Preview feature: Configure Relationship Insights features

Dynamics CRM 2016
 

Updated: January 20, 2017

Applies To: Dynamics 365 (online), Dynamics 365 (on-premises)

We're introducing a new suite of features called Relationship Insights. These features continuously analyze the vast collection of customer-interaction data already stored in your Dynamics 365 and Microsoft Exchange databases, 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:

  • Relationship assistant

  • Email engagement

  • Auto capture

More information:  Preview feature: Relationship Insights overview

A preview feature is a feature that is not complete, but is made available before it’s officially in a release so customers can get early access and provide feedback. Preview features aren’t meant for production use and may have limited or restricted functionality.

When fully included in the product, Relationship Insights will help sales and support people work more effectively while nurturing and enhancing their business relationships.

System_CAPS_importantImportant

Microsoft doesn't provide support for this preview feature. Microsoft Dynamics 365 technical support won’t be able to help you with issues or questions. Preview features aren't meant for production use and are subject to a separate supplemental terms of use for preview features.

We are making this preview available so that you can try it and let us know what you think. Your feedback will help us prioritize work to include the capabilities you need most. We ask that you give us your suggestions and report problems by using our publicly-available feedback site: Microsoft Ideas

The Relationship Insights preview is not enabled by default. You need to enable each feature before you can use it. You can enable and use each feature individually or in any combination. To enable a preview feature, you must be a Dynamics 365 administrator.

  1. Go to Settings > Administration.

  2. Choose System Settings, and then click the Previews tab.

  3. Read the license terms, and if you agree, select the I’ve read and agree to the license terms check box.

    Previews settings dialog

  4. Scroll down to the Relationship Insights section and select the Yes radio button for each preview feature you want to enable.

    System_CAPS_noteNote

    If you enable email engagement, then we strongly recommend that you also enable the relationship assistant because email engagement relies on some of its features.

More information:  What are Preview features and how do I enable them?

System_CAPS_noteNote

Once you have enabled each of the preview features that you want to use, they become available as options on your site, just as they are expected to be in the final release. However, you'll still need to set up each feature as needed, and some features require additional prerequisites. See the remainder of this topic for details.

All Relationship Insights features are available as preview features in the December 2016 update for Microsoft Dynamics 365 (online) and are only available in North American sites that use US English (en-us). Some features are also available in the December 2016 Service Pack for Microsoft Dynamics 365 (on-premises). Additional restrictions apply depending on which versions of Dynamics 365 and Microsoft Exchange you are running, as detailed in the following table.

Product version

Available Relationship Insights features

December 2016 update for Microsoft Dynamics 365 (online) with Microsoft Exchange Online

  • Relationship assistant

  • Email engagement

  • Auto capture

December 2016 update for Microsoft Dynamics 365 (online) with Microsoft Exchange (on-premises)

  • Relationship assistant (not including cards for Exchange)

  • Email engagement

December 2016 Service Pack for Dynamics 365 (on-premises)

  • Only the relationship assistant is available, and only its base cards are supported. More information:  Preview feature: Action cards reference

  • No features or action cards are available for Exchange, so your Exchange version is not important.

Auto capture also requires the following:

  • You must use Microsoft Exchange Online as your email server.

  • Users must use the web client for Dynamics 365 (online) (other front ends are not supported).

  • For each user that requires access to this feature, you must approve their email address to allow queries against Exchange (requires tenant-level admin privileges). More information:  Approve email

  • To track incoming email messages, you must set up server-side synchronization. More information:   Set up server-side synchronization of email, appointments, contacts, and tasks

Email engagement also requires the following:

The privileges required to access Relationship Insights features are automatically enabled for all out-of-the-box security roles, but are initially disabled for all custom roles. If you enable any Relationship Insights features, then you must check the settings listed in the following table to ensure that your users can access those features, and also to ensure that other features don't stop working as a result of privilege cascades related to these features.

