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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Server-side sync behav...
Microsoft Dynamics CRM (Archived)

Server-side sync behavior with outgoing emails sent from Outlook

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Posted on by Community Member Microsoft Employee

Scenario: Dynamics 365 and Exchange Server in same Office 365 tenant with server-side sync enabled and configured

I am experiencing that some of the emails that I send from Outlook to people for whom I have Contacts in Dynamics 365 with that email address are not getting synced to the Activity pane on those Contacts. In some cases yes; in some cases no; I cannot see a pattern. 

I contacted Support and they tell me that outgoing emails sent through Outlook do not automatically sync to Contacts even if server-side sync is set up and configured correctly. Apparently I'm supposed to use the Dynamics 365 App for Outlook to manually set each outgoing email that I want to sync to a Dynamics 365 Contact to Regarding that Contact.

This seems unbelievable to me. What is the point of server-side sync if I have to manually sync each outgoing email? It seems to me to be absurd from every point of view, not least of which the time loss and hassle of having to do that each time you send an email. 

I would be grateful if a Microsoft MVP or other authoritative voice could explain in simple language how this is supposed to work (official Microsoft literature on the topic is not very clear I have to say).

Thanks in advance!

*This post is locked for comments

  • Suggested answer
    Andreas Cieslik Profile Picture
    Andreas Cieslik 9,265 on at
    RE: Server-side sync behavior with outgoing emails sent from Outlook

    When you read the first paragraph of this article:

    crmbook.powerobjects.com/.../advantages

    you should become a better understanding of what server-side sync can do and what not.

    I could imaging that configuring the new folder-level tracking could give you the desired behavior (at least on folder level)

    technet.microsoft.com/.../dn946907.aspx

  • Shooter McGavin Profile Picture
    Shooter McGavin on at
    RE: Server-side sync behavior with outgoing emails sent from Outlook

    In my experience with Server-side Sync, there is no way to automatically track emails sent from Outlook into CRM. Manual options include:

    A) Find the email after it's been sent and track it using the App for Outlook

    B) Find the email in the Sent Items folder and drag it to a tracked folder (You may be able to set up an Outlook rule to automate this. Unfortunately you're limited to 25 tracked folders.)

    I agree, it's unbelievable.

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Server-side sync behavior with outgoing emails sent from Outlook

    So what if I send an email to a client or a prospect from my phone?

  • NatrajY Profile Picture
    NatrajY 3,040 on at
    RE: Server-side sync behavior with outgoing emails sent from Outlook

    I don't believe that setting is applicable just to CRM alone. It is when you also have the app installed on Outlook.

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Server-side sync behavior with outgoing emails sent from Outlook

    Thanks Natraj. I am going to try to close this thread in some way and start a new one because the title I gave it is misleading. This is not in fact about Outlook; I need emails I send to be tracked no matter what client I send them from (Outlook, Outlook Web App, mobile device, other...). That said, your advice that emails have to be manually tracked doesn't seem to correspond with this setting:  

    807716.Capture.PNG

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Server-side sync behavior with outgoing emails sent from Outlook

    Thanks Andreas.

    I read the first link and it doesn't answer my question.

    I read the second link and it's a troubleshooting article. What I need is information about how something is supposed to work when it's working properly.

    Thanks though.

  • NatrajY Profile Picture
    NatrajY 3,040 on at
    RE: Server-side sync behavior with outgoing emails sent from Outlook

    One post I have found quite helpful in understanding SSS is this post from Jukka [View:http://survivingcrm.com/2014/03/synchronization-vs-tracking-understanding-activity-management-options-dynamics-crm/:750:50]

    Emails are synchronised only after they have been tracked. Tracking is a manual process, as CRM does not know what emails in the mailbox need to be pushed to CRM, the first time. One approach you can try is to create a generic email address and a queue in CRM with mailbox setup to go with that email address. When you send out an email, you simply cc this queue email address and the email will be in CRM as well. In this scenario, I am not sure whether the CRM App for Outlook will say whether the email is tracked or not. I have to do some tests to check this behaviour.

    Currently I am using a combination of Forward mailbox, Server Side Sync, Queues and Outlook rules to track emails, tasks and appointments without using the CRM App for Outlook at all.

  • Andreas Cieslik Profile Picture
    Andreas Cieslik 9,265 on at
    RE: Server-side sync behavior with outgoing emails sent from Outlook

    Have read this articles?

    www.microsoft.com/.../frequently-asked-questions-about-synchronizing-records-between-microsoft-dynamics-365-and-microsoft-outlook.aspx

    technet.microsoft.com/.../hh699813.aspx

    Have you installed both Dynamics 365 App for Outlook and Dynamics 365 for Outlook Addin at the same time?

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