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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Email templates
Customer experience | Sales, Customer Insights,...
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Email templates

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Posted on by CU05062015-1 2
My users want to use the CRM to send out emails.  They have a large amount of templates they want uploading onto the CRM and based on certain conditions a email will be sent it. At a first glance we have around 100 templates. 
 
For instance for a particular group of students who meet a criteria/s they may hav one email and another group that met another criteria may get another email.  These students may get different emails depending on where they are in their journey. 
 
My users want every email recorded on the CRM. 
 
My question is what is the best way to provide this solution? Should dynamics be used like this?
 
My worry is with so many templates it's not sustainable and we will find it hard to manage the flow for each template. We are a very small team.  The users may also forget the conditions for each template and ask for changes which we won't be able to keep up with. 
Categories:
Microsoft Dynamics CRM
I have the same question (0)
  • Suggested answer
    11manish Profile Picture
    11manish 1,092 on at
    Yes, Dynamics 365 can absolutely be used for this type of communication management, but with approximately 100 templates and complex student journey
     
    logic, I would be cautious about implementing everything through standard CRM email templates and individual Power Automate flows.
     
    Instead of creating a separate flow for each template, consider making the solution data-driven.
     
    For a small team, I would avoid:
    • One flow per template
    • Hardcoded business rules
    • Large nested condition blocks
    Instead, I would implement:
    • A template configuration table in Dataverse
    • A small number of reusable email templates with dynamic content
    • Centralized journey/business-rule management
    • Customer Insights - Journeys (if available and budget permits)
    This will be significantly easier to maintain and scale as requirements evolve, while still ensuring that all communications are recorded within Dynamics 365.
  • Suggested answer
    MyloKaye Profile Picture
    MyloKaye 18 on at
    I wouldn’t work with more than 10 templates, instead use conditional content.
     
    Let me know if that fits what you’re trying to achieve. 
  • Suggested answer
    Hamza H Profile Picture
    Hamza H 1,999 Super User 2026 Season 1 on at

    Yes, Microsoft Dynamics 365 can support this, but I would not build 100+ separate workflows/Power Automate flows tied directly to individual templates.

    A more sustainable approach is:

    • Store email templates in a central template table/entity.
    • Use a rule-driven process (student status, stage, criteria, etc.) to determine which template to send.
    • Use a small number of reusable flows that read the rule and template configuration rather than one flow per template.
    • Record all outbound emails as Activities in Dynamics so they appear on the student's timeline/history.
    • Maintain a clear mapping document (or configuration table) of Condition → Template → Trigger so users can manage changes without developer involvement.
     Recommendation: Use Dynamics for tracking and recording emails, but make the email selection configuration-driven, not workflow-driven. Otherwise, 100+ templates will become difficult to maintain for a small team.

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