Dynamics 365 App for Outlook User's Guide, version 8.2

Use Dynamics 365 App for Outlook to tap the power of Customer Engagement while you’re using Outlook on the desktop, web, or phone. When Dynamics 365 App for Outlook is installed, depending on which version of the app you have installed, you'll see a Customer Engagement pane or window next to a selected Outlook email message, or when you're composing an email message or setting up a meeting or appointment.

For example, when you open an email message, view information from Customer Engagement about the email recipients. Or with a single click, link an Outlook email message or appointment to a specific Customer Engagement record. When you link an email message or appointment to a Customer Engagement record, the Outlook record appears as an activity for that record in Customer Engagement.

Watch a short video (1:35) about Dynamics 365 App for Outlook.

Which version of the app do I have?

We made significant updates to the app in the December 2016 Update for Dynamics 365 (online and on-premises). If your screen looks like the following, you're using the version included in December 2016 Update for Dynamics 365 (online and on-premises):

Go to User's Guide for the latest version (Dynamics 365 apps)

If your screen looks like the following, you're using the version included in CRM Online 2016 Update 1 and Dynamics CRM 2016 Service Pack 1 On-Premises:

Go to User's Guide for the previous version (Dynamics CRM)

User's Guide for the latest version (Dynamics 365 apps)

This section of this topic describes how to use the latest version of the app, available in December 2016 Update for Dynamics 365 (online and on-premises).

In this section:

What Dynamics 365 App for Outlook offers

Prerequisites

Add the app to Outlook

Disable or remove the Outlook app

Use the app for the first time

Link an email message or meeting to a specific Dynamics 365 apps record

Track signed S/MIME emails

Customize the track regarding card

Add an email recipient as a contact or lead

Compose an email message and link it to a Dynamics 365 apps record

Monitor an email message after you send it

Add an email template when you create an email message

Add sales literature or a knowledge base article when you create an email message

Link an appointment to a specific Dynamics 365 apps record

Add a phone call, appointment, or task activity to Dynamics 365 apps

Track Outlook contacts in Dynamics 365 apps

Add a pinnable task pane

What Dynamics 365 App for Outlook offers

With Dynamics 365 App for Outlook, you can:

• View information about Customer Engagement contacts and leads while you’re working in Outlook. You can view this info in the context of an email message, meeting, or appointment. For example, view phone numbers, company name, last and next activities, and recent records from Customer Engagement.

• Link email messages, meetings, and appointments to a Customer Engagement record with a single click. For example, link an email message to a specific account, opportunity, or case. Dynamics 365 App for Outlook also supports custom entities.

• Open Customer Engagement records directly to find or enter more detailed information.

• Add a phone call, task, or appointment activity to Customer Engagement.

• Create a new Customer Engagement record for any entity (record type), as long as the entity has been enabled for mobile and for multi-entity search.

• Add email templates, knowledge articles, and sales literature when you create an email message or set up a meeting.

• Track Outlook contacts in Customer Engagement.

Tip

Dynamics 365 App for Outlook is a Microsoft Office add-in. As of the December 2016 Update for Dynamics 365 (online and on-premises), Dynamics 365 App for Outlook paired with server-side synchronization is the preferred way to use Outlook together with Customer Engagement. You may also be familiar with Dynamics 365 for Outlook, which provides complete Customer Engagement capabilities (including offline capabilities) from Outlook. Note that tracking activities is not supported when Dynamics 365 App for Outlook and Dynamics 365 for Outlook are used together by the same user. Choose one or the other. For more information about Dynamics 365 for Outlook, see Dynamics 365 for Outlook User's Guide.

Prerequisites

Your Customer Engagement system administrator can make Dynamics 365 App for Outlook available to your organization or you can add it yourself if:

• You have the Use Dynamics 365 App for Outlook security privilege.

• Your organization synchronizes mailboxes with server-side synchronization.

  For more information, and for information on supported devices, browsers, and Outlook versions, see Deploy Dynamics 365 App for Outlook (lightweight app).

