Exercise - Build relationships by using Embedded Intelligence

The Embedded Intelligence suite of features in Microsoft Dynamics 365 lets organizations use the power of artificial intelligence to engage and interact with customers. Embedded Intelligence includes three key features: the Relationship Assistant, Auto Capture, and Email Engagement.

The purpose of this hands-on-lab is to introduce you to working with Embedded Intelligence.

Learning Objectives

At the end of this exercise, you will be able to perform the following tasks:

  • Configure the Dynamics 365 Embedded Intelligence feature.
  • Enable and configure the Relationship Assistants Advanced Relationship Cards.
  • Use the Auto Capture feature.
  • Use Email Engagement to send and track email communication.

Estimated time to finish this lab: 15 to 20 minutes

Before you begin

To get the most out of this lab and the other labs, we recommend that you have some sample data to work with in your system. If the instance that you're working with doesn't have any sample data, follow these steps to add the stock sample data.

  1. In your Dynamics 365 instance, go to Settings > Data Management.
  2. Select Sample Data.
  3. If the sample data isn't installed, select Install Sample Data. The sample data might take a few minutes to appear, but you can continue to use the application while it's installed.
  4. Select Close.

Prerequisites

Some of the Embedded Intelligence features require that other features in your organization be set up. Here are the features that are used as part of Embedded Intelligence:

  • E-mail server-side synchronization for each user's mailbox- This feature is used for the Auto Capture and Email Engagement features.
  • Microsoft SharePoint server-based integration- This feature is required to track attachments as part of the Email Engagement feature.
  • Microsoft OneDrive for Business integration- This feature is required to track attachments as part of the Email Engagement feature.

If these features aren't set up in your organization, you won't be able to use the Embedded Intelligence feature later in this lab. You can use the following procedures to do the required setup.

Set up the email integration

  1. In Dynamics 365, go to Settings > Email Configuration.

  2. Select Mailboxes.

  3. Open the mailbox record for your account.

  4. Make sure that your mailbox is set up as shown here:

    • Server Profile- Microsoft Exchange Online
    • Incoming Email- Server-Side Synchronization or Email Router
    • Outgoing Email- Server-Side Synchronization or Email Router
  5. Select Approve Email.

Note

You must approve the mailbox before you can send and receive email.

  1. Select Test & Enable Mailbox. Wait for all the tests to be completed before moving to the next step. This can run in the background while you move on to other tasks.

Turn on the server-based SharePoint integration

Follow these steps to turn on the server-based SharePoint integration for your Dynamics 365 organization.

  1. Go to Settings > Document Management.
  2. Select Document Management Settings.
  3. Select the Email entity. Followed attachments won't work if this entity isn't selected.
  4. Select any additional entities that you want the document management to be available for (for example, leads, accounts, or opportunities), and then select Next.
  5. Select Next again.
  6. Select Finish.

Set up the OneDrive for Business integration

Follow these steps to set up the OneDrive for Business integration for your Dynamics CRM organization.

  1. If necessary, go back to Settings > Document Management.
  2. Select the Enable OneDrive for Business check box, and then select OK.
  3. After the page is refreshed, select the OneDrive for Business Folder Settings.
  4. Accept the default folder name, or enter a name of your choice, and then select OK.

Set up Embedded Intelligence

Scenario: Your organization recently deployed Dynamics 365 to help manage its sales relationships with its customers. The main reason for taking this step was that the organization has started to lose customers, and there's concern that customers are leaving because the organization just isn't building solid client relationships as it once did.

Discussions with customers have revealed that account executives aren't reaching out to them as often as they should be. And when they do reach out, they aren't aware of specific information that's influencing the customers' decisions. Customers want to make sure not only that account executives understand their customer base better, but also that all relevant activities with customers are tracked and captured. These activities include both communication that's initiated by the customer and communication that's initiated by the account executive.

The organization believes that the Embedded Intelligence features in Dynamics 365 will help. You've been asked to set it up it so that the organization can start to track customer communication better.

