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Distributing Dynamics 365 App for Outlook

   Words by Paul McQuillan

   on 09/02/2018 12:00:00

Related imageDynamics CRM has always had a great integration with Outlook to help track Emails, Appointments and Contacts between day to day Outlook and CRM.

However this could involve a bit of a clunky installation into Outlook, and this could be a group for Security under Group Policy and obtaining Local Admin rights – alongside introducing a challenge for ongoing support between the Rollup version of the Server vs the Client, and other more desktop-level problems. (particularly for non-CRM IT Teams who do not have experience supporting local CRM installations)

The Dynamics 365 App for Outlook improves immensely on these challenges by allowing us to distribute the App centrally from within Dynamics and down to the individual Users that we want using the App.

For large rollouts particularly, this can be just what the doctor ordered – doubly so if we do not have access to Network Group Policy to perform unattended installs.

The following steps take us through what's required for a new install.

Steps to Deploy

First, we need our User setup and active in Dynamics 365.

Second, we need to open their Mailbox Record within Dynamics 365 and update to:

Incoming Email: Server-side Synchronisation or Email Router
Outgoing Email: Server-side Synchronisation or Email Router
Appointments, Contacts and Tasks:  Server-side Synchronisation

Once done, we can click to Test & Approve Mailbox – this requests permission from Exchange or Office 365 for Dynamics to use make use of the User’s Mailbox.



NOTE: Problems here will typically be as a result of Exchange Permissions rejecting the request from Dynamics – and so this step is quite dependent on the connection we have in place between our On-Premise Exchange Setup and Dynamics CRM.  If we are using Dynamics 365 and Exchange in the cloud through Office 365, then this can be simpler as in most cases Office 365 will manage this complexity for us.


This will run tests to ensure Dynamics can use the User’s Email to send an email, read a received email, and read back Appointments and Tasks.

If these Tests are passed, then this will show on the User’s Mailbox Records in the Active Mailboxes view.


Here we should see this show as Success for the 3 tests – if we see a Failure or other error, then we can see the Error Detail in the Alerts area of the Mailbox record.

All being well and we see Success here, then we can proceed with the final step of adding the App for the User.

This can be done centrally within CRM (a huge improvement for CRM Administrators everywhere!) by browsing to Settings >> Dynamics 365 App for Outlook (under System)


This will show the list of Users correctly configured with Server-side Sync that are ready for the Dynamics App.

From which, we can Add App to Outlook for either individual users or all users as a way of centrally deploying the App down to User level.

The Status here then giving us the detail on whether the App has installed correctly or not – as this will change from Pending to Added to Outlook as Dynamics receives feedback from the User’s Outlook on whether the App installed successfully.

Dynamics in Outlook

When opening an Email in Outlook, we can use this to Track the Email to an existing record – or Track the Email into an entirely new Case.


In the main view of Outlook, we can do the same by highlighting the Email and then clicking the Dynamics 365 button.

And we can do the same for Calendar Appointments, Tasks and Contacts – highlight the record, click Dynamics 365, and then Track away!

Further Reading

Deploy Dynamics 365 App for Outlook

Add and Enable CRM App for Outlook

Gotchas on Dynamics 365 Outlook App Deployment

The New Light-weight Dynamics App for Outlook

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