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Quick way to insert tempplates

  • 1.  Quick way to insert tempplates

    Posted 8 days ago

    Hi, I am brand new to Dynamics. We are currently implementing the online version with the Unified Interface. We have a CRM we have been using for over 10 years which we will progressively retire as we roll out D365.

    In our current CRM users can insert their commonly used email templates into responses using a keyboard shortcut. I cannot see anything like that in D365. From what I can see, a user will have search for a template but even that has many steps. First step click the insert email template button, then choose recipient vs regarding, then type in your search term then select your template. Basically, we are looking at 4-5 clicks vs 1 click. Has anyone found a shortcut way of inserting email templates?



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    Mark Westerman
    Charles Sturt University
    Thurgoona
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  • 2.  RE: Quick way to insert tempplates

    TOP CONTRIBUTOR
    Posted 5 days ago
    Mark,
        If you really want it to make it simple for your staff, then put a lookup field on the Contact record (or Opportunity if you want it to be regarding that instead) that lets them choose a template, and when they save the record, you have a workflow start that will create an email with the selected template and send it to the Contact.

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    If this answered your question, please click on the arrow button next to Reply Inline and choose 'Make Best Answer.'
    Thanks.
    Nelson Johnson, Solution Architect
    BroadPoint, Inc., Bethesda MD
    Link with me! https://www.linkedin.com/in/nelsonjohnson/
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  • 3.  RE: Quick way to insert tempplates

    Posted 5 days ago
    Thanks Nelson, our use of email templates tends to be in a service context so it is generally in response to an incoming email. We would be creating an email from within a case and depending on the question we would insert an email template. It is a bit like how you would use a KB article. The key difference that I can see between KBs and email templates (for this use case) is that we can insert dynamics fields in an email template to personalise it. In either case we would want to insert these templates into the email we are working on using a shortcut to reduce the effort for the operator.

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    Mark Westerman
    Charles Sturt University
    Thurgoona
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  • 4.  RE: Quick way to insert tempplates

    TOP CONTRIBUTOR
    Posted 5 days ago
    Sounds like a Powerapp might be a better approach for you.
    How many templates do you envision?

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    If this answered your question, please click on the arrow button next to Reply Inline and choose 'Make Best Answer.'
    Thanks.
    Nelson Johnson, Solution Architect
    BroadPoint, Inc., Bethesda MD
    Link with me! https://www.linkedin.com/in/nelsonjohnson/
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  • 5.  RE: Quick way to insert tempplates

    Posted 5 days ago
    We have a lot of templates across 30-40 teams in our current CRM but a team would only maintain shortcuts for maybe 10 of their frequently used templates. Each team would have their own frequently used templates.

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    Mark Westerman
    Charles Sturt University
    Thurgoona
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  • 6.  RE: Quick way to insert tempplates

    TOP CONTRIBUTOR
    Posted 5 days ago
    Are you willing to consider customization? If yes, then you might consider putting a lookup of templates on the case form, and when a person chooses one, trigger a JavaScript to open an email window and insert the template. It is probably a couple days of coding, but it sounds like it would be worth it given the number of users involved.

    ------------------------------
    If this answered your question, please click on the arrow button next to Reply Inline and choose 'Make Best Answer.'
    Thanks.
    Nelson Johnson, Solution Architect
    BroadPoint, Inc., Bethesda MD
    Link with me! https://www.linkedin.com/in/nelsonjohnson/
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  • 7.  RE: Quick way to insert tempplates

    Posted 5 days ago
    Thanks Nelson, I will run this past the development team. I will let you know how I get on.

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    Mark Westerman
    Charles Sturt University
    Thurgoona
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  • 8.  RE: Quick way to insert tempplates

    GOLD CONTRIBUTOR
    Posted 4 days ago
    Mark,

    There are 3rd party solutions that can help make this process easier.  For example, with our DocumentsCorePack solution a non-programmer can fairly easily configure logic to dynamically hide/show content of an email template based on a value in Dynamics 365 AND/OR dynamically select the appropriate template based on a value in Dynamics 365.

    So for your example, with the ability to change the template format based on a case value, or to change the template itself based on a case value, you have much more flexibility to generate your desired email format to meet your case needs.  And for instances where you prefer your user to manually select a desired template vs using built in logic, our one-click actions with enhanced template grouping and search capabilities makes this template selection process much easier for your users.

    All of our add-on solutions for Dynamics 365, including DocumentsCorePack,  are available on the MS AppSource store and have free, built-in trials so you can check it out and try it in your own environment prior to purchase.  We offer free support during the trial period, so you are always welcome to reach out to support@mscrm-addons.com if you have any questions or issues.  Or if you would prefer to just ask a few questions or see this type of functionality displayed in a live environment, let me know and I would be glad to schedule a call with you.

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    Patrick O'Donnell | VP - Business Development, the Americas
    mscrm-addons.com
    Patrick.ODonnell@mscrm-addons.com
    Atlanta GA
    770 781 8260 Cell
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