Use the email tracking feature

Dynamics 365 for Sales includes the ability to track opens, link clicks, and attachments to emails sent to customers, which is great because Salesforce requires you to purchase Pardot separately, but it’s available at no extra cost!

Reference Technical Information

Using Email Engagement to View Message Interactions

The setup is very simple, so I will summarize the steps.

Setting up an email profile

Set up an email profile so that you can send emails in Dynamics.

Note that this setting can only be configured for one instance on one tenant. Note that it is not possible to set this up on multiple instances.

In Dynamics 365, go to “Settings” and click “Email Access.

Open your mailbox.

Open the mailbox you want to enable mail for.

First, set the “Sync Method” as follows and save it.

Click on “Approve E-mail” in the top menu, and then

OK” in the dialog.

Click “Test and Activate Mailboxes” in the top menu, and then

Check the checkbox in the dialog and say “OK”.

Click “Notifications” in the left panel and wait for a while.

Click the “Update” button, and if the transmission, reception, and synchronization are successful as shown below, you are done.

To enable email for multiple accounts

Activating emails one by one will take a long time, so do it for multiple accounts at the same time.

Check all the mailboxes you want to configure, and click the “Edit” button.

Set the synchronization method as described above.

Now you need to “Approve Emails” and “Test and Activate Mailboxes”.

Follow the steps in the order and you are done.

Enable email tracking.

There is an email tracking feature in Sales Insights that you can set up.

In 8.2, it was a preview version, and now it’s available in 9.

Click on “Sales Insights” under “Settings”.

It’s under “Email Engagement.

Click “I agree” in the Terms of Service.

Click “Grant permission” under “Email Engagement.

Click “Accept” with the requested permissions.

If the screen looks like the one below, you have succeeded.

Go back to the previous screen and click “Settings” under “Email Engagement.

If email engagement is not enabled, turn it on. Enable it.

Now you are all set. That was easy, wasn’t it?

operation check

Now let’s see how it works.

Let’s create one e-mail.

*The mail will actually be sent to you.

Don’t test with actual customer information.

Create a new e-mail to your business partner (for testing).

Fill in the subject and body of the message and send it.

At this point, make sure that “Email Engagement” is displayed as shown in the lower right corner of the screen.

*If it is not displayed, it cannot be tracked properly.

Confirm that the mail has been received (opened) in the mailbox where you received it.

A few minutes later, I open the email record you sent.

You can see that the tracking results are displayed as shown in the figure below.

You were working correctly!

You can also add links to the body of the email, and

It is also possible to track the opening of attachments, so give it a try.