Overview

Dynamics 365 integrates with Outlook to:

• Track emails, appointments, and tasks directly in Dynamics 365
• Sync contacts, calendar, and tasks between Outlook and Dynamics 365
• Access CRM data from within Outlook using the Dynamics 365 App for Outlook

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Step-by-Step Setup Guide

Step 1: Prerequisites

Before starting, ensure the following:

Requirement	Details
Exchange Online or On-Premises	Preferably Exchange Online (Microsoft 365).
Dynamics 365 Environment	Online or On-Premises (with IFD for external access).
User Mailboxes	Mailboxes must exist in Exchange and be configured for Dynamics 365.
Security Role	User must have one of the following roles: – System Administrator – System Customizer – Exchange Administrator
Dynamics 365 App for Outlook	Installed and enabled in your tenant.

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Step 2: Configure Server-Side Synchronization

This synchronizes emails, appointments, and contacts between Outlook and Dynamics 365.

2.1 Go to Settings

1. Sign in to Dynamics 365.
2. Navigate to Settings → Advanced Settings → Email Configuration → Email Server Profiles.

2.2 Create or Edit Email Server Profile

1. Click New to create a new profile or select an existing one (e.g., Exchange Online).
2. Fill in the following:
   • Name: Exchange Online
   • Server Type: Exchange Online
   • Authentication Type: OAuth 2.0
3. Save and click Test & Enable Mailboxes after setup.

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Step 3: Configure Mailboxes

3.1 Open User Mailboxes

1. Go to Settings → Email Configuration → Mailboxes.
2. Open a user’s mailbox record.

3.2 Set Incoming/Outgoing Email & Appointments

Set the following fields:

Field	Value
Incoming Email	Server-Side Synchronization
Outgoing Email	Server-Side Synchronization
Appointments, Contacts, and Tasks	Server-Side Synchronization

3. Save and click Approve Email (if prompted).
4. Then click Test & Enable Mailbox.

Status should show:
Success for Incoming Email, Outgoing Email, and Appointments/Contacts/Tasks.

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Step 4: Deploy the Dynamics 365 App for Outlook

4.1 Navigate to App Deployment

1. Go to Settings → Dynamics 365 App for Outlook.
2. You’ll see eligible users under “Users Eligible for App for Outlook”.

4.2 Add the App for Users

1. Select one or more users.
2. Click Add App to Outlook.

The app will automatically appear in Outlook within a few hours.

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Step 5: Verify App in Outlook

5.1 In Desktop Outlook:

1. Open Outlook.
2. Open an email.
3. Click the Dynamics 365 icon in the ribbon.
4. The Dynamics 365 App pane will open on the right.

5.2 In Outlook Web (OWA):

1. Log in to https://outlook.office.com.
2. Open an email → Click More Apps (⋯) → Dynamics 365.

If it opens and connects successfully, the integration is complete.

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Step 6: Track and Sync Items

Function	Description
Track Email	Click Track in the Dynamics 365 pane to link an email to a record.
Track Appointment	Create an appointment in Outlook and link it to Dynamics 365.
Track Contact	Add or sync contacts between Outlook and CRM.

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Optional: Test and Troubleshoot

6.1 Run Email Configuration Test

• Go to Settings → Email Configuration → Mailboxes
• Select the mailbox → Test & Enable Mailbox

6.2 Check Alerts

If errors appear, navigate to:
Settings → System Jobs → Email Configuration Test Results

Common issues:

Error	Fix
“401 Unauthorized”	Check OAuth permissions and reapprove mailbox.
“Not Enabled for Server-Side Sync”	Enable the synchronization method in mailbox settings.

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Best Practices

• Provide user training for email tracking and record association.
• Use Exchange Online instead of Exchange Server for simpler OAuth integration.
• Disable legacy Outlook COM add-ins (deprecated).
• Regularly monitor mailboxes via Email Configuration → Alerts.