Dynamics 365 App for Outlook – Deploying a New CRM Outlook Experience
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Published on Tuesday, November 28, 2017

The Dynamics 365 App for Outlook is finally getting attention and it has taken Dynamics equipped organizations some time to make the move to the new app from the legacy Outlook client add-in. Microsoft has announced that the previous CRM Outlook client is now deprecated with the availability of Dynamics 365 version 9. Future development and maintenance is discontinued in favor of the new app, so it can still be used for now, but it won’t be supported. There are many reasons to make the switch to the Dynamics 365 App for Outlook, but before a dive into some of the requirements and key set up steps, here are a handful of the highlights of the new app your users can look forward to by using the updated app:

Better performance and stability with no software installation required

The Dynamics 365 App for Outlook is faster and more stable than the legacy Outlook add-in, and it doesn’t require the installation steps that it used to require, so it’s less invasive and distracting than the previous Outlook client.

Review and take action on CRM activities and create follow-up activities

A view of current and past activities is available via the app directly in Outlook and related follow-up phone calls, appointments and tasks can be created and assigned to the related record.


Dynamics 365 CRM,Dynamics 365 App for Outlook


Matched CRM records auto-displayed

The Dynamics 365 App for Outlook reveals existing related records by matching against an email address already in CRM, including leads, contacts, and accounts related to the email address. An email can be quickly tracked against the correct related record and included in the history.

Email tracking against recent CRM records

It’s easier than ever to quickly link an email to a lead, contact or opportunity. Last used and pinned CRM records can be easily viewed to track against frequently used records.


Dynamics 365 CRM,Dynamics 365 App for Outlook


Easily create new CRM records from an email

Create new opportunities, contacts, tasks and cases directly related to an email.

Updated Outlook Web Access (OWA) experience

Outlook Web Access can be used to track both received and sent emails in a mobile or web browser from most devices.

The updated Dynamics 365 App for Outlook experience is worth the wait and while there are some important steps to be aware of to enable it, the enablement process is more straightforward and the end result will be positive for both users and admins. The latest version and functionality is optimized for Dynamics 365 version 9, so for best results, pair it with the latest version of CRM if possible.

Preparing CRM and Your Users for the Dynamics 365 App for Outlook

Preparation for successful app setup and outcomes will help ensure optimal experience and performance. Core requirements for the Dynamics CRM App for Outlook include:

  • Dynamics CRM Online 2016 Update or December 2016 Update for Dynamics 365 (online and on-premises);
  • Email processing via server-side synchronization;
  • Read/write role privileges on Mailbox, Entity, Field, Relationship, System Application Metadata, System Form, User Application Metadata/View and the Use Dynamics 365 App for Outlook privilege.

The Dynamics 365 App for Outlook needs and requires CRM server-side synchronization to be enabled for proper tracking and sync of email, contacts, tasks, and appointments between Outlook and CRM. Detailed steps for the Server Side Sync enablement process can be reviewed here. The app is enabled with Exchange Online and Exchange On-Premises with cumulative update 14 (or greater) and Exchange 2013 as the minimum version required. IFD/ADFS authentication must be enabled if using CRM On Premises.

Dynamics 365 App for Outlook with Outlook Web Access can be used on the following browsers:

  • Internet Explorer 10, 11, or Microsoft Edge
  • Google Chrome (latest version) on Windows
  • Firefox (latest version) on Windows
  • Apple Safari (version 9 or version 10) on Mac OSX

Outlook 2013 or 2016 and Outlook Web Access on IE, Edge, and Chrome are all supported, as are iOS 8-11 for iPhone 6S or higher, Outlook for Android 6 and 7 and Windows phone running 8.1 or 10. Most tablets are not yet supported. These requirements and more can be reviewed here.

The previous Dynamics 365 for Outlook client should not be used with the Dynamics 365 App for Outlook as activity tracking will be disabled with both tools enabled.

Configure Mailboxes to Prepare for Dynamics 365 App

This procedure assumes the email server profile has been created and mailboxes have been associated with it.

