What You Need To Know About Dynamics 365 Relationship Insights

Now available in preview, Relationship Insights for Microsoft Dynamics 365 uses cloud services integration and embedded Microsoft Azure artificial intelligence to analyse an organisation's Dynamics 365 and Exchange data.

Using insights from this analysis, Relationship Insights provides notifications that help users manage emails and identify actions. By delivering personalised sales assistance Relationship Insights is designed to increase user productivity. 

This set of functions continually analyse business data saved in the cloud to Exchange Online and Microsoft Dynamics 365. By evaluating the actions that lead to success, these notifications and alerts point the way to better results.

As with any preview feature this is liable to change when the solution is fully released but let's take an early look...

The Relationship Insights preview consists of 3 connected solutions, the Relationship Assistant, Email Engagement and Email Auto-Capture.

Relationship Assistant

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.

For example, looking at the below Account record the Relationship Assistant highlights an opportunity on this record that is due to close soon but also alerts a user that this seems to have been neglected as no recent actions have been tracked:

Through Exchange tracking, the Relationship Assistant continually scans emails to identify potential actions. These are presented on the associated record in Dynamics 365. In this instance, an alert card highlights a potential meeting which can be scheduled:

Further Relationship Assistant alerts will be shown in the Sales Activity Social Dashboard. This highlights more action cards beyond the context of a single record:

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. 

In the example below, the Assistant providers a reminder to capture notes following a recent meeting and highlights a series of upcoming conversations that are scheduled today.

The Relationship Assistant images shown above feature a range of card types. More examples include:

Base Cards

  • Opportunity close date approaching
  • Emails due to be sent today
  • Meeting today
  • Missed opportunity close date
  • Phone call scheduled today
  • An agenda for a custom appointment scheduled today

'Today' Cards

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

Email Cards from Exchange Online

  • Customer questions
  • Competitors mentioned
  • File requested
  • Important email sent by customer
  • Customer issue detected
  • Meeting requested
  • 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

  • Nearby customers
  • Relevant news
  • Stock updates
  • Upcoming flight
  • Upcoming meeting

Once the Relationship Assistant preview 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

Another component of Relationship Insights is Email Engagement.

With this enabled, 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:

This requires email activity to be 'followed'. This can be enabled as a default setting and also be controlled within an individual account, contact or lead record in Dynamics 365:

In addition to 'Follow' controls, actions can be applied to set an automated reminder in the event that a reply isn't received within a specified time, or if the email isn't opened by this time: 

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.

Emails can be sent from Dynamics 365 immediately, or use Email Engagement capabilities to schedule the message for a later date and time.

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.

A summary of recipient email interactions will also be shown on the main activities panel in Dynamics 365:

Email Auto-Capture

This element of Relationship Insights finds untracked email messages from an individual user's Exchange mailbox that may be relevant to the record being viewed in Dynamics 365.

Auto-Capture queries the Microsoft Exchange account each time the activities column is opened on a record in Dynamics 365 and looks for messages that relate to this record.

These messages remain private to the user but are highlighted in the activities panel as untracked enabling individuals to click if they should be tracked that will make them accessible to other Dynamics 365 users.

Auto-Capture is a web only feature but users can also track messages using Outlook controls.

Microsoft Dynamics 365 continues to develop rapidly and these capabilities will certainly be updated when Relationship Insights and other AI features are fully released.

Receive CRM and Microsoft Dynamics 365 Updates

If you enjoyed this post, why not join our mailing list to receive emails about the latest updates and events from Preact?