Deploy Dynamics 365 App for Outlook

Applies to Dynamics 365 (online), version 9.x

Important

The latest release of Dynamics 365 App for Outlook, works with Dynamics 365 (online), version 9.0 or later only.

Delegated users can not use Dynamics 365 App for Outlook to track emails.

Multi-factor authentication with Dynamics 365 App for Outlook is not a supported scenario.

People can use Dynamics 365 App for Outlook to tap the power of Dynamics 365 while using Outlook on the desktop, web, or tablet. For example, view information about email or appointment recipients, or link an Outlook email or appointment to a Dynamics 365 record such as an opportunity, account, or case. To learn more about what Dynamics 365 App for Outlook offers, see the Dynamics 365 App for Outlook User Guide.

Known issues

For known issues with this version of Dynamics 365 App for Outlook, see the Dynamics 365 Customer Engagement Readme.

There are two ways to install Microsoft Office: using a Windows Installer (MSI) version or a Click-to-Run (C2R) version of Office. You might have issues accessing Dynamics 365 in the Add-ins area of Outlook if you don't have the necessary updates for your installation version. For more information, see Issue when trying to access Dynamics 365 within the Add-ins area of Outlook.

If your organization is using a custom EWS URL on your Exchange Online configuration (in place of the default https://outlook.office365.com), Dynamics 365 App for Outlook is not supported. You will receive the message Sorry, something went wrong. Please try again, or restart the application. Error code: Error_Message_0x80070000 when you use Dynamics 365 App for Outlook in Outlook Desktop and Outlook Web Access.

The Outlook App is not enabled on Common Data Service for Apps 2.0.

Requirements

The following are required to use Dynamics 365 App for Outlook:

Support matrix for Outlook Dashboard

Note

Support for 2013 versions of Office 365 ProPlus ends February 28, 2017. More information: See here.

Note

Supported configurations and requirements for Dynamics 365 features are listed throughout our documentation. Specific configurations not documented should be considered unsupported.

Required privileges

Dynamics 365 provides access to Dynamics 365 App for Outlook through the Use Dynamics 365 App for Outlook privilege. If a user doesn’t have this privilege, they’ll receive the following error:

“You haven't been authorized to use this app. Check with your system administrator to update your settings.”

In addition:

  1. Users must have read/write privileges for the following entities.

    Business Management tab:

    • Mailbox

    Customization tab:

    • User Application Metadata
  2. Users must have read privileges for the following entities.

    Customization tab:

    • App

    • Entity

    • Field

    • Relationship

    • System Application Metadata

    • System Form

    • View

Set the privileges for a security role

For example, to set privileges for the Mailbox entity:

  1. Go to Settings > Security.

  2. Click Security Roles.

  3. Choose a security role, and then click the Business Management tab.

  4. In the Entity section, review the Mailbox privileges settings. The security role should have User or higher settings.

  5. In the Privacy Related Privileges section, verify that Use Dynamics 365 App for Outlook is set to Organization. If not, click Use Dynamics 365 App for Outlook.

Provide security role access

If you have custom security roles defined in Dynamics 365, users who have that security role assigned may not be able to access Dynamics 365 App for Outlook. In addition to the custom security role containing required privileges for App for Outlook, the security role needs to be bound to the App for Outlook App. In order to achieve this, follow the steps below:

  1. From the main menu navigate to Settings > My Apps. Dynamics 365 My Apps page

  2. On the Dynamics 365 App for Outlook tile click the ellipsis and then click Manage Roles. Dynamics 365 Manage Roles page

  3. In the flyout that appears on the right, select the security roles to have access to App for Outlook and choose Save. Dynamics 365 select a Role

Supported configurations with Microsoft Exchange

As of the December 2016 Update for Dynamics 365 (online and on-premises) you can use the app with any combination of Dynamics 365 (online) or Dynamics 365 (on-premises) and Exchange Online or Exchange Server (on-premises), including hybrid configurations. This means you can use Dynamics 365 App for Outlook in any of the following configurations:

