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When our callcenter handles requests from customers and book meetings with our employees, they make an appointment in CRM, which in turn synchronizes in the employees Outlook calender (Exchange 2010). This works fine when the employee is logged on to his Outlook. But if he ain't, the calendar doesn't sync. And then there's a risk for bouble booking, since operator no 2 on the callcenter can't see which appointments operator one has made in the employees calender... Is this by design, or is there something we haven't switched on to make this happen? All operators are allowed to create appointments in the employees calendar using Outlook permissions.
Server-side sync is really what you need which is not available until CRM 2013.
See this brief explanation of the differences:
Jacob Cynamon-Murphy, a Sales Engineer at Sonoma Partners had this to say:
Microsoft Dynamics CRM 4.0 and 2011 offered administrators the email router, a separate server component that could be used to deliver emails created in Dynamics CRM and track email conversations to CRM records in an automated fashion. Although it is certainly useful, there is more to activity tracking then email.
Conveniently, there was also Dynamics CRM for Microsoft Office Outlook, a.k.a. the Outlook client. This extremely functional add-in extended Outlook, making it a comprehensive personal information manager and CRM interface. Users could sync emails, tasks, appointments, and contacts with the click of a button, and changes to records in CRM would be automatically synchronized with the records in Outlook… as long as the user's instance of Outlook was running. Like the email router, this was not a perfect solution.
Enter server-side sync, introduced as part of the Dynamics CRM 2013 feature set. This capability, baked in to the CRM 2013 server rather than a separate component (like the email router), allows Dynamics CRM and your email server to chat directly - this will simplify administration. On top of that, it can also be used to sync appointments, tasks, and contacts if you use Microsoft Exchange Server, removing the requirement to have the Outlook client sitting open on users' desktops. Calendars, contacts, appointments, and tasks will be up-to-date, even in Outlook Web Access and mobile devices, once you handle the simple configuration on the server.
Although there are some limits on the supported configurations, this is a huge first step to ensuring that all users have access to all of the data that they need to market, sell, and serve your customers.
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