Set up mobile offline synchronization to allow users to work in offline mode on their mobile device

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

Mobile offline allows users of the Dynamics 365 for phones app to interact with their data on a mobile device, even when they are not connected to the internet. The Dynamics 365 for phones app provides a rich offline experience and helps you to stay productive. You can use basic commands such as create, read, update, and delete when you are offline. Once you are back online, your changes are automatically synchronized with your Dynamics 365 for phones app.

Note

  • The mobile offline feature is only available for iOS and Android devices.
  • To use the mobile offline feature, download the latest version of the Dynamics 365 for phones and tablet app from the app store. For iOS, version 13.19043.32 or later is supported; for Android, version 4.3.19043.33 or later supported.

To allows users to use this feature, a Dynamics 365 administrator will need to set up mobile offline for their organization.

This offline experience uses Azure services to periodically synchronize entities with the Dynamics 365 for Customer Engagement for phones and tablets apps so synchronized records are available when users’ mobile devices are disconnected. To enable mobile offline synchronization, follow the steps below.

Step 1: Enable entities for mobile offline synchronization

One of the first things you need to do is enable entities that will be available to mobile users when they're using the mobile app in offline mode.

The following entities are available in offline mode:

  • Account

  • Activity Pointer

  • Appointment

  • Attachment

  • Case

  • Competitor

  • Competitor Address

  • Connection

  • Connection Role

  • Contact

  • Currency

  • Custom Entity

  • Email

  • Lead

  • Opportunity

  • Opportunity Product

  • Phone Call

  • Position

  • Product

  • Task

  • Team

  • User

    Note

    You can disable any of the above entities for offline or enable any entity from a supported list for offline. Follow the steps below to enable or disable an entity.

To enable more entities for offline:

  1. In the Dynamics 365 for Customer Engagement apps - custom app, go to Settings > Customizations.

  2. Select Customize the System.

  3. Expand Entities in the left pane.

  4. Select the entity you want to enable for mobile offline (for example, Account).

  5. Under Outlook & Mobile, select Enable for mobile offline.

  6. Select Organization data download filter to filter the data and set the freshness of the data you want to make available offline. You can set up to three criteria when you define a filter. Select the field to filter by, select an operator, then set a value.

    The entities that are enabled for mobile offline by default have Modified On set for Last X Days = 10, so the data modified or created in the last 10 days will be available for downloading to mobile devices.

  7. Select Save.

  8. When you’re done enabling entities for mobile offline, select Publish so your changes take effect.

Warning

Keep in mind that the amount of data you make available to users while they’re offline can affect the data usage rates for devices on cellular networks. The amount of data depends on:

  • The number of entities you enable for mobile offline.
  • The number of days you specify since records were last modified.
  • The filters you set while creating mobile offline profiles.

Step 2: Create a mobile offline profile to determine what data will be available while offline

You need to create mobile offline profiles for users to configure filters that determine how much of an entity's data (and related entities' data) will be available to the user while offline.

Note

  • A user must have a security role that has Read permissions on the mobile offline profile to be able to use their mobile device in offline mode.
  1. Go to Power Platform Admin Center by going to Environments > [select an environment] > Settings > Mobile configuration.
    Mobile configuration setting screen

  2. Select Mobile Offline Profiles.

    Mobile Offline Profile screen

  3. Select New to create a new mobile offline profile. If you already have one that you want to edit, select it from the list.

  4. Enter a name and description for your mobile offline profile.

    Name your mobile offline profile

  5. Select Save to create the mobile offline profile so you can continue to edit it.

  6. In the Mobile Offline Profile Item Details area, select + to create a new mobile offline profile item. You need to create a mobile offline profile item for each entity you want to make available for this mobile offline profile.

    Enter Mobile Offline Profile Item details

  7. Enter a name and select an entity. Only entities that you enabled (in Step 1) for mobile offline appear in this list.

    Enter Mobile Offline Profile Item name

Select a data download filter based on the ownership type for the entity.

