D365 App for Outlook Complete User Guide

The D365 App for Outlook is a game-changer for businesses that use Dynamics 365. This app allows you to access your Dynamics 365 data directly from your Outlook inbox.

With the D365 App for Outlook, you can view and interact with Dynamics 365 entities such as accounts, contacts, and leads. You can even create new records from within Outlook.

To get started, you'll need to install the D365 App for Outlook from the Microsoft App Store. Once installed, you can configure the app to connect with your Dynamics 365 instance.

The D365 App for Outlook is available for both desktop and mobile devices, making it easy to stay connected to your Dynamics 365 data on the go.

To get started with the D365 App for Outlook, you'll need to meet some prerequisites. First, you'll need to set up synchronization of incoming email through server-side synchronization, which includes email, appointments, contacts, and tasks.

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Before you begin, make sure OAuth is enabled on Microsoft Exchange, as this is required for the App for Outlook to work. You can find more information on authentication and permission considerations for the makeEwsRequestAsync method.

On Windows clients, Internet Explorer 11 should be installed and enabled, although it doesn't necessarily need to be the default browser. For more details on requirements for running Office Add-ins, you can check out the relevant documentation.

To ensure a smooth experience, verify what's supported by checking the system requirements, limits, and configuration values for the App for Outlook.

To configure Dynamics 365 for Outlook, you need to restart Outlook after installation, and the configuration wizard will start automatically. If you don't want to configure it immediately, select Cancel and a button will appear on the Outlook toolbar.

You can also start the wizard manually by selecting Configuration Wizard on the Start screen or on earlier versions of Windows by selecting Start > All Programs > Microsoft Dynamics 365 apps. Alternatively, select Configure Microsoft Dynamics 365 for Outlook on the Dynamics 365 apps tab in Outlook.

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To add an organization, choose one of the following options: Connect, select Close, or restart the Configuration Wizard to designate a different organization as your current organization.

If you encounter issues configuring Dynamics 365 for Outlook, use the Microsoft Dynamics CRM for Outlook Configuration Diagnostic tool to fix the issue. You'll need to sign in with your Customer Engagement credentials.

To test email configuration and enable mailboxes, go to Settings > Advanced Settings, then Email Configuration and select Mailboxes. Select the mailboxes you want to test and enable, and follow the prompts to APPROVE EMAIL and TEST & ENABLE MAILBOX.

Note: The more mailboxes you enable, the longer it may take for the system to process the updates.

To configure Dynamics 365, you'll need to follow a few steps. First, after installing Dynamics 365 for Outlook, the configuration wizard will start automatically when you restart Outlook.

You can also start the wizard manually by selecting Configuration Wizard on the Start screen or by clicking Configure Microsoft Dynamics 365 for Outlook on the Dynamics 365 apps tab in Outlook.

If you encounter any issues during configuration, use the Microsoft Dynamics CRM for Outlook Configuration Diagnostic tool to fix the problem. This tool requires your Customer Engagement credentials to sign in.

To add an organization, choose one of the following options:

Once you've added an organization, you can verify that your mailbox is set up correctly by opening the mailbox that you tested in the previous step. If the setup is successful, the configuration Test Results section will change from Not Run to Success.

Here's a quick rundown of the steps to verify configuration:

To install the Dynamics 365 App for Outlook, you can either have your administrator push it to selected users, all users, or have users install it themselves.

Your administrator can get the App for Outlook solution from Microsoft AppSource and install it in your Dataverse organization. This requires a Dataverse store to be set up in your organization.

To install the app, follow these steps:

Alternatively, users can install the app themselves by going to Settings > Advanced Settings > Apps for Dynamics 365 apps > Add app to Outlook.

If users have trouble installing the app, it may be because their Exchange mailbox is currently linked to another organization. In this case, they need to overwrite the setting stored in Exchange to change the primary synchronizing organization.

To use Dynamics 365 App for Outlook, users need to have the Dynamics 365 App for Outlook User security role. This role is available from build 9.1.0.4206 or later, and users without it will receive an error message.

You must add users to this role so they can use Dynamics 365 App for Outlook. This will ensure that users have the basic privileges needed to access the app.

To add users to the App for Outlook security role, go to Settings > Advanced Settings, then Settings > Security, and select Users. From there, select the users and then select Manage Roles. In the Manage User Roles dialog, select the Dynamics 365 App for Outlook User security role to the users and then select OK.

Here's a list of the minimum security roles required by the service for server-side synchronization:

To ensure users have the necessary privileges to access Dynamics 365 App for Outlook, it's crucial to provide security role access. The Dynamics 365 App for Outlook User security role is available from build 9.1.0.4206 or later.