Privilege

Security role tab

Description and requirements

Action Card

Core Records

Gives the ability to view and interact with action cards that are generated by the relationship assistant.

System_CAPS_warningWarning

If the relationship assistant is enabled, then all users must have a role with read access for this privilege. Because of cascading, users without this privilege will lose access to many Dynamics 365 features when the relationship assistant is enabled.

Action Card User Settings

Core Records

Gives the ability to view and change user preferences for action cards that are generated by the relationship assistant.

System_CAPS_warningWarning

If the relationship assistant is enabled, then all users must have a role with read access for this privilege. Because of cascading, users without this privilege will lose access to many Dynamics 365 features when the relationship assistant is enabled.

More information:  Security roles and privileges

Administrator settings for all Relationship Insights features are available on a single settings page, which provides a tab for each feature. To open the settings, go to Settings > Relationship Insights.

Relationship Insights option in Settings

If this is the first time you are using Relationship Insights, then you see a privacy disclaimer, legal terms, and other important information. Read the information and, if you agree with the terms, click to continue to the settings page. You only need to do this once; after that you'll go straight to the settings.

System_CAPS_importantImportant

Relationship Insights provides features that track behavior and collect information about contacts. Make sure you understand the related privacy issues that these features raise, and enable the features only if you are certain that they do not violate any privacy policies already in place in your organization. Always take steps to protect the privacy of your contacts. For complete details, see Important privacy information, later in this topic.

The relationship assistant is automatically enabled after you opt in to the preview and accept the agreement on first opening the Relationship Insights settings. After this, you can disable and re-enable it at any time by doing the following:

  1. Go to Settings > Relationship Insights to open the settings page, and then open the Relationship Assistant tab.

    Relationship assistant settings

  2. Select the Turn on the relationship assistant for your organization check box at the top of the page to enable the relationship assistant on your site. Clear this box to disable the feature.

    System_CAPS_importantImportant

    By enabling this feature, you consent to share data about your customers' email activity with an external system. Data imported from external systems into Dynamics 365 are subject to our privacy statement. For complete details, see Important privacy information, later in this topic.

  3. The rest of the settings on this page let you configure which cards to use and fine tune their behavior. Work with the settings here as follows:

    • Cards are categorized by type, with a section for each type that you can expand or collapse as needed.

    • Enable or disable specific action cards as needed by using the check boxes provided for each card.

    • Some cards have extra configuration settings that modify their behavior. These settings are provided to the right of the check box for the relevant cards only.

    • If you're not sure what a card does, hover your mouse pointer over the preview symbol Action card preview button and a description of the card will pop up as a tool tip.

    For complete details about each available action card, including details about the configuration settings available for each of them and other details, see Preview feature: Action cards reference.

  4. Click the Save button at the top of the page to save your settings.

For more information about the relationship assistant and how it can help your users, see Preview feature: Relationship assistant.

System_CAPS_noteNote

Users can also set their own personal preferences for their action cards. They can't add cards that you disable here, but they can disable cards that you have enabled if they don't find them useful. They can also change the configuration settings for those cards that have them, though your settings will be the defaults. More information:  Preview feature: Relationship assistant

System_CAPS_noteNote

If you enable email engagement, then we strongly recommend that you also enable the relationship assistant, because email engagement relies on some of its features.

To configure, enable, or disable email engagement:

  1. Go to Settings > Relationship Insights to open the settings page, and then open the Email Engagement tab.

    If you've never enabled email engagement before, then the Email Engagement tab shows a checkbox next to a privacy disclaimer. Read the disclaimer carefully, and follow its links for complete details. If you agree with its terms, select the checkbox and then click the Begin Setup button to initialize the feature, which might take a few minutes. When setup is complete, the standard email engagement settings are shown. You only have to do this once.

  2. Select the Turn on email engagement for your organization check box at the top of the page to enable email engagement on your site. Clear this box to disable the feature.