User or Team

  • Download related data only. Make related data for this entity available offline. If you don’t set any relationships, no records for this entity will be available.

  • All records. Make all records for this entity available offline.

  • Other data filter. Make only the specified records for this entity available offline.

If you select Other records, you can choose from the following:

  • Download my records. Make only your records available offline.

  • Download my team’s records. Make your team’s records available offline.

  • Download my business unit’s records. Make your business unit’s records available offline.

Organization

  • Download related data only. Make related data for this entity available offline. If you don’t set any relationships, no records for this entity will be available.

  • All records. Make all records for this entity available offline.

Business

  • Download related data only. Make related data for this entity available offline. If you don’t set any relationships, no records for this entity will be available.

  • All records. Make all records for this entity available offline.

  • Other records. Make only the specified records for this entity available offline.

If you select Other records, you can choose from the following:

  • Download my business unit’s records. Make your business unit’s records available offline.

None

  • Download related data only. Make related data for this entity available offline. If you don’t set any relationships, no records for this entity will be available.

Admins can define a custom filter based on the following rules. You can create filters up to three levels.

equal
not equal
gt – greater than
ge – greater than or equal to
le – less than or equal to
lt – less than
like
not-like
in
not-in
null
not-null
eq-userid
ne-userid
eq-userteams
eq-useroruserteams
eq-useroruserhierarchy
eq-useroruserhierarchyandteams
eq-businessid
ne-businessid
eq-userlanguage
begins-with
not-begin-with
ends-with
not-end-with
  1. Select Save to create the mobile offline profile item so you can continue editing it.

  2. In the Mobile Offline Profile Item Association Details area, select + to create a new mobile offline profile item association. You need to create a mobile offline profile item association for each related record you want to make available offline. In addition, you need to include any related entities in this mobile offline profile.

    For example, if you create a mobile offline profile item association from the Lead entity, you need to add the Lead entity to this mobile offline profile.

    Add Lead entity to offline profile

  3. Enter a name for the mobile offline profile item association, select a relationship, and then select Save.

    When you’re done adding mobile offline profile item associations to the mobile offline profile item, select Save & Close at the top of the Mobile Offline Profile Item screen.

  4. When you’re done adding mobile offline profile item details to the mobile offline profile item, select Save at the lower right corner of the Mobile Offline Profile Item window.

Step 2.1: Add users to a mobile offline profile

Once you have created a mobile offline profile, you can start adding users to the profile.

Note

You can add a user to only one mobile offline profile.

  1. If it’s not already open, open the mobile offline profile you want to add users to.

  2. In the Users area, select + to add a new user.

    Add a user

  3. Select the lookup field that appears and select a user to add to this mobile offline profile.

  4. When you’re done adding users, select Save in the lower right corner of the Mobile Offline Profile window.

Step 2.2: Publish a mobile offline profile

To make a mobile offline profile available to users so they can get the mobile offline experience you've defined for them, you need to publish the profile.

  1. If it’s not already open, open the mobile offline profile you want to publish.

  2. When you’re done adding users and making any other changes to the mobile offline profile, select Publish so the data you specified can start syncing with your users’ mobile devices.

    Publish offline profile

Tip

Solution export and import

When exporting a solution that includes a mobile offline profile, always select the Include entity metadata check box for each entity you export.

After importing the solution into the target organization, publish all mobile offline profiles.

Step 2.3: Set conflict detection for mobile offline

To configure conflict resolution behavior, select Mobile Offline Settings.

When there is a mismatch of data between client and server, conflict errors occur. To resolve those, you can choose one of the following settings:

  • Select No - Conflict detection for mobile offline is turned off, so whatever changes are made by a user in offline mode are automatically synced to the server when the user is back online, and client wins over server.

  • Select Yes - Server wins over client.

    Set conflict detection for mobile offline

Step 3: Enable the app module for offline

Enable mobile offline for a specific app from MyApps page.

