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So I've been discovering the fun and joy of trying to get the Dynamics 365 App for Outlook operational for some users of our business, and its been quite a journey to even do the technical setup before we even get to users themselves - I got there in the end though. I keep coming across frustrating features though that just keep showing up over and over. I'll come up with a workaround but then it won't work in x setup and so on.
So this is both abit of a question/discussion on some things that have really bugged me trying to implement this so far. I'd be interested to know if people who've had similar issues have come up with solutions or better solutions than what I've managed to scrape together to date
For what its worth, we are using CRM on Premise version nine. I have set up server side sync that talks to an online Exchange (office 365)
That's what I've discovered so far. I haven't even started digging into meetings, but that appears to be another case of it has to be sent first, then tracked after. Does anyone have fixes/better fixes for the above, or workarounds, or do these usability pains just have to be dealt with?
I just look at tools like Hubspot which our sales team are on, and it seems to do a better job of integrating with Outlook way, WAY more seamlessly than Microsofts official app does, to the point where I've integrated our Hubspot and CRM to keep our sales and client data joined up because its better to have the integration than unhappy/frustrated end users, but I really am trying to give this app a chance for some of our other users who would like Outlook working well with CRM.
I will try to answer your questions in the order they were asked as best as I can.
I would recommend reading through Aaron Richards 10 part blog series as he goes into excellent detail on the App for Outlook. This has helped others in the past with understanding the App for Outlook and Server-Side Sync which the App for Outlook leverages during tracking.
(+) Dynamics 365 App for Outlook Part 1- The Basics - Microsoft Dynamics CRM Community
I hope this helps and I am sorry to hear that you have much frustration at your end user level.
Thanks and have a great day!Lance KoplinMicrosoft Dynamics 365 Support
Firstly, thanks for such a comprehensive answer, its really helpful.
Responses in order
1. Please if it could be considered by the team, otherwise if you have users who use dashboards inside CRM then as soon as they pin any dashboard at all the admin has to step in to pin the outlook dashboard to their user settings (otherwise in Outlook app the view will shift to the default dashboard they have selected every time they go to a new message). I'm trying to work around this abit by moving their dashboards to PowerBI (which is more focused on such things anyway in terms of possibilities) and creating URL links to CRM, so it doesn't matter that their default dashboard in CRM always has to be the Outlook one.
2. I've tried all the steps in that link (ignoring the one you said to ignore) and did an IISReset after doing so. I did notice for the AppWebServices in my environment they were already enabled, but I did the removal of providers and disabled it. I also ran the ADFS powershell script with no issue. Unfortunately I still see the 'Desktop App Web Viewer' connecting to [crmenvironment URL] prompt. It's still the case that assuming I've logged in normally the first time for the day I can press x if I see that and it still authenticates me in.
3. Because of the unusual setup we have in terms of integration as well as some end user permissions oddities we actually don't have any duplicate detection rules on leads or contacts. I also double checked my own personal setup (as I get this popup message myself) and unfortunately I already have 'Create Contacts from the organizer or sender of tracked email messages or meetings' ticked and those popups still show in desktop/OWA.
I did see an unobtrusive version of this message (see www.youtube.com/watch ) - its a Microsoft gold partner doing a demo, and the message can be seen in the app if you pause 4 minutes in (and looks way, way more like I'd expect to see), but I have no idea how they managed to get the popup to just show like that.
Otherwise, for now, I think its a case of just trying to work around it as it doesn't absolutely block a user from clicking track, even in OWA where the window can't be resized.
4. I believe this may either be a functionality thing with on premises and/or a lack of knowledge/learning on my part. I have noticed some things on demos/articles I've researched where a feature where it sometimes isn't clear if its online only or is available for on prem (e.g. Another potentially useful feature is the TrackCategorizedItems category, which seems to be only in Online, though I'm also seeing stuff that suggests it is possible with OrgDBOrgSettings tool in on premises). I'm going to keep reading (including the series you have linked and recommended, thank you) and work this out.
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