WORKING WITH EMAIL

CRM is integrated with Office 365 so that email can be sent from CRM using your own email address. When your mailbox is connected to CRM, an automated test will be completed and you will receive an automated test message from CRM.

Sending Email from CRM

Once your mailbox is configured in CRM you can send email messages directly from CRM. You are encouraged to send as many email activities directly from CRM as is efficient for you to do so. These communications are automatically tracked and provide a history of communications in CRM for others to pick on if required.

You are especially encouraged to send emails as email activities in CRM for thr purposes of

• Sales process emails including responding to inquries and sending quotes
• Operations/service case related activities

Adding Email Activities to Existing Records

Some processes automatically create emails, and several pre-generated email templates exist in the system. In addition though you can add new emails to almost any record in the system, and these emails will be tracked along with the record. To send an email to an existing activity follow the steps below. This example uses opportunity but the basics for all record types is the same.

• Open the opportunity record
• Open the Common and Related menu - click the small down arrow in the top blue bar to the right of your opportunity name
• Click on Activities (in the Common area)
• Click on "Add New Activity"
• Select "Email"
• Add a To, complete the subject and content areas and click "Save"
• Click Send to send your email

Email Tracking

Email tracking in this version of CRM has been limited to only track email messages that are sent from CRM, and emails that are responding to those messages. Other messages that you send directly from Outlook will not be tracked unless you manually, specifically track them using the updated Outlook plugin.

In addition the automatic record creation for CRM email tracking has been limited.

Email tracking policies in CRM are configurable on a per-user basis and have been pre-set to align with the above policies. As per these policies, if user settings for email tracking are changed mailboxes for those users will be disconnected from CRM to prevent unwanted email tracking.

The policies that must be in place are:

• Track email messages must be set to "Email messages in response to CRM email"
• Create must either be off, or set to "Contacts"

If you have questions regarding email tracking please contact [email protected]

Special Notes

Please note that for sending email, your normal Office 365 mailbox is used, normal Office 365 policies regarding message throttling apply. You may not use CRM email to send bulk email messages, attempting to do so may result in your email account being throttled or suspended by Microsoft.

Additional tools and services are available for such purposes. If you have questions regarding large emailings please inquire with Stephanie.