  1. In the Dynamics 365 for Customer Engagement apps - custom app, go to Settings > My Apps.

  2. From the list of published apps, select an app you want to enable for mobile offline.

  3. On the selected app, choose More Options (...).

  4. Choose OPEN IN APP DESIGNER.

  5. On the Properties tab, scroll down and select Enable Mobile Offline and then choose a profile.

    Enable mobile offline for the app

    Note

    You can add more than one profile for an app module.

  6. At the top choose Save and then Publish.

Tips

Here are a few things to keep in mind about mobile offline synchronization:

  • Mobile offline synchronization with mobile devices occurs periodically. A synchronization cycle could last for several minutes, depending on Azure network latency, the volume of data that’s set for synchronization, and mobile network speed. Users can still use the mobile apps during synchronization.

  • The time for initial metadata download is determined by the number of total entities in offline-enabled app modules. Make sure to enable only those entities and app modules for offline that are necessary to optimize the experience for end users.

  • Ensure that any view that you want to work in offline doesn’t reference the entities that are not offline-enabled. For example, assuming Account is in the offline profile, then an Account view that references the primary contact when Contact is not in the profile will not be available.

  • Changes to a user’s security privileges are updated during the next synchronization cycle. Until that time, users can continue to access data according to their previous security privileges, but any changes they make will be validated during the synchronization to the Customer Engagement server. If they no longer have privileges to make changes for a record, they will receive an error and the record won’t be created, updated, or deleted.

  • Any changes to a user’s privilege to view a record won’t take effect on the mobile device until the next synchronization cycle.

Limitations and recommendations

Organization data filter

It is recommended that you have at least one rule defined for all mobile offline-enabled entity for org filters, if you are using the entities across profiles. By default, this value is set to last 10 days for most of the offline-enabled entities.

Edit org data filter

Profile filters

Profile limitations

Profile details Limitation
User in profile 1,000
Relationship defined for each entity Maximum of 10 relationships. And maximum of 3 many to many (M:M) or one to many (1:M) relationships within those 10 relationships. If any custom entities demand this scenario, then revisit the data model. No circular references or self-references are supported.

Profile filter rules recommendation

Ensure that you have configured at least one of the Profile rules for each entity to download its data.

Customization Recommendation
All Records If you are selecting this filter, you cannot define any other filter rule.
Download Related Data only If you are selecting this filter, you cannot define any other filter rule. Ensure that the entity has been defined as a Profile Item Association entity also.
Other Data Filter - if selected, then select at least one of these options: Download my Records, Download my team records, or Download my business unit If you want to define this filter you have to pick at least one of the given options. It is highly recommended to not have Business Unit level filter for an entity unless there is a strong justification. It is recommended for a master data scenario with a small data set like Country codes.
Custom Data Filter <=3 filters can be defined in the custom data filter.

Data volume recommendation

The recommended data volume should be <= 10k records per user subscription.

Known issues

Qualify a lead:

  • Users cannot see the qualify button after selecting a lead from the grid. As a workaround, they can open the lead record to qualify.
  • The qualify button does show up on the lead form, if any custom status codes are added against the qualify state of the lead.

  • When a lead created in mobile offline is qualified and when the user goes online, the business process stage will still show the qualify stage. The user will have to manually click Next stage to move to the next stage.

Disqualify a lead: Users will not be able to disqualify a lead in mobile offline. Clicking on the disqualify button from the lead’s grid or from the lead form gives an error.

Close opportunity: Users cannot close an opportunity as won or lost from mobile offline. When users click Close as won or Close as lost, the close dialog box will open but the ok and cancel buttons are disabled.

Views are not supported for the following entities in offline mode:

  • Email

  • Task

  • Appointment

  • Fax

  • Phonecall

  • Letter

  • Serviceappointment

  • Campaignresponse

  • Campaignactivity

  • Recurringappointmentmaster

  • Socialactivity

Any views that have linked entities (related entity) that are not available offline are also not supported.