There are three main Embedded Intelligence features that your organization wants to implement:

  • Relationship cards, to better remind account executives when items like tasks and appointments are due.
  • Auto Capture, to recommend emails that might be relevant to Dynamics 365 records (for example, opportunities).
  • Email Engagement, to help track when clients open emails, and to define specific actions that should be taken when clients do and don't open emails.

High-level steps

To successfully finish this practice exercise, you must complete the following tasks:

  • Turn on and set up the advanced relationship cards feature in Dynamics 365.
  • Turn on the Auto Capture feature for email.
  • Turn on and set up the Email Engagement feature to track email communication with customers.

Detailed steps

System configuration

  1. In Dynamics 365, select the down arrow next to the Dynamics 365 text, and then select Sales Hub in the application navigation.

  2. In the site map, select the ellipsis button (...), and then select App Settings.

  3. Under Sales Intelligence, select System Configuration.

  4. To begin the initial configuration, you must accept the privacy statement for working with external systems. Select I Accept.

  5. By default, Dynamics 365 uses basic relationship cards for items like tasks and appointments. To use more advanced relationship cards, in the Relationship Assistant section, select Configure.

  6. In the Advanced Cards section, select the Enable enhanced cards for your Organization check box.

  7. Select Save.

    Five additional options will appear in the Advanced Cards section:

    • Email Cards from Exchange
    • Relationship analytics Cards
    • Email engagement Cards
    • Productivity Cards
    • "Today" Cards
  8. Expand Relationship analytics Cards, and enter the following values:

    • No Activity with Account- 25 Days
    • No Activity with Case- 5 Days
    • No Activity with Contact- 25 Days
    • No Activity with Lead- 10 Days
    • No Activity with Opportunity- 20 Days
  9. Select Save to save your changes.

  10. On the Overview tab, make sure that the Auto Capture feature is turned on.

Important

Before you can actually start to capture email, server-side email synchronization must be turned on for your organization.

  1. In the Email Engagement section, make sure that the email engagement feature is turned on. If it isn't, select the option to turn it on.

Note

Before you can make changes in the Email Engagement section, you might be prompted to grant permission. In this case, select Grant Permission. The page is reloaded.

Personal configuration

After Embedded Intelligence has been set up at the organization level, individual users can set up the specific relationship analytics items that they want to use.

  1. If necessary, in the site map, select the ellipsis button (...), and then select App Settings.
  2. Under Sales Intelligence, select Personal Configuration.
  3. Expand Relationship analytics Cards.

Notice that you can't change the day setting. Those values are controlled by the system configuration.

  1. Clear the No Activity with Case check box.
  2. Select Save.

Use the Relationship Assistant feature

Now that Embedded Intelligence is turned on for the organization, you can start to use the features that are part of it.

Create an account record

  1. In the site map, go to Sales > Leads.

  2. On the command bar, select New.

  3. Enter information for either your company or a company that you do business with. Alternatively, you can enter the following values:

    • Account Name- Microsoft
    • Phone- 701-555-1900
    • Website- www.microsoft.com
    • Ticker Symbol- MSFT
    • Address- One Microsoft Way, Redmond WA, 98052
  4. Select Save & Close.

Add Patty Brown as a contact

To fully try the Embedded Intelligence features, you must be able to use a record that has a valid working email address. Therefore, you'll add a new contact for Patty Brown and add her as a contact for the account record that you just created. Patty will use your email address.

  1. If necessary, reopen the account record that you created earlier.

  2. In the Contacts sub-grid, select New.

  3. In the Contact Quick Create dialog box, enter the following values:

    • First Name- Patty
    • Last Name- Brown
    • Job Title- CFO
    • Email- Your business email address

Note

The value of this field must be an address like a work or personal email address. You can't use the email address that you're using for the trial.

  1. Select Save.
  2. In the account record, in the Primary Contact field, select Patty Brown.
  3. Save the account record, but leave it open for now.

Add an opportunity record for the account

The Relationship Assistant feature will start to show relationship cards as soon as data in the system meets the requirements that were defined when Embedded Intelligence was set up. In this procedure, you'll add supporting activities to help fill in information for some of the Relationship Assistant features.

