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Is there a way to automatically have all calendar entries in Outlook (Appointments/Meetings) be tracked in CRM?

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Posted on by brrrrianlee

Is there a way to automatically have all calendar entries in Outlook (Appointments/Meetings) be tracked in CRM?

Right now, it looks like you have to have the user hit "Track" for the specific appointment/calendar entry before it shows up in CRM.

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ScottDurow 21 on at

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You are right - you'll need to hit track to get an appointment into CRM - this is because user's generally don't want all their appointments in CRM - only the ones that are relevant to customers.

Hope this helps,

Scott

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brrrrianlee on at

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Is there a way to set up a workflow/process to automatically start tracking all appointments that fit a certain criteria?

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ScottDurow 21 on at

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Unfortunately this is handled by the outlook plugin and can't be done purely server side. You could write an outlook plugin using the Outlook SDK and auto track appointments - see msdn.microsoft.com/.../gg328454.aspx

Hope this helps,

Scott

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Michael Hammons on at

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Hello,

Yes, there is a couple of ways. If you currently have Dynamics CRM on-premise you can use server-side synchronization to synchronize email, appointments, contacts, and tasks from Microsoft Exchange Server.

technet.microsoft.com/.../dn531109.aspx

In the upcoming Spring Wave release both CRM Online and Exchange Online will also be supported.

If your need is a bit more urgent we have had success using Riva Integration Server. It too provides server level synchronization for email, calendar, tasks and contacts. It also provides folder level syncing while the out-of-box CRM server-side sync does not. Riva provides a 15-day free trial of their cloud based product if you want to try it before you buy it.

Mike

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brrrrianlee on at

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Mike, do you know if the server side sync automatically promotes appointments you create in outlook/mobile device (which is synchronized with Exchange) to CRM?

Or do you still need to hit "track" before the server side sync takes over?

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Michael Hammons on at

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Yes server-side sync automatically promotes the appointments. Clicking the Track button is no longer required in this case.

Keep in mind that an appointment created on a device or while on the road (with a laptop), the sync to CRM will not happen until that appointment is synced to Exchange first. Then the server-side sync will "see" the appointment and sync it to CRM, or vice-versa; if the appointment started in CRM, it will sync to Exchange and ultimately be seen in Outlook and any devices connected to Exchange.

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ScottDurow 21 on at

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@Michael - your suggestion is not completely correct.

Server Side sync will only automatically put appointments from CRM into exchange - but not the other way round. If you create an appointment in outlook, you must use the outlook client to 'track in CRM' and promote it to CRM so that once it has been promoted then server side sync will start to sync it between Exchange and CRM.

As stated in technet.microsoft.com/.../dn531109.aspx

"You will, however, still require Outlook client to promote an item from Outlook to CRM."

Read Jukka's excellent article on this subject - niiranen.eu/.../synchronization-vs-tracking-understanding-activity-management-options-dynamics-crm

Hope this helps,

Scott

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ScottDurow 21 on at

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Hi Brian,

Server Side sync will not automatically promote appointments from outlook/mobile devices into CRM - it will only sync appointments to Exchange from CRM automatically. You will need to track appointments via the Outlook client before they will be synced. As I said before, you would need to create a outlook plugin to automatically track appointments.

Hope this helps,

Scott

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brrrrianlee on at

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Thanks for the clarification. Much appreciated. It seems like MSFT should allow the auto promotion to occur as an option during the CRM setup.

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Michael Hammons on at

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Scott, thanks for sharing the excellent article from Jukka and correcting my mis-understanding of what server-side sync will and will not provide. I believe the required use of the plugin will be disappointing to a lot of people.

A little confusing/odd that on this page, technet.microsoft.com/.../dn531050.aspx , Microsoft has a note that says "We recommend that you don’t use a mixed configuration of Outlook synchronization and server-side synchronization for appointments, contacts, and tasks in the same organization, because it may result in updated CRM data not synchronizing to all attendees." Then on the previous page they say "You will, however, still require Outlook client to promote an item from Outlook to CRM."

So, Brian, looks as if you will either need to follow Scott's suggestion and keep using the plugin and click Track in CRM, or, creating your own plugin, or, go with the other option of Riva Integration Server. As Riva has been around for a while and I have hands on experience with it, this will do what you need without a plugin required.

Mike

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