Dynamics 365 App for Outlook User Guide

Applies to Dynamics 365 for Customer Engagement apps version 9.x

Important

The latest release of Dynamics 365 App for Outlook, works with Dynamics 365 for Customer Engagement apps version 9.0 or later only. For a prior release that works with earlier versions of Dynamics 365 for Customer Engagement, see Deploy Dynamics 365 App for Outlook.

Use Dynamics 365 App for Outlook to tap the power of Customer Engagement while you’re using Outlook on the desktop, web, or phone. When Dynamics 365 App for Outlook is installed, depending on which version of the app you have installed, you'll see a Customer Engagement pane or window next to a selected Outlook email message, or when you're composing an email message or setting up a meeting or appointment.

For example, when you open an email message, view information from Customer Engagement about the email recipients. Or with a single click, link an Outlook email message or appointment to a specific Customer Engagement record. When you link an email message or appointment to a Customer Engagement record, the Outlook record appears as an activity for that record in Customer Engagement.

Known issues

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

Prerequisites

Your Customer Engagement system administrator can make Dynamics 365 App for Outlook available to your organization or you can add it yourself if:

  • You have the Use Dynamics 365 App for Outlook security privilege.

  • Your organization synchronizes mailboxes with server-side synchronization.

    For more information, and for information on supported devices, browsers, and Outlook versions, see Deploy Dynamics 365 App for Outlook.

Add the app to Outlook

After the prerequisites have been met, you can add the app directly from Customer Engagement.

  1. Click the Settings button Dynamics 365 for Customer Engagement apps web client Settings button, and then click Apps for Customer Engagement.

  2. On the Apps for Customer Engagement page, under Dynamics 365 App for Outlook, click Dynamics 365 App for Outlook.

    Note

    If you have trouble installing the app, see the troubleshooting section in Deploy Dynamics 365 App for Outlook.

Disable or remove the Outlook app

  1. In Outlook, click File, and then click Manage Add-ins.

    Manage the Dynamics 365 App for Outlook add-in

    This opens the Office 365 dialog box where you can see all your Outlook add-ins. If you click the Customer Engagement row, you can see which Customer Engagement instance the app is connected to.

  2. Do one of the following:

    • To disable the app, in the Customer Engagement row, clear the Turned on check box.

    • To remove the app, select the Customer Engagement row, and then click the Minus button.

Terminology

Term Definition
Set regarding Track and link the email or appointment to an existing record in Dynamics 365 for Customer Engagement apps.
Tracking Create a copy of the email or appointment in Dynamics 365 for Customer Engagement apps.

Use the app for the first time

To display Customer Engagement data after you’ve added the app:

  1. Select an existing email message in your Inbox, or create a new email message or appointment.

  2. On the ribbon, click the Customer Engagement button.

    Dynamics 365 App for Outlook ribbon

    -Or-

    In Outlook on the web, click the Customer Engagement button in the email pane.

    Dynamics 365 for Customer Engagement apps button

    The Customer Engagement pane appears on the right side of the screen and shows information about the recipients.

Notes:

If the recipient is a Customer Engagement user (as opposed to a contact or lead), it’s indicated above their name:

Dynamics 365 for Customer Engagement apps user

If the recipient isn’t known to Customer Engagement, click (+) and then select Add as contact or Add as lead. See: Add an email recipient as a contact or lead.

A quick tour of the interface

Much has changed in the app for Dynamics 365 for Customer Engagement apps version 9.0. Here's what you see when you first open Dynamics 365 App for Outlook.

The Customer Engagement pane appears under the menu bar and shows information about the recipients.

Dynamics 365 App for Outlook pane

Element Description
1 The Dynamics 365 for Customer Engagement apps record this email is linked to.
2 Summary information about the recipient.
3 Summary information about the recipient's account.
4 Shows if the email message or meeting is linked to a record and if it's being tracked.
5 Click to set or change linking and tracking. You can also choose to view your email in Dynamics 365 for Customer Engagement apps version 9.0.
6 Click to add an activity.
7 & 8 Click and then select Set Regarding to link to the record.

Dynamics 365 App for Outlook pane

Element Description
1 Your last activity with the recipient.
2 & 3 Recent records for the recipient.
4 Click for options related to list of activities.
5 Click for options related to the activity. The options vary by activity.
6 & 8 Click for options related to the list of records.
7 & 9 Click for options related to the record.

Let's go over the individual elements in the menu bar.