  1. If necessary, reopen the account record that you created earlier.

  2. Select Related, and then, on the menu that appears, select Opportunities.

  3. Select Add Opportunity Record.

  4. Enter the following values for the new opportunity:

    • Topic- Interested in Several Products
    • Contact- Patty Brown
    • Est Revenue- $25,000.00
    • Est Close Date- Tomorrow's date
  5. Select Save.

You're taken back to the account record.

  1. From the Opportunity Associated View sub-grid, open the opportunity that you just created.

  2. In the record's timeline, select the ellipsis button (...), and then select Appointment.

  3. Enter the following values for the new appointment:

    • Subject- Dinner Meeting
    • Location- A Restaurant
    • Start Time- Today at 7:00 PM
    • End Time- Today at 9:30 PM
    • Description- Dinner meeting to discuss the specific purchasing options that are available.
  4. Select Save.

  5. Return to the account record. You should see an action card for the opportunity that you created earlier.

  6. Select the action card to open it.

The opportunity record should be opened, and you should see two action cards in it.

  1. Select the ellipsis button (...), and then select Dismiss.
  2. Select Open Appointment on the Meeting at 7:00 PM card.
  3. Select Mark Complete to complete the appointment.

Use the Auto Capture feature

To successfully do this exercise, you must set up your mailbox record as described earlier. If your mailbox isn't set up correctly, you won't get the full experience of the Auto Capture feature.

  1. Open your personal or work email account in your preferred email program.
  2. Send an email to the address that's associated with your Dynamics 365 Trail organization.

For example, send the email to derikb@derikb.onmicrosoft.com.

  1. Wait several minutes for the email to be sent, received, and synced with your Dynamics 365 instance.
  2. In Dynamics 365, open the Patty Brown contact record that you created for yourself earlier.
  3. Look at the record's timeline. You should see an untracked email for the email that you just sent.
  4. Select Track.

The email is now tracked in Dynamics 365, and it will be visible to anyone who has access to the contact record. (It might take a few minutes for the email to be changed from untracked to tracked.)

Use the Email Engagement feature

To successfully do this exercise, you must set up your mailbox record as described earlier. If your mailbox isn't set up correctly, you won't get the full experience of the Email Engagement feature.

You must send some time-sensitive information to a customer, and you want to be able to learn when the customer opens the email. You also want a reminder to be triggered if the customer doesn't respond by a specific time.

  1. In Dynamics 365, open the Patty Brown contact record that you created for yourself earlier.
  2. On the Activities tab, select the ellipsis button (...), and then select E-mail.
  3. Enter the following information in the email:
    • From- Your Dynamics 365 user account
    • To- The contact that you created for yourself
    • Subject- Are you still interested?
    • Body- I just wanted to verify that you are still interested in working with us. If you could get back to me as soon as possible that would be great.

Notice that the email is set to be followed by default. You can unfollow the email if you want.

  1. Select Set Reminder.

  2. Enter the following values for the new reminder:

    • Condition- If I do not receive a reply by
    • Remind By- Two days from today's date
    • Comment- You need to follow up with
  3. Select OK.

  4. Select Save to save the email, but leave it open.

  5. In the Attachments sub-grid, select Add Attachment.

  6. Select Choose File, select any file on your computer, and then select Attach.

  7. Select Follow.

Note

If you don't have the option to follow the attachment, make sure that you've set up the SharePoint and OneDrive for Business integrations, and that you've turned them on for the email entity.

  1. Select Close.

  2. Select Send to send the email.

    • You might have to wait several minutes to receive the email.
  3. After you receive the email, open it, and select the attachment. You're taken to the shared attachment that's stored in OneDrive for Business.

  4. Reply to the email with something like "Thanks." You might have to wait several minutes for everything to be processed.

  5. In Dynamics 365, open your contact record, and then select the Activities tab.

  6. Open the tracked email. You can see the activity in the Recipient Activity section