Configure Dynamics 365 App For Outlook

Dynamics 365 App for Outlook allows users to work on Dynamics 365 while using Outlook on desktop or web. 

Important: Dynamics 365 App for Outlook and Dynamics 365 For Outlook (also known as Outlook Client or add-in) are two different things.

You can see Dynamics 365 App for Outlook (Dynamics 365 pane or window) next to a selected Outlook email message, or when you're composing an email message or setting up a meeting or appointment.

The latest release of Dynamics 365 App for Outlook works with Dynamics 365 Customer Engagement (on-premises) and Common Data Service. It works with model-driven apps like Dynamics 365 Sales and Customer Service.

Let’s compare Dynamics 365 App for Outlook and Dynamics 365 for Outlook features:

Dynamics 365 App For Outlook Requirements

Dynamics 365 Requirement

• Dynamics CRM Online 2016 Update, or December 2016 Update for Dynamics 365 (online, on-premises)
• Server-Side Synchronization for incoming emails.
• Use Dynamics 365 App for Outlook privilege under Security Roles.
• Read/write privileges for the entities.
• Under the Business Management tab: Mailbox
• Under Customization tab: Entity, Field, Relationship, System Application Metadata, System Form, User Application Metadata, View

Email Server Requirement

• Exchange Online
• Exchange Server 2016
• Exchange Server 2013 CU 14 or later

Email Client

• Outlook 2019
• Outlook 2016 (MSI) version 16.0.4266.1001 or higher (on Windows 7 or higher client OS with IE 11 installed)
• Outlook 2016 (C2R) version 16.0.93330.2073 or higher (on Windows 7 or higher client OS with IE 11 installed)
• Outlook 2013 (MSI) version 15.0.5023.1000 or higher (on Windows 7 or higher client OS with IE 11 installed)
• Outlook for MAC
• Outlook for iOS (with Exchange Online, on Apple iPhone 6S or higher, running iOS version 8 or higher)
• Outlook for Android (with Exchange Online, on Android phones running Android 4.4,5.0,6.0, or 7.0)

Supported Web Browsers

• Microsoft Edge (with Exchange on-premise 2016 or higher and Exchange Online)
• Internet Explorer 11 (with Exchange on-premise 2016 or higher and Exchange Online)
• Google Chrome & Mozilla Firefox

Configure Server-Side Synchronization

You can use Server-Side Synchronization to receive and send emails from Dynamics 365. You can integrate Microsoft Exchange with Dynamics 365 Customer Engagement model-driven apps.

You can configure Email settings from Power Platform Admin Center.

Open the Power Platform Admin Center, select an environment, and click Settings.

Click Email settings under Email.

You can configure Synchronization methods as:

• Server Profile: Select the Microsoft Exchange Online server profile.
• Incoming Email: You can choose one to receive emails in Dynamics 365:

• None
• Microsoft Dynamics 365 for Outlook
• Server-Side Synchronization or Email Router
• Forward Mailbox

• Outgoing Email: You can choose one to send emails from Dynamics 365:
• None
  
• Microsoft Dynamics 365 for Outlook
• Server-Side Synchronization or Email Router

• Appointments, Contacts, and Tasks: To synchronize these with an email system, you can choose from:
• None
  
• Microsoft Dynamics 365 for Outlook
• Server-Side Synchronization or Email Router

When you select None in any configuration, that configuration setting is disabled.

Manage Email Tracking Settings:

You can use email tracking settings to define how your organization wants to track emails in Dynamics 365.

Click Email tracking under Email.

Enable Use correlation to define tracking based on tracking token and/or smart matching.

Let’s understand the concept of tracking tokens and smart matching.

Tracking Tokens:

Enable this option to use tracking tokens and to configure how Dynamics 365 displays them in the Subject line of the email messages.

With tracking tokens, you achieve 100% tracking accuracy. 

You can configure prefixes and other sections of tracking tokens.

If you don’t want to see tokens in Subject lines, you can enable folder-level tracking, which also provides 100% tracking accuracy.

Smart Matching:

Enable this option to use smart matching to correlate email based on the similarity between email messages. Smart matching isn’t as accurate as tracking tokens or folder-level tracking. 

You can define settings for smart matching as per your requirements.

Learn more about email tracking here

Configure and Deploy Dynamics 365 App for Outlook

After setting up prerequisites for Dynamics 365 App for Outlook, the next step is to configure and deploy Dynamics 365 App for Outlook.

Manage security roles on Dynamics 365 App for Outlook app.

Open Settings -> My Apps.

Click more options for Dynamics 365 App for Outlook and click Manage Roles.

Select security roles to have access to App for Outlook and click Save.

Enable Dynamics 365 App for Outlook in one of the two ways:

Option 1: Add Dynamics 365 App for Outlook to all eligible users.

Open Dynamics 365 App for Outlook from Settings.

Enable the checkbox Automatically add Dynamics 365 App for Outlook to all eligible users and click Save.

Option 2: Ask each user to click Settings -> Apps for Dynamics 365.

You will see a button Microsoft Dynamics 365 App for Outlook. Click on that button. And Dynamics 365 App for Outlook will be added to Outlook Web and Outlook desktop client.

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