Dynamics 365 (online) Exchange Online
Dynamics 365 (online) Exchange Server (on-premises), version 15.0.1236.3.32 (Cumulative Update 14 for Exchange Server 2013) or greater
Dynamics 365 (on-premises) Exchange Server (on-premises), version 15.0.1236.3.32 (Cumulative Update 14 for Exchange Server 2013) or greater
Dynamics 365 (on-premises) Exchange Online

Feature support per client

Received email
(view information and track)
Compose email
(view information, track,
and add templates,
knowledge base articles,
and sales literature)
Appointments and meetings
(view information and track)
Contacts
(view information and track)
Outlook 2016 (desktop client) O and M O and M1 O and M1 O3 and M2
Outlook 2013 (desktop client) O and M O and M1 O and M1
Outlook for Mac (desktop client) O and M
Outlook on the web (OWA) O and M O and M1 O and M1
Mobile Outlook app4 O

(O)nline: Dynamics 365 (online), Exchange Online
(M)ixed: Dynamics 365 (online), Exchange Server 2013/2016

Note: Dynamics 365, version 9 is not available on-premises.

(1) Tracking email in compose mode and tracking appointments requires Exchange Server 2013 CU14 or Exchange Server 2016.

(2) Tracking contacts is supported only on Exchange Server 2016 CU3 and Outlook 2016 16.0.6741.1000 C2R version or later. Or, Outlook 2016 MSI version 16.0.4444.1000 or higher with the following KBs installed. For more information, see these KB articles:

(3) Supported only on Outlook 2016 16.0.7426.1049 or later.

(4) Supported on iPhones 6S or higher, with iOS 8 or higher.

Supported servers

The server requirements for using Office Add-ins are Exchange Server 2013, Exchange Server 2016, or Exchange Online.

Supported languages

Dynamics 365 App for Outlook supports the following languages:

Bulgarian (Bulgaria) - 1026 Hebrew - 1037 Portuguese (Brazil) - 1046
Chinese (People's Republic of China) - 2052 Hindi (India) - 1081 Portuguese (Portugal) - 2070
Chinese (Taiwan) - 1028 Hungarian - 1038 Romanian - 1048
Croatian (Croatia) - 1050 Indonesian - 1057 Russian - 1049
Czech (Czech Republic) - 1029 Italian - 1040 Serbian - 2074
Danish - 1030 Japanese - 1041 Slovak - 1051
Dutch - 1043 Kazakh - 1087 Slovenian - 1060
English - 1033 Korean - 1042 Spanish - 3082
Estonian - 1061 Latvian - 1062 Swedish - 1053
Finnish - 1035 Lithuanian - 1063 Thai - 1054
French - 1036 Malaysian - 1086 Turkish - 1055
German - 1031 Norwegian - 1044 Ukrainian - 1058
Greek - 1032 Polish - 1045 Vietnamese - 1066

Deploy Dynamics 365 App for Outlook

After setting up server-side synchronization and setting the required privileges, you can push Dynamics 365 App for Outlook to some or all users, or you can have users install it themselves as needed.

To push the app to users

  1. Go to Settings > Dynamics 365 App for Outlook.

  2. In the Getting Started with Dynamics 365 App for Outlook screen, under Add for Eligible Users (you may have to click Settings if you’re opening this screen for the second or subsequent time), select the Automatically add the app to Outlook check box if you want to have users get the app automatically. If a user has the required privileges and email is synchronized through server-side synchronization, you won’t have to do anything more to push the app to them. For example, if you add the required privileges to the Salesperson role, and then assign this role to a new user, they’ll automatically get the app.

  3. Do one of the following:

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

    • To push the app to certain users, select those users in the list, and then click Add App to Outlook.

    Tip

    If the list shows that a user is pending or hasn’t been added, you can click the Learn more link next to the user to find more information about status.

  4. When you’re done, click Save.

To have users install the app themselves

  1. Users click the Settings button Settings button, and then click Apps for Dynamics 365.

  2. In the Apps for Dynamics 365 screen, under Dynamics 365 App for Outlook, users click Add app to Outlook.

Note

Users can also disable or remove the add-in themselves, if needed. For more information, see the Dynamics 365 App for Outlook User’s Guide.

