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Where are the settings for how often CRM should look to Outlook for new emails?

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Posted on by Tina Silver

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In our Sandbox and Production environments, we get new emails from Outlook every 5 minutes. In our Dev environment, it is 30 minutes. Where is the setting to change this so that we can have Dev run every 5 minutes as well?

We are using the current auto record creation and are testing our new auto record creation because the old one is deprecating at the end of the month. I'm trying to speed up how long it takes to test a single email coming into CRM and creating a case. Our new process looks for new emails coming into a single email box, grabs the email, then creates the case.

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RE: Where are the settings for how often CRM should look to Outlook for new emails?

Hi Tina,

As following document said:

https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/admin/server-side-synchronization?view=op-9-1#server-side-synchronization-frequency

Normally, synchronization occurs every 15 minutes. However, the synchronization frequency is determined based on the activity and load of the user’s mailbox. So, if a user’s mailbox is idle for a long period of time, the synchronization frequency will automatically increase, and may increase by hours. Notice that the synchronization frequency will also change based on the load and network connectivity of the user’s environment.

If you want to improve Server Side Sync performance, you can refer following link:

Improving Server Side Sync performance | Microsoft Dynamics Essentials Blog
Community Member Microsoft Employee on at

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RE: Where are the settings for how often CRM should look to Outlook for new emails?

Hi Tina,

Thanks for the reply .

Below is the navigation for Outlook Synchronization setting : Settings --> Administration --> System Settings --> Synchronization

But as mentioned earlier there is no configuration for email trigger 'Time Interval' rather it is real-time event based.

As per my observation in non production environment performance is bit slower in comparative to production environment. For further clarification or improvement you can reach out to Microsoft Support.

Hope this helps.

Thanks,

Goloknath
Tina Silver 175 on at

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RE: Where are the settings for how often CRM should look to Outlook for new emails?

We are already setup and receiving the emails into CRM. We just would like the emails faster so we can work the cases faster. We just can’t find the setting.
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RE: Where are the settings for how often CRM should look to Outlook for new emails?

Hi Tina,

Greetings! There are number of ways to create email to case. Please refer below links which provides no code solution if these helps.

https://carldesouza.com/dynamics-365-record-creation-update-rules-email-case/

https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-rules-to-automatically-create-or-update-records

As per my understanding there is no configuration for email trigger after certain time rather it is event based.

Note: If you have already implemented these rules then as per my observation in non production environment performance is bit slower in comparative to production environment. For further clarification or improvement you can reach out to Microsoft Support.

Thanks,

Goloknath