Dynamics 365 App for Outlook
Looking for an Outlook compatible CRM? Choose Microsoft Dynamics 365
Dynamics 365 and Outlook are natively connected on the same platform, enabling users to easily manage emails, appointments and capture discussions within a familiar interface. Use the Dynamics 365 App for Outlook to tap the power of Dynamics apps when you are using Outlook on a desktop, web, or mobile device.
Use the Dynamics 365 App for Outlook to:
Automatically links Outlook emails to any Dynamics 365 record, including contacts and opportunities.
Create new leads, contacts, activities and other Dynamics records from an Outlook email.
Open Dynamics 365 records from any linked Outlook email.
Rely on the familiarity of Outlook to simplify Dynamics 365 onboarding and user adoption.
Demonstrating the Dynamics 365 App for Outlook
Examples of how to use Dynamics 365 functions and access CRM information in Outlook using the D365 app to attach emails, and schedule appointments or tasks.
Hello, a short video explaining how Dynamics 365 integrates with Outlook. It's quite common that you might want to work…
Hello, a short video explaining how Dynamics 365 integrates with Outlook.
It's quite common that you might want to work within the database but be in Outlook managing your emails and things like that.
I’m going to show you how we can do that via the Outlook App, whether that's on a mobile device, if we're doing it on a browser, and also how it looks on a desktop client.
It’s quite common we get asked, ‘Is the experience very different?’, and there are a few things that's slightly different which we can cover.
A good starting point really is the Outlook web app, if I click on an email, by default you won't see the thing on the right-hand side to start with. As soon as you plug it in, you can see if you click on the more actions, there's a little Dynamics 365 tab down here. Click on this and then it basically links this email that you’re looking at in your inbox to something in the database. In this scenario, it's gone away it's found Penny's email address, it's found who she is it's telling us that it’s Penny, she's a contact, she's a CEO, there's a few phone numbers, she works for this organisation, she's currently got an open opportunity.
In terms of what appears over here on the right-hand side, this is fully configurable. If you wanted to see more information around this, you could. If you need to click into the account here to see information around the account you can and it loads up all the information from the account as well. If you need to go back you can.
Then of course there's a couple other things that you can do as well, which you can native in Dynamics…
You've got the Universal Search up here. You can search for anything in Dynamics like that, you can see it's returning it results for accounts, there's contacts in there, with the word ‘test’ in there somewhere. We've obviously then got activities, and we've got cases as well so it works just the same way Universal Search works, other than that you just need to click Next over here to get to the next screen. On a bigger screen you tend to see all four columns in one place.
We've then got the hamburger which enables you to see the different entities tables that you've put into the Outlook app basically. By default it's only dashboards in here but you can put whichever entities you want in here. Custom entities as well if that's what you need to put in here.
Then you can see if I click on accounts, you get a little arrow next to it, it shows you the recently viewed items that you've looked at under that entity. These are the three recently viewed accounts I've been on. Again, you can click into each of these to see more information around that. If you click on the accounts table itself, whichever entity you click into, it’s same as Dynamics. It presents you with the little drop down and then you can flick between the different views that you might have, so I might need to look at the key accounts view. Whichever ones you want to pin, you can pin them in here. It’s the function as you’d get in Dynamics.
When you're on here, you can see you've got the recently viewed items. Here's all your favourites, that you’ve pinned and all your recently used as well so there's a key project or something you're working on, you can pin that and then you can get to it from within here.
Then the last thing, you can do from here is there quick create. If you click on the plus here you can say again quickly create and then you can enable the entities that you need to create. I might quickly want to create a case, I could click on case, I could fill in some details, again you customise what this form looks like - as the click create case form - and then you click ‘Save and close’ and that would create your record in the system.
By default, when you click into any one of these areas from an email you've got the dynamics tab over here. You might want to pin this as well, you can click on the pin so that now stays there on the right-hand side. When I click into something else it's there at all times, basically it's pinning it to this view. Then you can see because it's tracking the email address like that in real time, as soon as I click on another email, Leanne doesn't exist. You can see Leanne Lewis is an unknown recipient because it's gone away and it's saying we don't recognise the email address.
At this point, you get the ability to go add as a contact, lead or an account. Just to show you if I flick over here to my desktop version of Outlook, it's exactly same mailbox there's Penny, there's all the details again, if I unpin this…
To get to this [Dynamics panel] you don't click on the ‘more actions’, the only difference being here is that Dynamics sits in your ribbon. So you click on here, and you've got the same option here to pin it and all the same functionality that you just saw.
