Customer experience | Sales, Customer Insights,...

Contacts in Marketing and Contacts in Customer Service

(0) Share

Report

Posted on by Community Member Microsoft Employee

Hi,

I have Dynamics CS up and running and then found that most of the functionality in Marketing sufficed our needs for the project I'm working on.

My question though, we will still operate CS for cases etc but when I installed Marketing, it has it's own database structure, so I can see a Contacts table under the Marketing app and also a Contacts table under CS.

My Marketing installation is currently a Trial version, we have just put the order in for a paid licence so I'm not sure once it's live in production whether the Contact tables will just 'merge' or if I have to do something. I want my users to be able to just enter a Contact, wherever they are and it just creates 'one' record' as it were.

Not sure if I'm looking at this all wrong but any help would be much appreciated!

Regards,

Ken

All responses (7)

Answers (0)

Suggested answer

Community Member Microsoft Employee on at

Like (0)

Report

RE: Contacts in Marketing and Contacts in Customer Service

All done. Thank you for your help on this. I ended u reverting to Day 1 again and reinstalled everything, I just thought it was a better way forward and at least it's all installed in the best possible way.

Thanks again.
Autumn Arbury Moderator on at

Like (0)

Report

RE: Contacts in Marketing and Contacts in Customer Service

In short, if you have an existing environment and want Marketing to reside there once you buy, you cannot MERGE your trial with your existing environment. You will install the Marketing paid license on the existing environment and then have to manually migrate your data from your trial environment over to the existing Customer Service one. There is no way to single click, merge, one environment with another, you have to migrate data using the Configuration Migration Tool. learn.microsoft.com/.../manage-configuration-data
Autumn Arbury Moderator on at

Like (0)

Report

RE: Contacts in Marketing and Contacts in Customer Service

Hey Ken,

NO do not convert your trial to production. You will use your Customer Service environment and install the paid Marketing license on it once you have the paid license. The install process for Marketing is a little different from other D365 apps because it is the only tenant based license (vs. seat based) and you can only have 1 environment to 1 Marketing license. So you'll want to install your paid Marketing license on your production Customer Service environment.

You'll install the paid license by going to Power Platform Admin Center, Resources, and then finding the new, paid license (once you buy it). The trial license will still be there, it should be labeled as such, and your paid license will also be listed there. Select the paid one and then ... Configure which launches the Marketing installation page. You can then select the Customer Service environment you want to put the license on.

I don't recommend creating any more content in the trial that you want to keep since you'll have to migrate the data to the final environment and that can be difficult.

Autumn
Community Member Microsoft Employee on at

Like (0)

Report

RE: Contacts in Marketing and Contacts in Customer Service

Hi Haig,

I'm maybe more confused now ;-)

I understand that different environments can have an isolated database that it uses but as far as Dynamics is concerned, as a platform, if an organisation has Customer Service, Field Services and Marketing on top, from all the sales information, you type in the search bar, say, Simon Brown, and Simon appears, you can create a field service record against that contact, you could create a customer service case against that contact and you could then send the same contact some marketing information through email or an sms all for the exact same contact. That makes sense.

I understand that I could have Field Service installed in environment A and Customer service installed in environment B and then Marketing installed in environment C if that's what you wanted to do but if not and you want a complete connected system all pointing to the same underlying data then you can do that, and thought that would be the most common setup....

We have Customer Service and I installed the Trial of Marketing to test it. The documentation said, once I'm good with it, I can buy it and it should integrate in to my Dynamics environment. From how you've described your response to me, it would seem you can ONLY have Marketing as a separate module in Dynamics, similarly, the same as all the other modules. Is that what you're saying?

Sorry for the long reply, I'm trying to give you as much info as possible to work with.

Many many thanks,

Ken
Suggested answer

Haig Liu Microsoft Employee on at

Like (0)

Report

RE: Contacts in Marketing and Contacts in Customer Service

Hi KJohnR,

Databases in different environments are independent of each other. For example, my marketing application is in my marketing environment, when I want to access the contact table in customer service, I must switch to another environment to open another contact table.

You can install up to one Dynamics 365 Marketing trial per Microsoft 365 tenant, the trial period is 30 days. You can extend the trial once, when it expires again, your data will not be retained and you can re-apply for a new trial environment.

When you decide to use marketing in a production environment, you can convert the trial to a paid license: https://learn.microsoft.com/en-us/dynamics365/marketing/trial-faq
Community Member Microsoft Employee on at

Like (0)

Report

RE: Contacts in Marketing and Contacts in Customer Service

Hey,

Thank you for this, really appreciated!

When I go in to the Power Apps Admin Centre, and then select the environment - Marketing Trial, it has a Convert to Production button on the toolbar. Does this do what you mention above in the first paragraph?

For the contacts, I haven't actually created any, well, non that aren't test contacts which I don't care about. I have though added several Events and added Agendas etc which took a while so I'm not fussed about losing the Contacts but I would like the Events to stay and of course any settings I've changed.

Would I click the Convert to Production button I guess is what I'm asking and once that's done, will Marketing use the main Contacts table setup by Customer Services.

Sorry if I'm being a bit thick, Dynamics is fairly new to me and Marketing is really new so I'm having to ask these types of questions!

Thanks,

Ken
Suggested answer

Autumn Arbury Moderator on at

Like (0)

Report

RE: Contacts in Marketing and Contacts in Customer Service

Hey Ken,

if you started a new, Marketing trial you have a separate database for that trial environment. Once you have the paid Marketing license, you'll want to install the paid Marketing license on the same environment/database as you have CS working to access your existing CS contacts by the Marketing application. The entity in CDS is the same between the two apps, but the instances of that entity are unique to each environment.

If you use the Marketing environment in Trial and create contacts, you'll want to use the data migration tool or configuration migration tool to move the contacts over from the Trial DB to the production DB where you have CS once you install the paid license.

Community site session details

Contacts in Marketing and Contacts in Customer Service

Helpful resources

Quick Links

Announcing Our 2025 Season 1 Super Users!

Vahid Ghafarpour – Community Spotlight

Tip: Become a User Group leader!

Leaderboard

Featured topics

Product updates

Community site session details

Contacts in Marketing and Contacts in Customer Service

Helpful resources

Quick Links

Announcing Our 2025 Season 1 Super Users!

Vahid Ghafarpour – Community Spotlight

Tip: Become a User Group leader!

Subscribe to this forum!

Select categories

Leaderboard

Featured topics

Product updates