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Contents

Dynamics 365 for Sales


Overview
What's new
Administrator & Sales Manager Guide
Sales and product catalog management
Set up sales territories
Sales settings
Set up product catalog
Create a product
Create a product family
Create product bundles
Publish a product or bundle
Create price lists
Create unit group
Set up discount list
Define related products
Translate product names
Use properties to describe a product
Revise a product
Clone a product
Retire a product
Delete family, product or bundle
See relationships in a hierarchical view
Add editable products grid on forms
Goal management
Goal settings
Create a goal
Create a goal metric
Create a rollup query
Dynamics 365 for Sales & GDPR
Upgrade from Dynamics 365 for Sales Professional
Move from Dynamics 365 for Sales Enterprise to Professional
User Guide
Learn the basics
Nurture sales from lead to order
Manage your leads
Qualify and convert leads
Manage your opportunities
Build quotes
Generate orders
Generate invoices
Add products to quote, order, or invoice
Reopen a lead
Close an opportunity
Track competitors
Manage sales literature
Manage org charts for accounts
Enforce best practices with playbooks
Playbook manager guide
Define playbook categories
Manage playbook templates
Associate documents with playbook activities
Playbook user guide
Launch a playbook to carry out activities consistently
Mark playbook as completed
Track playbook activities
Embedded intelligence
Administrator guide
User guide
Guide customer communications with relationship assistant
Stay updated with Action cards
View message interactions with email engagement
Display related emails with auto capture
Create custom cards in Relationship assistant
Sample: Extend Relationship assistant card type (custom card)
Privacy notice
Mobile guide for Sales Hub
Troubleshooting
Troubleshooting guide for sales people
Troubleshooting guide for administrators
Get started with 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
Dynamics 365 AI for Sales
Developer Guide
RecalculatePrice Action
Sales Help & Training
12/10/2018 • 2 minutes to read • Edit Online

Get started Administer the system


Dynamics 365 for Sales Overview Set up the product catalog
Learn the basics Define Sales settings
Use Sales Hub on Dynamics 365 for phones and tablets Define Goals settings
Embedded intelligence Overview Create goals to track progress
Set up sales territories to organize business markets
Administer Embedded intelligence

Increase sales Analyze customer-interaction data


Nurture sales from lead to cash Use relationship assistant to guide customer
Create or edit a lead communications
Convert a lead to an opportunity View message interactions with email engagement
Create or edit an opportunity Display related emails with auto capture
Create or edit a quote
Create or edit an order
Create or edit an invoice

AI for Sales Develop


Dynamics 365 AI for Sales Create custom cards in Relationship assistant
Sample: Extend Relationship assistant card type (custom
card)

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

Applies to Dynamics 365 for Customer Engagement apps version 9.x


Welcome to Dynamics 365 for Sales!
Dynamics 365 for Sales enables sales people to build strong relationships with their customers, take actions based
on insights, and close sales faster. Use Dynamics 365 for Sales to keep track of your accounts and contacts, nurture
your sales from lead to order, create sales collateral, create marketing lists and campaigns, and even follow service
cases associated with specific accounts or opportunities. The following image shows the menu for the Sales
module in Dynamics 365 for Customer Engagement.

Available anywhere, on any device


Here are the flavors Dynamics 365 for Sales is available in:
The Sales module in Dynamics 365 for Customer Engagement is the full-featured, desktop-optimized
module for sales scenarios.
The Sales Pro app is similar to the Sales module, but the entities included in the Sales Pro app are a subset
of the entities included in the Sales module in Dynamics 365 for Customer Engagement.
The Sales Hub app is built on the Unified Interface framework. The Unified Interface framework uses
responsive web design principles to provide an optimal viewing and interaction experience for any screen
size, device, or orientation. With Dynamics 365 for Customer Engagement apps version 9.0.2, the Sales Hub
app is optimized to work on mobile devices as well as desktops.

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

Sales & product catalog setup Goal management


Set up sales territories to organize business markets Goals settings
Set up a product catalog Create or edit a goal
Set up a discount list Create or edit a goal rollup query
Create unit and unit groups Create or edit goal metric
Set up a product family
Create price list and price list items
Sales settings

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

Applies to Dynamics 365 for Customer Engagement apps version 9.x


Applies to Dynamics 365 for Customer Engagement apps version 9.x (on-premises)
Improve sales potential and revenues by creating territories for customer and market segments in Dynamics 365
for Customer Engagement apps. Then assign appropriate sales people to handle the sales and revenue
opportunities for those territories.
Sales territories improve the sales potential because the members of a territory are focused on the services or
sales within that territory. You can associate the financials directly with a territory and its members, which simplify
business analysis. Also, based on the sales territory type and size, you can define sales methodologies and the
training required for those locations.

Create a sales territory (Sales Hub app)


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 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.

Create a sales territory (Sales app)


1. Make sure you have the System Administrator security role or equivalent permissions in Microsoft
Dynamics 365.
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 > Business Management.
3. Choose Sales Territories.
4. On the command bar, choose New.
5. Fill in your information.
Name. Enter the geographical name for the territory such as the name of a city, country/region, or a
state.
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.

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

Applies to Dynamics 365 for Customer Engagement apps version 9.x


Use the settings on this page to configure system-level settings for the sales area of Dynamics 365 for Customer
Engagement apps.
1. Make sure that you have the System Administrator or System Customizer security role or equivalent
permissions.
Check your security role
Follow the steps in View your user profile.
2. If you are using a Sales web application, go to Settings > Administration > System Settings, and then
select the Sales tab.
OR

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

Select whether products should be created in the active


state

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.

Set whether the default pricelist for an opportunity


should be selected via an inbuilt rule

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.

Set maximum number of products in a bundle

Maximum number of products in a bundle Type the maximum number of products a bundle can have.

Set pricing calculation preference

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

Set whether a discount is applied as a line item or per


unit

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.

Set maximum number of properties allowed for a


product or bundle

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.

*Table: Difference between calculations

DISCOUNT
METHOD PRODUCT PRICE PER UNIT QUANTITY DISCOUNT AMOUNT

Line item Product 1 100 11 10 (100*11)-


10=1090

Per unit Product 2 100 11 10 (100-


10)*11=990

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

Applies to Dynamics 365 for Customer Engagement apps version 9.x


Make it easier for your sales reps to increase their sales by creating a product catalog. The product catalog is a
collection of products and their pricing information. To set up pricing, you need to define the units in which your
products are sold, the amount to charge for each unit, and the discounts you want to offer based on volume
purchased.
Other than setting up the pricing for products, product catalog also supports product taxonomy that lets you
create a rich classification of products. This helps ensure that your customers receive the most appropriate and
complete solution.
Because of how units, discounts, and prices are tied together, it's important that you create each of these
components in a product catalog in the following sequence:

STEP DESCRIPTION RELATED TOPICS

Create discount lists to offer your Set up a discount list


products and services at different
prices, depending on the quantity
purchased.

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

Select one of the price lists to which Create a product family


you added the product as the default
price list for the product. Dynamics
365 for Sales uses the default price list
for calculations when the associated
price list in the opportunity or order
for the product doesn't contain a price
definition of the product.
See Also
Create a product family
Overview of Sales
Set up products (Sales and Sales Hub)
12/10/2018 • 6 minutes to read • Edit Online

Applies to Dynamics 365 for Customer Engagement apps version 9.x


Products are the backbone of your business. They can be physical products or services—whatever your
organization sells. Your sales reps use the products you create in Sales to generate sales quotes, marketing
campaigns, orders, and invoices. Your customer service reps might also use them when they create customer
service cases.

Create a product (Sales Hub)


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.
2. Select the site map , and then select Products.
3. To create a child product to an existing product family, select the family in the list, and then on the command
bar, select Add Product. The selected family becomes the parent family of the new product you're creating.
You can't change the parent of a product after the product is created. More information: Create a product
family
-OR -
If you want to create an independent product, simply select Add Product.

4. Fill in your information:


Name.
Product ID.
Parent. Select a parent product family for the product. If you're creating a child product in a product
family, the name of the parent product family is populated here. This can't be changed after the
record is saved.
Valid From/Valid To. Define the period the product is valid for by selecting a Valid From and Valid
To date.
Unit Group. Select a unit group. A unit group is a collection of various units a product is sold in and
defines how individual items are grouped into larger quantities. For example, if you're adding seeds
as a product, you may have created a unit group called "Seeds," and defined its primary unit as
"packet."
Default Unit. Select the most common unit in which the product will be sold. Units are the
quantities or measurements that you sell your products in. For example, if you're adding seeds as a
product, you can sell it in packets, boxes or pallets. Each of these becomes a unit of the product. If
seeds are mostly sold in packets, select that as the unit.
More information: Create a unit group and add units to that group
Default Price List. If this is a new product, this field is read-only. Before you can select a default
price list, you must complete all the required fields, and then save the record. Although the default
price list is not required, after you save the product record, it is a good idea to set a default price list
for each product. Then, if a customer record does not contain a price list, Sales can use the default
price list for generating quotes, orders, and invoices.
Decimals Supported. Enter a whole number between 0 and 5. If the product can't be divided into
fractional quantities, enter 0. The precision of the Quantity field in the quote, order, or invoice product
record is validated against the value in this field if the product does not have an associated price list.
Subject. Associate this product with a subject. You can use subjects to categorize your products and
to filter reports.
5. Select Save.
6. 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.

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.

Create a product (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. If you want to create a child product to an existing product family, select the family in the list, and then select
Add Product. The selected family becomes the parent family of the new product you're creating. You can't
change the parent of a product after the product is created. More information: Create a product family
-OR -
If you want to create an independent product, simply select Add Product.
5. Fill in your information:
Unit Group. Select a unit group. A unit group is a collection of various units a product is sold in and
defines how individual items are grouped into larger quantities. For example, if you're adding seeds
as a product, you may have created a unit group called "Seeds," and defined its primary unit as
"packet."
Unit. Select the most common unit in which the product will be sold. Units are the quantities or
measurements that you sell your products in. For example, if you're adding seeds as a product, you
can sell it in packets, boxes or pallets. Each of these becomes a unit of the product. If seeds are mostly
sold in packets, select that as the unit.
More information: Create a unit group and add units to that group

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.

Typical next steps


Create price lists and price list items to define pricing of products
Classify products and bundles into product families
See also
Set up a product catalog: Walkthrough
Manage sales literature
Set up a product family (Sales and Sales Hub)
12/10/2018 • 3 minutes to read • Edit Online

Applies to Dynamics 365 for Customer Engagement apps version 9.x


Make it easier for sales agents to find products and services in a product catalog by creating a product family
and classifying similar products in it. A product family lets you group and categorize products, making it easier
for you to manage them.
With product families, you can:
Categorize your products in whichever way is most meaningful for your organization.
Create child products and product bundles within a product family. Product bundles allow you to sell
multiple items together.
Create as many levels of product families as you want by creating a family within a family.

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.

Create a product family (Sales Hub)


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.
2. Select the site map , and then select Products.
3. To create a family, on the command bar, select Add Family.
-OR -
To create a child product family under an existing family, select the family, and select Add Family. The
selected family becomes the parent family of the new family you're creating.
4. Fill in your information. Use the handy tooltips as a guide.

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

Create a product family (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. To create a family, select Add Family.
-OR -
To create a child product family under an existing family, select the family, and select Add Family. The
selected family becomes the parent family of the new family you're creating.
If you want to see your current product family levels, see View product hierarchy.
5. Fill in your information. Use the handy tooltips as a guide.
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.

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

Typical next steps


Use properties to describe a product
Create a product
Classify products and bundles into product families
See also
Set up a product catalog: Walkthrough
Clone a product
Set up product bundles to sell multiple items
together (Sales and Sales Hub)
12/10/2018 • 7 minutes to read • Edit Online

Applies to Dynamics 365 for Customer Engagement apps version 9.x


Encourage customers to buy more products instead of a single product by combining products in a bundle.
These are the differences between kits and bundles:
You can't sell the products in a kit individually or separately, but you can mark certain products in a bundle
as optional, and sell them individually.
You can't see individual products added in a kit when you create an opportunity or order, but you can see
the products in a bundle.
You can create nested kits (kits within a kit), but you can only add products to a bundle; you cannot add
product families, kits, or other bundles to a bundle.
Similar to a kit, a bundle is a collection of products that is sold as single unit. Product bundling is useful in
cases like:
Pairing a top-selling product with a less popular product
Grouping products in a way that customers get more benefit from the full line of products, for example
Microsoft Office Suite or a digital camera with lenses

Create a product bundle (Sales Hub)


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.
2. Select the site map , and then select Products.
3. To add a standalone product bundle, select Add Bundle.
-OR -
To add product bundle to an existing family, select the family in the list, and then select Add Bundle.

4. Fill in the information:


Name.
Product ID.
Parent. Select a parent product family for the product bundle. If you're creating a child product
bundle in a product family, the name of the parent product family is populated here. This can't be
changed after the record is saved.
Valid From/Valid To. Define the period the product bundle is valid for by selecting a Valid From
and Valid To date.
Unit Group. Select a unit group. A unit group is a collection of various units a product is sold in and
defines how individual items are grouped into larger quantities. For example, if you're adding seeds
as a product, you may have created a unit group called "Seeds," and defined its primary unit as
"packet."
Default Unit. Select the most common unit in which the product will be sold. Units are the
quantities or measurements that you sell your products in. For example, if you're adding seeds as a
product, you can sell it in packets, boxes or pallets. Each of these becomes a unit of the product. If
seeds are mostly sold in packets, select that as the unit.
More information: Create a unit group and add units to that group
Default Price List. If this is a new product, this field is read-only. Before you can select a default
price list, you must complete all the required fields, and then save the record. Although the default
price list is not required, after you save the product record, it is a good idea to set a default price list
for each product. Then, if a customer record does not contain a price list, Dynamics 365 for Sales can
use the default price list for generating quotes, orders, and invoices.
Decimals Supported. Enter a whole number between 0 and 5. If the product can't be divided into
fractional quantities, enter 0. The precision of the Quantity field in the quote, order, or invoice
product record is validated against the value in this field if the product does not have an associated
price list.
Subject. Associate this product with a subject. You can use subjects to categorize your products and
to filter reports.
5. Select Save.
6. On the Bundle Products tab, select Add New Product Association.
The Product Association page opens.
7. Select products that you want to add to the bundle.
Bundle. The bundle you're adding the products to is selected by default.
Product. Select the Lookup button and select a product you want to add to the bundle. You can't
add a family or a product bundle to a product bundle.
Quantity. Specify the quantity of product you want to add to the bundle.
Required. Specify whether this product is required or optional. If you select a product as optional,
you can sell the bundle without the product.
Unit. Select the unit in which you want to sell the product.
8. Select Save & Close.
9. To change properties of an individual product in the bundle, select Edit Properties corresponding to the
product, and change the values as required.
10. If you've added this bundle to a family, the bundle will inherit the properties from its parent family. To
change the bundle's property, open the property and select Override. More information: Use properties to
describe a product
11. To add product relationships, select the Related tab, and then select Relationships. More information:
Define related products to increase chances of sales

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.

