Use the Microsoft Dynamics 365 for Outlook App for Email Processing

Using the Microsoft Dynamics 365 for Outlook app to process email, appointments, contacts and/or tasks requires that users have Microsoft Outlook installed on their PC. It is NOT available for queues.

You may also want to look at Configuring Server-Side Synchronization in Dynamics 365 (CRM) for information on using Server-Side synchronization.

Before completing these steps, ensure that all users who will make use of the Microsoft Dynamics 365 for Outlook app have installed Outlook, configured their email account (it should match the email address for their Dynamics 365 CRM account) and that they have downloaded, installed and configured the Microsoft Dynamics 365 for Outlook app.

Configure default email processing and synchronization

1. Go to Settings > Email Configuration > Email Configuration Settings.

2. Set the processing and synchronization fields as follows:

   • Server Profile: blank

   • Incoming Email: Microsoft Dynamics 365 for Outlook

   • Outgoing Email: Microsoft Dynamics 365 for Outlook

   • Appointments, Contacts, and Tasks: Microsoft Dynamics 365 for Outlook

      

   If you leave the Email processing for unapproved user and queues at the default values (checked), you will need to approve emails and queues for user mailboxes as directed below in Approve Email.

   

3. Click OK.

Configure Mailboxes

In addition to administrator permissions, you must have Read and Write privileges on the Mailbox entity to set the delivery method for the mailbox.

Select one of the following methods:

Set all mailboxes to the default profile

This makes the changes for all Active Mailboxes.

1. Go to Settings > Email Configuration > Mailboxes.

2. Click Active Mailboxes.

3. Select all the mailboxes that you want to associate with the settings you created, click Apply Default Email Settings, verify the settings, and then click OK.

   

   By default, the mailbox configuration is tested and the mailboxes are enabled when you click OK.

Edit mailboxes to set the profile and delivery methods

If you followed the section above this, Set mailboxes to the default profile, you can skip this section.

1. Go to Settings > Email Configuration > Mailboxes.

2. Click Active Mailboxes.

3. Select the mailboxes that you want to configure, and then click Edit.

4. In the Change Multiple Records form, under Synchronization Method, set Server Profile to the Exchange Server profile you created earlier.

5. Set Incoming and Outgoing Email to Microsoft Dynamics 365 for Outlook.

6. Set Appointments, Contacts, and Tasks to Microsoft Dynamics 365 for Outlook.

7. Click Save & Close.

Approve Emails

You need to approve each user mailbox before that mailbox can process email. 

1. Go to Settings > Email Configuration > Mailboxes.

2. Click Active Mailboxes.

3. Select the mailboxes that you want to approve, and then click APPROVE EMAIL.

4. In the Approve Primary Email window that opens, click OK.
   

5. It may take a few minutes for the processes to complete.