Add the app to Outlook

After the prerequisites have been met, you can add the app directly from Customer Engagement.

1. Click the Settings button , and then click Apps for Customer Engagement.

2. On the Apps for Customer Engagement page, under Dynamics 365 App for Outlook, click Dynamics 365 App for Outlook.

   Note

   If you have trouble installing the app, see the troubleshooting section in TechNet: Deploy Dynamics 365 App for Outlook.

Disable or remove the Outlook app

1. In Outlook, click File, and then click Manage Add-ins.

   

   This opens the Microsoft 365 dialog box where you can see all your Outlook add-ins. If you click the Customer Engagement row, you can see which Customer Engagement instance the app is connected to.

2. Do one of the following:

   • To disable the app, in the Customer Engagement row, clear the Turned on check box.

   • To remove the app, select the Customer Engagement row, and then click the Minus button.

Use the app for the first time

To display Customer Engagement data after you’ve added the app:

1. Select an existing email message in your Inbox, or create a new email message or appointment.

2. On the ribbon, click the Customer Engagement button.

   

   The Customer Engagement pane appears on the right side of the screen and shows information about the recipients.

   

   Notes:

   • If the recipient is a Customer Engagement user (as opposed to a contact or lead), it’s indicated next to their name:

     

   • If the recipient isn’t known to Customer Engagement, you can click Add to Customer Engagement to add them as a contact or lead.

Link an email message or meeting to a specific Dynamics 365 apps record

You can link an email message or meeting to a specific Customer Engagement record, such as an account, opportunity, or case, by clicking the Set Regarding button . Customer Engagement automatically tracks the email or meeting, and links it to the record indicated in the Customer Engagement pane.

To find a different record to link to:

1. Click Track this email at the top of the Customer Engagement pane.

2. Do one of the following:

   • Click the record you want to link to in the list of Pinned Records or Recently Used Records.

     

     Tip

     This is the same list of pinned and mostly recently used records you see in the Customer Engagement apps or Dynamics CRM web client.

   • If you don’t see the record you’re looking for, enter a keyword in the search box, and then click the magnifying glass.

To create a new record and link it to a Dynamics 365 apps record:

1. Click New, and then select the type of record you want to create.

   

2. Fill in the information in the form.

   

3. If you want, click the Open record after saving check box.

4. Click Save.

To untrack or change the regarding record:

• Click Change at the top of the Customer Engagement pane.

Track signed S/MIME emails

Dynamics 365 App for Outlook can track S/MIME signed emails in Outlook Desktop and Outlook Web App (OWA). This is enabled on Click-to-Run Outlook 2016 build 16.0.8730.1000 or later. To determine your Outlook version, go to File > Office Account > About Outlook.

Customize the track regarding card

The admin can change what's displayed in the card that appears when you track the regarding email. For example, you might want to replace Job Title with Business Phone in the Contact card.

To change the fields that appear, follow these steps:

1. In Microsoft Dynamics 365 apps, go to Settings > Customizations > Customize the System.

2. Expand Entities and choose an entity such as Contact.

3. Expand the entity and select Forms, then select the Contact form.

   

4. Drag Business Phone below Account Name. Drag Job Title below Mobile Phone.

   

   

   Note

   The first four fields appear in the track regarding card.

5. Choose Save, Publish, and then close the form editor.

6. On the solution page, choose Components > Prepare Client Customizations.

   

7. Close the solutions page.

After completing the above, right-click in the track regarding card, and then select Reload. It might take some time for the synchronization to complete and the change to appear.

The business phone number replaces job title in the Contact card.

Add an email recipient as a contact or lead

One of the first things you might want to do when you receive a customer email, is add the person as a contact or lead to Dynamics 365 apps. In the Dynamics 365 apps pane, click (+) and then select Contact or Lead.

Note

If the sender of the email is unknown to Dynamics 365 apps, when you add the contact or lead, the email is automatically tracked in Dynamics 365 apps and set regarding this contact or lead. To stop tracking, you can manually untrack the regarding email.

