Microsoft Dynamics CRM (Customer Relationship Management) is a powerful tool that enables businesses to manage customer interactions effectively. One of its essential features is email integration, allowing you to send, receive, and track emails directly within the CRM platform. In this article, we’ll guide you through the process of setting up and sending emails in Microsoft CRM with real-world examples.

Setting Up Email Configuration

Before you can start sending emails in Microsoft CRM, you need to configure your email settings. Here’s a step-by-step guide on how to do it:

  1. Access Email Configuration: Log in to your Microsoft CRM account and navigate to the settings menu. Under “Email Configuration,” click on “Email Configuration Settings.”

  2. Email Configuration Wizard: Click on “Email Configuration Wizard” to start the setup process.

  3. Email Server Settings: You’ll need to provide details about your email server. This includes your incoming (POP3 or IMAP) and outgoing (SMTP) server settings. These settings are typically provided by your email provider or IT department. For example:
    • Incoming Server:
    • Outgoing Server:

  4. Authentication: Depending on your email provider, you may need to provide login credentials. Ensure that you select the appropriate authentication method (e.g., username and password).

  5. Test Configuration: It’s crucial to test your email configuration to ensure everything is set up correctly. Click the “Test Configuration” button to verify your settings. If successful, you’ll see a confirmation message.

Sending Emails in Microsoft CRM

Now that your email configuration is complete, let’s explore how to send emails in Microsoft CRM with some practical examples:

Example 1: Sending an Email to a Lead

  1. Navigate to Records: Go to the “Sales” or “Service” module in Microsoft CRM and select the “Leads” or “Contacts” section.

  2. Select a Lead: Click on the lead’s name you want to send an email to.

  3. Compose Email: In the lead’s profile, click the “More Commands” button (represented by three dots) and select “Send Email.”

  4. Compose Email: A new email window will open. Compose your email by filling in the recipient’s email address, subject, and message.

  5. Add Attachments: You can attach files by clicking the paperclip icon. This is useful for sending documents, presentations, or any other relevant files.

  6. Send Email: After composing your email, click the “Send” button to deliver it to the lead.

Example 2: Sending a Bulk Email Campaign

  1. Create a Marketing List: To send emails to multiple recipients, create a marketing list. Navigate to “Marketing” and select “Marketing Lists.”

  2. Create a Marketing Campaign: Next, go to “Marketing” and select “Marketing Campaigns.” Create a new campaign and associate it with the marketing list you just created.

  3. Design Email Template: Design an email template with personalized content and dynamic fields using the CRM’s built-in email template editor.
  4. Distribute Email Campaign: In the campaign, click “Distribute Campaign Activities” and select “Email Campaign.” Choose your email template, sender, and other campaign settings.
  5. Launch Campaign: Once all settings are configured, launch your email campaign. CRM will send the email to all recipients in the marketing list.

Tracking Email Activity

Microsoft CRM provides robust tracking features to monitor email activity. You can track when an email was sent or opened, and if any links were clicked. To access these insights, navigate to the “Activities” section within a lead or contact record.


Setting up and sending emails in Microsoft CRM is a crucial aspect of managing customer relationships efficiently. By following the steps outlined in this article and utilizing real-world examples, you can harness the full power of email communication within the CRM platform. Whether you’re sending individual emails to leads or launching large-scale email campaigns, Microsoft CRM offers the tools you need to streamline your email communication and enhance your customer engagement.

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