Test Driving The New Dynamics CRM App for Outlook



Microsoft Dynamics CRM Online users can now track received Outlook emails across multiple web browsers and mobile devices using the new CRM App for Outlook.

This differs from the long standing Dynamics CRM for Outlook client which is a fully featured connector for desktop versions of Microsoft Outlook to access CRM and track emails. But this only enables emails to be linked to CRM from the Outlook client which means that users can't easily track emails in Dynamics on the go, or using Outlook Web Access user interface.

The release of this new app now enables emails to be tracked in CRM when Outlook is used in a web browser, or from mobile devices.

CRM system administrators can deploy the Dynamics CRM App for Outlook to an organization, or individual users who have the required security permissions can add this themselves provided the organisation synchronises incoming emails with server-side synchronization.

The current App release is for desktop computers running Outlook 2013, Outlook 2016, Outlook Web Access, or Microsoft Outlook for Mac and Windows Phone, Apple iPhone and Android phones.

Other requirements are:

  • Microsoft Dynamics CRM Online 2016 Update or later. At this time, CRM App for Outlook is not available for on-premise editions.
  • Exchange Online

Read more about the system requirements.

The system will let you know if these prerequisites have not been met when you attempt to add the app.

To access the app in Outlook using any of the above Outlook editions, open an email and click the Dynamics CRM tab.

If you don’t see this option you need to enable the app, click here for detailed instructions.

If an email is received from an unknown sender a new CRM contact record can be created within this interface.

Use the quick create form to add a new contact record to Dynamics CRM.

To track an email received from a known CRM contact click the button in the app.

Similar to the Outlook client connector each email can be ‘set regarding’ another CRM record across multiple entities depending on how the CRM system has been customised.

Type in a search term to find the appropriate account, case, opportunity or another record type to track an email against a matching record.

Tracking information will now be shown in the screen including options to:

  • Pop out the CRM contact record in a new window
  • Open related records contextual to this contact including recent cases and activities
  • Call the individual

Further CRM actions can be set by clicking the 'change' button. For example, this could include creating a new opportunity record.

Use the quick create form to enter a topic then type the account name and the app will find matching records.

So how does the new CRM App compare to the Outlook Client connector?

As a light-weight app the following Dynamics CRM for Outlook client connector functions aren’t available:

  • Offline access
  • Tracking appointments & tasks
  • Sort, filter & categorize list views
  • Control field level synchronisation

On the flipside, compared to the Outlook Client the CRM App for Outlook works with Outlook on the web, Outlook for Mac and Outlook on mobile phones to easily track incoming email wherever you are.