Filter entities and views that appear in Dynamics 365 App for Outlook

If you are a system administrator or a customizer, you can choose to expose only the required set of entities to be available to Dynamics 365 App for Outlook.You can do this through App Modules.

With the PowerApps App Designer, you can control the specific entities that appear in Dynamics 365 App for Outlook’s Quick Create menu and the Regarding lookup. This helps you get to the record you are looking for faster and also modularize business logic by exposing only the relevant entities for your users in Dynamics 365 App for Outlook.

  1. From the main menu navigate to Settings > Customizations > Apps.
  2. Double-click Dynamics 365 App for Outlook to open the App Designer

Dynamics 365 My Apps page

  1. Choose Add > Entities and then select the entity you want to add and complete the addition by including all assets.

Dynamics 365 My Apps page

Dynamics 365 My Apps page

  1. Review the list of Views that are available for the entity and deselect the ones you do not want to be available in Dynamics 365 App for Outlook. In Dynamics 365 App for Outlook Regarding lookup, you can filter results based on an entity and further, on one of the views defined for that entity.

Dynamics 365 My Apps page

  1. Save your changes and publish the customization.

Note

Troubleshooting installation problems

  1. If you don't see Dynamics 365 App for Outlook when you click the Settings button Settings button, check that you've enabled the feature. See Enable.

  2. If you or your users have trouble installing Dynamics 365 App for Outlook, it may be because their Exchange mailbox is currently linked to another Dynamics 365 organization. An Exchange mailbox (email address) can only synchronize appointments, contacts, and tasks with one organization, and a user that belongs to that organization can only synchronize appointments, contacts, and tasks with one Exchange mailbox. You can overwrite the setting stored in Exchange if you want to change the primary synchronizing organization. For more information, see this KB article.

Limitations

Customizing App for Outlook sitemap

System customizers have access to the Sitemap Designer (within the App Designer) for Dynamics 365 App for Outlook. It is one of the App Modules in version 9.0. The Dynamics 365 App for Outlook default landing page is a dashboard that is configured in the App Module. Customizations to App for Outlook sitemap are not supported at this time. If you are unable to view the Dynamics 365 App for Outlook landing page when you open App for Outlook, please follow the steps below.

  1. Navigate to Settings > Customizations > Customize the system.
  2. From the menu on the left, expand Components and then select Dashboards.
  3. Select App for Outlook Dashboard and then select Enable Security Roles.

Dynamics 365 App for Outlook Customizations page

  1. On the Assign Sercity Roles: App for Outlook Dashboard box select Display to everyone and Enable for Fallback.

Dynamics 365 App for Outlook Assign Sercity Roles

  1. Select OK.

This issue is also seen when the sitemap for App for Outlook has been modified i.e. the sitemap for App for Outlook has an alternate dashboard in the Default Dashboard field. To resolve this issue, do the following:

  1. Open App for Outlook sitemap designer. Go to Settings > Customizations > Customize the system > Apps > App for Outlook.

Dynamics 365 App for Outlook sitemap designer

  1. Make sure that the App for Outlook sitemap has Dashboard as the first sub area and that the default dashboard is App for Outlook Dashboard.

Dynamics 365 App for Outlook sitemap designer page

Dashboard customization in Dynamics 365 App for Outlook

The following dashboard customizations are not supported currently.

  • In Dynamics 365 App for Outlook, you will not be able to switch dashboards by navigating to the main menu and then Home. Choosing the Dashboards option will redirect back to the default App for Outlook dashboard.

    Dynamics 365 App for Outlook Dashboard

  • Switching the default dashboard for App for Outlook in App designer

    System customizers have access to the App Designer for Dynamics 365 App for Outlook as it is one of the App Modules in version 9.0. We recommend that you do not change the default App for Outlook dashboard as that is not a supported.

    App for Outlook App Designer Dashboard

Explore the User’s Guide and train your users

To learn how to use Dynamics 365 App for Outlook, see the Dynamics 365 App for Outlook User’s Guide.

See also

Dynamics 365 App for Outlook User Guide
Read more details about supported clients in this blog: Dynamics 365 App for Outlook Support Matrix
Set up server-side synchronization of email, appointments, contacts, and tasks