Let continue in the desktop, so if I click on Leanne, I have an option to create a record. If I just say ‘create as a lead’ for now, what it will do is it will pull through her first name, her last name and her email address from the sender's record. You then put in your topic, so this might be new inquiry and then you might want to just copy some information maybe from other fields.
Click save and close, and by doing so what this will do is it will create the lead record to start with and then once it's done this it would say successfully tracked. What that means as you can see then on your Outlook, it says tracked to Dynamics. The little icon is saying tracked, once it's tracked obviously you have the ability to untracked it, and all that means is you just unlink the email from your database.
From here you've got the ability to go, okay actually I'd like to view that record. So instead of having to go and find it your database [in a separate window] and go into it, you can go and view this Dynamics over here on the right-hand side [in Outlook].
This will load up and take you into that individual record. Here all the details that you've filled in for the lead, and then of course on the middle section here. Because that email is now tracked on your timeline, you get to see the email correspondence for this individual.
That's how we track the emails. If we just go back over here again, it doesn't matter whether you're in the Outlook Web App, or whether you're in desktop, you can see it goes across its across applications.
If you click on the word ‘tracked to dynamics’ [from an Outlook email], it will show you all of your emails in your inbox that have been tracked. It's just like using the search feature of Outlook…
That's how track works. This looks at the email address and then it decides to copy that email from your inbox and put it into the database for everybody else, who's got the right permissions, to see.
There's often times where you need to say, okay the context of this email might be about a project, it might be about an opportunity, it might be about a recent case. This is where you can then use the set regard an option. Over here we've tracked it so this always exists against the email address against Leanne’s record.
When we click on ‘set regarding’, you then get to pick what you want in the system that it is regarding. By clicking on here, it will show all your recently reviewed records. I want to say this is regarding the Amazon account so I could quite easily pick that. If I don't, I could search for anything in the system such as the name of an opportunity. For example, I might say case to do with this delivery that's happening this week. Again, it's something that's already in the database. It could be this opportunity that Leanne might be referring to.
From here, I now go and click again ‘view in Dynamics’, it’ll take you from your Outlook straight into your database and it would take you into that table. In this scenario, we're looking at opportunities and on this individual opportunity you can see we've got that email. So that email is now in Dynamics so we are basically telling the email where we need it to be filed. That could be on any one of these tables that you have down here on the left hand side [entities in Dynamics site map].
From the database if you needed to, you could quite easily open this record and you could write your reply. You could reply from here from within Dynamics…
Equally if you are in your Outlook, you could just write your reply like you would normally. Send your reply off and then any subsequent replies and emails from Leanne would feed straight into the database.
If the email subject line changes then you would need to just click and set regarding again.
Also, it's very common that you may need to set ‘change regarding’. For example, someone emails about support query case, you fix the problem but six months later they email you again off the same email chain about different issue.
At that point, unless you change it [change regarding], it will go in the same Dynamics record that you've initially set it to go. You've got the ability to click change regarding so I can say, okay I don't want it to go against that opportunity now, I want it to go against this account.
Then you reply to this and then any subsequent replies will go wherever you tell it.
That's the email tracking capability. Then of course, we can over to our say appointments. Let's pick something tomorrow so 1pm to 2pm, click more options…
Of course, if just click Save and it only ends up in your Outlook. Nobody else sees that if you don't want them to. You've got the ability if I say now this might be ‘Account Manager Visit’, something like that over here…
Let me just let's pick Leanne Lewis, you've got the ability here as well to click Dynamics 365 [in the new appointment Outlook window]. As soon as we do, it’s a very similar concept to how the emails work it will find the person. Or, we can say this should be ‘set regarding’ so I might say this is about the Preact. It will be tracked to the Preact account and then all the times and dates that you specify with all the other details.
If you want to do a Teams meeting as well, this will integrate. There's another video we've got on that how Dynamics integrates with Teams...
Effectively it will say ‘Track pending’ and then of course you send the invite out. This will then go off, send the invite to Leanne, we then come back across here to our Dynamics. Under activities we can see in here that appointment then comes across ‘Account Manager visit for Preact’ and appointment.
