Customer Engagement & Dynamics CRM Forum

Expand all | Collapse all

Dynamics 365 App for Outlook triage tips and tricks?

  • 1.  Dynamics 365 App for Outlook triage tips and tricks?

    TOP CONTRIBUTOR
    Posted Apr 10, 2019 10:14 PM
    Hello Folks,

    We are working on rolling out the new D365 App for Outlook after a very long time on the Outlook client.

    Wondering if folks who have been on the App for a while have any tips and trick to share on resolving issues with the new App?   With the client we had access to the diagnostics tool, client side traces, etc to aid, now we have no of that.

    For some context, I currently have a single user who cannot see Categorized Search results via the App. Works in D365 Web Client, but not the App.  All other users can see search results with no issues.  So got me to think that other folks in the community might be able to share some triage tips.

    Cheers
    Todd

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


  • 2.  RE: Dynamics 365 App for Outlook triage tips and tricks?

    Posted Apr 11, 2019 09:33 AM
    Don't forget the tried-and-true "close/reopen". Either closing/reopening Outlook or closing/reopening the App inside of Outlook. That was probably on your radar, but thought it worth a mention as it's fixed a number of odd behaviors we've experienced since implementing a couple months ago.

    ------------------------------
    Greg Enns
    ERP Coordinator
    Technical Prospects
    Kaukauna WI
    ------------------------------



  • 3.  RE: Dynamics 365 App for Outlook triage tips and tricks?

    Posted Apr 11, 2019 09:40 AM
    For the search issue, try the steps in post #6 of this thread https://www.crmug.com/communities/community-home/digestviewer/viewthread?MessageKey=639501b2-187c-4ff7-a536-70ea5e4f9687&CommunityKey=dc83c23b-ede0-4070-ae7a-dd90859148a6&tab=digestviewer#bm639501b2-187c-4ff7-a536-70ea5e4f9687

    I highly recommend the 8 part blog series about the App for Outlook and the additional post about analyzing the mailbox details file on this blog --- Dynamics 365 Customer Engagement in the Field Dynamics 365 Customer Engagement in the Field

    Finally, there is the official documentation, which is pretty up to date and also worth reading. https://docs.microsoft.com/en-us/dynamics365/customer-engagement/outlook-app/overview



    ------------------------------
    Marty Wright
    Product Manager
    Northwestern Mutual
    Milwaukee WI
    ------------------------------



  • 4.  RE: Dynamics 365 App for Outlook triage tips and tricks?

    Posted Apr 11, 2019 02:03 PM
    There are links to a number of troubleshooting tools in my "Outlook App Gotchas"​ presentation.

    ------------------------------
    Sarah Schneider
    Senior CRM Business Systems Analyst
    Donaldson Company, Inc.
    Bloomington MN
    ------------------------------



  • 5.  RE: Dynamics 365 App for Outlook triage tips and tricks?

    TOP CONTRIBUTOR
    Posted Apr 12, 2019 12:37 PM
    @Todd Mercer - Something to keep in mind is that the panel in Outlook is rendered using Internet Explorer (IE). Sometimes the IE cache has to be cleared. I wrote up an article addressing of these things: https://www.crmsoftwareblog.com/2019/03/addressing-issues-with-the-dynamics-365-app-for-outlook/  ​

    ------------------------------
    Aaron Back, MCSE
    Sr. Microsoft Dynamics 365 Consultant
    www.acemicrotech.com
    _______________________________________
    CRMUG Board Member
    CRMUG Chapter Leader - Cincinnati, Ohio
    ------------------------------



  • 6.  RE: Dynamics 365 App for Outlook triage tips and tricks?

    TOP CONTRIBUTOR
    Posted Apr 15, 2019 05:59 AM
    Hi @Todd Mercer, regarding Categorized Search, we have a problem where users can't search for records in the App, no results are returned.  Only users on Windows 7 are affected.  Most of our users have moved over to Windows 10 and the problem no longer exists so I'd check what operating system the user is on.

    ------------------------------
    Mark Aston
    Data Analyst
    Ordnance Survey
    Southampton, UK
    ------------------------------



  • 7.  RE: Dynamics 365 App for Outlook triage tips and tricks?

    TOP CONTRIBUTOR
    Posted 17 days ago
    Hey @Mark Aston We resolved our issue with Categorized Search.  Turns out it was for users who's security roles were not enabled for the App. The App was deployed to them due to the fact that they were eligible based on Mailbox status of syncing ACT, and Incoming/Outgoing mail.  They could navigate ​and do set regarding within the App just had zero results in Categorized Search.

    Thanks everyone for your input on this thread.


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



If you've found this thread useful, dive deeper into User Group community content by role