Element Description
Menu - Home Choose Menu > Home > Dashboards to go to the main page.
Choose Menu > Recent to see Favorites and recently used records.
Menu - Home Choose Home to see the initial view.
Menu - Back Choose Back to return to the last thing you viewed.
Menu - Quick Create Choose Quick Create to create a new record such as an account or contact.
See Create a new record
Menu - Search Choose Search to search any Dynamics 365 for Customer Engagement apps records.
Menu - Insights Choose Insights to view the most important and relevant information in relation to what you are doing right now.
See Gain insights into your activities with relationship assistant
Menu - Documents Choose Documents to add email templates, sales literature, or knowledge base articles.
See Add an email template when you create an email message and Add sales literature or a knowledge base article when you create an email message

Experience App for Outlook as a pinnable taskpane

If you're running Outlook 2016 for Windows (build 7668.2000 or later), App for Outlook will appear as a pinnable vertical taskpane to the right of an open message or appointment in Outlook. For more information, see Implement a pinnable taskpane in Outlook.

Add an email recipient as a contact or lead

One of the first things you might want to do when you receive a customer email, is add the person as a contact or lead to Customer Engagement. In the Customer Engagement pane, click (+) and then select Add as contact or Add as lead.

Add a contact or lead

Note

If the sender of the email is unknown to Customer Engagement, when you add the contact or lead, the email is automatically tracked in Customer Engagement and set regarding this contact or lead. To stop tracking, you can manually untrack the regarding email.

You can link an email message or meeting to a specific Customer Engagement record, such as an account, opportunity, or case. This also tracks the email or meeting in Customer Engagement.

  1. Create or select an email or meeting.

  2. Click the Customer Engagement button in the email pane.

  3. Click Set Regarding (---).

    Set Regarding

  4. Enter search text. A list of related records appears.

    Search for related records

  5. Use the left and right arrows to narrow search to cases, invoices, etc., and then select a record to automatically track the email or meeting, and link it to the record indicated in the Customer Engagement pane.

  1. Find the record to link in a list or using Search.

  2. In Tracked regarding, click (...) > Change Regarding.

    Change Regarding

  3. Click Set Regarding (---).

    Set Regarding

  4. Enter search text. A list of related records appears.

    Search for related records

  5. Use the left and right arrows to find related cases, invoices, etc., and then select a record to automatically track the email or meeting, and link it to the record indicated in the Customer Engagement pane.

Create a new record

  1. Click Quick Create, and then select the type of record you want to create.

    Add new record

  2. Fill in the information in the form.

    Create new record in Quick Create form

  3. Click Save.

View the linked email in Dynamics 365 for Customer Engagement apps

  1. Find the linked record in a list or using Search.

  2. In Tracked regarding, click (...) > View email in Dynamics 365 for Customer Engagement apps.

    View email in Dynamics 365 for Customer Engagement apps

Untrack the regarding record

  1. Find the record to link in a list or using Search.

  2. In Tracked regarding, click (...) > Untrack.

    Untrack Regarding

Track signed S/MIME emails

Dynamics 365 App for Outlook can track S/MIME signed emails in Outlook Desktop and Outlook Web App (OWA). This is enabled on Click-to-Run Outlook 2016 build 16.0.8730.1000 or later. To determine your Outlook version, go to File > Office Account > About Outlook.

Customize the track regarding card

The admin can change what's displayed in the card that appears when you track the regarding email. For example, you might want to replace Mobile Phone with Company Name in the Contact card.

Initial contact card

To change the fields that appear, follow these steps:

  1. In Customer Engagement, go to Settings > Customizations > Customize the System.

  2. Expand Entities and choose an entity such as Contact.

  3. Expand the entity and select Forms, then select the App for Outlook Contact Card form.

    Contact entity form

  4. Drag Company Name above Business Phone.

    Drag field in form

    After dragging field

    Note

    The first three fields appear in the track regarding card.

  5. Select Save, Publish, and then close the form editor.

  6. On the solution page, Publish All Customizations.

  7. Close the solutions page.

After completing the above, right-click in the track regarding card, and then choose Reload. It will take a few minutes for the synchronization to complete and the change to appear.

After customizing card
The company name now appears after the contact name in the Contact card.

Create an email message and then follow the steps in Link an email message or meeting to a specific Dynamics 365 for Customer Engagement apps record.

Gain insights into your activities with relationship assistant

The relationship assistant is designed to deliver the most important and relevant information in relation to what you are doing right now. The assistant works by analyzing all of the data at its disposal and generating a collection of action cards, each of which includes a message summarizing what the card is about, plus a set of links for taking action. The assistant sorts the cards by priority and filters them for your current context.

Some of what the assistant can do for you:

  • reminds you of upcoming activities
  • evaluates your communications and suggests when it might be time to reach out to a contact that’s been inactive for a while
  • identifies email messages that may be waiting for a reply from you
  • alerts you when an opportunity is nearing its close date

When you start your day by signing in to Dynamics 365 for Customer Engagement apps, the assistant draws your attention to your most important items and tasks, drawn from all areas of the application.

To access the assistant, on the nav bar, click Menu - Insights.