Pricing of bundles (Sales Hub)


Typically, the pricing of products in bundles is different than the individual products. You can set a total and
potentially discounted price for the bundle or if the bundle has optional products, add those products to the price
list as price list items. Then the total for a bundle in an opportunity is calculated by adding up the prices for each
price list item, including optional bundle products that your customer selects. If you don't add an optional product
in the price list, its price will be considered as zero.

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.

Create a product bundle (Sales)


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 Families & Products.
4. To add a standalone product bundle, select Add Bundle.
-OR -
To add product to an existing family, select the family in the list, and then select Add Bundle.
5. Enter information, noting any restrictions or requirements as needed.
6. Select Save.
7. In the Bundle Products section, select , and select products that you want to add to the bundle.
The Product Association page opens.
8. Fill in your information. Use the handy tooltips as a guide.
Bundle. The bundle you're adding the products to is selected by default.
Product. Select the Lookup button and select a product you want to add to the bundle.
Quantity. Specify the quantity of product you want to add to the bundle.
Required. Specify whether this product is required or optional. If you select a product as optional,
you can sell the bundle without the product.
Unit. Select the unit in which you want to sell the product.

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.

9. Select Save and Close.


10. To change properties of an individual product in the bundle, select Customize corresponding to the
product, and change the values as required.
11. If you've added this bundle to a family, the bundle will inherit the properties from its parent family. To
change the bundle's property, open the property and select Override. More information: Use properties to
describe a product
12. In the Additional Details section, select , and add a price list item. More information: Create price lists
and price list items to define pricing of products
13. In the Product Relationships section, select , and select a related product. More information: Define
related products to increase chances of sales

Pricing of bundles (Sales)


Typically, the pricing of products in bundles is different than the individual products. You can set a total and
potentially discounted price for the bundle or if the bundle has optional products, add those products to the price
list as price list items. Then the total for a bundle in an opportunity is calculated by adding up the prices for each
price list item, including optional bundle products that your customer selects. If you don't add an optional product
in the price list, its price will be considered as zero.

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.

Typical next steps


Create price lists and price list items to define pricing of products
Classify products and bundles into product families
See also
Set up a product catalog: Walkthrough
System Settings dialog box - Sales tab
Publish a product, family, or bundle to make it
available for selling (Sales)
12/10/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 for Customer Engagement apps version 9.x


When you're ready to sell a product or bundle, publish it to make it available to the sales agents so they can build
orders or create opportunities for customers. By default, product records are created in a draft state, and are
available to your sales agents only after you publish it. For products that don't have a parent product family, you
can create them directly in an active state using a system setting, so that you don't have to publish them after
creation. More information: System Settings dialog box - Sales tab

NOTE
You can only publish a product or bundle with a parent family if the parent product family is active.

Publish a product, family, or bundle (Sales Hub)


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.
2. Select the site map , and then select Products.
3. 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.
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.

Typical next steps


Revise a product
Retire a product
Set up a product catalog: Walkthrough
See also
Set up a product catalog: Walkthrough
Define product pricing with price lists and price list
items (Sales and Sales Hub)
12/10/2018 • 9 minutes to read • Edit Online

Applies to Dynamics 365 for Customer Engagement apps version 9.x


Price lists tell your sales agents what to charge for your products or services. You can create multiple price lists so
that you can maintain separate price structures for different regions you sell your products in or for different
sales channels.
Price lists tie the unit, product, and pricing details together, so before you create a price list, make sure the units
and products are in place.

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.

4. To create a new price list, select New.


-OR -
To edit a price list, open a price list from the list.
5. In the price list form, fill in your information, and then select Save.
a. Name. Type a descriptive name for the price list. For example, if you are creating a price list for retail,
mention that.
b. Start Date/End Date. Select the start date and end date for the price list. For example, if this is a
promotional price list that’s effective only for the promotional period, select that period.
c. Currency. Select the currency you’re creating the price list for. You can have different price list for
different currencies.
6. To add price per unit for a product, create and add price list items.
a. In the Price List form, select the Price List Items tab, and then select Add New Price List Item.

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.

d. In the price list record, select Save & Close.


NOTE
You must create at least one price list for each of the currencies that your organization does business in.

Create a price list (Sales)


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. In the Product Catalog area, select Price Lists.
4. To create a new price list, select New.
-OR -
To edit a price list, open a price list from the list.
5. Fill in your information. Use the handy tooltips as a guide.
6. Select Save.

NOTE
You must create at least one price list for each of the currencies that your organization does business in.

Add items to the price list (Sales)


Create a price list item for each unit in which the product is available. For example, if the product is available as a
single item (each), in a dozen, and in a gross, create three list items. This lets you order the product in any
quantity you want, using the same price list. You can add price list items from the product form also.
1. In the price list record, in the Price List Items section, select the Add Record button .
2. Fill in your information. Use the handy tooltips as a guide.
In the Product and Unit box, select the product and unit for which you're creating this price list item.
To offer a discount on the combination of the product and unit, select a discount list.
In the Quantity Selling Option drop-down box, 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:
No Control. Dynamics 365 for Sales doesn't enforce a quantity selling option.
Whole. Selling a partial product isn't allowed. For example, digital cameras cannot be sold in
fractions.
Whole and Fractional. The product can be sold both in whole and fractional units. For
example, wood chips can be sold in cubic yards, or in fractions of a cubic yard.
In the Pricing Method drop-down box, 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 prouct.
Percent Markup - Standard Cost. Use this to add a percent markup on top of the standard
cost of the prouct.
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.
If you selected Currency Amount as the pricing method, in the Amount box, type the amount at
which the product will be sold.
-OR -
If you selected any value other than Currency Amount as the pricing method, type the percentage
for the pricing method that you want.
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.
In the Rounding Option drop-down box, select Ends in or Multiple of if you want the price to
end in a certain amount or multiples of a certain amount.
In the Rounding Amount box, enter the amount.
3. Select Save.

Define default price list for territories (Sales)


Make sales agents' job easier by adding default pricelists for territories or customer segments the agents are
managing. When sales agents are working on opportunities, they see the default price list. Sales agents can later
select other price list that they've permission on. You can have one price list as the default for multiple territories.
1. In the price list record, in the Territory Relationships section, select the Add Record button .
2. In the Connection form, in Name, select the Lookup button, and select a territory.
3. Select Save & Close.
4. In the price list form, select the Auto Save button .
When the sales agents set or change the customer for an opportunity, if a default price list is added to their
territory (customer segment), it is shown.

Typical next steps


Publish a product or bundle to make it available for selling
Set up a product catalog: Walkthrough
See also
System Settings dialog box - Sales tab
Classify products and bundles into product families
Create a unit group and add units to that group
(Sales and Sales Hub)
12/10/2018 • 3 minutes to read • Edit Online

Applies to Dynamics 365 for Customer Engagement apps version 9.x


Units are the quantities or measurements that you sell your products or services in. For example, if you sell
gardening supplies, you might sell seeds in units of packets, boxes, and pallets. A unit group is a collection of
these different units.
In Dynamics 365 for Sales, you first create a unit group and then create units within that group. Let's look at both
of these tasks, using seeds as our example.

Create a unit group and add units (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 Unit Groups.

4. To create a new unit group, on the command bar, select New.


-OR -
To edit a unit group, open a unit group from the list.
5. Fill in your information, and select OK:
a. Name. Type a meaningful name for the unit group. In our example, you would type "Televisions."
b. Primary Unit. Type the lowest common unit of measure that the product will be sold in. In our example,
you would type "Piece." Other examples could include box, cartons, ounces, hours, or tons, depending on
your product.
NOTE
You cannot delete the primary unit in a unit group.

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.

Create units in a unit group (Sales)


1. In the unit group record you want to add the units to, on the nav bar, select the arrow next to the record
name, and then under Common, select Units.

2. Select Add New Unit.


The unit that you specified as the primary unit earlier is already in the list of units.
3. Fill in your information:
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 12 packets, you
would type "12."
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 "packet."
If you then create a unit called "pallet," and one pallet contains 48 boxes, you would type "48" in
Quantity and select "box" in Base Unit.
Here's how:

4. Select Save or Save and Close.

Typical next steps


Create a product
- OR -
Create product bundles to sell multiple items together
Set up a product catalog: Walkthrough
Set up a discount list (Sales and Sales Hub)
12/10/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 for Customer Engagement apps version 9.x


Motivate customers to buy more by offering them discounts on bulk purchases. To offer discounts, you need to set
up a discount list.

Set up a discount list (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 Discount Lists.

4. To create a new discount list, on the command bar, select New.


-OR -
To edit a discount list, open a discount list from the list.
5. Fill in the information, and select Save:
a. Name. Type a name that provides a good description of the kind of discount this list will include.
b. Type. To calculate the discount as a percentage of the price of the item, select Percentage or to give
discount as a fixed amount, select Amount.
c. Currency. If you chose to give discount as a fixed amount, select the currency.
6. To add discount details to the list, on select the Related tab, and then select Discounts.

7. On the Discounts tab, select Add New Discount.


8. In the New Discount form, fill in the following information, and select Save & Close:
a. Begin quantity. Enter the minimum quantity that if a customer purchase, they will be eligible for a
discount.
b. End quantity. Enter the maximum quantity that if a customer purchase, they will be eligible for a
discount.
c. Percentage. Enter the percentage of discount the customer will receive.
For example, this discount list will offer a discount of 5% whenever the customer purchases between 3 – 5
pieces of televisions.
Set up a discount list (Sales)
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 Discount Lists.
4. To create a new discount list, select New.
-OR -
To edit a discount list, open it.
5. Fill in the information:
Name. Type a name that provides a good description of the kind of discount this list will include.
Type. To calculate the discount as a percentage of the price of the item, select Percentage or to give
discount as a fixed amount, select Amount.
Currency. If you chose to give discount as a fixed amount, select the currency.

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

Applies to Dynamics 365 for Customer Engagement apps version 9.x


Improve your opportunities to increase sales by adding related products as suggestions for up-sell, cross-sell,
accessories, or substitutes. Defining related products will help your sales agents with their recommendations to
customers. You can add related products to a product or product bundle, but not to product families.
The related products are displayed as suggestions to your sales agents during opportunity or order management.
These suggestions help your sales agents recommend related products and bundles/kits to the customers, and
increase product sales. You can define the following relationships for a product: Accessory, cross-sell, substitute,
and up-sell. For example, for a Microsoft Surface Pro product, you can add Microsoft Surface Book as an up-sell
product so that when your sales agent is adding Microsoft Surface Pro to any opportunity, quote, order, or invoice,
Microsoft Surface is suggested as the up-sell option.

Add related products (Sales Hub)


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.
2. Select the site map , and then select Products.
3. Open a product you want to define related products for. The product must be in the Draft, Active or
Under Revision state.
4. Select the Related tab, and then select Relationships.

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.

Add related products (Sales)


1. Go to Settings > Product Catalog.
2. Select Families & Product.
3. Open a product you want to define related products for. The product must be in the Draft, Active or
Under Revision state.
4. In the Product Relationships section, select the Add Product Relationship button .
5. In the quick 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.
6. Select Save.
When you add a product to an opportunity, the sales agents can see the related product as suggestions for
an opportunity. The Suggestions dialog box on the opportunity record suggests only those products that
are related to the main product and have the same price list as the one associated with the opportunity.

Typical next steps


Publish a product or bundle to make it available for selling
Set up a product catalog: Walkthrough
See also
Create a product family
Translate product names and properties into multiple
languages (Sales)
12/10/2018 • 3 minutes to read • Edit Online

Applies to Dynamics 365 for Customer Engagement apps version 9.x


When you sell your products in different regions, it is important that you translate significant product details into
multiple languages. Help sales agents find things they need easily by making all the relevant details like cross-sell
or upsell suggestions, or properties, available to them in their preferred language.

Step 1: Export data for translation


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 > Data Management.
3. Select Export Field Translations.
4. In the Export Field Translations dialog box, select OK.
All product fields that are marked as localizable by default will be exported. Your internal developers can
mark the fields as localizable. More information: Work with localizable attributes.
5. Save the .zip file to your local computer.
Exported text is saved as a compressed file that contains a CrmFieldTranslations.xml that you can open by
using Excel. You can send this file to a linguistic expert, translation agency, or localization firm.

Step 2: Import translated data


When you get the localized data back from translation, import it into Dynamics 365 for Sales.

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.

Selection of language in different scenarios


This section explains how the duplicate detection and workflow logic affect translation in Dynamics 365 for Sales:
Calculated fields logic, including conditional clauses, uses only the base language. The label for the user's
preferred language (user interface language) is used if present. Otherwise, the base language is used.
When a record is created or updated, duplicates are detected from the localizable fields (attributes) that are
in the base language. Creating or updating a localizable field is not applicable in a non-base language.
During data import,
For updating or creating records through import, when import is executed in base language, only the
labels in the base language are used for duplication detection.
When import is executed in non-base language, import fails because update can't be performed in a
non-base language.
When you run duplicate detection in the base language, only the base language is used in conditional
clauses.
When you run duplicate detection job in the preferred language, label in the preferred language is used first.
When preferred language is not available, it uses the base language.
See also
Set up a product catalog: Walkthrough
Set up duplicate detection rules to keep your data clean
Use properties to describe a product (Sales and
Sales Hub)
12/10/2018 • 4 minutes to read • Edit Online

Applies to Dynamics 365 for Customer Engagement apps version 9.x


Simplify product management and classification by adding properties that help distinguish products from one
another. Adding well-defined properties to products cuts down on the time spent by your agents trying to find
products with the right specifications or properties for your customers when they're building orders.
A property of a product could be its size, color, or component and so on. Properties are added at the family level.
You can add properties only to a family, and only when it is in a draft or under revision state. The child products,
bundles, and families inherit the properties from their parent family.

IMPORTANT
You can't set different prices for the different properties you define for a product unless you're using a custom pricing
engine.

Add properties to product families (Sales Hub app)


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.
2. Select the site map , and then select Products.
3. On the Product Properties tab, select Add New Property.

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:

PROPERTY NAME DATA TYPE VALUES

Color Option Set red, blue, yellow, green

Size Option Set small, medium, large

6. Select Save.
Repeat the steps to add multiple properties.

Change properties of product family, products, or bundles (Sales Hub


app)
You can make changes to the inherited properties of an individual product or family by overriding its properties.
For example, for a shirt family, the size can vary between small, medium, and large. A product inside this family
will inherit the same property. You can override the property to define the actual size of an individual shirt to
medium.
1. Open the product you want to override the property of.
2. On the Product Properties tab, open the property you want to override.

