dotmailer for Microsoft Dynamics CRM - Frequently asked questions

Contents

Can I use Microsoft Dynamics CRM Online?
Can I use a partner-hosted Dynamics CRM?
Can I use an on-premise version of Dynamics CRM?
What changes are made to Dynamics CRM?
How do I create a new email campaign?
Why is my new email campaign not displayed on the email campaigns list?
How do I synchronise my email campaign?
How do I synchronise data about historical email campaigns from dotmailer to Dynamics?
How do I create a marketing list?
When I create a new marketing list in Dynamics, what does the ‘Synchronisation Order’ (default 1000) option mean?
How do I create a marketing list for use in an email campaign?
How can I tell which marketing lists are email activated?
Why is the email-activated button not available for my marketing list?
How do I add a marketing list to my email campaign?
How can I tell which marketing lists are associated with my email campaign?
How do I synchronise a marketing list from Dynamics to dotmailer?
How do I synchronise an address book from dotmailer to Dynamics?
How do I send my email campaign?
How do I know if the statistics for my email campaign are up to date?
How do I create a data label?
How do I assign the appropriate roles to the users who use dotmailer for Microsoft Dynamics?

Can I use Microsoft Dynamics CRM Online?

Yes, Microsoft CRM Online is fully supported.

The dotmailer for Dynamics connector is provided as a managed solution, which gives you full control of the connector.

Can I use a partner-hosted Dynamics CRM?

Yes, partner-hosted Dynamics CRM solutions can be accessed from the internet and only standard customisation changes are required.

The dotmailer for Dynamics connector is provided as a managed solution, which gives you full control of the connector.

The connector requires a new user account that has access to the Dynamics CRM Web Services (CRM Service and Metadata Service).

On each server that is installed with the partner-hosted Dynamics CRM Server 2011/2013, you must enable anonymous authentication for the 2007 SPLA CrmDiscoveryService.

For other requirements, read the Microsoft Dynamics CRM Planning Guide.

Can I use an on-premise version of Dynamics CRM?

If you host your own Dynamics CRM, you can use one of the following three methods to connect it to the dotmailer for Dynamics connector:

Internet-facing deployment (best practice)

The main difference between internet-facing deployment (IFD) and a non-IFD-enabled on-premise deployment is the way in which users are authenticated.

In a non-IFD-enabled on-premise deployment, Internet Information Services (IIS) handle most of the authentication through integrated Windows authentication.

In IFD-enabled deployment, the Dynamics CRM is open for anonymous access outside of your local network because authentication is claims-based, using the Active Directory Federation Services (ADFS) component from Microsoft.

IFD is the recommended method from Microsoft for configuring secure external access to your Dynamics CRM.

To make your Dynamics CRM IFD-enabled:

  1. Download ADFS and install it on a separate web server from your Dynamics CRM.
  2. Configure IFD in the CRM Deployment Manager

If you block or filter inbound traffic based on IP address, then please add the following IP addresses to your firewall rules:

For Europe (region 1)

  • 23.101.50.109
  • 23.102.11.18
  • 23.102.18.218
  • 40.85.101.127
  • 40.127.207.8

For North America (region 2)

  • 13.68.20.229
  • 13.68.22.210
  • 13.68.30.243
  • 40.79.40.67
  • 40.84.63.147
Read more about the IP addresses our application uses »

Use a reverse proxy

Your organisation may not have a public-facing IFD environment and may already use a reverse proxy solution to publish internal web sites to the Internet.

Using a reverse proxy implementation instead of port forwarding is generally more secure, as the reverse proxy sends requests on behalf of dotmailer for Dynamics and processes responses on behalf of your CRM server – the two solutions have no direct communication but the reverse proxy must be able to pass on the NTLM credentials to the CRM servers. All communication should be undertaken over HTTPS.

In this approach all communication is undertaken with an internet-exposed static IP address and accompanying Fully Qualified Domain Name (FQDN) which can be resolved using public DNS systems. In this scenario, it is strongly recommended that all network traffic is encrypted and that HTTPS is used, which requires a valid SSL certification to be installed on your environment. 

Important

In CRM the address of the Organization Service web service must be updated in the Deployment Manager’s web address properties so that it uses an address that is reachable from the internet – not an internal server name. This means that for non-IFD systems the exact URL used by both internal users and external users such as dotmailer must be identical, including the port and protocol used, unless you have an appliance or reverse proxy that can conduct a complete content rewrite, replacing all references to your internal URL with that of the external URL.

