In this two-part blog series, we’ll explore the technology that is revolutionising customer service delivery in government. In our first installment, we examine the technology transformation from the perspective of back-office processes.
Every user who would like to have access to PowerEmail (anyone who is sending out emails from CRM) will need the PowerEmail security role assigned to them. System Administrators will automatically see PowerEmail in their left navigation and be able to use PowerEmail without even having the security role assigned. The PowerEmail Service Account security role is meant to be assigned to a user who does not have the System Administration security role but whose CRM login information is listed in the PowerEmail configuration screen, under the CRM Login section.
Users will also need to be assigned the PowerEmail App User role to access the PowerEmail model driven app.
If you are using server to server authentication, you will also need to apply a security role to your application user, along with a role that allows that user to read/write (for example, a sales admin role).
Once you have imported and registered the PowerEmail solution for your Microsoft Dynamics CRM system it will need to be configured. To configure PowerEmail navigate to Settings > Solutions and double click on PowerEmail.
The first step you want to take is to import an image to the solution. This image will appear at the bottom of the emails that are sent out of CRM using PowerEmail. This image is used to track opens and could be a logo, another picture or a small one-pixel image as long as it is a .jpg or .png image file. Only one image can be uploaded per CRM system. To upload the image navigate to the Image Uploader tab in the solutions window select ‘Add Image’ and select the image you’d like to upload. Also, take note of the name and file extension of your image. You will need to know this in the next setup step.
If you have multiple images in the image uploader you can click on the 'Set Default Image' button in the ribbon to specify which image you would like to appear on emails.
Note: Remember to change the resolution of your image before you upload it. If you upload a very high resolution images here, you will end up with a very large image below the text of your email. Also, if you do not upload an image the PowerObjects logo will be displayed by default.
Now that you have your PowerEmail Image set up, navigate to the PowerEmail Configuration tab.
Here you will enter the name of the image you have uploaded along with the suffix indicating the image type (.png, .jpg, etc.). To change this field, double click in the value column.
This will be displayed in lieu of the image, if the email recipient decides not to download images. To change the text in this field, double click in the value column.
You can use this token to place the image somewhere other than at the bottom of your PowerEmail. For example, you can use your company logo as your tracking image and insert that image above your signature in the email by using the |poTrack| token.
Note: The tracking token is case sensitive
This gives you the option to decide whether or not to track opens in your emails. If you would not like to track email opens, simply click in the value field where it says “Yes” and type “No.”
This field gives you the option to decide whether or not you’d like to track the links that your recipients are clicking on within the emails you send them. If you do not want to track clicks, simply click in the value field where it says “Yes” and type “No.”
This is the text that will appear at the bottom of each bulk email you send (individual CRM emails will not have this option). When someone clicks on this link at the bottom of your email, the “Marketing Materials” option will be set to “Do Not Allow” on their CRM record.
This field shows you where the ‘Unsubscribe Link Text’ will appear in your email. Left aligned, center aligned, or right aligned. To change this field, click in the value column next to the setting, and type either Left, Right, or Center.
This is the Azure cloud that you'd like to utilize for staging the opens and clicks in the event that your CRM is unavailable. Select the location closest to you, you can choose from Central US, Brazil, Western Europe, and East Asia.
Once you are finished making changes to the configuration tab make sure you select save. If you’d like to reset the values here to the default values, choose “Reset”.
To use PowerEmail, one of the two below forms of authentication is required. From November 9th onwards, PowerPack add-ons will be supporting ServertoServer authentication (recommended and supported for CRM online) along with IFD authentication (supported for on-premises). If you are on version 220.127.116.1174 or above of Dynamics 365, you will not be able to authenticate using username and password at all. Instead, you will be required to use ServertoServer authentication, as Microsoft turned off authentication using App password starting with this version.
Configuring PowerEmail using servertoserver authentication
Check out this blog for instructions on how to set up servertoserver authentication. Then, navigate to the PowerEmail configuration page authentication tab, and select “server-to-server” as your authentication method. Add your App ID, App Secret, and Tenant ID, and click on “save.”
Configuring PowerEmail using username and password
If your CRM is on-premise or you have a version of Dynamics 365 online that is below 18.104.22.16874, you can still authenticate using username and password. If you have MFA enabled, you will need to create an app password and then enter in your username and app password into the PowerEmail configuration page as usual
By default, all emails sent out of your CRM system will be tracked by PowerEmail. If you do not want them to be tracked, simply uncheck the ‘Track this email’ checkbox found on the email form and then compose your email as you normally would. If you would like this checkbox to be unchecked by default, you can customize the form and change the default.
When the email arrives in the recipient’s inbox, it will look something like this:
Note: If the email is sent in bulk a small “click here to unsubscribe” link will be added to the bottom of the email. Also, PowerEmail will not append tracking tokens or set the email regarding a record in CRM if the email is created in Outlook. The email message itself must be created inside of CRM and sent from CRM in order for the open and click tracking to work.
If you would like to see if your email has been opened or if the links within the email have been clicked on, navigate to the CRM record and under the activities section open the email you sent. When you open that email record you will notice that there is an area called “PowerEmail.” This area will show you the tracking information for the email including; the number of times the email was opened, when it was first opened, when it was last opened, and any URL’s that were clicked on within that email.
This field will show you the total number of times the recipient opened the email. Note: the recipient has to have downloaded the image at the bottom of the email in order for PowerEmail to count an open.
This field will show you when the recipient first opened the email.
This field will show you when the recipient last opened the email.
This view depicts each time a URL within this particular email was clicked on, showing you the exact URL, and the exact Date/Time the URL was clicked on.
In the PowerPack section of your CRM, you will see a section called PowerEmail URL Clicks. This is where all URLs that are clicked on in any email sent out of CRM are tracked. If you’re interested to see how many people clicked on a specific link in an email, you can either sort by URL name or do an Advanced Find to see those clicks.
Also under the PowerPack section, you will see a section called PowerEmail Opens. This area will list all of the different emails that were opened, sorted by when the email was originally created.
If you import PowerEmail and you’re not ready to use it yet or you need to stop the PowerEmail functionality, you can deactivate the plugins related to PowerEmail. Please note that if you do deactivate these plugins PowerEmail will not function until your re-activate the plugins.
To deactivate the plugins, please navigate to CRM and go to Settings > Customizations > Customize the System and click on SDK message processing in the left navigation.
Find the plugins related to PowerEmail. Select all of the PowerEmail plugins (there should be 2) and click ‘Deactivate’ at the top of the screen.
Then ‘Save’ & ‘Publish All Customizations’
To reactivate the plugins, choose the two plugins again, and click on ‘Activate’ then ‘Save’ & ‘Publish All Customizations.
PowerEmail is compatible with the Dynamics 365 online UCI. Make sure you have the UCI compatible version downloaded from our website and installed in your CRM.
Once you have PowerEmail installed you can to add it to your sitemap, along with the entities and web resources the solution provides by editing an app and adding the components in your app designer.
Uninstall as usual, by navigating in CRM to the solutions list, selecting the PowerEmail Solution and deleting.
Deleting the solution will remove all existing PowerEmail clicks and opens in your system and information related to the PowerEmail add-on. If you do not want these activities to be deleted you can simply unsubscribe from PowerEmail but leave the solution in your system.
Uninstalling the solution does not unsubscribe the solution. If you're discontinuing use of the add-on, you must first unsubscribe in the solution.
Thank you for your interest in PowerEmail, should you choose to subscribe you will be charged $1/enabled CRM user/month. If you have any questions or run into any issues with PowerEmail, our friendly support team is here to help!