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After you create and import Office Word templates into customer engagement apps (Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, Dynamics 365 Marketing, and Dynamics 365 Project Service Automation), with one click users can generate standardized documents automatically populated with data. This feature has some special considerations you should know about to successfully create Word templates.

Tip

Check out the following video: Create documents directly from Dynamics CRM by using Word and Excel templates (2:38)

Warning

There is a known issue when creating templates in Word. This topic contains information on how to prevent interactions that could potentially destabilize Word. See: Important! A known issue and how to avoid it

The following are the supported versions of Word.

Area	Word Version
Creating a Word template	2013, 2016
Using a Word document generated in customer engagement apps	2010, 2013, 2016

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Note

Macro-enabled Word documents (.docm) are not supported.

Follow the steps in this topic to successfully create and use Word templates in customer engagement apps.

Step 1: Create a Word template

Where you can create a template

There are three places in customer engagement apps where you can create a Word template:

From the Settings page. Go to Settings > Templates > Document Templates > New(). You'll need sufficient permissions to access to the Settings page, such as System Administrator or System Customizer.
From a record. Open a record such as an account in Sales. Go to Sales > Client_Accounts > My Active Accounts. Click an account to open it, and then click More (…) > Word Templates > Create Word Template. Templates created here are personal and available only to the user creating the template.
From a list of records. For example, go to Sales > Client_Accounts > My Active Accounts. Select a single account, and then click More (…) > Word Templates > Create Word Template.

Tip

To delete personal document templates, do the following:

Click Advanced Find ().
For Look for, select Personal Document Templates.
Click Results (!).
Select the personal document template to delete and then click Delete ().

After clicking Create Word Template, select an entity to filter with, and then click Word Template > Select Entity.

The relationship selection page appears.

What are 1:N, N:1, and N:N relationships?

This screen requires an understanding of your customer engagement apps data structure. Your administrator or customizer can provide information about entity relationships. For admin content, see: Entity relationships overview.

Here are some example relationships for the Account entity.

Relationship	Description
An account can have multiple contacts.
A lead, account, or contact can have multiple accounts.
An account can have multiple marketing lists. A marketing list can have multiple accounts.

The relationships you select on this screen determine what entities and fields are available later when you define the Word template. Only select relationships you need to add data to the Word template.

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Note

To ensure documents download in a timely matter, there is an upper limit of 100 for the number of related records returned for each relationship. For example, if you're exporting a template for an account, and you want to include a list of its contacts, the document will return at most 100 of the account's contacts.

Download the template

Click Download Template on the Select Entity page to create a Word file on your local computer with the exported entity included as XML data.

Important

Document template downloaded from one environment can only be used within that environment. environment to environment migration for Word or Excel templates isn't currently supported.

Step 2: Enable the Developer tab

Open the Word template file. At this point, the document appears to be blank.

To see and add customer engagement apps XML data, you need to enable the Word Developer tab.

Go to File > Options > Customize Ribbon, and then enable Developer.
Click OK.
Developer now appears in the Word ribbon.

Important! A known issue and how to avoid it

There's a known issue with customer engagement apps apps-generated Word templates and Office Word. In the next section, you'll be adding XML content control fields to the Word template.

Warning

A few things can cause Word to freeze, requiring you to use Task Manager to stop Word:

You insert a content control other than Picture or Plain Text.
You make a textual change, such as changing the capitalization or adding text, to a content control. These changes can occur through AutoCorrect as well as user edits. By default, Microsoft Word AutoCorrect capitalizes sentences. When you add a content control field, Word sees it as a new sentence and will capitalize it when focus shifts away from the field.

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To prevent issues with control fields, do the following:

Only add fields as Plain Text or Picture

You use the XML Mapping Pane to add entity fields to your Word template. Be sure to only add fields as Plain Text or Picture.

Do not make any textual changes to the added content control

You can make formatting changes to content control fields, such as bolding the text, but no other textual changes, including capitalization changes.
If you experience Word freezing or performance degradation, try turning off AutoCorrect.

Turn off AutoCorrect

With the template file open in Word, go to File > Options > Proofing > AutoCorrect Options.
Deselect Capitalize first letter of sentences and Automatically use suggestions from the spelling checker.
Deselect Hyphens (--) with dash (-) on the AutoFormat and AutoFormat as You Type tabs.
Click OK.
If you followed the above recommendations, you're ready to define the Word template.