Compose an email message and link it to a Dynamics 365 apps record

1. Create an email message as you normally would in Outlook.

2. Click the Customer Engagement button on the ribbon.

3. Do one of the following:

   • Click a Set Regarding button for a particular record in the Customer Engagement pane.

   • To find a different record, click Track this email at the top of the Customer Engagement pane as described earlier in this topic.

   • To create a new record and link it at the same time, click New.

4. If you select a different email message in your Inbox or add people to the To, Cc, or Bcc line, the list of recipients will be automatically refreshed in a few seconds.

Monitor an email message after you send it

You can monitor an email message after you send it to see the number of times that the message is viewed, opened, replied to, or forwarded. For a monitored email message, you can also see the last activity related to the email message, or view all activity related to the message.

To monitor an email message

1. Create an email message as you normally would in Outlook.

2. Track the email message or link it to a record in Customer Engagement. You can’t monitor an email message unless you track it or link it (set a regarding record).

3. In the Customer Engagement pane, click Follow, and then click Follow this email.

   

   Note

   Any recipients that can’t be followed will be displayed at the bottom of the Customer Engagement pane.

4. Send the message in Outlook.

   Important

   Do not edit the email message or change the recipients after you follow it. If you edit an email message after it’s followed, you may inadvertently delete the monitoring information or you may inadvertently add recipients who shouldn’t be followed.

To remove the monitoring for an email message

1. Select the monitored email message.

2. Click Unfollow.

Add an email template when you create an email message

If you frequently send the same type of email, you can save time by using an email template. When you use an email template, Dynamics 365 App for Outlook automatically inserts the Customer Engagement information such as contacts or set regarding information in the email message.

For example, you could use a Thank you template to save time whenever you want to send a thank you message to a customer.

Note

You must have the appropriate permissions to add email templates.

To add an email template:

1. Create an email message as you normally would in Outlook.

2. At the top of the Customer Engagement pane, click Templates.

   

3. In the Template Regarding list, select an option

4. Select the template you want, and then click Add to Email.

   

   For information on creating email templates in Customer Engagement, see Create templates for email.

Add sales literature or a knowledge base article when you create an email message

When you're working with a customer, you may want to send them some sales literature or a knowledge base article.

Note

You must have the appropriate permissions to add sales literature or knowledge base articles to an email message.

1. Start by creating an email message as you normally would in Outlook.

2. At the top of the Customer Engagement pane, click Sales Lit or Articles.

   

3. Drill down in the tree structure, and then select the appropriate literature or article.

4. Click Add to Email.

Link an appointment to a specific Dynamics 365 apps record

1. Create the appointment as you normally would in Outlook.

2. Click the Customer Engagement button on the ribbon.

3. Do one of the following:

   • Click a Set Regarding button for a particular record in the Customer Engagement pane.

   • To find a different record, click Track at the top of the Customer Engagement pane.

     

Add a phone call, appointment, or task activity to Dynamics 365 apps

• Click the Plus sign, and then select the type of activity you want to create.

  

• Fill in the information in the form.

  

• If you want, click the Open record after saving check box.

• Click Save.

Track Outlook contacts in Dynamics 365 apps

You can track Outlook contacts in Customer Engagement by using the Customer Engagement add-in, an Outlook solution module. The add-in is automatically installed when you install Dynamics 365 App for Outlook. You can access it as described below.

Note

Delegated users can not use Dynamics 365 App for Outlook to track emails. We suggest using folder-level tracking or automatic tracking for delegated users.

Using the add-in, you can:

• View a list of Microsoft Office contacts or Customer Engagement contacts, and see which contacts are tracked

• Link contacts to accounts in Customer Engagement

• Open the Customer Engagement contact or account record with a single click

  When the Customer Engagement add-in is installed, you’ll see a new Customer Engagementtab on the Outlook ribbon. Click the tab to see information about contacts.

  

1. Click to see all your Outlook contacts (contacts displayed in your default contacts view in Customer Engagement).

2. Click to see all your Customer Engagement contacts.

3. See whether a contact is tracked or not, or whether tracking status is pending.

4. Open a Customer Engagement account record.

5. Click to call.

6. Click to email.

Note

To use the add-in your admin must enable your Customer Engagement mailbox for appointments, contacts, and tasks.

