Save time on common communications

This time in Microsoft Dynamics Support, we’ll look at how to create an email template in Microsoft Dynamics 365 Customer Engagement and then use that template in an Outlook email.

Email templates save you and your organization time by providing pre-built messages for common email types so you don’t have to re-enter the same email over and over again.

See below for full instructions:

Create an email template in Microsoft Dynamics 365

1. Click on the settings gear on the right side of your navigation bar, then choose Advanced Settings from the dropdown menu to open the legacy web interface in a new browser window.
2. From the legacy navigation bar, go to Settings > Business > Templates.
3. Click on Email Templates, then click New:

4. Choose the email template type by selecting an entity to link your template to, or by selecting “Global” to create a template that is available to any record type, then click OK:

Note: template type will determine which entities/fields will be available to merge into the email template, as well as what record types can access the template.

For instance, if Global is selected as the template type, only the User entity is available for mail merge, but the template will be available to all record types. If Contact is selected as the template type, fields from both the Contact and Account entities are available to add to the email template, but the template will only be available for Contact records.

5. Edit your template by typing directly into the title, description, subject, and message fields.

6. To add data fields from Dynamics 365 to the email template, click Insert/Update:

7. Click Add, then Select the Record Type (entity) and Field you would like to insert:

8. When you are satisfied with your template, click Save and Close.

Use a Dynamics 365 email template in Outlook

Note: To use a Dynamics 365 email template in Outlook, the email address you are sending to must be associated with a lead or contact record in CRM. If it is not, you will need to track your email against a specific record using “Set Regarding” before you can insert a Dynamics 365 template. This may require you to create a new record.

1. Open Outlook and start a New Email.

2. Click on the Dynamics 365 button on the top right to open the Dynamics 365 App.

3. From the Dynamics 365 App, click on the template icon, then choose Add Template from the dropdown menu:

4. Choose the entity your template is associated with, then click Select.

Note: This selection will determine which email templates are available. For instance, if you select Contact here, you will see only Contact templates. 

5. Select the appropriate template, then click Add to Email: 

6. (optional) If you wish to track your email in CRM, simply click Set Regarding in the Dynamics 365 App and select the record you want to add your email to.

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