Customer Engagement & Dynamics CRM Forum

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Outlook Integration

  • 1.  Outlook Integration

    Posted Jan 23, 2019 10:49 AM
    Hi CRMUG Community,

    Our Company is evaluating integrating Outlook with CRM. I was wondering if others had any suggestions on what App they used for the integration, what went well, what didn't go well that we should take into consideration, and if you had any recommendations.We are currently on version 9.0 online. Any feedback you can provide would be greatly appreciated.

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    Sydney Silbar
    CRM Business Analyst
    Milwaukee Tool Corp.
    Brookfield, WI
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  • 2.  RE: Outlook Integration

    TOP CONTRIBUTOR
    Posted Jan 23, 2019 03:22 PM
    Sydney,

    Are you looking for options beyond the delivered Dynamics 365 Outlook Client?

    Did you have specific issues or concerns with the delivered Outlook connector client?  Or were you looking for any specific additional functionality it does not provide?  This info might help others in the group better point you to other 3rd party options that are out there.  I personally use the delivered Outlook Client.

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    Patrick O'Donnell | VP - Business Development, the Americas
    mscrm-addons.com
    Patrick.ODonnell@mscrm-addons.com
    Atlanta GA
    770 781 8260 Cell
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  • 3.  RE: Outlook Integration

    Posted Jan 23, 2019 09:04 PM
    Hi Sydney

    We use the out of the box Dynamics 365 App for Outlook for all of our clients and works well. No client install required!

    Please feel free to reach out if you would like more information on this, the linked article above shows how to deploy it.

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    Kind regards,

    Andrew Rogers | Cloud Consultant | RENSkyTech | Silver Microsoft Partner | Education Partner
    m: 0423 376 434 | w: https://renskytech.com.au | l: https://www.linkedin.com/company/renskytech/
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  • 4.  RE: Outlook Integration

    Posted yesterday
    Hi Andrew!
    Were you previously on the Outlook Client? We've just switched to the D365 App for Outlook but it looks like several icons are still showing as the old Client icons & functionality.  For example, the Dynamics 365 tab in Outlook was in the old Client add-in.

    "When the Customer Engagement add-in is installed, you'll see a new Customer Engagement tab on the Outlook ribbon. Click the tab to see information about contacts."

    I was just curious if you're seeing this as well or if a new User Guide has been created?

    Thank you! Leah Kilkenny


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    Leah Kilkenny
    Blue Cross Blue Shield of Kansas City
    Kansas City MO
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  • 5.  RE: Outlook Integration

    Posted 21 hours ago
      |   view attached
    Hi Leah

    If you are still seeing both the thick and thin client (thick is Outlook addon installed and thin is button deployed from Dynamics 365 Online) I would recommend uninstalling the thick client via the Control Panel on your computer. If this is unable to be done, I would contact your IT systems administrator. The button you should only be seeing in your Outlook is the picture below.

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    Kind regards,

    Andrew Rogers | Cloud Consultant | RENSkyTech | Silver Microsoft Partner | Education Partner
    w: https://renskytech.com.au | l: https://www.linkedin.com/company/renskytech/
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  • 6.  RE: Outlook Integration

    SILVER CONTRIBUTOR
    Posted 23 hours ago
    @Andrew Rogers - the app needs to be installed by the user on their client machine right? ​

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    Sunil Raheja
    Aha Apps
    Glen Allen VA
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  • 7.  RE: Outlook Integration

    Posted 21 hours ago
    Edited by Andrew Rogers 21 hours ago
    No, it can be deployed server side (Dynamics 365 Online). Have a read of the article I linked and let me know if you have any further questions.
    https://docs.microsoft.com/en-us/dynamics365/customer-engagement/outlook-app/deploy-dynamics-365-app-for-outlook

    ------------------------------
    Kind regards,

    Andrew Rogers | Cloud Consultant | RENSkyTech | Silver Microsoft Partner | Education Partner
    w: https://renskytech.com.au | l: https://www.linkedin.com/company/renskytech/
    ------------------------------



  • 8.  RE: Outlook Integration

    SILVER CONTRIBUTOR
    Posted 2 hours ago
    I see, but internally it still does install the app add-on on the client machine right?

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    Sunil Raheja
    Aha Apps
    Glen Allen VA
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  • 9.  RE: Outlook Integration

    GOLD CONTRIBUTOR
    Posted Jan 24, 2019 10:16 AM
    I agree that the Outlook App is the way to go.
    But I say that with a caveat that you really need to upgrade to version 9.2 as that is when full functionality comes on board and an improved Mobile experience.  Stay away from the Outlook Client as it was supposed to already be deprecated and was very unstable.

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    Ron Goetz
    Knowledge Mgr
    SPX Hydraulic Technologies
    Rockford IL
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  • 10.  RE: Outlook Integration

    Posted Jan 24, 2019 05:15 PM
    Sidney - If you are running Exchange 2010 you will not be able to use the Outlook integration (there is a plug-in which we tried and it killed the machine we were testing it on). We are in that situation and are in the process of upgrading.

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    Chris Caputo
    Director of Project Management
    CATIC
    Rocky Hill CT
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  • 11.  RE: Outlook Integration

    TOP CONTRIBUTOR
    Posted 9 hours ago
    Hi Sidney -
    We use the Outlook client for emails but we use Riva Sync software to synchronize appointments and tasks. We're also sync'ing contacts for one user.
    We had all kinds of problems with the Outlook client deleting appointments from Outlook calendars (when we were using CRM 2011) and deleting tasks from CRM. We also wanted to use our standard categories so that any user could look at another user's calendar and know just by the colors what type of appointments they were seeing. The Outlook client wouldn't sync categories.

    We use the on-premises version of Riva Sync so we can have more control over sync frequency and get access to log files for troubleshooting. But they have a cloud version that we may switch to once we migrate to Dynamics CRM cloud.

    The customer support is fantastic. Very responsive and very thorough.

    https://www.rivacrmintegration.com/


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    Karla Keeney
    Chapter Leader, Orlando FL
    Director of Technology
    Resource Consulting Group
    Orlando FL

    [CRM 2016 SP1 on-premises]
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