CRM and Outlook Synchronization

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Hi All

Hopefully someone can explain if this is expected behavior with the CRM Outlook synchronization. I am using CRM 2016 online vanilla with Outlook plugin

Scenario 1 (appointment originates from CRM)
- Created a new appointment in CRM. This appointment synchronized to Outlook.
- Updated the appt in CRM and changes synced to Outlook
- Updated the appt in Outlook and changes synced back to CRM

So the above was expected behavior and works as expected.

Scenario 2 (appointment originates from Outlook)
- Created a new appointment in Outlook and tracked. This appointment displays in CRM
- Updated the appt in Outlook and changes synced to CRM
- Updated the appt in CRM and no changes are synced back to Outlook. Example, I updated start time and this did not update nor did the location or subject.

I have checked synchronization fields and they are set to 2 way. So is this expected behavior where appointments created in Outlook are only synced 1 way?

Thanks

Callum

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Community Member on at

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Hi All

Can someone confirm if this is expected behaviour as I have read all the white papers on this and nowhere does it state that Outlook to CRM is only a 1 way synchronisation when using the CRM for Outlook client.

Many Thanks

Callum

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Morne Wolfaardt on at

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We have a similar issue, but with the mobile application, and using server side sync.

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Sukh Gill 967 on at

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I have experienced this issue previously and this was because the email address for the User record in CRM was different to the primary email address in Outlook. If the email addresses are different and they need to be then try and use the Email2 field on the user record and populate with the email from Outlook.

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Sukh

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Community Member on at

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Hi Sukh

Thanks for the response. This seemed to fix the issues. I updated the email2 field with the actual email address and now appointments sync 2 ways when created from Outlook.

Thanks

Callum

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