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Dynamics 365 App for Outlook - who is using it currently?

  • 1.  Dynamics 365 App for Outlook - who is using it currently?

    TOP CONTRIBUTOR
    Posted 26 days ago
    I am looking into rolling this out to our users but I have a few concerns especially with the auto tracking emails part!
    Is there a way to disable (globally) all users from having emails automatically track in CRM and make them manually do this when sending emails instead?
    I was trying to read up on it and test before making this available to everyone. Currently, some are using the "old" outlook tracking options and the rest of the users arent using anything because the old outlook app constantly breaks so they just removed it.

    I am hoping this revised tracking app has less glitches. Can anyone currently using this at their company provide some pros and cons?

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    Heather L
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  • 2.  RE: Dynamics 365 App for Outlook - who is using it currently?

    Posted 26 days ago
    I don't have an answer unfortunately, but we would also like to roll out the app for Outlook because the current add in is troublesome! I'm interested in the replies to this- thanks for posting!

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    Kaitlin Burns
    Systems Engineer
    CareSource
    Dayton OH
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  • 3.  RE: Dynamics 365 App for Outlook - who is using it currently?

    TOP CONTRIBUTOR
    Posted 26 days ago
    @Kaitlin Burns were in same boat! I did pull and print a very helpful blog I found on here the other day and it gives great detail about the app. Dynamics 365 App for Outlook Part 1- The Basics  
    Dynamics 365 Customer Engagement in the Field remove preview
    Dynamics 365 App for Outlook Part 1- The Basics
    With the recent release of the new version of Dynamics 365 App for Outlook in 2017 along with v9.0 and the new unified interface, there has been quite of bit of ongoing work to bring features and improvements in this area. As many organizations are now in the transition from the legacy Dynamics 365 for...
    View this on Dynamics 365 Customer Engagement in the Field >
    @Kylie Kiser do you have any good links or recommendations for us to view to get more comfortable with the App for outlook?

    ​​

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    Heather L
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  • 4.  RE: Dynamics 365 App for Outlook - who is using it currently?

    TOP CONTRIBUTOR
    Posted 26 days ago
    Personally, we have not switched to the App for Outlook. This was because certain features (in our case Mail Merge) were not supported with the App. I would make sure you review the comparisons of the client vs app to be sure you are making the right decision. You can have some users in your organization using the client and others using the App but you cannot have one user with both. So ensure they will have what they need before you switch them over.

    Also keep in mind that the App requires the use of Server Side Sync. So you will probably want to roll that out first to deal with any issues there before you make more changes. Server Side Sync may actually help with the performance issues you are seeing with the client. It may cause different issues but that is beside the point :) Side note: Check out my lessons learned on Server Side Sync migration.

    @Heather Laughlin for your original question on tracking all emails - I believe this is still configured as part of the user settings. So on the user's profile you can choose which emails automatically track. This can be set to none. You can also set this via XrmToolBox.

    I hope this helps! @Christie Cripe - I know you have some experience with Server Side Sync and the App for outlook, any wisdom share?

    ​​

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    Kylie Kiser
    Program Manager, CRM Experience
    Centreville VA

    www.CRMUG.com/Washington
    ------------------------------



  • 5.  RE: Dynamics 365 App for Outlook - who is using it currently?

    TOP CONTRIBUTOR
    Posted 26 days ago
    @Kylie Kiser thank you!! this is helpful! ​

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    Heather L
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  • 6.  RE: Dynamics 365 App for Outlook - who is using it currently?

    GOLD CONTRIBUTOR
    Posted 26 days ago
    Basically my finding was a lot of errors with TLS 1.2 and the App.  Therefore, we had to roll back and only use the CRM for Outlook client and not the app.  This was a year ago though so I'm sure there have been updates since then. (on-prem 8.2)  Sorry I don't have better information but what you said above is correct and I did use the XRMToolbox to update user settings (getting 250 people to find settings is not very fun).

