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Using Outlook/Exchange for Meetings instead of CRM

  • 1.  Using Outlook/Exchange for Meetings instead of CRM

    Posted 18 days ago
    Edited by Chris Warren 18 days ago
    Our Goal: To have the ability to create a meeting in Outlook and have it sync with CRM.

    The Problem with using CRM's Appointment Feature: After the meeting has taken place, it will send an update to any users associated with that meeting (internal or external). We don't want this happening.

    Does anyone know of an add-in for Dynamics 365 CRM that will enable this functionality?

    #Admin #CustomerEngagement​​

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    Chris Warren
    Electrical Engineer/System Admin
    ivWatch
    Newport News
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  • 2.  RE: Using Outlook/Exchange for Meetings instead of CRM

    GOLD CONTRIBUTOR
    Posted 18 days ago
    Hi @Chris Warren! We are using the Dynamics App for Outlook to accomplish this. From your calendar in Outlook, you can link an appointment to a record in CRM which will then show up on the timeline on the record in CRM.
    Reference: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/outlook-app/v8/dynamics-365-app-outlook-user-s-guide-v8#ComposeAppointment



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    Rosemarie Cordell
    Business Analyst
    NEWBERG OR
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  • 3.  RE: Using Outlook/Exchange for Meetings instead of CRM

    Posted 18 days ago
    Edited by Chris Warren 18 days ago
    Thanks - we were told from a vendor that this will generate a notification to anyone associated with that appointment if it gets updated. Is that the case? In our old CRM system, our team would update the meeting with notes. We wouldn't want those notes sent externally.

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    Chris Warren
    Electrical Engineer/System Admin
    ivWatch
    Newport News
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  • 4.  RE: Using Outlook/Exchange for Meetings instead of CRM

    TOP CONTRIBUTOR
    Posted 18 days ago
    @Chris Warren - You could add the "Notes" (Timeline) section to the Appointment form so that you can add Notes to the CRM created appointment. This section wouldn't be available within Outlook, but does provide a way to add notes.

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    Aaron Back, MCSE
    Sr. Microsoft Dynamics 365 Consultant
    ACE Microtechnology
    _______________________________________
    CRMUG Board Member
    CRMUG Chapter Leader - Cincinnati, Ohio
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  • 5.  RE: Using Outlook/Exchange for Meetings instead of CRM

    TOP CONTRIBUTOR
    Posted 18 days ago
    @Chris Warren

    We also using Dynamics 365 App for Outlook for this. We are using selective sync, so only the meetings that the user chose to sync with Outlook gets created in CRM.

    To avoid sending out anything from CRM to the customer we have disabled the appointment synchronization which is a user setting. However, you can update it in bulk using the Sync Filter Manager in XrmToolBox. 


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    BR,
    Niels
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  • 6.  RE: Using Outlook/Exchange for Meetings instead of CRM

    SILVER CONTRIBUTOR
    Posted 17 days ago
    @Niels Lønberg

    If you disable this sync doesn't this also disable the ability for appointments created in CRM from synching to your Outlook Calendar?​

    Thanks,

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    Brian Mergen
    Dynamics 365 CE (CRM) / DBA
    Morton Buildings, Inc.
    Morton IL
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  • 7.  RE: Using Outlook/Exchange for Meetings instead of CRM

    TOP CONTRIBUTOR
    Posted 17 days ago
    Yes, that is correct.

    However, in our case, we never create any appointments directly in CRM - they're always coming from Outlook. And I think that was also from Outlook to CRM that @Chris Warren was referring to.


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    BR,
    Niels
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  • 8.  RE: Using Outlook/Exchange for Meetings instead of CRM

    TOP CONTRIBUTOR
    Posted 16 days ago
    Hi @Chris Warren,

    You can select which fields from the appointment sync under Settings > Administration > System Settings > ​Synchronization  > Synchronized Fields. If the notes field is separate from the body, the sync behavior can be separated. That said, in our case, we simply trained our reps to create a separate task for internal notes and trained users to understand that updates to the appointment will sync to attendees.

    Also, be aware, if the Organizer field in dynamics is changed, Outlook won't simply change the ownership. This is an exchange limitation. Instead, exchange will send a cancellation from the original organizer, create a new appointment with the new organizer, and send a new invite to all attendees. This is a well known limitation with over 2000 votes for MSFT to enable appointment reassignment in Outlook: https://outlook.uservoice.com/forums/322590-outlook-2016-for-windows/suggestions/34639159-change-ownership-of-calendar-event-in-outlook-2016

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    Ryan Perry
    Business Systems Analyst
    Auric Solar
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