Microsoft Dynamics CRM For Outlook: Why & How To Get Started

Microsoft Dynamics CRM for Outlook provides you with the most effective solution which enables synchronising your existing CRM information with Outlook mail, personal planner and contacts. Now, let’s discover more about Dynamics CRM for Outlook and follow the essential core deployment stages of the app.

What Is Microsoft Dynamics CRM For Outlook?

Microsoft Dynamics CRM is a suite of integrated Customer Relationship Management (CRM) applications that help organisations streamline sales, customer care, and project management. Microsoft Dynamics CRM includes five key apps such as Dynamics 365 Sales, Customer Service, Customer Insights, Field Service, and Project Operations.

When using the Dynamics CRM app for Outlook, users can find these CRM features integrated directly into the Microsoft Outlook workspace. This allows sales and customer service, as well as operational teams, to have constant access to updated customer data.

Why Microsoft Dynamics CRM Outlook Integration

When using Dynamics 365 App for Outlook, you can directly utilise Microsoft CRM tools when working on Outlook, centralising your CRM data and email management tools in a single place. Regarding an email or appointment, you can view it or associate it with an opportunity, an account or a case in the app.

Here are the core benefits of using Microsoft Dynamics CRM for Outlook:

• Link data to records: Link email messages, meetings, and appointments to a row of your app.
• Contextual viewing: Save a snapshot of information in the context of an email message, a meeting or an appointment.
• Synchronisation: Sync contacts and all information related to them so that both the Microsoft Exchange server, as well as your app, will always be updated.
• Email enhancements: Include templates for emails, knowledge articles, and sales literature where you are composing the new email or scheduling a new meeting.

How To Set Up Microsoft Dynamics CRM For Outlook

Before you embark on the setup process, ensure that the following requirements are met:

• Set up server-side synchronisation of mail, appointments, contacts and tasks. This helps that data being captured in Outlook and Dynamics 365 are in harmony with each other.
• Enable OAuth in your Microsoft Exchange server. This authentication protocol is very necessary for a secure connection between the two servers.
• Install and enable Internet Explorer 11 even if it is not the default browser on the computer. This browser is needed for compatibility.
• Check the system requirements, limitations, and Outlook configuration. Please refer to Microsoft documents.

Step 1: Configure the synchronisation method by default

You must configure server-side synchronisation for your email processing to use the Dynamics CRM app for Outlook. Please refer to Microsoft's documents for additional details.

• Navigate to Settings > Advanced Settings > Administration > System Settings.
• In the “Email” tab, locate the "Process Email Using" option and select "Server-Side Synchronisation." This ensures that email data is processed through the server-side synchronisation mechanism.

Step 2: Activate mailboxes and test email setup

• Go to Settings > Advanced Settings > Email Configuration > Mailboxes.
• Choose the mailboxes to test and activate.
• Approve email > Test & enable mailbox > Confirm.
• After the processing is complete, go to the mailbox tested and verify whether the Test Results in the configuration change from Not Run to Success.

Step 3: Set security role access

Dynamics 365 CRM App for Outlook requires a user security role. If users do not have this role or lack sufficient privileges, they are going to receive an error message and will have to contact the admin. Besides the above privileges, other special privileges relating to the status of the user will activate other extra features. 

Moreover, the Outlook app requires correct settings for server-side synchronisation with the security levels that are necessary for the service. Please refer to Microsoft's information for these roles.

• Go to Settings > Advanced Settings > Security > Users.
• Select the users from the list > Manage Roles.
• Select the Dynamics 365 App for Outlook Use security role  > OK.

Step 4: Install App for Outlook

Please also refer to Microsoft’s documents for important notices.

• Go to Settings > Advanced Settings > Dynamics 365 App for Outlook.
• The "Getting Started with Microsoft Dynamics 365…" page lists all eligible users who can use the app. You have several options for deploying the app:

1. “Automatically add the app to all eligible users’’: When a user’s email is synchronised server-side, Outlook will automatically install the application.
2. “Add an app for eligible users”: This one will release the app to all users including those who are set up properly. The status will switch to “Pending.”
3. “Add app to specific users”: Choose who in the organisation you want to use this app and then right-click and select ‘Add App to Outlook.’

• When the status changes to "Added to Outlook", the app is available for users. It will appear in the Outlook ribbon.

Customise Your Microsoft Dynamics CRM Workflows

Consider using Microsoft Dynamics CRM for Outlook to improve and grow your team’s work in sales and customer service. This solution - managing your CRM with your email, calendar, and contact lists, enables you to work smarter, collaborate more effectively and provide a superior customer experience.

In this article, we have looked at the benefits and core deployment steps of using Dynamics CRM for Outlook. If your organisation is growing and you’re planning to customise your Microsoft Dynamics CRM workflows, Havi Technology can be your ideal implementation partner in Australia. Reach out to our team and leave your inquiries.

Microsoft Dynamics CRM For Outlook - FAQs

1. How do I synchronise Outlook and Dynamics CRM?

You can synchronise your Dynamics CRM with Outlook by using the Dynamics 365 App for Outlook. This app streamlines your CRM with email, planner and contacts so that you can view and work on the data from Outlook workspace.

2. Does Microsoft own a CRM package?

Yes, Microsoft offers a package of applications for CRM within Dynamics 365. This consists of apps such as Dynamics 365 Sales, Customer Service, Customer Insights, Field Service and Project Operations.

3. Why should I use Microsoft Dynamics CRM?

Microsoft Dynamics CRM provides complete solutions for relating to customers, bettering the sales processes, and providing quality customer services. The most critical advantages are centralising your customer data, increasing productivity, and encouraging collaboration and customer experience.