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Open Word docs stored in D365/Sharepoint Online directly in Word desktop application

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Posted on by Robert Bringolf

Hi,

We have Sharepoint Online Integration configured in Dynamics 365 Customer Service. Generation and storage of Word documents works fine. But klicking on the link of the Word document in the document tabs in Dynamics 365 opens allways Word online in the browser.

What has to be configured to open the document directly in the Word desktop application?

I appreciate any help. Thanks

Best regards,

Robert

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Robert Bringolf 13 on at

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Open Word docs stored in D365/Sharepoint Online directly in Word desktop application

Hi Daivat

Thank you for your answer.

All the configuration was already in place.

The point is, that after switching out of the documents grid in Dynamics 365 to the corresponding storage location (Sharepoint Online) the Word document opens directly in the client desktop application (Word).

But if I click on the Word document listet in the documents grid within Dynamics 365, then the Word document opens in Word Online.

So in the same browser the click on the link to the same Word document produces different results depending on whether it is done so in Dynamics 365 grid or Sharepoint Online library! ...?

It would be great, if we could open the Word documents direkctly from the documents grid in Dynamics 365 with only one click.

Best regards,

Robert

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RB-25040658-0 4 on at

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Open Word docs stored in D365/Sharepoint Online directly in Word desktop application

Hi Daivat

Thank you for your answer.

All the configuration was already in place.

The point is, that after switching out of the documents grid in Dynamics 365 to the corresponding storage location (Sharepoint Online) the Word document opens directly in the client desktop application (Word).

But if I click on the Word document listet in the documents grid within Dynamics 365, then the Word document opens in Word Online.

So in the same browser the click on the link to the same Word document produces different results depending on whether it is done so in Dynamics 365 grid or Sharepoint Online library! ...?

It would be great, if we could open the Word documents direkctly from the documents grid in Dynamics 365 with only one click.

Best regards,

Robert

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Daivat Vartak (v-9d... 7,827 Super User 2025 Season 2 on at

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Open Word docs stored in D365/Sharepoint Online directly in Word desktop application

Hello Robert,

You're right, the default behavior when clicking a link to a Word document stored in SharePoint Online through Dynamics 365's document grid is to open it in Word Online within the browser. To force these documents to open directly in the Word desktop application, you'll need to make some configuration changes primarily within SharePoint Online itself. Dynamics 365 essentially relies on how SharePoint is configured to handle file opening behavior.

Here's a breakdown of the steps and settings you need to adjust:

The Key Setting: Library Settings in SharePoint Online

The most direct way to control how documents open from a SharePoint library (which is where your D365-integrated documents are stored) is through the library's settings.

Steps to Configure SharePoint Online:

Navigate to the Document Library:

In Dynamics 365, go to the relevant entity (e.g., Case, Account) where you see the document grid.

Click on the "Documents" tab.

Click on any of the listed documents. This will usually open the associated SharePoint Online site and the specific document library where these files are stored.

Access Library Settings:

Once in the SharePoint document library, click on the Settings gear icon in the top right corner.

Select Library settings.

Go to Advanced Settings:

In the Library settings page, click on Advanced settings.

Change the "Opening Documents in the Browser" Setting:

Scroll down to the section titled Opening Documents in the Browser.

You'll see an option like:

Open in the client application: This is what you want to select. It will attempt to open the document in the associated desktop application (Word in this case).

Open in the browser: This is the default setting that causes documents to open in Word Online.

Use server default (open in the browser): This might also be selected by default.

Select "Open in the client application":

Choose the Open in the client application option.

Click OK:

Scroll to the bottom of the Advanced settings page and click OK to save your changes.

Important Considerations:

Per Library Setting: This setting is configured per document library. If you have multiple SharePoint document libraries integrated with different entities in Dynamics 365, you will need to repeat these steps for each library.

User's Local Configuration: For this setting to work correctly, the users must have the Word desktop application installed on their local machines. If they only have Word Online, the browser will likely still be used (though the behavior might be unpredictable).

Browser Behavior: Some web browsers might have their own settings or plugins that influence how they handle links to Office documents. While the SharePoint setting should generally override this, it's worth keeping in mind if users experience inconsistent behavior.

