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Outlook Integration into CRM

  • 1.  Outlook Integration into CRM

    SILVER CONTRIBUTOR
    Posted 8 days ago
    Hi all,

    I want integrate Outlook into CRM platform so that:
    - when I send email from CRM, all written information are recorded and linked to the case on which I am.

    - the replies to an email sent from CRM should automatically become a part of the information associated to the case.

    Any idea, approach, documentation which could help me will be very welcome. I will appreciate your help.

    Thanks,



    ------------------------------
    Arsene Sabas
    Canadian Nuclear Safety Commission
    Ottawa
    ------------------------------
    Conference-CRMUG_200x200


  • 2.  RE: Outlook Integration into CRM

    Posted 7 days ago
    Hi Arsene,

    You have a couple of recommended options to do this, one is Server Side Sync (SSS) and the other is the App for Outlook.  I personally haven't used the App for Outlook but I've heard good things.  I've implemented the Server Side Sync option both as a hybrid (Dynamics in the Cloud and Exchange on Prem) and completely in the Cloud (both Dynamics and Exchange).   The SSS option works really well for us, it syncs in the background directly with Exchange so there is no need to open Outlook on a PC or open an app to get the data to sync.  I've put a couple links to some documentation below on both but feel free to reach out if you have questions along the way.  I'd definitely recommend moving forward with your idea, it's made things so much easier on us in the long run.

    App for Outlook
    https://docs.microsoft.com/en-us/dynamics365/outlook-app/dynamics-365-app-outlook-user-s-guide

    Server Side Synchronization
    https://docs.microsoft.com/en-us/power-platform/admin/server-side-synchronization


    Thanks,

    ------------------------------
    Nate Varney
    Sr. Software Developer, MCSA - Dynamics 365
    Universal Technical Institute (UTI)
    Scottsdale AZ
    ------------------------------

    Conference-CRMUG_200x200


  • 3.  RE: Outlook Integration into CRM

    SILVER CONTRIBUTOR
    Posted 7 days ago
    Hi Nate,

    Thank you veyr much. Your reply will be very helpful for us.

    ------------------------------
    Arsene Sabas
    Canadian Nuclear Safety Commission
    Ottawa
    ------------------------------

    Conference-CRMUG_200x200


  • 4.  RE: Outlook Integration into CRM

    D365UG/CRMUG ALL STAR
    Posted 7 days ago
    Hi @Arsene Sabas

    As @Nate Varney mentioned there two different approaches you can consider;

    1. The Outlook Client
    • This is a installed at the client side on their machine and can be integrated with either the Outlook Client Sync or Server Side Sync.
    2. The Outlook App
    • This is installed "server" side and you need to be Online with D365 and Exchange Online as well. 

    Both options can use either Server Side Sync or Outlook Client Sync.

    - Server Side Sync allows you to craft messages from CRM regarding an entity as per your requirement of sending the email from a Case in CRM.
    - Outlook Client sync is dependent on your Outlook client to be open for the Sync to happen and your core interaction will be through the Outlook Client.

    In order to get the replies to auto track, you will have to review and setup the correlation settings correctly to ensure you have the right behavior your looking for.  If your on D365 Online, you'll have to consider the impact of the Personal Options for the end users as well.

    There is a great 8 part series on setting up the Outlook App and the Server Side Sync

    https://community.dynamics.com/crm/b/crminthefield/posts/dynamics-365-app-for-outlook-part-1-the-basics


    Happy to answer any questions you have.

    Our Local Chapter meeting is coming up on November 21st as well if you wanted to connect there and chat more.

    Cheers
    Todd




    ​​​

    ------------------------------
    Todd Mercer @toddjmercer
    Dynamics CRM Technical Lead
    MD Financial Management
    Ottawa ON
    ------------------------------

    Conference-CRMUG_200x200


  • 5.  RE: Outlook Integration into CRM

    SILVER CONTRIBUTOR
    Posted 7 days ago
    Hi Todd,

    Great thanks for your reply. I appreciate a lot. I will explore carefully all of your replies.

    Best regards,

    ------------------------------
    Arsene Sabas
    Canadian Nuclear Safety Commission
    Ottawa
    ------------------------------

    Conference-CRMUG_200x200


  • 6.  RE: Outlook Integration into CRM

    Posted 2 days ago
    Hi @Arsene Sabas - Make sure you aren't running Exchange 2010. If you are, the integration won't work. We ran into that when we first launched. Once we upgraded to Exchange 2016 it works and works great!

    Chris

    ------------------------------
    Chris Caputo
    Director of Project Management
    CATIC
    Rocky Hill CT
    ------------------------------

    Conference-CRMUG_200x200


  • 7.  RE: Outlook Integration into CRM

    SILVER CONTRIBUTOR
    Posted 2 days ago
    Hi Chris,

    THank you for your appreciated remark. We are using Outlook 2016.

    Thanks,

    ------------------------------
    Arsene Sabas
    Canadian Nuclear Safety Commission
    Ottawa
    ------------------------------

    Conference-CRMUG_200x200


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