If the full URL being used to access the CRM instance externally is not an exact match to the URL that is used internally by users this approach will fail.

Please note: We are unable to provide any advice about setting up a reverse proxy configuration within your environment.

Direct web service connection via an internet connection to a public IP address (port forwarding)

This approach involves your Dynamics CRM Server being directly accessible from the Internet and will use standard Windows authentication to access the CRM system. This option is not usually recommended without secure firewalls being in place and SSL connectivity.

In this approach all communication is undertaken with an internet-exposed static IP address and accompanying Fully Qualified Domain Name (FQDN) which can be resolved using public DNS systems. In this scenario, it is strongly recommended that all network traffic is encrypted and that HTTPS is used, which requires a valid SSL certification to be installed on your environment. 

If you block or filter inbound traffic based on IP address, add the following IP addresses to your firewall rules:

For EU (region 1)

  • 23.101.50.109
  • 23.102.11.18
  • 23.102.18.218
  • 40.85.101.127
  • 40.127.207.8

For US (region 2)

  • 13.68.20.229
  • 13.68.22.210
  • 13.68.30.243
  • 40.79.40.67
  • 40.84.63.147
Read more about the IP addresses our application uses »

To use the connector, the internal CRM website must be internet accessible through standard web publishing techniques, including opening the firewall to a public IP for the CRM server and permitting direct Windows authentication.

This approach is less complex to configure than IFD and both users and our service would be able to access CRM externally through standard Windows authentication. As stated above, you should configure your firewall to restrict access to only our IP addresses for better security, but traffic will not be encrypted if you don't use SSL, which is against best practice and would be at your own risk.

Important

In Dynamics, the address of the Organization Service web service must be updated in the Deployment Manager’s web address properties so that it uses an address that is reachable from the internet – not an internal server name. This means that for non-IFD systems the exact URL used by both internal users and external users such as dotmailer must be identical, including the port and protocol used, unless you have an appliance or reverse proxy that can conduct a complete content rewrite, replacing all references to your internal URL with that of the external URL.

If the full URL being used to access the CRM instance externally is not an exact match to the URL that is used internally by users this approach will fail.

Please note: We are unable to provide any advice about setting up a direct-access configuration within your environment.

What changes are made to Dynamics CRM?

When you install the dotmailer for Dynamics connector, several new entities are created and some existing entities are extended. 

All changes that are made to Dynamics are undertaken through the standard customisations ability of Dynamics.

The dotmailer for Dynamics connector is provided as a managed solution, which gives you full control of the connector.

The following new roles are created to support access to the new functionality:

A detailed list of customisations is available separately.

The following CRM Entities are extended:

  • Marketing list (list) - The existing marketing list entity is extended to support synchronisation with the dotmailer platform.

The following CRM Entities are created:

  • Crm Field (esc_crmfield) - Holds CRM metadata used by the connector
  • Email Account (esc_emailaccount)
  • Email Campaign (esc_emailcampaign) - Holds information about the email campaign, including aggregate statistics
  • Email Campaign Connector Configuration (esc_emailcampaignconfiguration) - Holds configuration information for use by the Email Service Connector
  • Email Click (esc_emailcampaigncontactclick) - Holds information about each click a recipient has made, including what, when and where
  • Email Send Summary (esc_emailcampaigncontactsummary) - Holds detailed information about the send made to each recipient, including individual send statistics for the Account, Contact or Lead.
  • Email Data Label (esc_emailcampaigncustomfields) - Holds the data labels that are used to pass recipient specific information between CRM and dotMailer. For example, First Name, Last Name, Gender or any other related CRM attribute.
  • Email Data Mapping (esc_emaildatamapping) - Holds the attribute mappings between CRM Fields and Email Data Labels for each entity type; Account, Contact and Lead.
  • Email Preference (esc_emailpreference)
  • Email ROI Detail (esc_emailroidetail)
  • Email Send (esc_emailsend)
  • Email Single Send (esc_emailsinglesend)
  • Email Subscription Group (esc_emailsubscriptiongroup)
  • Email Subscription Group Item (esc_emailsubscriptiongroupitem)
  • Email Suppression (esc_emailsupression) - This entity contains the email suppression list used by the Connector and dotMailer when synchronising.
  • Form (esc_form) - Holds summary details of each form synchronised from dotmailer
  • Form Answer (esc_formanswer) - Holds each answer submitted by every user of a submitted form
  • Form Question (esc_formquestion) - Holds each question associated to a form
  • Form Question Option (esc_formquestionoption)  - Holds multi-choice options associated to a question and form
  • Form Response (esc_response) - Holds summary details of each form response synchronised from dotmailer
  • Email List Unsubscriber (esc_listunsubscriber) - Holds details of Accounts, Contacts and Leads that have unsubscribed from a marketing mist / address book.
  • Email Message Queue (esc_messagequeue) - This entity is for future use.
  • Social Bookmark (esc_socialbookmark) - This holds a summary of each social bookmark shared within an email campaign
  • Email Account (esc_emailaccount) - This entity holds the details for each connected dotmailer account, including synchronisation settings.

