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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Set up issues - sync w...
Microsoft Dynamics CRM (Archived)

Set up issues - sync with exchange online and outlook

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Posted on by DaveTQM

Hi

I have just installed CRM for our education 365 tenant with exchange.

I am trying to set up 1 CRM account - sales@abc.com

This account exists in my outlook desktop client as well as on exchange online. I added it as a CRM account online in MS CRM. When I added the outlook add-in for CRM, it synced the CRM data to my default office account, not sales@abc.com. So I have a few questions on how to proceed to set up.

1. How to sync with the right email / account in outlook desktop?

2. One problem now is that outlook is trying to sync the wrong account with CRM online, and because the email addresses don't match it comes up with an error pop up for every record. There are many thousands of these and so now its stuck nearly  endlessly popping up error windows.

3. I see that many items will be tracked and linked - emails, tasks, contacts etc. So these need to sync to the right account too.

4. I notice you can sync outlook client side OR exchange server side. Since we have exchange online, that's fine to do server side. Is all the same functionality available? i.e. will it sync everything including emails sent from outlook client? I guess so, as these of course are synced to exchange online mailboxes etc.

5. Should I therefore disable outlook client syncing altogether?

6. But then it seems to me that somehow we have to link outlook CRM add-in to the correct email address client side so that we can use the offline functionality of outlook with CRM.

7. Initially what I want to do is add my CRM account client side, and then drag and drop / copy contacts, emails, tasks etc. from existing exchange account in outlook (I have 6 local accounts, and several shared mailboxes)

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  • ThomasN Profile Picture
    ThomasN 3,190 on at

    Hi Dave, it is my understanding and experience that CRM Outlook client cannot be synced with multiple profiles. The user for syncing to CRM has to be the same User Profile for the primary Outlook account. The plugin works directly within Outlook so opening separate instances with different accounts will not work. The sync will attach to the user profile assigned to Outlook. It does this to limit shared licensing.

    Any work you do through your CRM plugin will be tied to your CRM user account. Perhaps exploring queus, and workflows to accomplish some sorting will be helpful. So you could put add contacts, track emails, tasks, but then a workflow kicks off to change assignment or placement within CRM based on some fields.

    However, after all that is may be easier to work directly through CRM Online if you managing several accounts. I am sorry if I misunderstood and this is no help, just wanted to offer some insight and commiserate with the difficulties the CRM plugin may have.

    Have a great day! - Tom

    Please verify answer if this helped.

  • DaveTQM Profile Picture
    DaveTQM on at

    Hi Thomas,

    Thanks for your answer.

    But note I am not trying to sync with multiple accounts. If this is for stopping shared licensing, that's fair enough, but I am only trying to sync with one account. Its simply that I have many mailboxes / email addresses. Surely that's a standard feature of users trying to use 365 / sharepoint / CRM services or other Microsoft offerings.

    Actually its not stopping shared licensing, its stopping me buying more than one license!

    Say I have 3 email addresses with different domains and different business units. I cant buy a license for each and use all 3 in outlook!

  • ThomasN Profile Picture
    ThomasN 3,190 on at

    Hi Dave,

    I did some research and confirmed the Outlook client attaches to the default mail account. I understand your point about having more user licenses and managing them through Outlook would be beneficial. As it stands the Outlook client will let you set up and configure multiple Organizations, but not multiple business units from one CRM instance.

    I think a solution for you may be to set the Sales@abc.com as the default mail account, then you would be okay. As long as you did not mind switching accounts for your regular mail. I hope this helps. Let us know.

    -Tom

  • DaveTQM Profile Picture
    DaveTQM on at

    Hi Tom,

    How does it work with multiple organizations then? Don't they have different email addresses / accounts?

    BTW I tried using different profiles in outlook and that doesn't work either as it always loads CRM plugin. Although perhaps it can be disabled in one profile and not another?

    At the moment its hard to test as its also throwing an outlook error causing outlook to stop and restart in safe mode with the plugin disabled.

  • DaveTQM Profile Picture
    DaveTQM on at

    OK, so lets say I have to give up with outlook client. Getting errors / unstable and cant support more than 1 email address.

    So could anyone advise on the other points please?

    3. I see that many items will be tracked and linked - emails, tasks, contacts etc. So these need to sync to the right account too. Can this be done server side?

    4. I notice you can sync outlook client side OR exchange server side. Since we have exchange online, that's fine to do server side. Is all the same functionality available? i.e. will it sync everything including emails sent from outlook client? I guess so, as these of course are synced to exchange online mailboxes etc.

    5. Should I therefore disable outlook client syncing altogether?

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