To add users to this role, go to Settings > Advanced Settings, then Settings > Security, and select Users. From there, select the users and Manage Roles, and add the Dynamics 365 App for Outlook User security role.

If a user doesn't have the required security role or privileges, they'll receive an error message: "You haven't been authorized to use this app. Check with your system administrator to update your settings."

The following privileges are required for server-side synchronization: prvReadEmailServerProfile, prvWriteMailbox, prvReadMailbox, prvReadOrganization, prvSyncToOutlook, prvReadActionCard, prvDeleteActivity, prvAppendActivity, prvWriteActivity, prvCreateActivity, prvReadActivity, prvAppendToActivity, prvReadConnection, prvAssignContact, prvReadContact, prvWriteContact, prvCreateContact, prvDeleteContact, prvReadUserQuery, prvReadQueue, prvReadQuery, prvReadIncident, prvSearchAvailability, and prvOverrideCreatedOnCreatedBy.

These privileges are outlined in the table below:

Adding a team to the Dynamics 365 App for Outlook User security role doesn't automatically propagate the privileges to the users within that team.

To access Dynamics 365 App for Outlook, you'll first need to have the capability enabled by your CRM administrator. This will give you the ability to access the App whether you're using the Outlook desktop client or the web app.

You can access the App by selecting the Dynamics 365 icon in the top right-hand corner of the toolbar in the Outlook desktop client. Alternatively, in the Outlook web app, select More(...) and then choose Dynamics 365.

The Dynamics 365 App for Outlook can be pinned to remain open as you navigate from email to email. Simply select the pin from the navigation bar to pin the app, and select the pin again to unpin it.

To enable the App from Advise, connect to Advise and go to Settings (gear icon) and select Apps for Dynamics 365. Click on the Microsoft Dynamics 365 App for Outlook button at the bottom to add the App.

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Here are the steps to engage the Dynamics 365 App in Outlook:

1. The Dynamics 365 App should now appear in your main Outlook ribbon, both in the Outlook client and Outlook Web Access (OWA).

2. Click on the email that you want reflected in Advise, whether it is a new email or an existing conversation.

3. Select Dynamics 365 from the Outlook ribbon.

4. A new Dynamics 365 column will appear on your email message.

Note: You may be prompted to "Sign in to access this site" when using the App. Wait for the app to load in the background, and then click on Cancel at the login prompt.

Troubleshooting installation problems can be frustrating, but there's a simple solution: check that you've enabled the feature. If you don't see Dynamics 365 App for Outlook when you click the Settings button, this is usually the culprit.

Another common issue is when users have trouble installing Dynamics 365 App for Outlook because their Exchange mailbox is linked to another Microsoft Dataverse environment or Customer Engagement (on-premises) organization. This can happen when a user belongs to multiple organizations, and their Exchange mailbox can only synchronize with one organization at a time.

To resolve this, you can try overwriting the setting stored in Exchange, but be aware that you'll need to follow the instructions in the KB article for more information.

To ensure your Dynamics 365 App for Outlook is working correctly, you need to test your email configuration and enable mailboxes.

You can do this by going to Settings > Advanced Settings in your app.

From there, navigate to Settings > Email Configuration and select Mailboxes.

Select the Active Mailboxes view and choose the mailboxes you want to test and enable.

To approve the mailboxes, select APPROVE EMAIL and then OK.

Once approved, select TEST & ENABLE MAILBOX and confirm with OK.

Be patient, as the system may take a while to process the updates, especially if you're enabling multiple mailboxes.

To deploy the app to your users, go to Settings > Advanced Settings and then Settings > Dynamics 365 App for Outlook.

You'll see a list of eligible users who can use the app, and you can choose how to deploy it to them.

Troubleshooting installation problems can be frustrating, but there are some common issues to look out for. If you don't see Dynamics 365 App for Outlook when you click the Settings button, check that you've enabled the feature.

One potential cause of installation problems is that your Exchange mailbox is linked to another Microsoft Dataverse environment or Customer Engagement (on-premises) organization. This can prevent Dynamics 365 App for Outlook from synchronizing appointments, contacts, and tasks.

To resolve this issue, you can try unlinking your Exchange mailbox from the other organization. However, keep in mind that an Exchange mailbox can only synchronize with one organization at a time.

If you're still having trouble, you can refer to the KB article mentioned in the Dynamics 365 documentation for more information on how to change the primary synchronizing organization.

Here are some key points to keep in mind:

The Dynamics 365 App for Outlook is a powerful tool that allows you to access Dynamics 365 directly from your Outlook inbox.

To access the app, you can either select the Dynamics 365 icon in the top right-hand corner of the toolbar in the Outlook desktop client, or select More(..) and then choose Dynamics 365 in the Outlook web app.

