Hello everyone and Welcome to the Adopt2Win Column by Gus Gonzalez.

On today’s column I will be showing you how to utilize Microsoft Outlook View Settings to Increase User Adoption by making it easier for Microsoft Dynamics CRM Users to determine what to work/focus on. As a Bonus, I wanted to show you what happens when you remove Tracked Records between Microsoft Outlook and Microsoft Dynamics CRM; this information can be found at the bottom of this article.

As a Microsoft Dynamics CRM Solution Architect, I receive requests often from Customers looking to make it easier for them to determine what to work/focus on. The requirements change from User Group to User Group (and sometimes from user to user within the same User Group), for example, a Salesperson could be looking to focus on Opportunities about to Close, whereas a Customer Service Representative could be looking to focus on Cases with High Importance.

I will show you how to configure the View Settings in Microsoft Outlook to control the way the Information is displayed for your convenience.

Let’s start with two examples with Out of the Box sample data for Microsoft Dynamics CRM 2011 Online.

In the first example, let’s utilize View Settings to sort through cases. Here is a screenshot of what My Active Cases look like Out of the Box:

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In Microsoft Outlook 2010, navigate to the view for which you want to configure View Settings for and once the View is loaded click on the “View Settings” button located within the “View” tab on the Ribbon:

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The “View Settings” menu will open. Click on the “Conditional Formatting” button:

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Once opened, click to add a new Rule that will format the Cases based on Priority:

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Click on the “Font…” button and customize the Font in which these cases will be displayed:

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Click Ok and then Proceed to click on the “Condition…” button to specify the new rule condition.

From the “Advanced” Tab, Select the “Priority” field located within the “User Defined Fields in Folder” section:

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Once the field is chosen, ensure that it matches the “High” Priority and Add to the List:

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Once you click Ok to accept the new Condition, Click Ok one more time to apply the new format:

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Repeat the same steps above to create additional rules as needed (I.E. Color Yellow on Cases owned by Development Team).

For the second example, I am going to utilize the “Group By” capabilities of Microsoft Outlook to display Open Opportunities. In this case, I will be grouping opportunities by Pipeline Phase.

First, let’s begin with the Out of the Box view for Open Opportunities:

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In Microsoft Outlook 2010, navigate to the view for which you want to configure View Settings for and once the View is loaded click on the “View Settings” button located within the “View” tab on the Ribbon:

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The “View Settings” menu will open. Click on the “Group By” button:

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On the “Group By” menu, select “User-defined fields in folder” on the “Select Available fields from:” Drop down menu at the bottom of the screen and then Select “Pipeline Phase” as the condition to Group Items by:

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Click OK twice to accept the Grouping and see the results:

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The options showed on the two examples above could be combined to show even more detail…For example, look at this scenario where I want to see the Opportunities for “Variety Store” in Green at the same time I want Open Opportunities grouped by Pipeline Phase:

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Feel free to Explore with Microsoft Outlook to help you identify what to work/focus on within your Microsoft Dynamics CRM Organization.

 

Now that you are not expending all this extra time to figure out what to work/focus on, wouldn’t you like to know what happens if you remove a record tracked in CRM?

 

BONUS: Wonder what happens when you remove Tracked Records between Microsoft Outlook and Microsoft Dynamics CRM?

As a bonus, I want to make it easier for users to understand what happens when some of their records are removed from Microsoft Outlook or Microsoft Dynamics CRM so I decided to write a simple summary of what happens when the different records tracked between Microsoft Outlook and Microsoft Dynamics CRM are removed from either side.

 

Deleted in Microsoft Outlook:

Record Type

In Outlook

In CRM

Contacts

Deleted

Remains (synchronizes back to owner’s

Outlook when modified in the future)

Emails

Deleted

Remains

Open Appointments

Deleted

Deleted* when done by Organizer.

Remains in CRM if deleted from one of Attendees Outlook

Canceled or Completed Appointments

Deleted

Remains

Open Tasks

Deleted

Deleted*

Cancelled or Completed Tasks

Deleted

Remains

 

Deleted in Microsoft Dynamics CRM:

Record Type

In CRM

In Outlook

Contacts

Deleted*

Deleted for all users except contact owner

(Contact will be unlinked)

Emails

Deleted*

Remains

Open Appointments

Deleted*

Deleted from Outlook for all users when deleted

in MSCRM if Appointment start time is in the future.

Canceled or Completed Appointments

Deleted*

Remains

Open Tasks

Deleted*

Deleted

Cancelled or Completed Tasks

Deleted*

Remains

 

Deleted* = Permissions have been granted to allow deletion of CRM Records within the User’s CRM Security Role.

If you have any questions, comments or ideas for future posts, please leave me a comment below.