D365 - Email Templates

[ 1 About D365 ] [ 2 Emails ] [ 3 Queues ] [ 4 Personalisation ]

About Email Templates in D365

In D365, email templates are predefined formats used to streamline and standardise communication. Email templates save time, ensure consistency, and allow for dynamic content insertion using data from records (like names, addresses, or case numbers).

Email templates in D365 are pre-written messages (content) that you can use to quickly send emails without having to write the email from scratch. They can help you:

  • Save time by reducing the need to manually type repeated messages

  • Ensure consistency in tone, branding, and messaging across teams

  • Personalise content by automatically inserting information from CRM records (like a contact's name, account details, or case number)

Where You Can Use Email Templates

You can use email templates in many parts of D365, including:

  • When replying to a Contact, Lead, or Opportunity

  • While managing Cases or Customer Service activities

  • When sending follow-up or notification emails

Permission Level

  • Organisation: 
  • Individual: These are templates you create for your own use. You can customise the template to suit your individual needs or frequently used messages.

How Dynamic Content Works

Templates can automatically pull in information from the record you're working with. For example:

  • “Hi {First Name},” becomes “Hi Sam,” when the email is sent

  • “Your case number is {Case Number}” will insert the correct case number from the record

This is called dynamic content, and it helps make your emails more personal without the need for manual editing.

Best Practices for Using Templates

  • Always double-check the content before sending, especially when using dynamic fields

  • Only edit templates if you are sure it won’t affect others using them

  • Use the Preview option to see how the email will look before sending

  • If you’re unsure which template to use, check with your team or the RET Support Team

Need Help or Want a New Template Created?

If you need assistance using templates or would like a new one added to the system for your team, please contact your manager in the first instance or raise a Service Desk ticket with the Technology Services if you require additional support (servicedesk@scu.edu.au)