Permissions: Ensure you have the necessary permissions in SharePoint Online to modify library settings. Typically, you need to be a site owner or have sufficient permissions.

Synchronization: There might be a slight delay for the changes in SharePoint Online to be fully reflected when accessing documents through Dynamics 365. Try refreshing your Dynamics 365 page after making the changes.

Alternative (Less Recommended) - Browser-Specific Settings:

While the SharePoint library setting is the most reliable and recommended approach, some browsers might have extensions or settings that can influence how they handle links to Office documents. However, relying on browser-specific settings is less consistent and harder to manage across your organization.

In summary, the key to opening Word documents directly in the desktop application from Dynamics 365's document grid is to configure the "Opening Documents in the Browser" setting within the Advanced settings of the corresponding SharePoint Online document library to "Open in the client application." Make sure to apply this setting to all relevant document libraries integrated with your Dynamics 365 environment.

If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more. If you have further questions, please feel free to contact me.

My response was crafted with AI assistance and tailored to provide detailed and actionable guidance for your Microsoft Dynamics 365 query.

Regards,

Daivat Vartak

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André Arnaud de Cal... 297,361 Super User 2025 Season 2 on at

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Open Word docs stored in D365/Sharepoint Online directly in Word desktop application

Moved the question to the Customer Service forum.

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Robert Bringolf 13 on at

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Open Word docs stored in D365/Sharepoint Online directly in Word desktop application

Hi Holly

Thank you very much - well structured response.

Most of the points I had already checked/set, but at one point (marked yellow/red) our system doesn't react as expected ...and therefore the documents keep

opening in Word online.

Steps to Configure Opening in Word Desktop Application

Update SharePoint Document Library Settings:

Navigate to the Document Library in SharePoint Online where the Word documents are stored.

Click on the Settings gear icon and select Library Settings.

Under Advanced Settings, locate the section Opening Documents in the Browser.

Select Open in the client application and click OK.

Ensure Office Integration is Enabled:

Verify that Office Integration is enabled in SharePoint Online.

This ensures that documents can be opened directly in desktop applications.

Check Dynamics 365 Configuration:

In Dynamics 365 Customer Service, ensure that the SharePoint Integration is correctly configured.

Confirm that the links generated for documents point to the SharePoint library and respect the client application setting.

Modify User Preferences:

In the Word Online interface, click on the Edit in Word option once.

This action may prompt the system to default to opening documents in the desktop application for future interactions.

Test the Configuration:

After making these changes, test by clicking on a Word document link in Dynamics 365. It should now open directly in the Word desktop application.

Any idea?

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Holly Huffman 6,518 Super User 2025 Season 2 on at

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Open Word docs stored in D365/Sharepoint Online directly in Word desktop application

Good morning, afternoon, or evening depending on your location!

To configure Dynamics 365 Customer Service and SharePoint Online so that Word documents open directly in the Word desktop application instead of Word Online, follow these steps:
Steps to Configure Opening in Word Desktop Application

Update SharePoint Document Library Settings:

Navigate to the Document Library in SharePoint Online where the Word documents are stored.

Click on the Settings gear icon and select Library Settings.

Under Advanced Settings, locate the section Opening Documents in the Browser.

Select Open in the client application and click OK.

Ensure Office Integration is Enabled:

Verify that Office Integration is enabled in SharePoint Online.

This ensures that documents can be opened directly in desktop applications.

Check Dynamics 365 Configuration:

In Dynamics 365 Customer Service, ensure that the SharePoint Integration is correctly configured.

Confirm that the links generated for documents point to the SharePoint library and respect the client application setting.

Modify User Preferences:

In the Word Online interface, click on the Edit in Word option once.

This action may prompt the system to default to opening documents in the desktop application for future interactions.

Test the Configuration:

After making these changes, test by clicking on a Word document link in Dynamics 365. It should now open directly in the Word desktop application.

Additional Considerations

If the issue persists, ensure that users have the Microsoft Office desktop applications installed and are signed in with the same account used for Dynamics 365 and SharePoint Online.

Hope this helps some!

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