3. In the Product Properties form, select Override.


4. Change the details as required, and save the properties record.

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.

Add properties to product families (Sales app)


1. Go to Settings > Product Catalog.
2. Select Families & Products.
3. Select the product family you want to add properties for.
4. In the product form, in the Product Properties section, select .
5. Fill in your information. Use the handy tooltips as a guide.

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:

PROPERTY NAME DATA TYPE VALUES

Color Option Set red, blue, yellow, green

Size Option Set small, medium, large

6. Select the Save button in the bottom right corner, and close the form.
Repeat the steps to add multiple properties.

Change properties of product family, products, or bundles (Sales app)


1. Open the product you want to override the property of.
2. Select the property you want to override.
3. In the Product Properties form, on the command bar, select Override.
4. Change the details as required, and save the properties record.

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.

Product versioning (Sales Hub and Sales app)


At times, opportunities run for extended period. During this period, the associated product may change or retire.
In such cases, the opportunity must still be taken through to completion.
When you revise a product and change the properties, Dynamics 365 for Sales automatically creates a new
version of the product and copies the product details from the existing product to the newer version. The new
product version has all the details including price lists, product relationships, and properties. The already-created
opportunities with the older version of product can continue to refer to the older version of the product. The
opportunities that are created after the product is revised or retired will refer to the current (newer) version.
See also
Set up a product catalog: Walkthrough
System Settings dialog box - Sales tab
Create a product family
Make revisions to a product (Sales and Sales Hub)
12/10/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 for Customer Engagement apps version 9.x


Keep the product inventory updated by quickly revising properties for the products as required, and republishing
the information so that your sales agents can see the latest changes to the inventory.

Revise a product (Sales Hub)


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.
2. Select the site map , and then select Products.
3. Open an active product, bundle, or family you want to change, and on the command bar, select Revise.

4. In the Confirm Revise dialog box, select Confirm.

This will change the product status to Under Revision.


5. Change the product properties, as required. More information: Use properties to describe a product
6. After you're done making the changes, on the command bar, selectPublish or Publish Hierarchy.
TIP
If some of the product properties-related 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.

Revise a product (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 an active product, bundle, or family you want to change, and on the command bar, select Revise.
This will change the product status to Under Revision.
5. Change the product properties, as required. More information: Use properties to describe a product
6. After you're done making the changes, on the command bar, selectPublish or Publish Hierarchy.

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.

Typical next steps


Retire a product
Set up a product catalog: Walkthrough
See also
Set up a product catalog: Walkthrough
Clone a product (Sales and Sales Hub)
12/10/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 for Customer Engagement apps version 9.x


When you're creating a new product, family or bundle, save time by cloning an existing one. This creates a copy of
the original record with all the details except for the name and ID. If the product, bundle or family has any
properties, they're also copied to the cloned record.

Clone a product (Sales Hub)


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.
2. Select the site map , and then select Products.
3. Select a product family, product, or bundle record that you want to clone, and on the command bar, select
Clone.

A confirmation dialog box appears.

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.

Clone a product (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. Select a product family, product, or bundle record that you want to clone, and on the command bar, select
Clone. 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.
See Also
Create a product
Retire a product (Sales and Sales Hub)
12/10/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 for Customer Engagement apps version 9.x


If your organization doesn't sell a product anymore, retire it so that the product is no longer available to your sales
agents.

Retire a product (Sales Hub)


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.
2. Select the site map , and then select Products.
3. Open an active product, bundle, or family that you want to retire, and on the command bar, select Retire.

4. In the Confirm Retire dialog box, select Confirm.

Retire a product (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. Select Families & Products.
4. Open an active product, bundle, or family that you want to retire, and on the command bar, select Retire.

Typical next steps


Set up a product catalog: Walkthrough
See also
Set up a product catalog: Walkthrough
Delete a family, product, or bundle (Sales and Sales
Hub)
12/10/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 for Customer Engagement apps version 9.x


To stop selling a product, delete it. If you delete a parent family, its child products, families, and bundles are also
deleted.

IMPORTANT
You can't recover a deleted record.

Delete a family, product, or bundle (Sales Hub)


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.
2. Select the site map , and then select Products.
3. Select a product family, product, or bundle record you want to delete, and on the command bar, select
Delete.

4. In the Confirm Deletion dialog box, select Delete.

Delete a family, 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. Select a product family, product, or bundle record you want to delete, and on the command bar, select
Delete.
See also
Set up a product catalog: Walkthrough
Create a product family
See relationships in a hierarchical view
12/10/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 for Customer Engagement apps version 9.x


You can see how info is related or grouped by viewing accounts, products, or users in hierarchical charts. You can
click a tile in the chart to get the full details and then navigate to the info you’re interested in.
For example, from the hierarchical charts view for accounts, you can:
See how an account is doing in overall revenue
Drill into tiles for accounts to see where the deals are coming from and how revenue is distributed across
sub-accounts
Find out who is working an account and enlist help from others by sending email or sharing the account
with other salespeople right from within the chart view
View important details about each account, such as credit limit and latest activity posts for the account
From the hierarchical charts view for products, you can see all the products available to sell, and how they're
related in bundles or families. Salespeople can avoid missing a potential sale, because they can see all related
products in one view.
From the hierarchical charts view for users, you can find out who another team member's boss is, or who else is
on their team without switching to another app.
Hierarchical views are also available on mobile.
To see hierarchies that show the relationships between records, on the list of accounts, contacts, products, or users,
select a record, and on the command bar, choose View Hierarchy.

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

Applies to Dynamics 365 for Customer Engagement apps version 9.x


Applies to Dynamics 365 for Customer Engagement apps version 9.x (on-premises)
Set the duration and frequency of the automatic rollup of goals. These settings only affect the automatic handling
of all goals set in Dynamics 365 for Customer Engagement. You can always perform a manual rollup for any goal
at any time.
1. Make sure that you have the 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. If you are using a Sales web application, go to Settings > Administration > System Settings, and then
select the Goals tab.
OR

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

Set the roll-up expiration time and the roll-up frequency.

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

Applies to Dynamics 365 for Customer Engagement apps version 9.x


Use goals to keep track of your progress on achieving target revenue.

Create a goal (Sales Hub)


1. Make sure that you have the System Administrator, System Customizer, Sales Manager, Vice President of
Sales, Vice President of Marketing, or CEO -Business Manager security role or equivalent permissions.
2. Select the site map icon , and then select Goals.
3. On the command bar, select New.

4. Fill in your information. Use the handy tooltips as a guide.


Name. Type a name that describes the goal.
Parent Goal. If this goal is a child goal of another goal, select that goal as a parent goal here.
Goal Metric. Choose how the goal will be tracked by selecting a metric for the goal.

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.

Create a goal (Sales)


1. Make sure that you have the System Administrator, System Customizer, Sales Manager, Vice President of
Sales, Vice President of Marketing, or CEO -Business Manager 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 Goals.
3. If you are using the Sales app, select New.
4. On the New Goal form, enter information or observe any noted restrictions or requirements as needed.
Use the handy tooltips as a guide.
5. Select or tap Save or Save & Close.
See also
Create or edit a goal rollup query
Define a goal metric (Sales & Sales Hub)
12/10/2018 • 6 minutes to read • Edit Online

Applies to Dynamics 365 for Customer Engagement apps version 9.x


Goal metrics let you clearly define how a goal will be measured. For example, a sales team's performance can be
measured based on the number of leads they get or the revenue amount. There are two goal metric types: Amount
and Count. The Amount metric type can be a money value, an integer, or a decimal number. The Count metric type
is an integer. For example, you can use the Amount (money) goal metric to track the revenues from all active
opportunities or sales orders. An integer type can be used to track sales calls made by a salesperson. A decimal
number can represent a product sold by weight, such as grain or sugar.

Create a goal metric (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 ellipsis , and then select Goal Metrics.

3. To create a new goal metric, on the command bar, select New.


4. Under Step 1: Define the metric, fill in the information:
a. Name. Required. Enter a name between 1 and 100 characters.
b. Metric Type. Required. To track a monetary amount, select Amount. To track another type of amount,
such as how many new contacts are added, select Count.

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.

e. Select Save & Close.


7. On the Description tab, enter a description for the goal metric to enable other users to understand what
metrics are being tracked.
8. Select Save.

Create a goal metric (Sales)


1. Make sure that you have the System Administrator, System Customizer, Sales Manager, Vice President of
Sales, Vice President of Marketing, or CEO -Business Manager security role or equivalent permissions.
2. Go to Sales > Goal Metrics.
3. To create a new goal metric, on the command bar, select New.
-OR -
To edit a goal metric, select Edit.
4. Under Information, select General.
5. Under Step 1: Define the metric, fill in the information:
Name. Required. Enter a name between 1 and 100 characters.
Metric Type. Required. To track a monetary amount, select Amount. To track another type of
amount, such as how many new contacts are added, select Count.

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

Applies to Dynamics 365 for Customer Engagement apps version 9.x


Use the rollup query to gather data about a given goal, including all its related goals, in one view.

Create a rollup query (Sales Hub)


IMPORTANT
Currently, you can't create a goal rollup query in the Sales Hub app. To create a goal rollup query, use the Dynamics 365 -
custom app.

Create a rollup query (Sales)


1. Make sure that you have the System Administrator, System Customizer, Sales Manager, Vice President of
Sales, Vice President of Marketing, or CEO -Business Manager 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 Rollup Queries. How do I get there?
3. To create a new rollup query, in the Records group, select New.
-OR -
To edit a rollup query, select Edit.
4. Fill in your information. Use the handy tooltips as a guide.
Name. Enter a name between 1 and 50 characters.
Entity Type. Select the record type.
Owner. Select the Lookup icon, and select the user or team who will own this query.

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.

Update read-only records through export/import


1. In your sales app, go to the list of records. For example, go to Sales > Quotes.
2. Open the view that shows all the records regardless of their state. For example, open the All Quotes view.
3. Select the records that you want to export, and on the command bar, select Export to Excel > Static
Worksheet. More information: Export data to Excel
4. In the file that you exported, make the necessary changes.
5. To import the updated records back into Dynamics 365 for Sales, in your sales app, in the list of records,
select Import Data. More information: Import accounts, leads, or other data

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.

Purchase Dynamics 365 for Sales Enterprise Edition subscription


1. Sign in to Office 365 at admin.microsoft.com with the Dynamics 365 for Customer Engagement account
that has admin permissions.
2. Select Billing > Subscriptions.

You’ll see the active subscriptions.


3. Select Add subscriptions.
The Purchase Services page opens. You’ll see a tile for Dynamics 365 for Sales Enterprise Edition.

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.

5. Select Replace, and then select Close twice.


6. Review the license status on the Active users page and make other assignments as needed.

Install Dynamics 365 for Sales Enterprise solution


1. In the Microsoft 365 admin center, select Admin Centers > Dynamics 365.

The Dynamics 365 Administration Center opens.


2. On the Instances tab, select your production instance, and on the product instance tile, select the Manage
your solutions icon.

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.

Purchase Dynamics 365 for Sales Professional subscription


1. Sign in to Office 365 at admin.microsoft.com with the Dynamics 365 for Customer Engagement account
that has admin permissions.
2. Select Billing > Subscriptions.

You’ll see the active subscriptions.


3. Select Add subscriptions.
The Purchase Services page opens. You’ll see a tile for Dynamics 365 for Sales Professional Edition.
4. In the Dynamics 365 for Sales Professional 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.
5. Select Replace, and then select Close twice.
6. Review the license status on the Active users page and make other assignments as needed.

Install Dynamics 365 for Sales Professional solution


1. In the Microsoft 365 admin center, select Admin Centers > Dynamics 365.

The Dynamics 365 Administration Center opens.


2. On the Instances tab, select your production instance, and on the product instance tile, select the Manage
your solutions icon.
3. On the Manage your solutions page, select Dynamics 365 for Sales Pro Application, and on the tile,
select Install.
After you complete these steps, your organization will be effectively moved to Dynamics 365 for Sales
Professional.

Delete the Dynamics 365 for Sales Enterprise 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 Enterprise solution and select Delete.

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

Applies to Dynamics 365 for Customer Engagement apps version 9.x


Dynamics 365 for Sales helps you zero in on the right leads, contacts, and opportunities as you build out your
team's sales pipeline. Built-in processes guide you from one stage of the sales process to the next, and easy-to-use
dashboards help you set goals and provide actionable insights to help you close more deals.

Basics Keep track of your customers


Overview of Sales and Sales Hub Work with accounts and contacts
Learn the basics Deactivate or activate an account or contact
Start your day with a dashboard
Assign a record to a user or team
Work with activities
What are business processes?
Set personal options

Increase sales Create and work with collateral


Nurture sales from lead to cash Create or edit a quote
Create or edit a lead Create or edit an order
Convert a lead to an opportunity Create or edit an invoice
Reopen a lead
Create or edit an opportunity
Close an opportunity as won or lost

Create a marketing campaign Import and export data


Create a marketing list using in-app marketing Import contacts
Create a quick campaign Import accounts, leads, or other data
Add assets to a campaign Export data to Excel
Create or edit a campaign
Add an activity to a campaign
Track a marketing campaign response
Reports, calendar, and printing Get better sales intelligence
Run a report Add Social Engagement visuals to Dynamics 365 for
Add or edit Power BI visualizations on your dashboard Customer Engagement
Use the workplace calendar Boost sales with Versium Predict
Print leads, quotes, and other records Get sales Insights, powered by InsideView

Go mobile Work with Outlook


Use Sales Hub on Dynamics 365 for phones and tablets Dynamics 365 App for Outlook User Guide
Dynamics 365 for Phones and Tablets User Guide
Learn the basics of Dynamics 365 for Sales
3/15/2019 • 2 minutes to read • Edit Online

Start here to onboard quickly and learn about the different offerings of Sales and their user interface.

Go to the Sales apps


1. Sign in to Office 365, select the Office 365 app launcher, and then select the icon for Dynamics 365.

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).

Understand the data in the app


Every day, you’ll work with different customer records and record types as you move customers through your
business processes, collecting the data you need to fill in the fields for their records—and ultimately to win their
business.
What’s a record? In Dynamics 365 for Sales, a record is a complete unit of information such as all the
information about a single contact. You can think of it as a row in a table. For example, each time you add a
new account to the app, you’re creating a new record in the Sales app.
What’s a record type? Each record you add to the system belongs to a certain record type, such as an
account, contact, lead, or opportunity.

