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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Clear Dynamics 365 Con...
Customer experience | Sales, Customer Insights,...
Suggested Answer

Clear Dynamics 365 Contacts from Outlook

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Posted on by Nithin Vanam 35

Hello,

We have several of our users using the Dynamics 365 App for Outlook to track emails. However we noticed that due to default filters, all of the Dynamics 365 Contacts have been synced to Outlook(About 400,000) and Outlook crashes quite frequently. We modified the Synchronization user filter for Contacts to sync only records owned by the user but this doesn't seem to have removed all those D365 contacts. I reached out to MS Support and the option i was suggested was to manually select the contacts from Outlook and untrack them 25 at a time. This is a long and tedious solution as we have multiple users with 400,000 contacts synced. Is there any option to untrack all at once or any other mean to clear these D365 contacts from Outlook? Thanks in advance.

pastedimage1579570683441v1.png 

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  • Suggested answer
    Sanjana Ramesh Profile Picture
    Sanjana Ramesh on at

    Hello Partner,

    Manually selecting a batch of 25 contacts from outlook & selecting untrack is the recommended approach. However, you can deactivate/modify the contact sync filter and perform a force synchronization. This should remove all the D365 CRM contacts from outlook. And then you can re-activate the contacts filter to sync the contacts as per filter criteria.

    Hope this helps.

    Best regards,

    Sanjana

    Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365

  • Nithin Vanam Profile Picture
    Nithin Vanam 35 on at

    Hi Sanjana,

    Thanks for your inputs. Could you please provide the steps for a force synchronization? Thanks

    Regards,

    Nithin

  • Sanjana Ramesh Profile Picture
    Sanjana Ramesh on at

    Hi Nithin,

    You can follow the below steps to perform force sync,

    1. Verify/manage filters that specify the contacts in D365 & that needs to be synchronized to outlook or exchange.

       --> Login to CRM instance --> Settings --> Administration--> System settings --> Synchronization tab.

    2. Perform Test & Enable of your mailbox ( this will synchronize the D365 CRM contacts to outlook as per the filter criteria set ).

    Best Regards,

    Sanjana

  • Nithin Vanam Profile Picture
    Nithin Vanam 35 on at

    Hi Sanjana,

    Thank you for responding back. I removed the office 365 account from outlook. Performed a force sync as suggested by you. Based on the filter criteria i have set for the user, i am supposed to see only 102 records but i still see all the contacts after adding the outlook account back to the Outlook desktop app.

    It also looks like all the contacts are being tracked

    pastedimage1579648881783v1.png

    Could this be the issue that is preventing only the contacts that meet the filter criteria from being synced? Any inputs would be of great help. Thanks.

    Regards,

    Nithin

  • Sanjana Ramesh Profile Picture
    Sanjana Ramesh on at

    Hi Nithin,

    Can you please raise a Microsoft support ticket to address the contact sync filter's not being respected after performing force sync.

    Regards,

    Sanjana

  • Nithin Vanam Profile Picture
    Nithin Vanam 35 on at

    Hi Sanjana,

    I have raised a ticket and this is the response i got:

    "After post discussion with our internal team, once contacts are synced from Dynamics 365 to outlook. We can’t delete by changing the filter. This issue can be addressed by the outlook support team.

    Hence, we will be directing this request to our Outlook team, to get this addressed immediately. However please be rest assured, i will be available on stand by and if you need any assistance, please feel free to contact me."

    I haven't heard anything back from the Outlook support team yet. Could you please confirm the above behaviour of synced dynamics contacts in CRM? All the contacts are tracked too so would that impact the contacts from being removed from outlook after a force sync? Thanks again for your inputs.

    Regards,

    Nithin 

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