Microsoft Dynamics 365 Customer Experience Analyst : Create and manage email templates

In Dynamics 365 Sales, email templates help sellers communicate with prospects and customers quickly, consistently, and professionally. Instead of drafting messages from scratch, users can leverage predesigned templates that include standardized content, placeholders for personalization (like customer name, opportunity details, or product info), and branding elements. This not only saves time but also ensures alignment with organizational tone and messaging. Email templates can be used directly in emails, integrated with sales sequences for automation, and shared across teams to maintain consistency in outreach. Ultimately, they streamline communication, improve productivity, and enhance the customer experience.

Email templates are a productivity booster for sellers — they reduce repetitive work, keep communication consistent, and allow personalized outreach at scale.

1. Why Use Email Templates?

• Save time by reusing standard messaging.
• Ensure brand consistency with logos, disclaimers, and tone.
• Personalize dynamically with merge fields (like customer name, company, or opportunity details).
• Automate communication in sales sequences or campaigns.

2. How to Create Email Templates

1. Navigate to Settings:

• In Sales Hub app, go to App Settings → Templates → Email Templates.
• Or, from Advanced Settings → Templates → Email Templates.

2. Click "New Template":

• Choose the Template Type (Global or tied to a specific entity like Lead, Contact, or Opportunity).

3. Add Basic Details:

• Give your template a Name (e.g., “Lead Nurture – Initial Outreach”).
• Set Owner (can be personal or shared).

4. Compose Content:

• Enter Subject line.
• Write the email Body (rich-text editor available).
• Insert Dynamic Fields (Placeholders): e.g., `First Name`, `Company`, `Opportunity Title`.

Example: Hello {First Name}, I wanted to follow up on your interest in {Opportunity Title}.

5. Save and Publish the template.

 3. How to Customize Templates

• Use the HTML editor for advanced formatting.
• Add branding elements like company logo, signature block, disclaimers.
• Insert conditional placeholders (e.g., fallback values if data is missing).
• Create different versions for different sales stages (Intro, Follow-up, Post-demo).

4. How to Use Templates

 Option 1: From the Email Composer

•  When writing an email in a record (Lead/Contact/Opportunity), click Insert Template.
•  Choose the relevant template — placeholders auto-fill with record data.

 Option 2: In Sales Sequences

• When creating a sequence, add a Step → Automated Email.
• Select an existing template, and the system will send emails automatically.

 Option 3: In Campaigns or Marketing Journeys

• Reuse templates for bulk outreach.

 5. Best Practices

•  Keep templates short, clear, and personalized.
•  Avoid “generic blast” emails — always add personal touches.
•  Regularly update templates based on response analytics.
•  Store templates in folders/categories (e.g., Prospecting, Nurture, Closing).

6. Example Template (Opportunity Follow-up)

Subject: Following up on your interest in {Opportunity Title}

Body:

Hello {First Name},

I hope you’re doing well. I wanted to check if you had a chance to review the proposal we shared regarding {Opportunity Title}. We’re excited about the potential to support {Company Name} and would love to hear your thoughts.

Best regards,

{Your Name}

{Your Job Title}

With this setup, your sellers can communicate faster, stay consistent, and build stronger customer relationships.