Quick create – Enter new records fast


The Quick Create command makes it fast and easy to enter almost any type of information into the system. The
command is on the navigation bar (also referred to as the nav bar), so it’s always available whenever you need to
enter new info into the system.
With Quick Create, you need to complete only a few fields. Later, when you have more time or more information,
you can fill in more details.
1. On the nav bar, select the New button , and then select the item you want.
TIP
On a mobile device, from the nav bar, tap and then tap Quick Create Menu.

2. Fill in the fields, and then select Save.


Nurture sales from lead to order (Sales and Sales
Hub)
12/10/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 for Customer Engagement apps version 9.x


The sales process in Dynamics 365 for Sales can help you close more sales and achieve higher customer
satisfaction. You can achieve more consistent sales interactions by following the sales process as it takes you
through each stage, from creating a lead to closing the sale. You also end up with a more complete history, which
you can refer to later on if you plan to work with your customer again in the future, or if your customer needs
support.
Your sales process begins with a lead—someone who is interested in the products or services you provide. Your
leads might be automatically generated, or they might come from other sources, such as website opt-in pages,
email queries, or business cards you gather at trade shows.

Great job! You've got your lead…now Create or edit a lead


what? If your lead isn't already in
Customer Engagement, start by Qualify a lead and convert it to an
creating your lead in the system. opportunity

After you've determined that your lead


is interested in your solution and has
the appropriate purchasing power,
qualify your lead. Qualifying a lead in
Customer Engagement converts it to
an opportunity.

In this stage, you identify stakeholders, Create or edit an opportunity


competitors, and sales team members
and come up with a proposed solution.

Now it's time to present your proposal Create or edit an opportunity


to your potential customer.
Create or edit a quote

Did your opportunity accept or reject Create or edit an order


your proposal? Hopefully,
congratulations are in order! Either Create or edit an invoice
way, at this stage you need to close
your opportunity. This can include Close an opportunity as won or lost
filling orders, preparing invoices, and
sending follow-up messages,
depending on how your organization
handles the end game.

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

Applies to Dynamics 365 for Customer Engagement apps version 9.x


In Dynamics 365 for Sales, you use leads to keep track of business prospects that you haven't yet qualified
through your sales process. A lead can be an existing client or someone you've never done business before. You
might get leads from different sources, such as advertising, networking, or email campaigns.

Create a lead (Sales Hub)


1. Select the site map , and then select Leads.
2. Select + New.
3. Follow the process bar to enter data into fields and move the lead to the next stage.

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.

Create a lead (Sales)


1. Go to Sales > Leads.
2. Select New.
3. In the Summary area of the Lead form, enter your lead's company and contact information.
4. In the Details area of the Lead form, enter information about your lead's industry and preferred contact
method.
5. Add any notes or activities (for example, phone calls or emails) related to this lead. More information: Keep
track of notes, tasks, calls, or email with activities

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)

Tips and tricks


Need a faster way to enter leads? Try one of these:
Quick create: Enter new contacts (or other data)—fast!
Import accounts, leads, or other data

Typical next steps


Qualify a lead and convert it to an opportunity
Learn about the sales process, nurturing sales from lead to order
See also
Print leads, quotes, and other records
Qualify a lead and convert it to an opportunity
(Sales and Sales Hub)
12/10/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 for Customer Engagement apps version 9.x


Does your lead have what you're looking for—and vice versa? After you've identified the timeframe, budget,
purchase process, and decision makers for the sale, it's time to qualify your lead. Qualifying a lead in the Sales app
converts it to an opportunity.
Ideally, your leads or prospects should have a need that you can provide a solution for, and have the budget and
influence necessary for making the purchasing decision. In addition, you should be able to provide their solution
within the timeframe they need it.

Qualify a lead (Sales Hub)


1. Select the site map , and then select Leads.
2. In the list of leads, open the lead you want to qualify and convert.
3. In the Qualify section of the sales process bar, enter all applicable information.
4. On the command bar, select Qualify.
The lead is converted to an opportunity, and the opportunity record opens. To qualify multiple leads at once, go to
the list of leads, select the leads that you want to qualify, and on the command bar, select Qualify.

Qualify a lead (Sales)


1. Go to Sales > Leads.
2. Select the lead you want to qualify.
3. In the Qualify section of the sales process bar, enter all applicable information.
4. Select Qualify at the top of the Lead form.
5. Select Save in the lower-right corner of the screen.
To qualify multiple leads, go to the list of leads, select the leads you want to qualify, and on the command bar,
select Qualify.

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)

Typical next steps


Create or edit an opportunity
Learn about the sales process, nurturing sales from lead to order
See also
Print leads, quotes, and other records
Boost sales with Versium Predict
Get sales Insights, powered by InsideView
Create or edit an opportunity (Sales and Sales Hub)
3/15/2019 • 9 minutes to read • Edit Online

Applies to Dynamics 365 for Customer Engagement apps version 9.x


An opportunity is a lead who is now almost ready to buy—in other words, a deal that you're ready to win.
At this point in the sales process, you're most likely in either the Develop or Propose stage. More information:
Nurture sales from lead to order

Create an opportunity (Sales Hub)


If you're following the sales process from start to finish, you qualify a lead to turn it into an opportunity. More
information: Qualify a lead and convert it to an opportunity
1. Select the site map , and then select Opportunities.
2. If you've qualified a lead to an opportunity, open the opportunity from the list.
or
To create a new opportunity, on the command bar, select + New.
3. In the opportunity form, make sure that your potential customer's important details are captured. If you've
qualified a lead to an opportunity, most of the fields will be automatically populated from the lead record.
Topic: What the customer is interested in that created the opportunity, such as specific product
details.
Contact: The contact associated with this opportunity. The contact that you select here is added as a
stakeholder for this opportunity. For more information on stakeholders, see Step 5.
Account: The account associated with this opportunity.
Currency: Choose the currency for the opportunity. This is the currency the opportunity amount is
calculated in.

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

Add products to an opportunity (Sales Hub)


You can add a product or product bundle to an opportunity. 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. Any products
added to an opportunity are automatically associated with quotes generated from the opportunity.
1. In the list of opportunities, open the opportunity to which you want to add products.
2. Go to the Product Line Items tab.
3. Select a Price List. The price list determines the cost of the product. Selecting a price list is required to be
able to add products to an opportunity.
4. If you want the estimated revenue of the opportunity to be calculated based on the total amount of
products, set Revenue to System Calculated. If you want to use a custom estimated revenue, set it to
User Provided.
5. In the Product Line Items grid, select Add New Opportunity Product.
6. In the New Opportunity Product form, do the following:
a. Select Product: Set the switch to choose 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.
To create a product, select Write-In, and then enter the name of the product.
b. Pricing. Select the pricing option. By default, this is the per unit price that is listed in the product
catalog. To override the catalog price, select Override Price. When you override the price, you can
specify a price that you want to charge for each unit of the product.
c. Quantity. Enter the quantity of the product or service that will be included.
d. Manual Discount. If you want to offer a discount to the product price, enter it here.
e. Tax. If required, enter the appropriate tax amount.
7. Select Save.
The Product Line Items grid shows all the products that are associated with the opportunity. If you added an
existing product from the product catalog, you can change the quantity and discount of the product inline in the
Product Line Items grid. If you added a write-in product, you can also change the price of the product in
addition to the quantity and discount.
The icon for each product line item shows whether it is a product, product bundle, or a product family.
Here are the actions you can take on the products added to the Product Line Items grid:

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.

Recalculate an opportunity (Sales Hub)


To change the estimated revenue of an opportunity based on any changes you've made to the associated products
or product quantities, recalculate the opportunity.
1. In the list of opportunities, open the opportunity for which you want to recalculate the estimated revenue.
2. Go to the Product Line Items tab, and verify that Revenue is set to System Calculated.
3. In the grid, modify the list of products associated with the opportunity.
4. Select Save.
5. On the command bar, select Recalculate Opportunity.

Create an opportunity (Sales)


If you're following the sales process from start to finish, you qualify a lead to turn it into an opportunity. More
information: Nurture sales from lead to order
If you want to create an opportunity without first creating a lead, do the following:
1. Go to Sales > Opportunities.
2. Select New.
3. In the Summary area, enter the company and contact information for the opportunity.
4. In the Details area of the Opportunity form, enter information about your opportunity's industry and
preferred contact method.
5. Add any notes and activities (for example, phone calls or emails) related to this opportunity. More
information: Keep track of notes, tasks, calls, or email with activities

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

Tips and tricks


Need a faster way to enter opportunities? Try one of these:
Quick create-Enter new records-fast!
Import accounts, leads, or other data

Typical next steps


Create or edit a quote
Learn about the sales process, nurturing sales from lead to order
See also
Dynamics 365 for Sales troubleshooting guide for sales people
Run a report
Assign a record to a user or team
Stay up-to-date with customer news with the activity feed
Print leads, quotes, and other records
Boost sales with Versium Predict
Insights, powered by InsideView
Create or edit a quote (Sales and Sales Hub)
12/10/2018 • 3 minutes to read • Edit Online

Applies to Dynamics 365 for Customer Engagement apps version 9.x


One way that can help you increase your sales is to add all products that your customer might need to your
quote. Dynamics 365 for Sales may also offer product bundles or product families to make it easier for you to
choose products for upsell and cross-sell.
Most sales begin with a price quote, which eventually becomes an order.
You'll probably edit a quote multiple times as a sale progresses. Initially, you create a draft, and then you need to
activate it when it's ready to go to a customer.
When the customer accepts the quote, you create an order. Otherwise, you close the quote as revised, canceled, or
lost.

Create a quote from an opportunity (Sales Hub)


1. Select the site map , and then select Opportunities.
2. Select the opportunity you want to create a quote for.
3. On the Quotes tab, select Add New Quote.
The quote form opens. The quote form is prefilled with important details from the opportunity record.
4. Enter shipping and payment information in the Shipping Information area of the Quote form.
5. Enter the billing and shipping addresses in the Addresses area of the Quote form.
6. To add products from your opportunity to your quote, on the command bar of the Quote form, select Get
Products. Add more products or remove existing ones from the Products area.
7. Select Save in the lower-right corner of the screen.
8. When your quote is ready to send to your customer, on the command bar, selectActivate Quote.

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.

Create a quote (Sales Hub)


1. Select the site map , and then select Quotes.
2. Select + New.
3. On the Quote form, enter data in the following required fields:
Name
Price List and Currency: The price list that will be used to calculate the product prices and
currency.
4. In the Sales Information section, in Potential Customer, enter information about the customer you're
creating this quote for.
5. On the command bar, select Save to enable other sections on the form.
6. To add products from an opportunity to your quote, select Get Products at the top of the Quote form,
select an opportunity, and then select OK.
7. In the Shipping Information area, enter shipping details.
8. In the Addresses area, enter shipping and billing addresses.
9. Select Save.
10. When your quote is ready to send to your customer, on the command bar, selectActivate Quote.

Create a quote from an opportunity (Sales)


1. Go to Sales > Opportunities.
2. Select the opportunity you want to add a quote to.
3. In the Quotes area of the Opportunity form, select +.
4. To add products from your opportunity to your quote, select Get Products at the top of the Quote form,
and then select OK.
5. Enter shipping and payment information in the Shipping Information area of the Quote form.
6. Enter the billing and shipping addresses in the Addresses area of the Quote form.
7. Select Save in the lower-right corner of the screen.
8. When your quote is ready to send to your customer, select Activate Quote at the top of the screen.

Create a quote (Sales)


1. Go to Sales > Quotes.
2. Select New.
3. Add your customer's contact information.
4. To add products from your opportunity to your quote, select Get Products at the top of the Quote form,
and then select OK.
5. In the Shipping Information area, enter shipping details.
6. In the Addresses area, enter shipping and billing addresses.
7. Select Save in the lower-right corner of the screen.
8. When your quote is ready to send to your customer, select Activate Quote at the top of the screen.

Typical next steps


Create or edit an order
Learn about the sales process, nurturing sales from lead to order
See also
Run a report
Assign a record to a user or team
Keep track of notes, tasks, calls, or email with activities
Print leads, quotes, and other records
Create or edit an order (Sales and Sales Hub)
12/10/2018 • 3 minutes to read • Edit Online

Applies to Dynamics 365 for Customer Engagement apps version 9.x


Congratulations! Your hard work nurturing your customer has paid off and they're ready to place an order for
your products or services. In Dynamics 365 for Sales, an order can originate from a customer's acceptance of a
quote, or you can place an order without an accepted quote, depending on the situation.
One way that can help you increase your sales is to add all products that your customer might need to your order.
Dynamics 365 for Sales may also offer product bundles or product families to make it easier for you to choose
products for upsell and cross-sell. If you've already prepared a quote for your customer, you can create an order
from that quote.

Create an order from a quote


Typically, you convert a quote that you have won into an order. Start with an active quote. Note that after a quote
is accepted, you won't be able to revise it.
1. Go to Sales > Quotes.
or
In the Sales Hub app, select the site map , and then select Quotes.
2. Select the quote you want to create an order from.
3. On the command bar, select Activate Quote.
4. Select Create Order at the top of the Quote form.
5. In the Create Order dialog box, the Date Won field is set to the current date. Select a different date if
required.
6. Add a description, and select OK.
7. To add products from your opportunity to your quote, select Get Products at the top of the screen, select
your opportunity, and select OK.
8. Select Save in the lower-right corner of the screen.

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.

5. In the Shipping Information area, enter shipping details.


6. In the Addresses area, enter shipping and billing addresses.
7. Select Save in the lower-right corner of the screen.

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.

Typical next steps


Create or edit an invoice
Learn about the sales process, nurturing sales from lead to order
See also
Print leads, quotes, and other records
Create or edit an invoice (Sales and Sales Hub)
12/10/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 for Customer Engagement apps version 9.x


When a customer places an order, you can create an invoice to bill them for the upcoming sale.
Typically, you convert an order into an invoice. However, you can also create an invoice that does not originate
from an order.

Create an invoice from an order


1. Go to Sales > Orders.
or
In the Sales Hub app, select the site map , and then select Orders.
2. Select the order you want to create an invoice from.
3. Select Create Invoice at the top of the screen.
4. Review the contents of the invoice and make any additions or corrections before sending to your customer.

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.

Typical next steps


Close an opportunity as won or lost (Sales)
Learn about the sales process, nurturing sales from lead to order
See also
Nurture sales from lead to order Print leads, quotes, and other records
Add products to a quote, order, or invoice (Sales
Hub)
12/10/2018 • 2 minutes to read • Edit Online

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

Applies to Dynamics 365 for Customer Engagement apps version 9.x


Great news! A lead that you thought wasn't interested has contacted you, and it looks like the person will buy after
all. Assuming that you disqualified the lead (instead of deleting it), you'll be able to reopen it without reentering all
the information you already gathered.
1. On the list of leads, select the down arrow, and then select the Closed Leads view.