It's not as in real-time as it may take about a minute to come across and sync. It then comes in here and when we look at the individual person or lead as well, so this is with Leanne, you're getting to build up a bit of a picture. There's the initial email and that there's that appointment scheduled in with somebody as well on this timeline. Again, once you complete it you can complete it from here, you can go in and add your notes and then say ok I've now done that, and then that will feed straight into Dynamics.
You quite easily have gone in here [new appointment record in Dynamics] and created a new appointment for a record then it goes the other way. It then ends up in your calendar in Outlook providing you've got your personal preferences turned on to say that's what you want to happen.
So appointments go to your calendar and Outlook emails come in against the Dynamics timeline. Under the activities table here, you can look at all of your team's activities and everyone else's activities and then of course any of those tasks and phone calls emails everything else that you're pushing into Dynamics, you can see in here. If you wanted to look at the emails that you've received, you can click on this view – there’s already a predefined view for that in Dynamics.
I've received 18 emails that pushed in from Outlook, so those ones that you saw are included here.
You've got tasks and phone calls as well here. If I was to go in here and create a task or a phone call [in Outlook], this would then end up in my task list. So if you had tasks down here you'd see like this phone call for new inquiry and it's tracked to Dynamics it works in the same way. So [Dynamics] tasks come across into your Outlook tasks area, appointments go into your [Outlook] calendar and obviously your Outlook inbox will end up as an email message within the Dynamics database.
I hope that's been useful if you've got any questions around this whatsoever please feel free to get in touch….
Create Dynamics 365 Records from Emails
Simply click an email to create new contacts, leads, activities or other record types without leaving the Outlook interface.
Automatically Files Emails
Tracks and synchronises email and calendar data between Outlook (Exchange) and Dynamics 365 apps using Server Side Sync.
How it Works
Creating Outlook Emails
In a new email window on the desktop app for Outlook, click the Dynamics 365 button in the Outlook toolbar once the app has been configured to open up the panel.
Or, using OWA click the Dynamics 365 text or icon to bring up the same panel. As soon as an email address is entered, Dynamics 365 automatically looks for matching records for all the message recipients.
In this instance a matching contact and associated account has been found. To track the email to the contact, click the ellipsis and the link chain.
Or, use the 'set regarding' box to find a different record to attach the message, this will also list recently viewed records. For example, an email can be set regarding a lead, case, opportunity, project or any other Dynamics 365 record entity.
The pane features a series of options for adding Dynamics 365 content to emails:
Quickly create Outlook emails with reusable Dynamics 365 templates which can be inserted. Select a template and this content will be inserted directly into the body of the Outlook message which enables revisions to be made and additional text to be easily added, as appropriate.
If you've uploaded Word documents, PDF files or other sales literature to Microsoft Dynamics these items can be attached to emails. Simply click to find the relevant item and add the resource to the email.
Knowledge capabilities enable records to be shared that contain answers to FAQs and provide other answers which service agents can easily share with customers. These resources can be inserted into Outlook emails using the Dynamics 365 app by selecting the Articles option. Browse to the relevant article and click 'add to email' to insert this content into the email.
Select this option before the email is sent to monitor how recipients engage with the message. This includes how many times an email is opened, or when an attachment is opened and the number of times a link is clicked.
Once the email is sent with follow enabled, the activities pane in Dynamics 365 shows more detail about these interactions.
This will also highlight emails which have not yet been tracked in Dynamics:
When an email is 'followed', upon opening the email record in Dynamics a timeline of recipient actions is shown including which links have been clicked:
Creating Dynamics 365 Records
In the example below, an email has been received from an email address which does not exist in Dynamics 365.
Clicking the plus icon from the Dynamics 365 panel in Outlook will open a prompt to create this as new contact, lead or account record. With the essential detail extracted from the email, users can quickly create new records without leaving the Outlook interface.
Once an email is tracked, this panel in Outlook will also show contextual records, for example upcoming appointments, open cases or active leads.
Creating more Dynamics 365 actions
Once an email has been tracked the Outlook panel displays the associated detail and offers numerous options to open these records in Dynamics 365 and create follow-up actions. This includes: adding tasks, appointments and phone calls.
Broader Dynamics actions which can be completed within the Outlook app include:
- Opening pinned or recently viewed records
- Create case or knowledge records
- Viewing contact lists
- Categorised or relevance search
- View the Dynamics Assistant
To adjust the tracked settings on an email click the change button to either untrack the message, or set regarding another Dynamics 365 record.
Read the official Microsoft user guide or contact our Dynamics 365 support team to learn more about the app.