Settings > System > Email Configuration


Dynamics 365 CRM,Dynamics 365 App for Outlook

Dynamics 365 CRM,Dynamics 365 App for Outlook


Select: Email Configuration Settings: Set system-level email settings and Configure email processing and default synchronization methods for Server-Side Synchronization.


Dynamics 365 CRM,Dynamics 365 App for Outlook


Review Mailboxes > Active Mailboxes view to confirm email settings and test status. From this view, all or selected mailboxes can be selected to Approve Email, Apply Default Email Settings, and Test & Enable Mailboxes.


Dynamics 365 CRM,Dynamics 365 App for Outlook


If individual users are to be enabled to use the app, click on the mailbox record and confirm Synchronization Method is correct or Apply Default Email Settings from the ribbon to Set Server Profile and Configure Sync Method to Server Side Sync. Click Save.

Click - Approve Email (Note: Email won’t be processed for this mailbox until the email address of the mailbox is approved by an Office 365 administrator. For more information, contact your system administrator.)

Office 365 Global Admin must approve email address of the mailbox requested and alert CRM Admin If CRM Admin does not have Office 365 Global Admin privilege.

Open User Mailbox record. Click: Test & Enable Mailbox. Run test until configuration test results indicates ‘Success’ on all three Tests.


Dynamics 365 CRM,Dynamics 365 App for Outlook


How to Configure Entities to Track Email Against in the Dynamics 365 App

To configure the entities users can track email against, Relevance Search must be enabled and the entity/entities you want to track against must be selected to be searchable. To enable it, go to:

Settings > System Settings > General Tab > Enable Relevance Search = Yes

You should also select entities for Categorized Search to ensure the entities most relevant to tracking Outlook records against can be selected. Click here for more information on Relevance Search.


Enable Relevance Search

Dynamics 365 CRM,Dynamics 365 App for Outlook



Configure Relevance Search across the system.

Dynamics 365 CRM,Dynamics 365 App for Outlook


Deploying the App for Outlook to Users

Configure CRM to Enable the Dynamics 365 App for Outlook

Once the prerequisites have been done, enablement is done by a CRM Admin and Office 365 Global Admin with Exchange administrative privilege. 

Settings > System > Dynamics 365 App for Outlook > Click Add for Eligible Users

Select: Automatically add the app to Outlook

Dynamics 365 CRM,Dynamics 365 App for Outlook


If a user has the right privileges and their mailbox is properly configured and synchronized, nothing more will be required to push the App for Outlook to them.

To push the app to all eligible users, click Add App for All Eligible Users.

To push the app to specific users, select the users in the list and click Add App for Outlook.


Dynamics 365 CRM,Dynamics 365 Appear Outlook


User Enables Dynamics 365 App for Outlook 

In CRM, Click: Options > Apps for Dynamics 365.

Download the Microsoft Dynamics 365 App for Outlook.

The app will be added to Outlook. 

Restart Outlook to enable.


To refresh the app:

In CRM web client click: Options > Apps for Dynamics 365 > Re-Add the App -OR- 

In Outlook click: File > Info > Manage Add-Ins and refresh the app.


Dynamics 365 CRM,Dynamics 365 App for Outlook


The Best Part – Using the App

The core steps above should help make the app available to use. The installation takes care of itself from this point, unless a step in configuration has been missed or has failed. Once installed, the app will quickly become a frequently utilized window to the organization’s CRM system. The PSC CRM team can help you configure and train your uses to further enable your organizational data and drive user adoption.


Dynamics 365 CRM,Dynamics 365 App for Outlook

Dynamics 365 CRM,Dynamics 365 App for Outlook


Other helpful Dynamics 365 App for Outlook resources to review and share:

Watch a short video (1:35) about Dynamics 365 App for Outlook

Dynamics 365 App for Outlook User’s Guide







Categories: dynamics crm,Dynamics 365,Dynamics 365 for Talent,Dynamics,CRM,Outlook Add-In

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