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

Applies to Dynamics 365 for Customer Engagement apps version 9.x


If your customer has accepted your proposal, congratulations! However, whether your customer accepted or
declined your proposal, it's now time to close that opportunity.
1. Go to Sales > Opportunities.
or
If you're using the Sales Hub app, select the site map , and then select Opportunities.
2. Select the opportunity you want to edit.
3. At the top of the Opportunity form, do one of the following:
To close your opportunity as won, select Close as Won.
To close your opportunity as lost, select Close as Lost.
See also
Nurture sales from lead to order
Print leads, quotes, and other records
Create or edit a competitor record (Sales and Sales
Hub)
12/10/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 for Customer Engagement apps version 9.x


Tracking your competitors and their strengths and weaknesses can help you win sales. Use Dynamics 365 for Sales
to store details about competitors that you and your colleagues can share, and stay current with the latest details.

Create a competitor (Sales Hub)


1. Select the site map , and then select Competitors.
2. On the command bar, select New.
3. Fill in your information. Use the handy tooltips as a guide.
4. On the command bar, select Save.
5. To associate a competitor with an opportunity, select the Opportunities tab, and select Add Existing
Opportunity. In the Search box, select the Lookup icon, and then select an opportunity from the results.
6. To associate a competitor with a product, select the Related tab, and then select Products. Select Add
Existing Product and use the Lookup icon to select a product.

Create a competitor (Sales)


1. Choose Sales > Competitors.
2. Select New.
3. Fill in your information. Use the handy tooltips as a guide.
4. Select Save.
5. To associate a competitor with an opportunity, in the Opportunity area, choose . In the Search box,
choose the Lookup icon, and then select an opportunity from the results.
See also
Competitor Win Loss report
Manage sales literature (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.

Create a sales literature record


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.
2. Select the site map , and then select Sales Literature.
3. Select New.
4. Fill in the information such as Title, Subject, and Type. Use the handy tooltips as a guide.

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.

Accessing the Org Chart


The org chart is accessible from the account form. Select Open Org Chart from the command bar to open the org
chart for the account.

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.

Embedded LinkedIn Sales Navigator control


If you have a Sales Navigator seat, LinkedIn profiles are always just a few clicks away and can be used to ensure
contact details remain up to date. Sign in to the service by selecting the Sales Navigator button. You’ll then be
presented with the embedded LinkedIn Sales Navigator widget, where you can match the contact and see their
LinkedIn profile.

Org chart for accounts without hierarchy


If an organization has no hierarchy associated with the contacts, then the contacts will all be on the same level and
report to a placeholder contact. You can edit the contact details to manage the hierarchy.

Manage the org chart


Drag and drop contacts to edit the hierarchy
Select and drag any contact on the org chart. When a contact is dragged over to another contact, it becomes a
direct report of the contact that it was dragged to. When contacts are dragged and dropped, their direct reports
move with them. When you finish arranging the contacts, select the Save button in the the command bar.
Expand and collapse a hierarchy
When you hover over a contact, you'll find arrows to expand and collapse the hierarchy of a contact. Select the
arrows to show or hide peers or reports of a contact.
Zoom and pan on the org chart
Use the mouse wheel to zoom the org chart in and out. By clicking and dragging on the canvas you can pan across
the org chart. For larger organizations, this makes navigating the org chart much easier.

Remove contacts from the org chart


To remove a contact from the org chart, select it and select the Remove button from the command bar. This will
remove the contact from the org chart, but it will not delete the contact, just the association the contact has with the
account. When a contact is removed, the direct reports (if available) of that contact will move to the level of the
deleted contact.

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

Applies to Dynamics 365 for Customer Engagement apps version 9.1.0


Use playbooks in Dynamics 365 for Sales to guide team members on how to respond to events--when a decision
maker leaves an organization while the team is working on a deal with that decision maker, for example. The
playbook defines an organization's best-practices response to such an event. Playbooks can also streamline and
automate recurring tasks such as renewing contracts.
To start, a team member with a Playbook manager role or equivalent permissions creates playbook categories
to classify the playbooks. Then, the playbook manager creates playbook templates that define a set of best
practices based on past experiences and their organization's standards. A business user such as a sales person or
service rep who has been assigned a Playbook user role can then open one of these playbook templates while
they work on their records. The playbook template helps ensure that best practices are applied consistently at
every step.

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

Applies to Dynamics 365 for Customer Engagement apps version 9.1.0


Playbooks provide users with guidance on recurring tasks in which consistent actions are expected. Playbooks can
also contain best practices based on scenarios that have worked in similar situations before.

Create a playbook template


1. Make sure you have Playbook administrator role or equivalent permissions.

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.

8. In the lower-right corner, select Save.

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

Publish a playbook template


You must publish a playbook to make it available for your users.
To publish a playbook:
1. In the list of playbook template records, select the playbook template you want to publish.
2. On the command bar, select Publish.
Or
Open the playbook template, and on the command bar, select Publish.
NOTE
The playbook template you’re trying to publish must have the following:
At least one playbook activity added.
At least one record type to which the playbook template applies.

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

Applies to Dynamics 365 for Customer Engagement apps version 9.1.0


[This topic is pre-release documentation and is subject to change.]

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

Applies to Dynamics 365 for Customer Engagement apps version 9.1.0


To ensure consistency in your business process or to know what steps to follow in certain scenarios or events, rely
on the playbooks prepared by your managers that guide you with the actions you can take. Playbooks can also
contain best practices based on practices that have worked in similar situations before.
1. Make sure you have the Playbook user role or equivalent permissions.
2. Go to the record you want to launch playbook from. For example, if you know your organization has
playbooks created for opportunities, open an opportunity record.
3. On the command bar, select Launch playbook.

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

Applies to Dynamics 365 for Customer Engagement apps version 9.1.0


When you complete all the activities created for a playbook, you must mark the playbook as completed. This helps
you to know if the playbook was successful or not.
1. To mark a playbook as completed, go to the record you launched the playbook from (calling record).
2. In the playbook record, on the command bar, select Complete as, and then select one of the following
results:
Successful
Not Successful
Partially Successful
Not Required

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

Applies to Dynamics 365 for Customer Engagement apps version 9.1.0


When a playbook is launched, its related activities are created and associated with the record the playbook is
launched from (also called the calling record). You must complete these activities to ensure every event is dealt
with consistently.
If the playbook template used for the playbook has its Track progress field set to Yes, the activities are created
under a playbook record that is under the calling record. If the Track progress field is set to No, the activities are
created directly under the calling record.
To see the activities created by the playbook when the Track progress field in the playbook template is set to Yes:
1. Go to the record you launched the playbook from. For example, if you launched the playbook from an
opportunity record, go to the opportunity record.
2. Select the Related tab, and then select Playbooks.

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.

Preview: View or download documents associated with an activity


[This section is prerelease documentation and is subject to change.]

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

Applies to Dynamics 365 for Customer Engagement (online), version 9.1.0


Embedded intelligence is a suite of features which continuously analyze the vast collection of customer-interaction
data already stored in your Dynamics 365 for Sales and Microsoft Exchange databases, to help you better
understand your business relationships, evaluate your activities in relation to previous successes, and choose the
best path forward.
Embedded intelligence includes the following features, which all work together to amplify their individual
strengths:
Relationship assistant. More information: Use relationship assistant to guide customer communications
Email engagement. More information: Use email engagement to view message interactions
Auto capture. More information: Auto capture of related emails
For information about how to enable these features, see Configure and enable embedded intelligence.

Get right information at the right time


The relationship assistant is constantly at work, keeping an eye on your activities, records, and communications
with customers to automatically show you the right information at the right time. It analyzes your daily actions and
communications and uses them to drive insights that help you focus on what’s important today, and how to
optimize your communications to help nurture healthy business relationships going forward.

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

Get more out of email with email engagement


Email engagement helps you create more effective email messages—and to learn how your contacts are
interacting with them. Stay on top of your email and prioritize those prospects or customers that are most
engaged.

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

Applies to Dynamics 365 for Customer Engagement, version 9.1.0

Requirements and prerequisites


There are some feature restrictions depending on which versions of Dynamics 365 for Sales and Microsoft
Exchange you're running, as detailed in the following table.

PRODUCT VERSION AVAILABLE EMBEDDED INTELLIGENCE FEATURES

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.

How to enable Embedded intelligence


As an administrator, you can enable Embedded intelligence for your organization to use features such as
Relationship assistant, Email engagement, and Auto capture.

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.

To enable, follow these steps:


1. Go to Settings > Sales AI.
2. On the Overview tab, select I Accept to accept the privacy statement for Sales AI.

Sales AI is enabled for your organization and you can configure features such as Relationship assistant, Email
engagement, and Auto capture.

Enable and configure Relationship assistant


To enable cards such as task due today, custom activity due today, and email due today to users in your
organization, you can configure Relationship assistant.

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.

PRIVILEGE SECURITY ROLE TAB DESCRIPTION AND REQUIREMENTS


PRIVILEGE SECURITY ROLE TAB DESCRIPTION AND REQUIREMENTS

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.

More information: Security roles and privileges


How to configure Relationship assistant
1. Go to Settings > Sales AI.
2. To open the Relationship assistant configuration page, select Configure on the Relationship assistant
tile or select the Relationship assistant tab.

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

4. On top of the page, select Save to save your settings.


Users can also set their own personal preferences for their action cards. They can't add cards that you disable
here, but they can disable cards that you have enabled if they don't find them useful. They can also change the
configuration settings for those cards that have them, though your settings will be the defaults. More
information: Relationship assistant

Enable Email engagement


Enabling the Email engagement helps the user in your organization to receive alerts and reminders that help
build customer relationships.

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.

Email engagement is enabled and ready to use in your organization.

NOTE
To enable or disable Email engagement, use the Enable toggle key.

Enable Auto capture


To help users in your organization to automatically add relative activities of their customers to Dynamics 365 for
Sales, enable 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.

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

Applies to Dynamics 365 for Customer Engagement (online), version 9.1.0


The relationship assistant is part of the new Embedded intelligence suite of features. The assistant keeps an eye
on your daily actions and communications, and generates a collection of action cards that are displayed
prominently throughout the application to provide tailored, actionable insights. The assistant 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 opportunity is nearing its close date; and much more.
The administrator must enable auto capture 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.

How and where the relationship assistant can help you


The relationship assistant is designed to deliver the most important and relevant information in relation to what
you are doing right now. The assistant works by analyzing all of the data at its disposal and generating a
collection of action cards, each of which includes a message summarizing what the card is about, plus a set of
links for taking action. The assistant sorts the cards by priority and filters them for your current context.
When you start your day by signing in to Customer Engagement, the assistant draws your attention to your
most important items and tasks, drawn from all areas of the application.

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

Applies to Dynamics 365 for Sales, version 9.1.0


Action cards help keep you up to date with your work in Dynamics 365 for Sales, letting you know when you
need to follow up on an email, attend a meeting, and much more. They are displayed throughout the application
to provide relevant information for the context you are working in at the moment. They are generated by the
relationship assistant based on data stored in Dynamics 365 for Sales and your Exchange inbox and calendar.
More information: Relationship assistant. This topic lists each of the available cards and provides details about
what each card does, how it gets generated, and how you can use it.

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.

Cards are categorized into the following:


Base cards
Email cards from Exchange
Relationship analytics cards
Email engagement cards
Productivity cards
"Today" cards

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:

{activity} due Today Close date coming soon Meeting Today

Missed closed date Post-meeting follow-up


{Activity} due today - Description
Tells you that an activity assigned to you is due today.
Activity types include: email, fax, letter, phone call, task,
service appointment, and custom.
- Features
Indicates the type of activity (email, fax, letter, phone call,
task, service appointment, or custom).
Shows the time the activity is due or scheduled.
Shows the name of the activity record (click to open the
record).
Shows the activity description (shortened for space if needed).
- Actions
Mark the activity complete.
Close the activity.

Close date coming soon - Description


Tells you that an open opportunity will soon reach its
estimated close date. When you are viewing a dashboard,
you'll only see these cards for opportunities that are assigned
to you, but when you view a specific opportunity you'll see
this card even if that opportunity is assigned to somebody
else.
- Configuration options
Set how many days before the close date to start showing
the card. The default value is set by your administrator.
- Features
Identifies the opportunity.
Tells how far away the close date is.
Provides text explaining why the card was generated.
- Actions
Open the opportunity.

Meeting today - Description


Tells that you have a meeting scheduled for today.
There is also an "upcoming meeting" card, which first appears
30 minutes before your meeting, provides more features, and
is given a higher priority. More information: Productivity
cards
- Features
Shows the meeting title, with a link to the meeting record.
Shows the meeting description (shortened for space if
needed).
Open the detailed view to see a collection of closely related
action cards, including relevant people, companies,
opportunities, news, stocks, and more.
- Actions
Open the appointment

Missed close date - Description


Tells you that an open opportunity has passed its close date.
When you are viewing a dashboard, you'll only see these
cards for opportunities that are assigned to you, but when
viewing a specific opportunity you'll see this card even if that
opportunity is assigned to somebody else.
- Features
Identifies the opportunity.
Provides text explaining why the card was generated.
- Actions
Open the opportunity.
Post-meeting follow-up - Description
Tells you that a meeting that you organized (where you are
the record owner) has recently ended, giving you an easy
opportunity to document the meeting in Dynamics 365 for
Sales.
- Features
Identifies the meeting.
Provides text explaining why the card was generated.
- Actions
Add notes to the meeting record.
Open the meeting record.

Email cards from Exchange


These action cards are generated based on an analysis of email messages in your Microsoft Exchange inbox.
When you receive an email, Exchange and Dynamics 365 for Sales work together to scan the body of the email
looking for certain words or phrases that suggest that the email is related to your Dynamics 365 for Sales work.
When the system finds relevant text, it generates an action card to notify you of a possible action for you to take.
Each signal type has its own card, which provides the information and action links best suited for that signal type.

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:

Competitor Mentioned Issue Detected Meeting Requested

New lead up sell Opportunity Stake holder Recommendation File Requested

Opportunity at Risk sentiment Meeting Today Upcoming Meeting

Recent Meeting Task due Today Customer Question

Opportunity at Risk KTG Model Missed Email


Competitor mentioned -Description
A tracked email that is set as regarding a Salesopportunity
appears to refer to a company that is listed as a competitor in
your system.
- Configuration options
Set this feature to add the competitor automatically rather
than showing the card.
- Features
Shows the name of the competitor
Tells you that a competitor was mentioned in an email.
Click the card to open the opportunity that the email is set to
be regarding.
-Actions
Choose Add as Competitor to add the competitor to the
regarding opportunity.
Choose Always Do This to add competitors automatically
instead of showing more cards like this. This is the same as
the configuration setting available for this card type, and you
can reset it by going to your Relationship Assistant settings
(More information: Relationship assistant).