Access the add-in

1. Click the More information button (three dots) in the lower-left corner of the Outlook window.

2. Click Add-ins.

   

3. Select the Dynamics 365 apps add-in.

See the Dynamics 365 apps contact card for a contact

1. In the contacts list, select the check box next to the contact. The contact details appear on the right side of the screen.

   

Track or untrack a contact

1. Click the Outlook Contacts tab.

2. In the contacts list, select the check box next to the appropriate contact(s).

3. On the ribbon, click Track or Untrack.

   

   Important

   Do not navigate outside the page while tracking or untracking the contact. Otherwise, it won’t be tracked or untracked.

Link a contact to an account or change the account that a contact is linked to

1. Click the Outlook Contacts tab.

   Note

   You can’t select a contact listed under the Customer Engagement Contacts tab.

2. In the contacts list, select the check box next to the appropriate contact.

3. On the ribbon, click Link.

4. Do one of the following:

   • On the right side of the screen, select the account to link to, and then click Link at the bottom of the screen.

     -Or-

   1. To create a new account, on the right side of the screen, click New at the bottom of the screen.

   2. Enter the new account name.

   3. Click Save.

   4. Click the Refresh button.

   Note

   If the contact isn’t already tracked, the contact will be tracked immediately and will be linked to the account. If the contract isn’t already tracked, the account record will be synchronized in the next synchronization cycle.

Send email or schedule an appointment

1. Click the Customer Engagement Contacts tab, or the Outlook Contacts tab, and then select the check box next to the appropriate contact(s).

2. On the ribbon, click Email or Appointment.

   Regardless of which tab you selected in step 1, the email, task, or appointment will be sent from Outlook, not Customer Engagement.

Search for a contact

• Enter a value in the Search box. You can search for data stored in the Full name, Company, Department, and Business address fields. You can’t search for data stored in the Tracking status, Business phone, or Email fields.

Filter by all contacts, tracked contacts, or untracked contacts

1. Click the arrow next to the view drop-down.

2. Select the view you want.

   

Filter contacts by column (field)

1. Click the Filter button .

2. Enter the text you want to filter on in the appropriate field(s).

   

3. Press Enter.

4. To clear the filter fields, click the Filter button again.

   Note

   You can filter on the Full name, Title, Company, Department, and Business address fields. You can’t filter on the Tracking status, Business phone, or Email fields.

Add or remove columns

1. Click the Settings button .

2. Select or clear the check boxes for the columns you want to add or remove.

   Note

   You can’t remove the Tracking column.

3. Click the Settings button again to hide the list of columns.

Move columns

• Select the column you want to move, and then drag it to a new location.

  Note

  You can’t move the Status column.

Sort data

• To sort the data in ascending order, click the column heading. To change the sort order to descending, click the column heading again.

  Note

  You can sort on the Full name, Company, Department, and Business address fields.

Show the latest data

• Click the Refresh button .

Set the number of records you see on the screen

• Enter the number you want at the bottom of the screen.

  

Experience App for Outlook as a pinnable taskpane

Dynamics 365 App for Outlook, version 8.2 is now available as a pinnable task pane in Outlook Desktop 2016 for Windows. If you're running Outlook 2016 for Windows (build 7668.2000 or later), Dynamics 365 App for Outlook will appear as a pinnable vertical task pane to the right of an open email message in Outlook.

.

With Dynamics 365 App for Outlook in pinned mode, you can select an email message and view all the relevant Dynamics 365 apps details for the selected email, without having to choose the Dynamics 365 apps ribbon icon on every email. You can browse through your email list by selecting email messages to read and App for Outlook will always display the details related to the current selected email. This capability is available on Dynamics 365 for Customer Engagement, version 8.2.2.1458 or later. For more information, see Implement a pinnable taskpane in Outlook.

