Customer Engagement & Dynamics CRM Forum

Expand all | Collapse all

Dynamics 365 app best practices

  • 1.  Dynamics 365 app best practices

    TOP CONTRIBUTOR
    Posted 19 days ago
    Does anyone have the best guidelines/recommendations for installing and using the most current tracking in Outlook with the Dynamics 365 app?
    We have a TON of emails that pass through users daily and my concern is that CRM will house everything under activities (convo's that exist from emails forwarded or not, internal email convo's etc). I am having a hard time trying to figure out if I should roll this out for our users or still make them use the old tracking (only handful are able to do this without computer issues).
    I know there are a few settings in Options to select from, but they don't really seem to resolve my concerns above.

    I would appreciate hearing everyone's experience who is currently using the app for tracking. Or even the best Do's and DON'T to get us started. I have read everything I can online, and have printed stuff out, but I'm still hesitant to roll this out.

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


  • 2.  RE: Dynamics 365 app best practices

    GOLD CONTRIBUTOR
    Posted 17 days ago
    Hi Heather,

    maybe the conversation in this thread will help you: https://www.crmug.com/communities/community-home/digestviewer/viewthread?GroupId=1285&MessageKey=d10d2ce4-e0cd-40be-b250-8684a145441b&CommunityKey=dc83c23b-ede0-4070-ae7a-dd90859148a6&tab=digestviewer&ReturnUrl=%2fcrmug%2fcommunities%2fcommunity-home%2fdigestviewer%3fcommunitykey%3ddc83c23b-ede0-4070-ae7a-dd90859148a6%26tab%3ddigestviewer

    ------------------------------
    Sissy Bottcher
    Business Process Innovation Specialist
    StudyPortals
    San Diego CA
    ------------------------------



  • 3.  RE: Dynamics 365 app best practices

    GOLD CONTRIBUTOR
    Posted 15 days ago

    ​We had a strong desire to use the Outlook plugin for tracking emails to CRM but we ran into issues for a few reasons:
    - Our Users existed in the database as both Users and as Contacts, and their Contact records contained their Work email addresses, linking them with the User records which led to unwanted tracking of private conversations
    - Despite our efforts to specially configure it, Outlook couldn't seem to handle our large number of records (e.g., 1.7 million Contacts).
    - The plugin was adequate for maybe 40% of the users in our test group; the others couldn't continue to use it due to constantly crashing Outlook
    We tried implementing the plugin with CRM 2013 and discontinued use. We later tried implementing with CRM 2016 and again ended use due to issues.
    I'd like to test out the App, but it has less functionality than the plugin, and user confidence in a new option is dismally low.
    So we are using cut and paste now to track emails from Outlook to CRM, until users have had enough time to forget the frustration they experienced with the plugin. :-)



    ------------------------------
    Allison Briden
    Business Systems Analyst
    Energy Trust of Oregon
    Portland OR
    ------------------------------



  • 4.  RE: Dynamics 365 app best practices

    TOP CONTRIBUTOR
    Posted 15 days ago
    Yes- the majority of our users can't use the "old" plug in because it keeps crashing their Outlook. I found a patch to fix this issue when their tracking magically disappears but it doesn't always work, unfortunately. Plus,hardly anyone uses the email tracking option in CRM because they want to house everything in their Outlook. I am very anxious and nervous about rolling out this revised dynamics app to track emails. When I was testing app with myself and the IT guy all of our convos kept being tracked even though I did everything under the sun to avoid this problem. I even removed our names as contacts (which really shouldn't be entered as contacts anyway- but I swear it was like a curse that wouldn't go away! Nothing worked!). The best option was to uncheck something under the email options but it still won't work for the majority of my users since they will be sending emails back and forth with clients etc.
    I had high hopes for this outlook app in the beginning but I do not feel comfortable rolling it out right now, but then I have to deal with the angry users who can't track email from outlook using the old app or who dont want to copy and paste into CRM because it will never show their emails as "closed". Argh.

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



  • 5.  RE: Dynamics 365 app best practices

    GOLD CONTRIBUTOR
    Posted 15 days ago
    Hey Heather,

    which tracking settings did you use? For us using "Email messages in response to Dynamics 365" in combination with deselecting the "Create Contacts" Option works rather well. Sure, we still get some emails that are tracked and not relevant but it's not too many. We have about 100 licenses at the moment (not all of these users track emails) and are tracking about 300-500 emails per day. As described in the other thread - I set up some additional dashboards for myself where I monitor for example internal conversations or irrelevant emails and can trigger deletion for these. It's not a perfect system and probably not efficient for a larger organization, but for our needs and our size it works well enough.

    Tip on the users: try to identify a few the users that are the exceptions to your rule - those that are positive about trying out a new feature, tired of copy-pasting and want to find a better solution, even if not perfect. Ask these users to test for a week and give you feedback. During that test phase - monitor closely what is being tracked and what not and how change of settings will affect it.

    I think the new App is much more modern and takes into consideration the drawbacks of the old plugin. By now it has matured enough that the initial issues with it are mostly gone and it should be rather efficient to use. The fact that you cannot work offline with it, is imho just reflecting the fact that these days everyone is always online unlike 10/15 years ago when it was still a pain to find hotspots while travelling. The only thing we are missing from the old app is the support for Dynamic Downloads in Excel - but we have an easy workaround for this as well: users that need this get to install the old plugin but deactivate it in Outlook. Deactivating it in Outlook doesn't deactivate it excel for example - so updating dynamic downloads works for them.


    ------------------------------
    Sissy Bottcher
    Business Process Innovation Specialist
    StudyPortals
    San Diego CA
    ------------------------------



  • 6.  RE: Dynamics 365 app best practices

    D365UG/CRMUG ALL STAR
    Posted 12 days ago
    Have you already rolled out Server Side Sync? This should help with the crashing issues in Outlook as it moves processing to the server. This is also required when using the App for Outlook.

    When I rolled out Server Side Sync at a former organization we had a fun time getting all of the settings correct. It is nice to have the processing happening in the background but it removes a lot of visibility into what is happening. So you will need to plan extra time for dealing with those issues.
    I blogged about the experience and what we learned: https://kyliekiser.com/2019/02/18/real-life-tales-of-server-side-sync/

    The issue with contacts and users having the same email will still be a problem. Like was already suggested, you should update the tracking settings to ensure that not all emails are being tracked then users can be trained to use Set Regarding. Keep in mind you can use XrmToolBox to update those user-level settings in bulk.

    Good luck!​

    ------------------------------
    Kylie Kiser
    Product Owner, CRM
    Ascensus

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



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