Issue detected - Description


An email from a known contact in your inbox appears to
include a support request.
- Features
Shows the name of the contact.
Tells you that an email that appears to include a support
request has arrived.
Displays the sentence from the email that appears to be
asking for help.
- Actions
Create a new case.
Open the email.

Meeting requested -Description


An email from a known contact in your inbox appears to
include a meeting request.
-Features
Shows the name of the contact.
Tells you that a meeting request has arrived.
Displays the sentence from the email that appears to be
asking for a meeting.
-Actions
Create a new meeting.
Open the email.

New lead/upsell opportunity -Description


An email from a known or unknown contact appears to be
asking for more information about a product. For known
contacts, this may be an upsell opportunity. For unknown
contacts, this could be a new lead.
- Features
Shows the name of the sender.
Tells you that an email has arrived that may represent an
upsell or new-lead opportunity.
Displays the sentence from the email that appears to be
asking for product information.
- Actions
Open the email.
Stakeholder recommendation - Description
An email regarding an open opportunity has arrived, and it
includes an extra recipient that is not yet listed as a
stakeholder for that opportunity.
- Configuration options
You can choose to add the stakeholder automatically rather
than show the card.
- Features
Shows the name of the potential stakeholder
Tells you that this person might be a stakeholder in an open
opportunity
Displays a short description that includes the name of the
opportunity.
- Actions
Add the contact as a stakeholder for the related opportunity.
Choose Always Do This to add stakeholders automatically
instead of showing more cards like this. This is the same as
the configuration setting available for this card type, and you
can reset it by going to your Relationship Assistant settings
(More information: Relationship assistant).

File requested - Description


An email from a known contact in your inbox appears to
include a request for a file.
- Features
Shows the name of the contact.
Tells you that a request for a file has arrived.
Displays the sentence from the email that appears to be
asking for a file.
- Actions
Open the email.

Opportunity at Risk sentiment - Description


Tell you that when an email is received concerning an open
opportunity with negative sentiment which can put the
opportunity at risk.
- Actions
Open the opportunity.

Meeting today - Description


Tells that you have a meeting scheduled for today.
There is also an "upcoming meeting" card, which first appears
30 minutes before your meeting, provides more features, and
is given a higher priority. More information: Productivity
cards
- Features
Shows the meeting title, with a link to the meeting record.
Shows the meeting description (shortened for space if
needed).
Open the detailed view to see a collection of closely related
action cards, including relevant people, companies,
opportunities, news, stocks, and more.
- Actions
Open the appointment
Upcoming Meeting - Description
Tells that you have a meeting scheduled to start in 30
minutes or less. When available, this card is given highest
priority and appears at the top of the stack. That way, you'll
have all of your important meeting information available.
The "meeting today" card is similar, but it's shown all day,
provides fewer features, and is given lower priority. More
information: Base cards
- Features
Shows the meeting title, with a link to the meeting record.
Shows the meeting description (shortened for space if
needed).
Shows the regarding record (with link).
Shows a list of attendees (with link to the full list if there's
more than four).
Displays a map of the location (if relevant and available; not
for online meetings).
Open the detailed view to see a collection of closely related
action cards, including relevant people, companies,
opportunities, news, stocks, and more.
- Actions
Open the appointment that triggered the card.

Recent meeting - Description


Tells you that a meeting that you organized (where you are
the record owner) has recently ended, giving you an easy
opportunity to document the meeting in Sales The card is
displayed for 30 minutes after the scheduled end of the
meeting, and then removed.
- Features
Identifies the meeting.
Provides text explaining why the card was generated.
- Actions
Add notes to the meeting record.
Open the meeting record.

Opportunity at Risk KTG Model - Description


Tell you that when an email is received on Exchange inbox
concerning an open opportunity contains a phrase which can
put the opportunity at risk.
- Actions
Open the opportunity.

Task due today - Description


Tells you that a task assigned to you is due today.
- Features
Shows the time the task is due or scheduled.
Shows the name of the task record (click to open the record).
Shows the task description (shortened for space if needed).
- Actions
Mark the task complete.
Close the task.
Customer question - Description
An email from a known contact in your inbox appears to be
asking a question.
- Features
Shows the name of the contact.
Tells you that a question has arrived.
Displays the sentence from the email that appears to be
asking a simple question.
- Actions
Open the email.

Missed Email - Description


Tells that an important email is unread for configured number
of day.
The threshold number of days configurable on Settings
page.More information: Relationship assistant. By Default, the
number of days for Unread email is 3 days.

- Actions
Open the email

Relationship analytics cards


These action cards provide reminders when it looks like one of your business relationships needs nurturing due
to a lack of recent activity.

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:

No Activity with {record type}

No activity with {record type} - Description


Lets you know that a record that you own has been inactive
for some time. Applies to contact, opportunity, lead, account,
and case records.
- Configuration options
Set the number of days of inactivity that must pass before a
card is generated. You can set a different value for each type
of supported record (contact, opportunity, lead, account, and
case).
- Features
Identifies the type and name of the relevant record.
Explains why the card was generated.
- Actions
Open the record.
Create an email addressed to the primary contact for the
record.

Email engagement cards


These cards are generated by the email engagement feature (provided it's supported by your server
configuration and enabled for your site).

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:

Email Opened Email Reminder

Email opened - Description


A followed email was opened by its recipient.
- Features
Names the contact you sent the email to.
Provides descriptive text that shows the subject of the email,
the time it was opened, and the approximate location where
it was opened.
- Actions
Call the contact
Open the contact record

Email reminder - Description


You set a followup reminder for an email you recently sent,
and its trigger conditions have just been met. Trigger
conditions always include a date, but may also include
conditionals such as whether the email wasn't opened or
replied to by that date.
- Features
Names the contact that you sent the email to.
Tells you that you set a followup reminder for this email.
Provides a description that summarizes the trigger
conditions.
- Actions
Open the contact record
Call the contact

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.

The following list of cards are available under Productivity Cards:

Near by Customers Relevant NEWS Stock Updates


Upcoming Flight Upcoming Meeting

Near by Customers - Description


The card finds customers that are located nearby the meeting
location. It's shown in the card details view when you tap a
meeting card from the relationship assistant feed.
- Features
Shows the name of the nearest city.
Shows basic information about each company.

Relevant News - Description


The card displays new headlines related to companies that
are participating at the meeting. It's shown in the card details
view when you tap a meeting card from the relationship
assistant feed.
- Features
Shows the date when the news was last updated.
Thumbnail image and headline for each found article.
Click to view the full article.

Stock Updates - Description


The card displays stock information for companies that are
participating at the meeting. It's shown in the card details
view when you tap a meeting card from the relationship
assistant feed.
- Features
Shows the date and time the prices were last updated.
For each company, shows a logo, stock symbol, price, and
trend.

Upcoming Flight - Description


This card is generated when your Exchange inbox includes an
email message that contains a flight confirmation. The system
then matches the flight dates to upcoming meetings and
finds other information related to the location that you are
flying to, such as other nearby customers.
Note: This card doesn't show live or updated flight
information, just information from the flight confirmation
email message that triggered the card.
- Features
Flight company and flight number, with a link to the flight
record.
Departure and arrival times, with airport codes.
Related meeting record, with link. Up to three meetings may
be listed here.
List of customer offices near the destination airport, with
links.
- Actions
Open a related email message with flight details (if available).
Upcoming Meeting - Description
Tells that you have a meeting scheduled to start in 30
minutes or less. When available, this card is given highest
priority and appears at the top of the stack. That way, you'll
have all of your important meeting information available.
The "meeting today" card is similar, but it's shown all day,
provides fewer features, and is given lower priority. More
information: Base cards
- Features
Shows the meeting title, with a link to the meeting record.
Shows the meeting description (shortened for space if
needed).
Shows the regarding record (with link).
Shows a list of attendees (with link to the full list if there's
more than four).
Displays a map of the location (if relevant and available; not
for online meetings).
Open the detailed view to see a collection of closely related
action cards, including relevant people, companies,
opportunities, news, stocks, and more.
- Actions
Open the appointment that triggered the card.

"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.

The following list of cards are available under "Today" Cards:

Recent Meeting Today's Top People Today's Top Records

Recent meeting - Description


Tells you that a meeting that you organized (where you are
the record owner) has recently ended, giving you an easy
opportunity to document the meeting in Sales The card is
displayed for 30 minutes after the scheduled end of the
meeting, and then removed.
- Features
Identifies the meeting.
Provides text explaining why the card was generated.
- Actions
Add notes to the meeting record.
Open the meeting record.
Today's Top People - Description
This card is only displayed on mobile devices.
The system analyzes your appointments, tasks, and other
work for the day and generates this card to show the
contacts you're most likely to interact with today.
- Features
Shows each contact's name and portrait.
Shows each contact's title and any business they have with
you today (such as a meeting, task, or phone call).
Click to view full contact details.

Today's Top Records - Description


This card is only displayed on mobile devices.
The system analyzes all of the Salesrecords that are related to
you and lists the records that you are most likely to be
working with today based on your recent activities and date
information (such as a due date or appointment) in each
record.
- Features
Shows a thumbnail image and a summary of each found
record.
Click to view the full record.

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

Applies to Dynamics 365 for Customer Engagement, version 9.1.0


Email engagement is part of the new Embedded intelligence suite of features. Email engagement helps you to:
See when recipients opened your message, clicked a link, opened an attachment, or sent a reply.
Receive an alert right away, the first time a recipient opens your message.
Schedule the most effective delivery time, and receive advice for the best time based on the recipient's time
zone.
Choose the most effective message template, with recommendations based on your organization's
previous email interaction history.
Set an alert to remind you when it's time to follow up on an email message.
Review the full interaction history of a single message, or review KPIs.
The administrator must enable email engagement before you can try it out. Email engagement uses the
relationship assistant to deliver alerts and other messages, so we strongly recommend that you also enable the
assistant if you are using email engagement. For complete details about prerequisites, how to enable the feature,
see Configure and enable embedded intelligence.

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.

Get interaction history for email


Usually when you send an email, you'll never know if it was opened or read unless the recipient chooses to write
back to you. That's because the email system was created to simulate traditional mail, and was not designed with
response tracking in mind. Dynamics 365 for Sales uses special techniques to work around this limitation and
provide the following message-following features:
Find out when your message was opened: When you send a followed email message from Dynamics
365 for Sales, the system automatically generates a uniquely named, transparent, one-pixel GIF and adds it
as a linked image to the message. This invisible GIF, and all the other images that you add to the message,
are stored on your Dynamics 365 for Customer Engagement server and are first loaded from the server
when somebody opens the message (and chooses to download its images). When a unique GIF is
requested,Dynamics 365 for Sales registers that the associated message was opened, and notes the device
type. We recommend that you always include other images in your message because that will help
motivate recipients to download the images (you won't know they open it if images aren't loaded).
Find out when each link was clicked: When you send a followed email message from Dynamics 365 for
Sales, the system automatically replaces each of its hyperlinks with a unique redirect link that points to the
Dynamics 365 for Customer Engagement server. Each redirect link includes an ID that uniquely identifies
both the message that contains it and the URL of the original link target. When the Dynamics 365 for
Customer Engagement server receives the link request, it logs the click and then redirects the click to its
original address so that the recipient still gets the correct information with little or no delay.
Find out when each attachment was opened: When you add a followed attachment, the file isn't
attached directly as with a standard email. Instead, it gets stored on the OneDrive for Business share used
by your Dynamics 365 for Customer Engagement server and added as a link to the message. As with
followed links, when a recipient clicks to download the attachment, the Dynamics 365 for Customer
Engagement server notes the click and the time. You can mix both followed and unfollowed attachments in
a single email, which can be important if you are sending sensitive files that you don't want to save on
OneDrive for Business. Many of your recipients may actually prefer to receive attachments as links rather
than files because that means that your messages will take up much less room in their inbox.
Using this information, Dynamics 365 for Sales shows you the full interaction history for any message, and
calculates key performance indicators (KPIs).

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.

Create and send followed email message


NOTE
This section describes how to work with email engagement features in the Dynamics 365 for Sales web interface. These
features are also available for the Dynamics 365 App for Outlook. The features and technologies for sending tracked email
messages, links, and attachments, as described in this topic, work similarly in both interfaces, but the controls are slightly
different. If you are using Dynamics 365 App for Outlook, then see also: Dynamics 365 for Customer Engagement App for
Outlook User's Guide.

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.

Create a new message


You can activate email engagement features for any email that you send from within Dynamics 365 for Sales. The
main record for the message (typically the record are looking at when you create it), is set as its Regarding value,
though the various to, from, and copy-to email addresses can also affect the places where you are able to see the
message and where its KPIs may apply.
To add an email activity to a record:
1. Open the record you want to add the activity to (typically a contact, opportunity, lead, or account).
2. In the middle of the page, select Activities > More Commands > Email.
3. Add recipients, a message subject, and body text as usual. Speed up your writing by using a template if it's
appropriate, and use the handy tooltips for help with other settings. See also the other subsections in this
section for details about setting up the various engagement features.
4. 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 and apply the most effective email template
Email templates are standard messages that you send often, such as introductions, confirmations, thank-you
messages, and reminders. They can include dynamic values (such as sender or recipient data). They give you a
quick start when you're writing common messages.
The email engagement feature automatically analyzes the performance of all messages sent through Dynamics
365 for Sales and identifies your most successful templates. It shows all available templates, but highlights the
ones that were found to generate the most opens, replies, or sales.
To use a template:
1. Create a new message as described previously in Create a new message.

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.

You can see the following here:


Recommended templates are marked with a star symbol.
Choose any listed template to see more information about it in the right-hand column, including live
statistics for its reply rate, open rate, and number sent.
4. Choose a template and select Select. Template content is loaded into your message.
5. Customize the template content as needed and enable any other email engagement features that you want
to use, as described in the other sections of this topic.
6. When you are ready to send the message, seelct Send (or seelct Save if you want to save a draft and finish
it later).
More information: Create templates for email
Enable or disable following for individual messages
Followed emails can tell you when a recipient opened the message, replied to the message, opened an
attachment, or clicked a link.
When email engagement is enabled on your site, it will also be enabled by default for all messages you create in
Dynamics 365 for Sales, provided that none of the recipients are set up to block followed messages. More
information: Set following to Do Not Allow to respect individuals' privacy and preferences
Use the controls at the top of the Email Engagement area to view and edit the follow state for your message, as
summarized in the following table.

FOLLOW STATE DESCRIPTION

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.

Indicates that the current email won't be followed. No links


will be followed and followed attachments are also disabled.
Select the Follow link to enable following (if permitted).