    System_CAPS_importantImportant

    By enabling this feature, you consent to share data about your customers' email activity with an external system. Data imported from external systems into Dynamics 365 are subject to our privacy statement. For complete details, see Important privacy information, later in this topic.

  3. Click the Save button at the top of the panel to save your settings.

For more information about email engagement and how this feature can help your users, see Preview feature: Email engagement.

Auto capture is automatically enabled after you opt in to the preview and accept the agreement on opening the Relationship Insights settings. You can disable and re-enable it at any time by doing the following:

  1. Go to Settings > Relationship Insights to open the settings page, and then open the Auto Capture tab.

  2. Select the Enable auto capture in the organization check box at the top of the page to enable email engagement on your site. Clear this box to disable the feature.

    System_CAPS_importantImportant

    By enabling this feature, you consent to share data about your customers' email activity with an external system. Data imported from external systems into Dynamics 365 are subject to our privacy statement. For complete details, see Important privacy information, later in this topic.

  3. Click the Save button at the top of the page to save your settings.

For more information about auto capture and how this feature can help your users, see Preview feature: Auto capture.

By enabling the Relationship Assistant feature, limited exchange data, which includes a sender's name and email address as well as excerpts of the email body, are retrieved (but are not stored in Dynamics 365), for the purpose of showing relevant insights of your email. Further, the Relationship Assistant feature can be configured to retrieve information with regards to news, financials, and flight information, by sending out requests to external components such as MSN Money and Bing (which are not considered Microsoft Dynamics 365 Core Services). An administrator can enable and disable the Relationship Assistant feature by navigating to Settings > Relationship Insights, clicking the Relationship Assistant tab, and then making the appropriate selection.

The external components involved with Relationship Assistant functionality are detailed in the following sections.

Bing

Relationship Assistant uses Bing to search for relevant news to display to a user by using the account names from that user’s Dynamics 365 data.

MSN Money

Relationship Assistant uses MSN Money to show relevant stock information to a user by using the account ticker symbol from that user’s Dynamics 365 data.

By enabling Email Engagement, a Relationship Insights feature, when an email marked with the Follow setting is sent from Dynamics 365, information about interactions with the email by recipients will be collected and stored in Azure for the purposes of computing recipient activity KPIs and interactions on “followed” emails.

A system administrator enables Email Engagement by provisioning the feature from the Email Engagement tab within Relationship Insights. Administrators can subsequently disable Email Engagement in the organization from the Relationship Insights node, under Settings.

When the feature has been disabled, emails sent from Dynamics 365 cannot be followed, either from the user interface or programmatically. Also, recipient interaction data will no longer be collected on sent emails that were marked with the Follow setting. Any data previously collected will remain in Azure and will be available again if the feature is re-enabled in the organization. Data is retained for 90 days after customers terminate their subscription with Microsoft. Dynamics 365 users can also disable the Relationship Insights - Email Engagement functionality on a per Contact or per Lead basis by changing the Follow Email setting under Contact Preferences.

Azure components and services that are involved with Email Engagement functionality are detailed below.

Note: For more information about additional Azure service offerings, see the Microsoft Azure Trust Center.

Azure Storage Account

The Email Engagement feature uses Azure Storage Account to temporarily store email interaction blobs.

By enabling the Auto Capture feature, Exchange data is retrieved by Dynamics 365, but not stored, to show email activity to the signed-in user. Users can explicitly 'track' these emails to copy Exchange emails into Dynamics 365 as an Email Activity, to be shared with the appropriate users as configured by Dynamics 365 permissions.

An administrator enables and disables the Auto Capture feature by navigating to Settings > Relationship Insights, clicking the Auto Capture tab, and then making the appropriate selection. A user can also disable the Auto Capture feature on the Email tab within Personal Options, by changing Show email not tracked in Dynamics 365 in the Activities list to No.

What are Preview features and how do I enable them?
Preview feature: Relationship Insights overview
Preview feature: Relationship assistant
Preview feature: Action cards reference
Preview feature: Email engagement
Preview feature: Auto capture

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