Note

If you are version 8.2.2.1458 or higher and do not see the option to pin App in Outlook Desktop 2016 for Windows, you may need to redeploy the App. To redeploy the App, please navigate to Dynamics 365 App for Outlook under Settings. On this page, select ADD APP FOR ALL ELIGIBLE USERS option on top of the user grid. You can also choose to change the view to Eligible Users with the App, then select the users from the grid and choose ADD APP TO OUTLOOK. This will redeploy App for Outlook to the selected eligible users.

User's Guide for the previous version (Dynamics CRM)

This section of this topic describes how to use the version of the app provided in CRM Online 2016 Update 1 and Dynamics CRM 2016 Service Pack 1 On-Premises.

In this section:

What Dynamics 365 App for Outlook offers

Prerequisites for adding and using Dynamics 365 App for Outlook

Add the app to Outlook

Use the app for the first time

Track an incoming email message from an unknown sender

Create an email message, and then track it

Preview information about a sender that’s already stored in Dynamics 365 apps as a lead or contact

Change the regarding record for a tracked email message

Open a Dynamics 365 apps record from Dynamics 365 App for Outlook

What Dynamics 365 App for Outlook offers

Dynamics 365 App for Outlook included in CRM Online 2016 Update 1 and Dynamics CRM 2016 Service Pack 1 On-Premises is a lightweight app you can use to view Customer Engagement information and track email from within Outlook. The Customer Engagement data appears right in your Outlook Inbox.

With Dynamics 365 App for Outlook, you can:

• Tap the power of Customer Engagement while working in the familiar Outlook environment.

• Track incoming or outgoing email wherever you are, as long as you have access to a browser.

• Track email or view Customer Engagement data from a desktop computer or phone.

• Link an incoming or outgoing email record to an existing record in Customer Engagement. For example, you might want to link an email message to a specific account or opportunity.

• Convert an email message into a new Customer Engagement record.

• Find out whether an email message is already tracked, and change the regarding record (the Customer Engagement record the message is linked to).

• Create Customer Engagement contact records for people on the From list that aren’t already included in the Customer Engagement database. You can also create new Customer Engagement records for any entity (record type), as long as the entity has been enabled for mobile and for multi-entity search.

• Preview information about contacts and leads stored in Customer Engagement. For example, you can find a phone number or company name for a contact or lead, or preview the last and next activities for a contact or lead.

• Open Customer Engagement records directly to find or enter more detailed information.

Prerequisites for adding and using Dynamics 365 App for Outlook

Your Customer Engagement system administrator can deploy Dynamics 365 App for Outlook to your organization or you can add it yourself as long as you have the required security privileges (the Use Dynamics 365 App for Outlook privilege) and if your organization synchronizes incoming email with server-side synchronization. The system will let you know if these prerequisites have not been met when you attempt to add the app. If you’re an admin, and you want to learn about deploying the app, see Deploy Dynamics 365 App for Outlook (lightweight app).

Add the app to Outlook

After the prerequisites have been met, you can add the app directly from Customer Engagement.

1. Click the Settings button , and then click Apps for Dynamics 365 apps.

2. On the Apps for Dynamics 365 apps page, under Dynamics 365 App for Outlook, click Add app to Outlook.

Access the app for the first time

Once the app is installed, it appears as a Dynamics Customer Engagement tab in the Outlook reading pane. Just click the tab to access your Customer Engagement data.

If you don’t see the Dynamics Customer Engagement tab, you need to enable the app.

If you’re using desktop Outlook:

1. Click File > Manage Apps.

2. Sign in, click General > Manage add-ins, and then select the check box for Dynamics Customer Engagement.

If you’re using Outlook on the web:

3. Click the Settings button ** > Manage add-ins**.

4. Click General > Manage add-ins, and then select the Turned on check box for Dynamics Customer Engagement.

   

Track an incoming email message from an unknown sender

1. Select the email message in your Inbox, and then click the Dynamics Customer Engagement tab.

   When an email message is from an unknown sender (the sender isn’t already a contact or lead in Customer Engagement), you’ll see the following screen:

   

2. Click Create new contact.

3. The First Name, Last Name, and Email fields are already filled in for you. The Phone Number field will be filled in if it’s available.