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    Christie Cripe
    Sr. CRM Analyst
    Procentrix
    Herndon VA
    ------------------------------



  • 7.  RE: Dynamics 365 App for Outlook - who is using it currently?

    TOP CONTRIBUTOR
    Posted 26 days ago
    Thanks for the feedback! I thought for sure more companies would be utilizing this app but I feared it being new would produce lots of glitches and issues too!  ​​​

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    Heather L
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  • 8.  RE: Dynamics 365 App for Outlook - who is using it currently?

    Posted 25 days ago
    We're using the App for Outlook and have found it to be far better than the plugin. (I do agree with others though that you have to work out your TLS and Server-side sync switches first.)

    Once you have the App up and running, be sure you're reviewing these:
    • Adjusting user settings to the setting you want using XRMToolbox-->"User Settings Utility"
    • Review various Org settings and remove users ability to adjust this settings using this tool:  https://github.com/seanmcne/OrgDbOrgSettings
    • In Administration-->System Settings-->Email tab: Consider Disabling "Use Correlation to track Email Conversations

    At the very least be aware of these 3 areas where you can adjust settings.
    Then of course do some serious testing to see what's getting tracked and what isn't before rolling it out to all users.

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    Greg Enns
    ERP Coordinator
    Technical Prospects
    Kaukauna WI
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  • 9.  RE: Dynamics 365 App for Outlook - who is using it currently?

    TOP CONTRIBUTOR
    Posted 25 days ago
    Thank you for this info @Greg Enns !!


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    Heather L
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  • 10.  RE: Dynamics 365 App for Outlook - who is using it currently?

    GOLD CONTRIBUTOR
    Posted 25 days ago
    I have been using it for a long time and rolled it out, (with training), to my sales team.  To get the full advantages of it, you need to be on Vers. 9.2, not 9.1.  The changes were many!  I use it specifically for tracking e-mails, assigning leads, and following the entire record right from within the Outlook app.  Many of those capabilities were not available in the previous releases.

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    Ron Goetz
    Knowledge Mgr
    SPX Hydraulic Technologies
    Rockford IL
    ------------------------------



  • 11.  RE: Dynamics 365 App for Outlook - who is using it currently?

    Posted 25 days ago
    Our users love the app a few pointers.
    You can certainly set it to only track emails manually it is under personalization settings.
    1. Once you roll it out it is very hard to troubleshoot as to why not everything works for some users.
    2. Category tracking is a feature our users are eagerly waiting for us to roll out.
    3. All appointments will email the client automatically this can get tricky especially if your using description for meeting notes.

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    Benjamin Terebelo
    Madison CRES
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  • 12.  RE: Dynamics 365 App for Outlook - who is using it currently?

    TOP CONTRIBUTOR
    Posted 25 days ago
    We are going through this right now as well. We have found that we have God knows how many auto-tracked email records that never should have been tracked. It's likely because the auto-tracking was enabled for the old plugin, but no one realized exactly what the settings are.

    The auto tracking features are enabled in Settings > Administration > System Settings > "Email" tab, under the header "Configure folder-level tracking and email correlation"

    It's the correlation setting that is the biggest culprit. It is set up to guess which record an email should be linked to. I think.... maybe. What I do know for sure is that configuring and deploying this app is way more involved and time consuming than any of us realized, and we really underestimated what we'd need to do to support it.

    https://docs.microsoft.com/en-us/dynamics365/customer-engagement/admin/system-settings-dialog-box-email-tab

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    Peter Gulka
    National Director, Information Solutions & Data Analytics
    Big Brothers Big Sisters of Canada
    Burlington ON
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  • 13.  RE: Dynamics 365 App for Outlook - who is using it currently?

    TOP CONTRIBUTOR
    Posted 25 days ago
    @Peter Gulka that is one of my main concerns! When I was just messing around with it before it was tracking every email even when I thought I took tracking off it kept tracking! Then it was tracking all of my IT guys emails. It is concerning because I want to know HOW to enforce and remove things prior to rolling out but that seems tricky!