Relationship Assistant

Add an email template when you create an email message

If you frequently send the same type of email, you can save time by using an email template. When you use an email template, Dynamics 365 App for Outlook automatically inserts the Customer Engagement information such as contacts or set regarding information in the email message.

For example, you could use a Thank you template to save time whenever you want to send a thank you message to a customer.

Email template in Dynamics 365 App for Outlook

Note

You must have the appropriate permissions to add email templates.

Add an email template

  1. Create an email message as you normally would in Outlook.

  2. At the top of the Customer Engagement pane, click Document > Add Template.

    Add an email template

  3. Select the record type (entity). The default is the set regarding record. Then, click Select.

    Select the entity

  4. Start a search for the template you want. Under Search Template, click (---).

    Select search

  5. Search for and select the template you want.

    Search for email template

  6. Accept the selected email template.

    Accept the template

  7. Click Add to Email to add the template to your email.

    Add the template to email

The template text appears in your email.

Template text in email

For information on creating email templates in Customer Engagement, see Create templates for email.

Add sales literature or a knowledge base article when you create an email message

When you're working with a customer, you might want to send them some sales literature or a knowledge base article.

Note

You must have the appropriate permissions to add sales literature or knowledge base articles to an email message.

  1. Create an email message as you normally would in Outlook.

  2. At the top of the Customer Engagement pane, click Document.

    Add a document

  3. Select Add Sales Literature or Add Knowledge Article, and then follow the steps to add or insert the literature or article.

Add a phone call, appointment, or task activity to Dynamics 365 for Customer Engagement apps

  1. For the record you have linked and are tracking, in Tracked regarding, click (...) > Add Activity.

    Click Add Activity

  2. Select an activity.

    Select activity

  3. Fill in the information in the form.

  4. Click Save.

Track Outlook contacts in Dynamics 365 for Customer Engagement apps

You can track Outlook contacts in Customer Engagement by using the Customer Engagement add-in, an Outlook solution module. The add-in is automatically installed when you install Dynamics 365 App for Outlook. You can access it as described below.

Note

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

Using the add-in, you can:

  • View a list of Microsoft Office contacts or Customer Engagement contacts, and see which contacts are tracked

  • Link contacts to accounts in Customer Engagement

  • Open the Customer Engagement contact or account record with a single click

    When the Customer Engagement add-in is installed, you’ll see a new Customer Engagement tab on the Outlook ribbon. Click the tab to see information about contacts.

    Dynamics 365 App for Outlook add-in overview screen

    Element Description
    1 Click to see all your Outlook contacts (contacts displayed in your default contacts view in Customer Engagement).
    2 Click to see all your Customer Engagement contacts.
    3 See whether a contact is tracked or not, or whether tracking status is pending.
    4 Open a Customer Engagement account record.
    5 Click to call.
    6 Click to email.

Note

To use the add-in your admin must enable your Customer Engagement mailbox for appointments, contacts, and tasks.

Access the add-in

In the lower-left corner of the Outlook window, click the Dynamics 365 for Customer Engagement apps add-in.

Click Dynamics 365 for Customer Engagement apps add-in

See the Dynamics 365 for Customer Engagement apps contact card for a contact

  1. In the contacts list, select the check box next to the contact. The contact details appear on the right side of the screen.

    Dynamics 365 App for Outlook contact tracking contact card

Track or untrack a contact

  1. Click the Outlook Contacts tab.

  2. In the contacts list, select the check box next to the appropriate contact(s).

  3. On the ribbon, click Track or Untrack.

    Dynamics 365 App for Outlook contact tracking ribbon

    Important

    Do not navigate outside the page while tracking or untracking the contact. Otherwise, it won’t be tracked or untracked.

  1. Click the Outlook Contacts tab.

    Note

    You can’t select a contact listed under the Customer Engagement Contacts tab.

  2. In the contacts list, select the check box next to the appropriate contact.

  3. On the ribbon, click Link.

  4. Do one of the following:

    • On the right side of the screen, select the account to link to, and then click Link at the bottom of the screen.

      -Or-

    1. To create a new account, on the right side of the screen, click New at the bottom of the screen.

    2. Enter the new account name.

    3. Click Save.

    4. Click the Refresh button.

    Note

    If the contact isn’t already tracked, the contact will be tracked immediately and will be linked to the account. The account record will be synchronized in the next synchronization cycle.

Send email or schedule an appointment

  1. Click the Customer Engagement Contacts tab, or the Outlook Contacts tab, and then select the check box next to the appropriate contact(s).

  2. On the ribbon, click Email or Appointment.

    Regardless of which tab you selected in step 1, the email, task, or appointment will be sent from Outlook, not Customer Engagement.

Track appointments from another person in your Dynamics 365 for Customer Engagement apps organization

You can track appointments from another person in your Dynamics 365 for Customer Engagement apps organization using Dynamics 365 App for Outlook. To enable this capability, you need to enable the OrgDBOrgSetting in your organization. Dynamics 365 for Customer Engagement apps provides the OrgDBOrgSettings tool that gives administrators the ability to implement specific updates that were previously reserved for registry implementations.

