailsubscriptiongroup)  
Email Subscription Group Item (esc_emailsubscriptiongroupitem)  
Email Suppression
Contains the email suppression list that's used by the connector and Engagement Cloud when synchronising.
Form Answer
Form Question
Form Question Option
Form Response
Email List Unsubscriber
Contains details of accounts, contacts, and leads that unsubscribed from a marketing list or an address book.
Email Message Queue
This entity is not available in our solution for Dynamics 365 version from 9.0 and up.
Social Bookmark
Email Account
Contains the details for each Engagement Cloud account, including synchronisation settings.
Marketing Preferences (esc_marketingpreference) Contains marketing preference data at account level.
Marketing Preference Subscription (esc_marketingpreferencesubscription) Contains preference subscription data at record level.


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