    It's like a ghost... the tracking follows you! haha.
    My plan if I can do it: remove tracking from EVERYONE who will have access to this app and then let them manually track the emails they want.

    is that something I can do?

    also- you mentioned the appointments- I believe at one point there was a section in CRM that sent those notes to client if they were populated with text? I know this was an issue prior to my position. Is there a way to turn that off for clients or no?

    I am meeting with a consultant next week to go over the best way to move forward with CRM and that includes the app for outlook. I have been gathering info on the app so far. ​

    ------------------------------
    Heather L
    ------------------------------



  • 14.  RE: Dynamics 365 App for Outlook - who is using it currently?

    TOP CONTRIBUTOR
    Posted 25 days ago
    Hey @Heather Laughlin

    We just rolled out the App 2 weeks ago to 1200 users ... been an interesting ride so far. Haven't quite sorted out all of the bumps yet and still in the Honey Moon phase.  Here is what I've learned so far.

    1. Tracking - disable the correlation -- We had it left on and users were seeing more that the normal expected amount tracked. So we've turned it off now and things seem back to normal. 
      1. " If Use correlation to track email conversations is unmarked, conversations will not be tracked. The only emails that would be tracked would be manually tracked on an individual basis with the App for Outlook, including replies and forwards."
        https://blogs.msdn.microsoft.com/crminthefield/2018/12/05/dynamics-365-app-for-outlook-part-3-settings-that-affect-tracking-and-correlation
    2. We find with the correlation disabled, the User Settings in the personal options become less of a factor if you leave to 'Track replies to D365 Emails'
      "This will track emails in response to current emails based on the correlation configuration in System Settings. It looks to see if this email has already been tracked in Dynamics 365, was an email that was generated and sent directly from Dynamics 365, or was automatically promoted in some manner with Server-Side Sync. This is the option I see used in most organizations. This will also include replies and forwards." -- Aaron Richards
    3. The tracking category is great! but, it doesn't always work for the recipient with the correlation turned off.   I.e. If user A sends an Tracked email to User B, User B will not see the Tracking Category set on their side.   Still digging on that item. :) 

    3. Trouble shooting - Still learning on the fly here. :)

    • Use the F12 Chooser tool that is on windows 10.  (C:\Windows\System32\F12)  
      • Launch outlook with the D365 Outlook App Started, then start this tool and you'll be able to see the traffic from the tool for any errors your getting, etc and allows you to clear the Cache in the same window. 
    • Use the Server Side Sync Monitoring Dashboard to keep an eye on failing mailboxes or mailboxes having issues. This seems to need daily checkins I've noticed on our organization
    • For problem mailboxes, read through an errors and alerts on them. Some are a bit cryptic to debug, so this is a still a grey area.
    • Grab the Mailbox Details ( https://blogs.msdn.microsoft.com/crminthefield/2019/02/14/how-to-read-the-dynamics-365-mailbox-details-file-for-troubleshooting/)  This is a great post on how to read through it see the overall picture of the mailbox. 


         Happy to answer any questions. :)




    ------------------------------
    Todd Mercer
    Dynamics CRM Technical Lead
    MD Financial Management
    Ottawa ON
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  • 15.  RE: Dynamics 365 App for Outlook - who is using it currently?

    TOP CONTRIBUTOR
    Posted 25 days ago
    Thank you Todd Mercer! this is so very helpful!
    In regards to someone else's reply they mentioned being on V9.2- we are on 9.1. What is the big difference and how do I find info on 9.2?
    Have you noticed any bugs yet or big concerns so far?

    ​​

    ------------------------------
    Heather L
    ------------------------------



  • 16.  RE: Dynamics 365 App for Outlook - who is using it currently?