How do I create a new email campaign?

You must create new campaigns in dotmailer, then synchronise that campaign to Dynamics.

  1. Create your email campaign in dotmailer.
  2. In Dynamics, go to Marketing > Email Campaigns to access the Email Campaigns page.

    If your email campaign is displayed, click the name of your campaign to display the Email Campaign Information page.

    If your Email Campaign is not displayed, click Synchronise.

  3. A popup window is displayed

    If you don't have appropriate role, a popup window is displayed, advising you that you are unable to complete synchronisation. Contact your Systems Administrator if you think you should be able to perform this task.

    If you have the appropriate role, a popup window is displayed ,advising you that the email campaign has successfully been added to the synchronisation queue. Synchronisation can take several minutes, depending on the size of your email campaign. When the synchronisation process is complete, your email campaign is displayed in the table.

  4. Click the name of your campaign to display the Campaign Information page.

Why is my new email campaign not displayed in the email campaigns list?

You must create new campaigns in dotmailer, then synchronise that campaign to Dynamics.

How do I synchronise my email campaign?

On the Email Campaign Information page, click Synchronise. A popup window is displayed, advising you that the synchronisation request has been added to the queue. Click Close.

Tip: Synchronisation can take several minutes, depending on the size of your email campaign. The Administration tab displays the date and time of the last synchronisation.

How do I synchronise data about historical email campaigns from dotmailer to Dynamics?

You can apply a setting that will pull through historical data from dotmailer for email campaigns sent from dotmailer, provided the campaign or campaigns have already been synced to Dynamics. (If the email campaign was sent from Dynamics, the settings outlined below will already be on.)

Applying this setting will also see the individual campaign report data (opens, clicks, bounces, etc.) get created within the CRM and these will be associated with existing contacts and leads. Please note that no new contacts or leads are created. All contacts and leads are matched on the email address and, where the same email address is being used across a contact or lead, then the contact or lead with the most recent modified date is selected to match to.

If you want to pre-select the contacts and leads that are used to match with in dotmailer, simply add these to an email-activated marketing list and synchronise to a dotmailer address book in advance of changing the campaign synchronisation level.

To apply this setting for a synchronised email campaign:

  1. Go to MarketingEmail Campaigns and click the name of the email campaign
  2. Click Administration
  3. Change the 'Synchronisation Level' to 'Detailed (Basic plus individual tracking)'

To apply this setting for multiple synchronised email campaigns:

  1. Go to Marketing > Email Campaigns and select the email campaigns that you want to synchronise
  2. Click Edit
  3. In the 'Change multiple records' window, click Administration
  4. Change the 'Synchronisation Level' to 'Detailed (Basic plus individual tracking)'
  5. Click Change

How do I create a marketing list?

You can use the standard functionality in Microsoft Dynamics CRM to create a marketing list, adding members to it using the search feature or Advanced Find. Before you use the list with an Email Campaign, it must be email activated.

When I create a new marketing list in Dynamics, what does the ‘Synchronisation Order’ (default 1000) option mean?

The default processing order for synchronisation is 1000. If you want to give priority to a marketing list, enter a number lower than 1000. The lower the number, the greater priority it is given in the synchronisation process. Typically, this is left as the default setting.

How do I create a marketing list for use with an email campaign?

Create a marketing list using standard Microsoft Dynamics CRM functionality. Click the Email Activated button in the main toolbar on the Marketing List Information page to email activate your list.

How can I tell which marketing lists are email activated?

Access the marketing lists page by selecting Marketing Lists from the navigation bar. Change the View filter by selecting Email Activated Marketing Lists. All lists which have been email activated are displayed in the table. It is also possible to see which have been synchronised to dotmailer and when they were last synchronised. From the Marketing List Information page you can see if the list is activated by looking at the ‘Email Activated’ button. If it is highlighted the list is activated.

Why is the email-activated button not available for my marketing list?

