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Dynamics 365 Relationship Insights - What You Need To Know About It

Relationship Insights, is the vast collection of customer-interaction data already stored in your Dynamics 365 and Microsoft Exchange systems, to help you better understand your business relationships, evaluate your activities in relation to previous successes, and choose the best path forward. Relationship Insights includes the following features, which all work together to amplify their individual strengths:

  1. Relationship assistant
  2. Email engagement
  3. Auto capture

Relationship Assistant:

The relationship assistant is constantly at work, keeping an eye on your activities, plans, data records, and communications with customers. It watches your daily actions and communications and uses them to drive insights that help you focus on what’s important today, and how to optimize your communications to help nurture healthy business relationships going forward.
Through a series of alert cards, the new Relationship Assistant for Dynamics 365 helps users to stay on top of their day by steering action.

To get started, you will need to accept preview terms and enable the features for Auto Capture, Relationship Assistant and Email Engagement as shown below.

Once enabled, you can review action cards that will automatically become available in the social pane in several of the primary records such as Opportunities, Accounts, and Cases.


For example, looking at the below Opportunity record the Relationship Assistant highlights an opportunity on this record.

The system reminds you of upcoming activities, phone calls, and meetings; it evaluates your communications and suggests when it might be time to reach out to a contact that’s been inactive for a while; it identifies email messages that may be waiting for a reply from you; and it alerts you when an important opportunity is nearing its close date.

The Relationship Assistant can be applied to additional Dynamics 365 dashboards as a web resource. Mobile users have clear visibility of the Relationship Assistant upon opening the Dynamics 365 app on a mobile device. Some more examples of card types include:

Base Cards

  1. Opportunity close date approaching
  2. Emails due to be sent today
  3. Meeting today
  4. Missed opportunity close date
  5. Phone call scheduled today
  6. An agenda for a custom appointment scheduled today

'Today' Cards

  1. Reminders to capture notes from recent meetings
  2. Top people who the user will be working with today
  3. Top records which a user is scheduled to work on today

Email Cards from Exchange Online

  1. Customer questions
  2. Competitors mentioned
  3. File requested
  4. Important email sent by customer
  5. Customer issue detected
  6. Meeting requested
  7. New lead or up-sell opportunity when a buying signal is detected

Relationship Analytics Card
These report if expected actions have not occurred within a defined number of days on Accounts, Contacts, Leads, Opportunities, Cases and Lead records in Dynamics 365.

Productivity Cards

  1. Nearby customers
  2. Relevant news
  3. Stock updates
  4. Upcoming flight
  5. Upcoming meeting

Once the Relationship Assistant feature is enabled by a system administrator, a default setting can be applied, but ultimately individual users are able to define what type of cards are shown to them in Dynamics 365.

Email Engagement

With Email Engagement, the Relationship Assistant will provide alerts on email activity send from Dynamics 365. From each email record, Email Engagement information details recipient open and click actions:
It helps you to create more effective email messages – and to learn how your contacts are interacting with them. Stay on top of your email and prioritise those prospects or customers that are most engaged.


 

From each email record, Email Engagement information details recipient open and click actions. This requires email activity to be 'followed'. 

 

Write your messages when it’s convenient for you, but schedule delivery for when they’re most likely to be noticed and read by recipients. The system even checks recipients’ time zones to provide advice about when the best delivery times might be.
Set yourself a reminder for when it’s time to follow up on a message. Your reminder is provided as an action card displayed by the relationship assistant, so it will be brought to your attention right away. Each card includes links to help you investigate, act upon, snooze, or dismiss the card.

 

This can be enabled as a default setting and also be controlled within an individual account, contact or lead record in Dynamics 365:

  1. A default alert can also be set for a specific date and time which makes this an alternative option to follow up emails compared to scheduling a regular activity.
  2. Emails can be sent from Dynamics 365 immediately, or use Email Engagement capabilities to schedule the message for a later date and time.
  3. Further capabilities include optimising the most effective delivery time based on a recipient's time-zone and recommendations on which email template will be most effective based on previous email interactions.
  4. A summary of recipient email interactions will also be shown on the main activities panel in Dynamics 365:

Email Auto-Capture

Dynamics 365 can now analyse your inbox directly on Microsoft Exchange to find all messages that might be relevant to your work in Dynamics 365.
The system looks for messages to or from relevant email addresses, and presents you with the relevant messages right in Dynamics 365. With just one click, you can track any of the suggested messages in Dynamics 365, which makes them available to your sales team and also for use by other Relationship Insights features. You can still track messages in Dynamics 365 in all the ways that you could before, including by using Dynamics 365 App for Outlook or tracked folders. 

 

All tracked messages in Dynamics 365 are available to Relationship Insights features.


Conclusion: The above article provided information on Relationships Insight in Dynamics 365 to better understand the RELATIONSHIP INSIGHTS with its features Relationship Assistant, Email Engagement and Auto Capture. I hope you have learned about Dynamics 365's Relationships Insight, and its features in detail in this article.

Please do leave feedback/comments below including any experience on the same topic that you would like to share. Thanks.

Dynamics365Authority.com is an ultimate source of all the key references on MS Dynamics 365 + Office 365 + MS Azure etc.- please use the CONTACT US form to connect with Urish Arora.

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Posted: Jan 25, 2018,
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Author: Urish Arora

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