    GOLD CONTRIBUTOR
    Posted 25 days ago
    I hope this link back to a great presentation shared in this forum works, as it should answer a lot of your questions Heather.

    https://www.crmug.com/crmug/viewdocument/outlook-app-gotchas-december-201-1?CommunityKey=290d1dfe-04f6-446b-8472-ca815947a21b&tab=librarydocuments

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    Ron Goetz
    Knowledge Mgr
    SPX Hydraulic Technologies
    Rockford IL
    ------------------------------



  • 17.  RE: Dynamics 365 App for Outlook - who is using it currently?

    Posted 24 days ago
    We are currently using the app, we moved as soon as it was available to us. The add-in caused stability issues in Outlook for us. There are some features that are not in the app  that are in the add in and vise versa. We are in the cloud with exchange and CRM so there is little to no coplicaion with server-side sync. But there are a lot of Email tracking gotchah's. I think they have all been mentioned but, more seem to appear all the time.
    Outlook recently updated and now shows in the Main window if it is tracked in Dynamics. Well there is a lot more than we thought! Seems it has to do with contacts syncing and Corralative tracking. But that is more configureation that issues. The app is really good at this point, better than the add-in for sure.

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    Nicholas Anderson
    Information Technology
    Wagstaff Inc.
    Spokane WA
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  • 18.  RE: Dynamics 365 App for Outlook - who is using it currently?

    TOP CONTRIBUTOR
    Posted 18 days ago
    I have notice in the past week or two that category tracking seems to be turned on.  Was this enabled automatically with the April update?  I have had several users notice that there is a navy blue bar displayed on emails that they track to CRM.  I think overall it is a positive thing, but it just seemed to appear out of nowhere!  thanks for your help!  Laura


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    Laura Mortick
    Marketing Information Systems Manager
    Terracon
    Olathe KS
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  • 19.  RE: Dynamics 365 App for Outlook - who is using it currently?

    TOP CONTRIBUTOR
    Posted 18 days ago
    Hey @Laura Mortick ​when we launched D365 a couple of weeks back, I was told from my MS contact that the Category tracking was now generally available and on by default for D365 organizations.

    We had it in our cut-over plan to enable it via the OrgDBSettings tool anyways, so it was a nice win for us. Our end users really like it after a long time on the Outlook Client where you had the little conversation icon indicating something was tracked. They were worried they were going to lose that with the upgrade.


    Cheers
    Todd.

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



  • 20.  RE: Dynamics 365 App for Outlook - who is using it currently?

    TOP CONTRIBUTOR
    Posted 18 days ago
    Hey @Todd Mercer thanks for your reply. What is odd is that I didnt do anything to enable it. I think it is fine to leave it, but it is just odd to me that all of a sudden it is there! :)​

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    Laura Mortick
    Marketing Information Systems Manager
    Terracon
    Olathe KS
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  • 21.  RE: Dynamics 365 App for Outlook - who is using it currently?

    GOLD CONTRIBUTOR
    Posted 18 days ago
    @Laura Mortick, Yes. It has been available for some time, but enabled by default on version 9.1.0.4039.

    https://docs.microsoft.com/en-us/dynamics365/customer-engagement/admin/use-outlook-category-track-appointments-emails
    ​​
    It is worth noting that email routing rules that move inbound email will cause them to fail to sync. We found out about the category tracking while troubleshooting this undesired behavior, as it will track them regardless of the folder the email is in. So if your routing rule also adds the category, it will sync even if not in the users main inbox folder.

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    Ryan Perry
    Business Systems Analyst
    Auric Solar
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  • 22.  RE: Dynamics 365 App for Outlook - who is using it currently?

    SILVER CONTRIBUTOR
    Posted 17 days ago
    This is a great conversation- we LOVE the app in comparison to the old plug-in and it seems that the tracking, etc. has been covered here. We, too have issues with the Server-Side Sync randomly unsyncing users but our Microsoft Engineer says that there is a fix going in on the 19th that should solve this. ​

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    Ami Tetrault
    CRM Business Consultant
    Aflac
    Columbia SC
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