   In the Create Contact form, fill in other fields (as much or as little as you like), and then click Save when you’re done entering info, or click Edit to open the Customer Engagement contact form to enter more details.

   

   Note

   If you want to enter information for a lead instead of a contact, don’t fill in any information in the Create Contact form. You can track the email regarding a new lead instead, as described below.

   When you click Save in the Create Contact form, the app displays contact card information, as well as empty sections for Next Activity, Last Activity, and the first two lists on the contact form. By default, these lists are Case Associated View and Opportunity Associated View. These sections are empty because the contact doesn’t have any related records in Customer Engagement yet.

   

4. To track the email, click Track.

   

5. Do one of the following:

   • If you don’t want to link the email message to an existing Customer Engagement record, click Or, track without setting a regarding record.

     

   • To link the email message to an existing record in Customer Engagement, in the search box, enter a keyword (for example, a company name), click Lookup, and then select one of the records in the resulting list.

     

     When you select a record, the record appears next to To be tracked regarding. To open the record in Customer Engagement, click the link.

     

     Note

     When you click Track, tracking with Customer Engagement should take place right away. If syncing doesn’t occur after a few minutes, ask your administrator to verify that server-side synchronization is working for sending email from Customer Engagement.

   • To create a new record in Customer Engagement (for example, to create a lead record instead of a contact record) and link it to the email activity record:

     1. Click New next to any enabled entity.

     2. In the quick create form, fill out the fields.

     3. Click Save to save the record if you’re done adding information. To enter more detailed information, click Save and edit in Customer Engagement.

     Note

     The entities shown on the tracking page have been enabled for mobile and enabled for multi-entity search. For more information on enabling entities, see TechNet: Entities and Dynamics 365 apps for phones and Dynamics 365 apps for tablets.

Create an email message, and then track it

You can also track outgoing email. When you create an email message, the Dynamics Customer Engagement pane appears on the right side of the screen.

Note

Tracking email in compose mode is temporarily unavailable for Outlook 2013 or Outlook 2016. For more information, see Can’t track emails in CRM App for Outlook.

Delegated users can not use Dynamics 365 App for Outlook to track emails. We suggest using folder-level tracking or automatic tracking for delegated users.

Track an email message that you create

1. Click Track this email? at the top of the Dynamics Customer Engagement pane.

2. If the name you enter on the To or CC line doesn’t match a contact record in the Dynamics 365 apps database, click Create new contact to create a contact record in Customer Engagement.

Preview information about a sender that’s already stored in Dynamics 365 apps as a lead or contact

• Select the email message in your Inbox, and then click the Dynamics Customer Engagement tab.

  The information you’ll see includes:

  • Contact information about the person (lead or contact) the email message is from

  • Next and last activities

  • Other related records, which include records from lists on the associated entity’s main form

  Note

  The related records you see may vary based on whether your system has been customized. Dynamics 365 App for Outlook displays two records from each view. If you want to see all records related to a contact or lead, click the contact or lead name in the contact card.

  

Change the regarding record for a tracked email message

1. Open the email message, and then click the Dynamics Customer Engagement tab.

2. Click Change.

   

3. Do one of the following:

   • To untrack the record, click Or track without setting a regarding record.

   • To select a different Customer Engagement record, enter a keyword (for example, a company name) in the search box, click Lookup, and then select a record from the results list.

   • To create a new record in Customer Engagement and link it to the email activity record:

     1. Click New next to any enabled entity.

     2. In the quick create form, fill out the fields.

     3. Click Save to save the record if you’re done adding information. To enter more detailed information, click Save and edit in
        Customer Engagement.

Open a Dynamics 365 apps record from Dynamics 365 App for Outlook

You can open Customer Engagement forms directly for contacts and other records. To open Customer Engagement records, click any of the following links:

• The name of the lead or contact

• The Pop Out button

• The name of the regarding record (once the email has been tracked)

• Any record or activity tile