  1. Follow the instructions in this article for steps to extract the tool.
  2. After extracting the tool, enable the OrgDBOrgSetting TrackAppointmentsFromNonOrganizer.

You can also use this tool to edit the OrgDBOrgSetting TrackAppointmentsFromNonOrganizer.

After the OrgDBOrgSetting is enabled, when you open Dynamics 365 App for Outlook on an appointment created by another user in your organization, you can track the appointment. You will no longer see the banner blocking you from tracking the calendar item.

Track appointments

Track appointments from another person

After the OrgDBOrgSetting is enabled, when you open Dynamics 365 App for Outlook on an appointment created by another user in your organization, you can track the appointment. You will no longer see the banner blocking you from tracking the calendar item.

Track appointments

Create draft appointments without syncing with Exchange

Create appointments in Dynamics 365 and have the option to send (synchronize with Exchange) and save (do not synchronize with Exchange).

Create an appointment and save it

View previously saved draft appointment activity.

View previously saved draft

View all your saved appointments from the activity home page grid.

View appointments from the Activity grid

Note, this capability does not apply to recurring appointment activity. Also, draft appointments that are not synchronized to Exchange still have the same state or status as synced appointments.

Create draft appointments without synchronizing with Exchange

Appointment activities created in Dynamics 365 are synchronized with Exchange through Server-Side Synchronization. When you open the appointment activity form and create a new appointment or update an existing appointment, the changes are synchronized automatically with Exchange.

If you are on the latest version 9.x (build 9.0.2.2081), you can create appointments in Dynamics 365 without synchronizing with Exchange. This means can create appointments in Dynamics 365 and save them, add details, and update appointments without syncing the changes to your Exchange email client.

To turn enable this, an administrators

Search for a contact

  • Enter a value in the search box. You can search for data stored in the Full name, Company, Department, and Business address fields. You can’t search for data stored in the Tracking status, Business phone, or Email fields.

Filter by all contacts, tracked contacts, or untracked contacts

  1. Click the arrow next to the view drop-down.

  2. Select the view you want.

    Dynamics 365 App for Outlook with contract tracking filter drop-down

Add a custom entity to Quick create

Follow these steps to enable a custom entity to appear in Quick create.

Custom entity in Quick create

  1. In Customer Engagement, go to Settings > Customizations > Customize the System.

  2. Choose the custom entity. Under Data Services, enable Allow quick create. Under Outlook & Mobile, enable Enable for mobile.

    Enable entity settings for quick create display

  3. Verify the custom entity has a quick create form. Chose Forms and browse for form type Quick Create. Create a quick create form if needed.

    Quick create form

  4. Verify the custom entity is added to the app designer. Choose Apps, and then open App for Outlook.

    Apps for Outlook in Apps

  5. In the app designer, choose Entities and browse to find your custom entity.

    Custom entity in app designer

Enable a custom entity to appear in the Regarding lookup

  1. In Customer Engagement, go to Settings > Customizations > Customize the System.

  2. Choose the custom entity. Under Communication & Collaboration, enable Activities, and then choose Save > Publish on the Home tab.

    Communication and collaboration activity enabled

Search on custom field in Regarding lookup

To have Dynamics 365 App for Outlook Regarding lookup search on custom fields, that field must be added to the entity’s lookup view view.

  1. In Customer Engagement, go to Settings > Customizations > Customize the System.

  2. Choose an entity, then choose Views.

  3. Open Account Lookup View.

    Account lookup view

  4. Enable the custom field, and then choose OK.

    Enable custom field

  5. Choose Save > Publish on the Home tab.

Synchronization and tracking

The Dynamics 365 App for Outlook tracks and synchronizes your mail and calendar data between Outlook (Exchange) and Dynamics 365 for Customer Engagement apps. Server Side Synchronization is an asynchronous service that runs in the background approximately every 15 minutes to synchronize items between Exchange and Dynamics 365 for Customer Engagement apps. In most scenarios, the Outlook item is immediately created in Dynamics 365 for Customer Engagement apps. However, in some cases, Server Side Synchronization service is used to promote the item to Dynamics 365 for Customer Engagement apps and keep it synchronized, which may take up to 15 minutes. The below table provides a brief explainer of the behavior.

Outlook app sync

Note

Server Side Synchronization is used to promote emails when Microsoft Outlook includes images in email signatures as attachments.

If the Dynamics 365 App for Outlook uses Server Side Synchronization to track an item to Dynamics 365 for Customer Engagement apps, the track status of the item will be “Pending”.

Outlook app server side sync

See also

Deploy Dynamics 365 App for Outlook
Set up server-side synchronization (admins)