First, check that your user account has been assigned the role of ‘Email Marketing Manager’, or ‘Email Marketing Professional’. If you have already been assigned this role then check the selected form view towards the top left hand corner of the page. If it is set to Information then use the drop down function to change it to the Email Marketing view. This should enable the Email Activated button.

How do I add a marketing list to my email campaign?

Access the Email Campaign you wish to process by going to Marketing > Email Campaigns. Locate the Email Campaign you are working with and click it to open the Email Campaign Information page.

From the navigation bar, click Target Marketing Lists. The Marketing Lists page is displayed. Click Add Existing Marketing List. A popup window is displayed. Highlight the lists you wish to add and click Add. The selected lists appear in the lower part of the page. You can remove lists from your selection using the ‘Remove’ button. When you have selected the lists you require, click OK. The lists appear in the table.

You can also complete this process by selecting Marketing Lists from the navigation bar (Marketing>Marketing Lists). Select the list you wish to work with and click Email Campaigns. Use the ‘Add Existing Email Campaign’ button to search for a campaign to associate with your list.

How can I tell which marketing lists are associated with my email campaign?

Access the Email Campaign Information pageby clicking Marketing then Email Campaigns. Locate the Email Campaign you are working with and click it to open the Email Campaign Information page. From the menu bar, select Target Marketing Lists. The marketing lists which are associated with your email campaign are displayed in the table.

How do I synchronise a marketing list from Dynamics to dotmailer?

You must synchronise your list with dotmailer before using it for an Email Campaign. This synchronisation will be triggered when you send an Email Campaign but you can manually complete it from the following places:

  • From the Marketing Lists page, select the lists you wish to synchronise by highlighting them and click Synchronise. Click OK when the popup message appears.
  • From the Marketing List detail page, click Email Activated in the command bar (if not already highlighted), then select Synchronise.

How do I synchronise an address book from dotmailer to Dynamics?

  1. Create an email-activated marketing list, which has the same name as your address book.
  2. From the 'Membership Action' dropdown, select one of the following options:
    • Allow only known Contacts to be added to this Marketing List
    • Allow Known Leads or create new Leads if no match found
    • Allow Known Contacts or create new Contacts if no match found

How do I send my email campaign?

You can use the Send Email Campaign Wizard to process your campaign. Select the campaign that you wish to send and click the Send Email Campaign button from the main toolbar on the Email Campaign Information page.

The wizard will guide you through the sending process. For more details of each page, see Sending an Email Campaign.

How do I know if the statistics for my email campaign are up to date?

Access the Email Campaigns page by clicking Marketing > Email Campaigns. Locate the Email Campaign you are working with then scroll across the columns to find the 'Last Synchronised' field. This tells you the date and time of the last synchronisation with dotmailer when updated data relating to opens, clicks, bounces etc was received into Microsoft Dynamics CRM. If you require more recent information, see ‘How do I synchronise my Email Campaign?'

 

How do I create a data label?

  1. Click Add New Email Data Label on the Email Data Labels page. A blank Email Data Label Information page is displayed.
  2. Complete the fields on the page, giving the new data label an appropriate and unique name.

    ‘Is Private’ - New labels are always created as ‘Private’ in Microsoft Dynamics CRM – you can change this to ‘Public’ if you wish, using dotmailer.

    ‘Default value’ - You can enter a default value for the data field in the event that it is not populated as a result of the uploading of your data. For example, if this was a Salutation data label where the First Name would usually be entered you might default the value to “Customer”. If some of your records do not have first names held, “Customer” will then be automatically entered rather than leaving a blank field.

    ‘Description/Purpose’ - If you wish, add some notes to the Description/Purpose field to explain the intended usage of the data label.

    ‘Email Account’ - The Email Account field will show the email account that you originally navigated from but can be edited.

  3. Click Save and Close. The Email Data Labels page is displayed and the new label appears in the table.

How do I assign the appropriate roles to the users who will need to use dotmailer for Microsoft Dynamics?

For a user to use the dotmailer integration they must be a member of one of the following roles:

  • The ‘Email Marketing Manager’ role enables a user full access to manage and send campaigns from Dynamics.
  • The ‘Email Marketing Professional’ role enables a user full access to manage email campaigns.
  • The ‘Email Marketing Viewer’ role enables a user to view email campaigns and related information but cannot change settings or send email campaigns from Dynamics.
Please note: These roles are required in addition to the basic security roles, so the user must also have an existing CRM role with access to Contacts, Leads, Accounts, Marketing Lists and Campaigns such as Marketing Manager, Sales Person, etc.
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