Indicates that one or more of the current email's recipients


have following set to Do Not Allow, which means that you
can't follow this message unless you remove the recipients
that don't allow following (or change their settings). You now
have the following options:

- Select the View Preferences link to open a pop-up window


that shows the name and following preference for each
recipient. From here you can open any recipient's record by
clicking their name in the list.
- If you have attempted to fix the issue by removing
recipients or changing settings, then select Retry Follow to
try again.
- Select Don't Follow to stop attempting to follow 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

Add followed attachments

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.

5. The Manage Attachment dialog opens.

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.

Set a message follow-up reminder


Do you want to be reminded to follow up on an important email for some reason? Then set a follow -up reminder.
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. Select Set Reminder link under the Email Engagement heading.

4. The Set Reminder pop-up window opens.

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

View email engagement history


The current status, interaction statistics, and KPIs for followed email messages are available throughout Dynamics
365 for Sales, where they are gathered and displayed for each record where they are relevant. The following
sections highlight the various places where you can see this information in Dynamics 365 for Sales.
Email history in the Activities column
After you have saved or sent a message, you can find it listed in the Activities list for its Regarding record or, in
some cases, another related record. Usually you'll find the message listed in the same record that you were
viewing when you wrote it.

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

Applies to Dynamics 365 for Customer Engagement (online), version 9.1.0


Auto capture enables Dynamics 365 for Sales to access your email in Microsoft Exchange to find and display
messages that are related to your work in Sales. This makes it easy to see your relevant email messages together
with all of the other activities that are related to a given record in Sales. Each message remains private and visible
only to you unless you choose to convert it to a tracked email, which you can do with just one click to make that
email visible to the rest of your team in Microsoft Exchange.
Auto capture is part of the Embedded intelligence suite of features.
Watch a short video (1:43) about Dynamics 365 for Customer Engagement Auto Capture.
The administrator must enable auto capture 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.

View auto-captured messages and convert them into tracked


messages
Messages found by auto capture are merged with other relevant Sales activities and shown in the Activities
column for the record they apply to. You can see them on Contact, Opportunity, Lead, Account, Case, and Custom
entities. So, for example, if you are looking at an opportunity in Sales, then the Activities column shows all of the
activities you have logged for that opportunity, plus up to 50 recent email messages in your Microsoft Exchange
account that were sent to or from the primary contact for that opportunity or its stakeholders.

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.

Which messages are captured?


Auto capture works by querying your Microsoft Exchange account each time you open the Activities column for
a record in Sales. The query looks for messages that relate to the record you are looking at. The following table
summarizes how auto capture identifies a related message.

MATCHES THESE FIELD VALUES TO THE TO, CC, OR FROM ADDRESS


ENTITY TYPE OF EACH EMAIL MESSAGE

Account Email address of the listed Primary Contact

Email address of the top 50 contacts that have the account


as their parent account

All Email addresses defined for the account record itself.

Opportunity Email address listed for the Opportunity Contact

Email addresses of any contact in the Stakeholders list

All Email addresses defined for the opportunity record itself.

Case Primary contact's Email address

All Email addresses defined for the case record itself.

If the Customer is a contact, then use all Email addresses for


the contact record.

If the Customer is an account, then use all Email addresses


for the account record

Lead Email address listed in the Contact section

All Email addresses defined for the lead record itself.


MATCHES THESE FIELD VALUES TO THE TO, CC, OR FROM ADDRESS
ENTITY TYPE OF EACH EMAIL MESSAGE

Contact All Email addresses defined for the contact record.

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.

For customer fields that refer to a contact, use all Email


addresses defined for the contact record

For customer fields that refer to an account, use the Email


address of the listed Primary Contact, plus all Email
addresses defined for the account record itself.

Set your auto capture options


When auto capture is enabled for your site, it will also be enabled for you by default. If you prefer not to see the
messages, then you can turn this feature off. You can turn it back on at any time. When the feature is turned off for
your site, you won't see the setting in your personal options. To set your auto capture options:
1. Select the gear button on the nav bar, and then choose Options from the menu.

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.

Incoming untracked email support


The following describes the support for viewing, opening, and tracking untracked emails for various
synchronization methods.

SYNC METHOD FOR


INCOMING EMAILS VIEW UNTRACKED EMAILS OPEN UNTRACKED EMAILS TRACK UNTRACKED EMAILS

None Yes Yes N/A, tracking requires


server-side sync

Server-Side Sync with Email Yes Yes No


Not Approved or Test Not
Run

Server-Side Sync with Email Yes Yes Yes


Approved and Test
Enabled

Microsoft Dynamics 365 for Yes Yes N/A, tracking requires


Outlook server-side sync

Email Router Yes Yes N/A, tracking requires


server-side sync

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

Applies to Dynamics 365 for Customer Engagement (online), version 9.1.0


Action cards provides you up to date information on email, meeting, and much more in Dynamics 365 for
Customer Engagement. These cards 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 opportunity is nearing its close date; and
much more. These cards are displayed on forms, dashboards, and throughout the application to provide relevant
information for the context you are working in at the moment. More information: Action cards reference
The action cards contain the following basic elements:

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

Applies to Dynamics 365 for Customer Engagement (online), version 9.1.0

Create custom action card


The following process explains how to create a custom card:
Step 1: Download the extend Relationship assistant card type sample solution
Step 2: Build the solution (ExtPkgDeployer.sln)
Step 3: Import the package using the package deployer tool
Step 4: Verify the new card type
Step 5: Create Action card for the new card type using the Web API.
Step 6: Verify the new custom card

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

Step 1: Download the extend Relationship assistant card type sample


solution
Download the sample custom card solution.
The samples show how to create a custom card in Relationship assistant programmatically.
Go to the path ExtPkgDeployer\PkgFolder\extensibility_example_sol\WebResources . Under the WebResources
folder, you can see three files that are required to create a custom card.
Schema Definition (new_cardtype_schemaxml9dd7e039-33a1-4778-9972-66536dc5e829)
Command (new_commands8db43275-0291-401d-923a-90a6c373cc18)
Icon (new_msicon6aa7c568-4830-4da6-89f9-18a8fd9c2285)
Schema Definition (new_cardtype_schemaxml9dd7e039-33a1-4778-9972-66536dc5e829)
The contains schema definition for new card type.

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>&lt;Dependencies&gt;&lt;Dependency componentType="WebResource"/&gt;&lt;/Dependencies&gt;
</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>&lt;Dependencies&gt;&lt;Dependency componentType="WebResource"/&gt;&lt;/Dependencies&gt;
</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>&lt;Dependencies&gt;&lt;Dependency componentType="WebResource"/&gt;&lt;/Dependencies&gt;
</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.

Step 2: Build the solution (ExtPkgDeployer.sln)


1. Open command prompt (cmd).
2. Go to the root folder.
C:\<directory>\RACards Extensibility Example\RACards Extensibility Example\ExtPkgDeployer\PkgFolder

3. Execute the command to build the solution. msbuild ExtPkgDeployer.sln

The build is successful, and you can see that under the <folder>\ExtPkgDeployer\bin\Debug , the PkgFolder and the
ExtPkgDeployer.dll are generated.

Step 3: Import the package using the package deployer tool


1. Copy the PkgFolder and the ExtPkgDeployer.dll from the <folder>\ExtPkgDeployer\bin\Debug folder and
paste it in the <PackageDeployerToolLocation>\tools location.
2. Run the tool by double-clicking the PackageDeployer.exe from the folder where you have saved the package
deployer tool.
3. In the introduction screen of the Package Deployer tool, choose Continue.
4. In the Connect to Microsoft Dynamics 365 for Customer Engagement screen, provide authentication details
to connect to the Dynamics 365 for Customer Engagement instance where you want to deploy the package.
If you have multiple organizations and want to select the organization where you want to deploy the
Unified Service Desk package, select the Display list of available organizations check box. Choose Login.
5. The next screen displays detailed information about the selected package and the things that will be
installed on your Dynamics 365 for Customer Engagement instance. Review the information and choose
Next.
6. The Ready to Install screen displays the package selected for deployment and name of the Dynamics 365
for Customer Engagement organization where it will be deployed to. Review the information and choose
Next.
7. The next screen displays the validation status of the package selected to be deployed. After the validation
completes successfully, choose Next.
8. The next page displays the package deployment status. Click Next.
9. The next screen displays the name and information about the package that you just deployed. Review the
information and choose Finish to exit the Package Deployer tool.
After you deploy the package, a new card type is created with an ID - 2183dfc0-3c1c-45b7-a331-1943880c25c6 , which
is defined in the schema (new_cardtype_schemaxml9dd7e039-33a1-4778-9972-66536dc5e829).

Step 4: Verify the new card type


Verify the card type with an ID '2183dfc0-3c1c-45b7-a331-1943880c25c6'. Send a GET method request.
Request
GET [Organization URI]/api/data/v9.0/cardtype(2183dfc0-3c1c-45b7-a331-1943880c25c6) HTTP/1.1
Accept: application/json
OData-MaxVersion: 4.0
OData-Version: 4.0

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

HTTP/1.1 204 No Content


OData-Version: 4.0
OData-EntityId: http://[Organization URI]/api/data/v9.0/actioncard(2183dfc0-3c1c-45b7-a331-1943880c25c6)

NOTE
Open the browser console and run the command, sessionStorage.clear(); to clear the session cache.

Step 6: Verify the new custom card


You can verify the custom cards are created in your organization as end user and as administrator.
As end user
1. Log in to Dynamics 365 for Customer Engagement.
2. Under Relationship assistant section, you can see your created action card.

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

Applies to Dynamics 365 for Customer Engagement apps version 9.x


Access your Sales Hub data while you're on the go using Dynamics 365 for phones or Dynamics 365 for tablets on
your mobile device.
The Sales Hub app works the same whether you're using it on your mobile device or using it on a web browser on
your computer.
Before you can start using the app, you need to install the Dynamics 365 for Customer Engagement mobile app
on your device device..
More information: Install Dynamics 365 for phones and tablets.

Basic Navigation
1. When you sign in, you'll see the MyApps page with all your apps listed.
2. Select Sales Hub.

The navigation bar


Use the nav bar to get to your work area, create a new record, search, or do other tasks. To access more
commands, tap
Favorites and recently used records
The Favorites and Recently Used sections provide quick access to your records, views, and dashboards.
To access these sections, choose the Menu button on the nav bar, and then choose the Favorites and
Recent button.
To pin an item as a favorite, from the list of Recently Used items, tap the pin. This will pin and move the
item to Favorites.

General information on how to use the mobile app


More information: Mobile Basics Guide.
See Also
User Guide (Sales and Sales Hub)
Dynamics 365 for Sales troubleshooting guide for
sales people
12/10/2018 • 4 minutes to read • Edit Online

Use the following list of troubleshooting topics to quickly find information to solve your issue.

Lead qualification issues and resolution


How do I convert or qualify my leads?
When you determine that the lead you’ve nurtured has a potential to turn into business, you qualify a lead. When
you qualify a lead, it becomes an opportunity. To qualify a lead, select Qualify on the command bar of the lead
record.

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.

Opportunity issues and resolution


How do I close an opportunity?
Whether your customer has accepted or rejected your proposal, it is a good practice to close the opportunity as
won or lost. When you close an opportunity, the opportunity is marked as complete, and can’t be changed. If you
want to make further changes to an opportunity, you can reopen it. At the time of closing the opportunity, enter
the Actual Revenue and Actual Close Date. The Actual Revenue is used for reporting purposes in charts and
reports in Dynamics 365 for Sales.
To close an opportunity, open the opportunity record, and on the command bar, select Close as Won or Close as
Lost.
Why am I not able to closing an opportunity?
Here are some errors that you may see while you close an opportunity.
1. The opportunity cannot be closed
2. Access denied or Insufficient permissions
3. The opportunity has already been closed
The following sections talk about each of these errors and how you can resolve them.
1. The opportunity cannot be closed
Reason:
There may be active or draft quotes associated with the opportunity.
Resolution:
1. In the Opportunity record, go to the Quotes tab (or Quotes line item tab).
2. Make sure none of the quotes are in the Draft or Active status.

2. Access denied or Insufficient permissions.


Reason:
You do not have sufficient permissions to the opportunity you are trying to close.
Resolution:
Ask your system administrator to grant you the necessary permissions.
3. The opportunity has already been closed.
Reason:
The opportunity that you are trying to close is already marked as Won or Lost.
Resolution:
If you want to make changes to the already-closed opportunity, reopen the opportunity, make changes, and close
it again.
I am unable to edit an opportunity?
If you have already closed an opportunity as Won or Lost, it becomes read-only and you can no more change it. If
you want to make any changes to the opportunity, reopen the opportunity.
To reopen, open the opportunity, and on the command bar, select Reopen Opportunity.

I am unable to add products to opportunity?


Here are some errors that you may see while you add products to an opportunity.
1. You must select a price list before attempting to add a product
2. You must provide a value for product description
3. You can only add active products
1. You must select a price list before attempting to add a product.
Reason:
You've not selected a price list for the opportunity. Selecting a price list is required to be able to add products to an
opportunity.
Resolution:
1. In the Opportunity record, go to the Product Line Item tab.
2. In the Price List field, select a price list for the opportunity.
2. You must provide a value for product description.
Reason:
While creating a write-in product, you've not entered the product name.
Resolution:
Enter the product name.
3. You can only add active products.
Reason:
While adding an existing product, you selected a product in the Draft status.
Resolution:
Make sure the product you want to add is in the Active state, and then add the product.
See Also
Dynamics 365 for Sales troubleshooting guide for administrators
Dynamics 365 for Sales troubleshooting guide for
administrators
12/10/2018 • 2 minutes to read • Edit Online

Use the following list of troubleshooting topics to quickly find information to solve your users' issues.

Lead qualification issues and resolution


Insufficient permissions or Access denied error when a user is trying to qualify a lead
How you resolve this error depends on the following ownership scenarios for the lead records.
The lead is owned by the user trying to qualify it
The lead that the user is trying to qualify is in their business unit
The lead that the user is trying to qualify is in their organization
Scenario: The lead is owned by the user trying to qualify it.
Resolution:
1. Go to Settings > Security Role.
2. Open the security role of the user.
3. On the Core Records tab, assign Create, Read, Append, and Append To permissions to the Security Role
at User level on the following entities:
Account
Lead
Contact
Opportunity

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

4. Assign Read access to any custom entity.


5. Assign Read access to Attribute Map, Customizations, Entity and Entity Map
Scenario: The lead that the user is trying to qualify is in their organization.
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 Organization
level on the following entities:
Account
Lead
Contact
Opportunity

4. Assign Read access to any custom entity.


5. Assign Read access to Attribute Map, Customizations, Entity and Entity Map.

Opportunity Close issues and resolution


Insufficient permissions or Access denied error when a user is trying to close an opportunity
Reason: The user trying to close the opportunity doesn’t have sufficient permissions on the opportunity they’re
working on.
Resolution:
1. Go to Settings > Security Role.
2. Open the security role of the user.
3. Assign Read, Create, Append, Append To permissions to the user’s Security Role at User level on the
Opportunity entity and custom entity.
See Also
Troubleshooting guide for sales people
Get started with in-app marketing (Sales)
12/10/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 for Customer Engagement apps version 9.x


Promote your business and improve sales with targeted marketing campaigns in Dynamics 365 for Sales. Create
activities for each campaign and assign them to different team members. Track customer response and costs for
each campaign. Follow this step-by-step guide to get started with your marketing campaigns.

