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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Dynamics 365 App for o...
Microsoft Dynamics CRM (Archived)

Dynamics 365 App for outlook Contact Sync..?

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Posted on by Community Member Microsoft Employee

Hi All, 

I've setup a Dynamics 365 instance, configured and pushed the Dynamics 365 App for outlook to eligible users which is working great.

I've read the user guide in relation to tracking contacts that exist in outlook address book and Dynamics however I would expect for changes made to the address book contact to be synced back to the CRM contact record and vice-versa.  Is this a wrong assumption?

For example changing the Title field on the contact record in outlook has not effect on the title field on the crm record. 

Linkage with account seems ok so outlook must be pushing updates into CRM.

Any help/advice would be appreciated.

*This post is locked for comments

  • popujol Profile Picture
    popujol 655 on at
    RE: Dynamics 365 App for outlook Contact Sync..?

    Hi, can you confirm that contact can be created/synced from CRM down to oultook with the lightbew app?

  • Verified answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Dynamics 365 App for outlook Contact Sync..?

    For those finding this post - CRM email configuration for contacts, appointments and tasks wasn't on so make sure you check this before... :(

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Dynamics 365 App for outlook Contact Sync..?

    Hi Mohamed,

    Thanks for replying.  I have been using the guide in the link you provided to perform this testing and I understand the limitations of a delegated user.  However my question relates to keeping contact record data in sync between Outlook and Dynamics and vice/versa. 

    My current observations through testing are:

    Working

    • Creation of a contact in outlook, then track to CRM works
      • Subsequent linkage to an existing account works.

    Not Working/Missing

    • Any updates made to tracked contact in either outlook contact record or crm aren't synced back.
    • Sort doesn't work
    • Criteria for filter doesn't match documentation
    • Documentation doesn't specify any field mappings that take place for contacts.
    • Columns to display doesn't persist state between movement from outlook add-in for contacts back to address book.
    • Internet Explorer crashes frequently - docs suggest there is a dependency as IE must be installed.

    With this current behaviour I cannot recommend the App to my client and it simply doesnt feel production ready for the reasons outlined above.

    Reaching out to the community in case i'm missing something, maybe a setting within CRM?

    Office version in use: 1704 (Build 8067.2157)
    Dynamics CRM online

  • M I Mostafa Profile Picture
    M I Mostafa 4,257 on at
    RE: Dynamics 365 App for outlook Contact Sync..?

    Hi David,

    Firstly, Delegated users can not use Dynamics 365 App for Outlook to track. Microsoft suggests using folder-level tracking or automatic tracking for delegated users.

    Secondly, you need to make sure that Outlook contacts are tracked in Dynamics 365. To do this, you need to

    1) Click the Outlook Contacts tab.

    2) In the contacts list, select the check box next to the appropriate contact(s).

    3) On the ribbon, click Track or Untrack.

    Have a look at the section: "Track Outlook Contact in Dynamics 365" on the Dynamics 365 App for Outlook guide:

    www.microsoft.com/.../dynamics-365-app-for-outlook-user-s-guide.aspx

    Hope this helps! If you found my response helpful, please mark "yes" to confirm it helped you so others can benefit as well.

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