Appointments Syncing Between Outlook & CRM

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Hi all,

So the sales team decided to start tracking Appointments in CRM, without telling my team and now that they are having troubles they are turning to us to get it together and I am trying to find the best practices for handling appointments between outlook and CRM.

The problem a user is reporting is some of the appointments showing up on their calendar show as tracked, and others do not. I went into CRM and I see the activity, so I know the original user tracked it properly but not sure why the problem user isn't seeing it as tracked (and obviously if they try to track CRM tells them you can't have duplicates).

If you have any thoughts, I'd love to hear them, as well as what you look at to get best practices for your CRM to Outlook implementation.

Thanks for your time!

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Srihari 350 on at

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Hi,

How is your team tracking appointments from Outlook to CRM? Using App for Outlook or the plug-in (COM add-in) or by setting a category? Are they using server-side synchronization?

Srihari

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Community Member on at

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Good Morning,

They are using the outlook plug-in, and server-side sync to get them tracked in CRM.

Thanks!

Brad

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Arun Vinoth 11,615 Moderator on at

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Try to diagnose the user mailbox in Exchange for any malfunction using EWS Editor: github.com/.../EWS-Editor-for-D365

It should show if any sync ids are missing.

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Kokulan 18,054 on at

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Is it affecting one user or more than one?

You could try restarting user's machine, possibly clearing cache as described in the link below and see if that resolves your issue

"Similar to how your web browser stores temporary files in a cache or folder on your computer, Microsoft Dynamics CRM processes and records may create and store files in a temporary cache. When updates occur, software

may still be referencing some of these old files in cache, which can cause various issues. The same can be true for the Microsoft Dynamics Outlook client and the need to clear the cache periodically."

www.powerobjects.com/.../maintaining-the-outlook-client-microsoft-dynamics-crm-2011

https://community.dynamics.com/crm/f/117/t/256508

Hope this helps

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