The app can be pinned to remain open as you navigate from email to email, making it easy to link contacts, create appointments and tasks, and access other Dynamics 365 functions directly from Outlook.

You can link email messages to a Dynamics 365 record with a single click, and also add email templates, knowledge articles, and sales literature to emails. Additionally, you can track Outlook contacts in Dynamics 365 and view and edit forms the same as what you see in the mobile experience.

Here are some key functions you can perform with the Dynamics 365 App for Outlook:

You can easily link email contacts to Dynamics 365 from within Outlook. In Outlook, click on the Dynamics 365 add-in icon on the top left.

To link an email to a contact, account, or lead in Dynamics 365, click on the + new button. You're then given a choice of adding them as a contact, an account, or a lead.

Once you select account, contact, or lead, you'll be presented with a quick create form to populate with relevant information. Make sure all the required fields are filled out and then save the record.

If you're adding a contact and their company is already in Dynamics, you can link the contact to the account record. If the company is not in Dynamics, you can also create a new account from here.

Here's a quick rundown of the linking process:

This process makes it easy to keep your Dynamics 365 records up-to-date and connected to your email communications.

Scheduling is a breeze with the Dynamics 365 app. You can create appointments and tasks directly from Outlook by selecting the Dynamics 365 add-in icon.

To set up an appointment, select the 3 dots in the upper right-hand corner of the window and choose New Activity. This will give you options to create different types of activities, including appointments, phone calls, and emails.

The Dynamics 365 App for Outlook is a powerful tool that integrates your email and Dynamics 365 data in one place.

You can view information about Dynamics 365 contacts and leads while working in Outlook, allowing you to see context-specific information in the context of an email message, meeting, or appointment.

This app offers a unified interface, providing the same experience as the new unified interface in a web browser and the mobile app.

With the Dynamics 365 App, you can track email messages, meetings, and appointments to a Dynamics 365 record with a single click, and link an email message to a specific account, opportunity, or project.

Here are some of the key features of the app:

The Dynamics 365 App for Outlook offers a unified interface that provides the same experience as the web browser and mobile app. This means you can access and manage your Dynamics 365 data seamlessly across different platforms.

You can customize the app to suit your needs by modifying the sitemap, allowing for full navigation of Dynamics 365 Customer Engagement. This flexibility is a great advantage of using the app.

Here are some of the key features of the Dynamics 365 App for Outlook:

The app also allows you to track and link email or appointments to existing records in Dynamics 365 using the "Set Regarding" feature. This is especially useful when you want to associate an email or appointment with a specific account or opportunity.

Let's talk about terminology. Tracking (without regarding) creates a copy of the email or appointment in Dynamics 365, but it's not attached to a specific Dynamics record. This is also referred to as promotion.

Email Correlation is the method used by Dynamics to determine if a received email is part of an existing email conversation. This process can also be referred to as email identification and matching.

Synchronization refers to the process of syncing emails, appointments, contacts, and tasks between Dynamics and Exchange. It also involves controlling which records are synchronized and which fields are synced.

Synchronous tracking means that the email, appointment, or contact is tracked immediately, without waiting for the async service. Asynchronous tracking, on the other hand, marks the record as an item to track and it's tracked when the async process polls for items.

With the current functionality, there are two options for tracking: synchronous and asynchronous.

To enable the Dynamics 365 App for Outlook, you'll need to follow a series of steps. First, you'll need to test your email configuration and enable mailboxes, which involves going to Settings > Advanced Settings, selecting Mailboxes, and approving and testing each mailbox.

The more mailboxes you enable, the longer it may take for the system to process the updates. You can also deploy the app to your users by going to Settings > Dynamics 365 App for Outlook and selecting the eligible users.

After enabling the app, you can access it by visiting the Microsoft document for directions on Setting up Dynamics 365 for Outlook. Once you've accessed the app, you can pin it to your Outlook ribbon so it remains open as you navigate from email to email.

To access the Dynamics 365 App for Outlook, you can select the Dynamics 365 icon in the top right-hand corner of the toolbar using the Outlook desktop client, or select More(...) and choose Dynamics 365 using the Outlook web app.

To configure the Dynamics 365 App for Outlook, you'll need to restart Outlook after installation, and the configuration wizard will start automatically. If you don't want to configure the app immediately, you can select Cancel and a Configure Microsoft Dynamics 365 for Outlook button will appear on the Outlook toolbar.

If the wizard doesn't start automatically, you can start it manually by selecting Configuration Wizard on the Start screen, or on earlier versions of Windows, select Start > All Programs > Microsoft Dynamics 365 apps, and then select Configuration Wizard.

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