Import contacts, accounts, and leads


Get your customer records into Dynamics 365 for Sales, and add these to marketing lists so you can target your
campaigns. More information: Import accounts, leads, or other data

Create marketing lists


Group accounts, contacts, or leads into a targeted marketing list. You can create a marketing list easily with the
search functionality in Dynamics 365 for Sales, so you find all of your customers in a particular area, for example,
and add them to the member list. More information: Create a marketing list using in-app marketing

Understand the difference between a campaign and a quick campaign


In the marketing area, use standard campaigns to manage the end-to-end process of a complete marketing
campaign, like managing campaign and planning activities, distributing the activities to other team members, and
tracking how the campaign did. Campaigns include extensive tracking features, including detailed information,
reports, and multiple marketing lists.
In contrast to standard campaigns, use quick campaigns to automatically distribute a single activity to selected
accounts, contacts, or leads, or to a single marketing list. The effects of a quick campaign are immediate.
Create a campaign or a quick campaign
Depending on your requirement, track your marketing activities through a campaign or a quick campaign. More
information: Create or edit a campaign using in-app marketing, Create a quick campaign using in-app marketing

Track a campaign response


Record the replies you get from the potential customers in response to a specific marketing campaign to make
sure your team can act on the responses. Measure the success of specific campaign activities based on their
response rates. More information: Track a marketing campaign response using in-app marketing

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.

Let your customers unsubscribe from marketing communications


You can enable customers to unsubscribe from email marketing communications your organization sends them.
More information: System Settings dialog box - Marketing tab
Note that you cannot add unsubscribe functionality to direct email or email templates.
See also
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
Track a marketing campaign response using in-app marketing
Overview of Sales
Create a marketing list using in-app marketing
(Sales)
3/15/2019 • 5 minutes to read • Edit Online

Applies to Dynamics 365 for Customer Engagement apps version 9.x


Your marketing list is the core of running a successful marketing campaign. It can include any one type of
customer record, such as leads, accounts, or contacts.
You can create two types of marketing lists:
Static Use a static list if you prefer to add and update members manually.
Dynamic Use a dynamic marketing list if you want the list to return a list of members dynamically when
needed, based on search criteria you set. For example, if you want to run a campaign to members of a
specific city, use a dynamic list. A dynamic marketing list retrieves the updated list of members each time
you open the list, create a quick campaign from the list, or distribute a campaign activity for a campaign
associated with the list.

Create a marketing list


1. Go to Marketing > Marketing Lists.
2. Click New.
3. Add or change the information in the Summary area. This screenshot provides an example.

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.

Add members to a static marketing list


1. In any marketing list record, in the Members area, click the Add button.
2. In the Manage Members dialog box, select one of the following options, and then click Continue.
Add using Lookup
a. In the Look Up Records dialog box, select your search criteria.
b. Select the records that you want to add, click Select, and then click Add.
Add using Advanced Find
a. In the Add Members dialog box, click Select, and then select the field on which you want to
search, such as Account Name or City. You can select fields from the current record type, or from
related record types. When you select a related record type, a new line appears with another Select
list for the related record type.
b. Click Equals, and then select a query relational operator (for example Contains or Begins With).
c. Click Enter Text, and then type the value that you want to locate.
d. To specify the columns to include in the search results, click Edit Columns, and then Add
Columns. Then select the columns that you want to add, and click OK.
e. Click Find.
f. Select the members that you want to add, select one of the following, and then click Add to
Marketing List.
Add only the selected members to the marketing list
Add all the members returned by the search to the marketing list
Remove using Advanced Find
a. In the Add Members dialog box, click Select, and then select the field on which you want to
search, such as Account Name or City. You can select fields from the current record type, or from
related record types. When you select a related record type, a new line appears with another Select
list for the related record type.
b. Click Equals, and then select a query relational operator (for example Contains or Begins With).
c. Click Enter Text, and then type the value you want to locate.
d. To specify the columns to include in the search results, click Edit Columns, and then click Add
Columns. Then select the columns that you want to add, and click OK.
e. Click Find.
f. Select the members that you want to remove, select one of the following, and then click Remove
from Marketing List.
Remove only the selected members from the marketing list
Remove all the members returned by the search from the marketing list
Evaluate using Advanced Find
a. In the Add Members dialog box, click Select, and then select the field on which you want to
search, such as Account Name or City. You can select fields from the current record type, or from
related record types. When you select a related record type, a new line appears with another Select
list for the related record type.
b. Click Equals, and then select a query relational operator (for example Contains or Begins With).
c. Click Enter Text, and then type the value you want to locate.
d. To specify the columns to include in the search results, click Edit Columns, and then click Add
Columns. Then select the columns that you want to add, and click OK.
e. Click Find.
f. Select the members that you want to keep, select one of the following, and then click Update
Marketing List.
Keep only the selected members in the marketing list
Keep all the members returned by the search in the marketing list

Define the member selection criteria for a dynamic marketing list


1. In any marketing list, on the command bar, select Manage Members.
2. In the Manage Members dialog box, click Select, and then select the field on which you want to search,
such as Account Name or City. You can select fields from the current record type, or from related record
types.
When you select a related record type, a new line appears with another Select list for the related record
type.
3. Click Equals, and then select a query relational operator.
4. Click Enter Value, and then type the value that you want to locate (for example, "Seattle" or "Email").
For some values, you can click the Lookup icon to open the Select Values dialog box and select the value
you want.
5. To specify the columns to include in the search results, click Edit Columns, and then Add Columns.
Select the columns that you want to add, and click OK.
6. Click Use Query to add the matching records to your dynamic marketing list.

Associate campaigns or quick campaigns to a marketing list


After you have created a campaign or quick campaign, you can associate it to your marketing list. You can also
create a new campaign or quick campaign from your marketing list.
1. In the Campaigns or Quick Campaigns area, click the Add button.
2. Search for the campaign or quick campaign you want to associate to this marketing list.

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

Applies to Dynamics 365 for Customer Engagement apps version 9.x


Send an e-mail blast to customers who fit a specific demographic, a mail campaign to clients in a specific region,
or perhaps a phone call campaign to previous buyers of a particular product by using a quick campaign in
Dynamics 365 for Sales. A quick campaign is a single campaign activity geared toward a targeted audience. Track
the success of your quick campaign through campaign responses, and convert the positive responses into new
leads, quotes, orders, or opportunities.

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

Applies to Dynamics 365 for Customer Engagement apps version 9.x


Add all items to your campaign that your need in this marketing context. Usually you need to add marketing lists,
but you might also want to refer campaigns to products and related campaigns, or you might want to add sales
literature that documents sales procedures.
1. Go to Marketing > Campaigns.
2. Choose the name of the campaign that you want to add a list, product, or sales literature to. In the nav bar,
click the down arrow next to your campaign.
The following table shows what you need to do to add each type of item.

TO ADD DO THIS

A marketing list Click Target Marketing Lists, and then click Add
Existing Marketing List.

A product Click Target Products, and then click Add Existing


Product.

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

Applies to Dynamics 365 for Customer Engagement apps version 9.x


Promote your business, expand your reach to new customers, and improve sales by using campaigns in
Dynamics 365 for Sales. Use campaigns to store all your marketing information and activities, and to measure
the success of your efforts. Campaigns contain planning tasks and campaign activities you need to manage for
the marketing campaigns.
Add strategic campaign information to your campaign, such as:
Budgets and expenses
Promotion codes
Target products
Marketing collateral, including sales literature
Target marketing lists
Campaigns can include whatever planning activities you want to perform before you launch the
campaign, and also the campaign activities you want to manage as part of the campaign. More
information: Add an activity to a campaign using in-app marketing
1. Go to Marketing > Campaigns.
2. To create a new campaign, click New.
OR -
To edit a campaign, open a campaign from the list.
3. Add or change information in the text boxes.
a. In the Campaign section, enter the campaign details such as, name, type, and the expected
response rate.
b. In the Schedules section, enter the proposed and actual start and end dates of the campaign.
c. Under Financials, enter details about the cost of the campaign and campaign activities, and the
budget and revenue of the campaign.
d. To track conversations in the planning phase of the campaign, in the Activities area, add activities.
More information: Add a phone call, task, email, or appointment activity to a case or record
4. When you're ready to save your data, click Save.
5. To add a marketing list to the campaign, in the Marketing Lists area, click +, and in the Look Up
Records dialog box, find and select a marketing list.
6. To create planning and campaign activities for your campaign, for example, identifying advertising
channels or prepare campaign communications to send to the members on the marketing lists, see Add
an activity to a campaign using in-app marketing.
See Also
Create a marketing list 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
Add an activity to a campaign using in-app
marketing (Sales)
3/15/2019 • 3 minutes to read • Edit Online

Applies to Dynamics 365 for Customer Engagement apps version 9.x


Make your marketing campaigns successful by creating, distributing, and assigning planning and campaign
activities in Dynamics 365 for Sales. Planning activities are those you want to perform before you launch the
campaign, and campaign activities are those you want to manage as part of the campaign. Examples of planning
and campaign activities you can add include:
Identify advertising channels and supporting materials
Contact media channels to reserve time or space for advertising
Create or refine target marketing lists
Contact a design agency to request creation of collateral pieces and advertising materials
By default, a campaign targets an activity to the group of marketing lists that you select for the campaign.
If you want to run a campaign activity on a subset of your marketing lists, you can distribute the activity to
certain members instead.

Add a planning activity to a campaign


1. Go to Marketing > Campaigns.
2. In the campaign record you want to add the planning activity to, on the nav bar, click the down arrow
next to the campaign you're working on and then click Planning Activities.
3. To add a new activity, click Add New Activity, and then select the type of activity you want to create.
-OR -
To add an existing activity, click Add Existing Activity. In the inline lookup field, search for and select the
activity.
4. In the new activity form, add or change information in the text boxes.
5. When you're ready to save your data, click Save.

Add a campaign activity to a campaign


1. Go to Marketing > Campaigns.
2. In the campaign record you want to add the campaign activity to, on the nav bar, click the down arrow
next to the campaign you're working on and then click Campaign Activities.
3. Click Add New Campaign Activity.
4. In the Summary section of the Campaign Activity form, enter the required information:
a. Subject. Type the objective of the campaign activity.
b. Used in Campaign. When you create the campaign activity from a campaign, the campaign is
automatically added here.
c. Scheduled start and end date. Enter the expected date and time the activity is scheduled to start and
end.
5. In the Anti-Spam Settings section, enter the frequency cap (in days) for marketing activities directed at
any contact. Contacts that have been contacted more recently than this will be excluded from new
campaign activity distributions. Enter "0" to disable the limit.
6. On the Campaign Activity form, select Save.
7. To add a marketing list, click +. In the Look Up Records box, type in your search and click the Search
button, select one or more marketing lists, and click Add.
8. To distribute the new campaign activity, on the command bar, click Distribute Campaign Activity.
9. In the activity form, type or modify information in the text boxes, and click Distribute.
10. Choose who will own the activities, and click Distribute.

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

Applies to Dynamics 365 for Customer Engagement apps version 9.x


Record the replies you get from potential customers in response to a specific marketing campaign to make sure
your team can act on the responses. Measure the success of specific campaign activities based on their response
rates. You can manually create campaign responses or have Dynamics 365 for Sales generate them
automatically.

Create campaign responses manually


1. Go to Marketing > Campaigns.
2. Select the campaign that you want to add campaign responses to, and under Responses, click Add .
3. Add information in the Campaign Response form.
4. Click Save.

Create campaign responses automatically


1. Make sure that you have the 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 > Administration.
3. Click the System Settings > Marketing tab.
4. Set the Create campaign responses for incoming email option to Yes.

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

Applies to Dynamics 365 for Customer Engagement, version 9.1.0


Dynamics 365 AI for Sales enables salespeople to build strong relationships with their customers, take actions
based on insights, and close sales faster. These features are categorized as follows:
Dynamics 365 AI for Sales capabilities for sellers: Helps you to with leads and opportunities to
prioritize, view activity history, intelligent suggestion on notes, conversation starters of customers, and
contacts who can introduce to a customer. This includes the following features:
Relationship analytics
Predictive lead scoring
Predictive opportunity scoring
Notes analysis
Talking points
Who knows whom
These features are available only in North America (NAM ) region and you must purchase Dynamics 365 AI
for Sales license to use.
More information on Dynamics 365 AI for Sales capabilities for sellers, see Get insights on opportunities,
activities, leads, and interactions of customers
Dynamics 365 AI for Sales capabilities for sales managers: Helps you with proactively analyzing sales
data and provide with insights on sales performance, evaluate and improve the performance of sales teams,
and optimize sales strategies through relationship health scores. This includes the following features:
Business report
Team report
Call intelligence
These features are available only in North America (NAM ) region as preview and you must purchase
Dynamics 365 AI for Sales license to use.
More information on Dynamics 365 AI for Sales capabilities for sales mangers, see Unlock sales potential
with Dynamics 365 AI for Sales
See also
Overview of Dynamics 365 AI for Sales
Developer Guide for Dynamics 365 for Sales
4/2/2019 • 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

Applies to Dynamics 365 for Customer Engagement apps version 9.x


This action is used to trigger out of the box price calculation for Opportunity, Quote, Sales Order or Invoice
entities. This action is applicable for both server and client invocations.

Parameters
NAME TYPE REQUIRED DESCRIPTION

entityLogicalName String Yes Entity logical name

entityId GUID Yes Entity GUID

Examples
Server Invocation
Request

POST [Organization URI]/api/data/v9.1/RecalculatePrice


{
"entityLogicalName": "quote",
"entityId":"91F3EDB0-213B-E911-8190-000D3AFD8945"
}

Response

HTTP/1.1 204 No Content


OData-Version: 4.0

Client Invocation

var recalculatePriceRequest = new ODataContract.ReCalculatePriceRequest({guid:


ClientUtility.Guid.create(Xrm.Page.data.entity.getId())}, Xrm.Page.data.entity.getEntityName());
Xrm.WebApi.online.execute(recalculatePriceRequest).then(() => {
);