Working with Outlook

There are two ways you can integrate Dynamics 365 with Outlook; the Dynamics 365 App for Outlook or the plug-in Dynamics 365 for Outlook which is sometimes referred to as the Outlook Client.

Dynamics 365 App for Outlook

The Dynamics 365 App for Outlook is a Microsoft Office add-in. It requires that server-side synchronization is set for the e-mail processing configuration in the organization’s system settings, and as of the December 2016 update for Dynamics 365 for online and on-premises deployments it is the preferred way to integrate Outlook with Dynamics 365. Once the environment is configured individual users need the Use Dynamics 365 App for Outlook security privilege. Finally, for online deployments, you can choose to have the app be automatically added for users by going to Settings > Dynamics 365 App for Outlook and checking the Automatically add the app to Outlook box.

Alternatively, users can install the app themselves, (if they have the security role permission, and server-side synchronization is configured) by going to their personal options by clicking on the gear icon in the navigation bar and clicking on Apps for Dynamics 365 and selecting the Microsoft Dynamics 365 App for Outlook option.

Once installed now users have the ability to:

  • have all the Dynamics 365 relevant information about contacts and leads at their fingertips from within Outlook and the context of the of the email message or appointment. Not just contact information and details, but information about last and next activities with a record.
  • Open Dynamics 365 records directly to have more detailed information
  • Create new activities (phone calls, tasks, appointments)
  • Link email messages and appointments to an existing Dynamics 365 record in one click
  • Create new Dynamics 365 records for any entity
  • Leverage  Dynamics 365 e-mail templates, knowledge articles, and sales literature
  • Track Outlook contacts in Dynamics 365

The Outlook Client integrates Outlook with Microsoft Dynamics 365. In the Outlook client, you have full CRM functionality and data plus some extra features and functions. Many users like Outlook client because they don’t have to navigate and log into an additional program to access CRM data.  You can add contacts and activities by tracking them to CRM, which saves you a significant amount of time because it eliminates the manual process of re-typing that data into a new record in CRM. Additionally, you can attach CRM Sales Literature and Knowledge Base Articles directly to the emails you send through Outlook.

CRM for Outlook needs to be downloaded from the Microsoft Download Center. (Learn more about installing and configuring the Outlook client.)

It is common to associate activities with the CRM Outlook Client. The Outlook Client allows you to track your emails, tasks, appointments and contacts that you already have in Outlook to CRM. Tracking these is quicker than manually re-creating them in CRM. All the same Activity functionality that you just learned about, such as creating new activities, converting activities and closing activities is all available through the Outlook Client.

To learn more about working with Outlook, jump to the following sections:

Personal Options and Email Settings

This is where you can change your personal settings. This will just affect you and no other user.

  1. On the ribbon, click the File tab.

working with Dynamics CRM for Outlook

2. Within the left navigation bar, click CRM.

3. On the main page, click the Options button. This will open the Set Personal Options in a new window.


On the General tab, you can changes things such as:

  • Turn the Get Started Pane on or off
  • Select if you want to use CRM or Outlook forms
  • Records per page


You can go to the E-mail tab of personal options to adjust the email settings. In most cases, you’ll want to make sure the “check incoming email messages in Outlook” is checked. You can set the tracking option to whatever your organization chooses. It depends on your business, but frequently it is set to “Email messages in response to CRM e-mail” or “Email messages from Accounts, Contacts & Leads”.


Quick Access Toolbar

This area allows you to do all things CRM, such as creating records, without having to click on a new tab in Outlook. Below are instructions on how to set up your quick access toolbar.

  1. Right click on the ribbon.
  2. Click on Show Quick Access Toolbar below the ribbon. You can add or remove which buttons appear in your quick access ribbon.


3. In the ribbon, click on the CRM tab.

4. Right click on the activity or record that you want to add, then click Add to Quick Access Toolbar.


Once this is complete, you can create CRM records, such as activities, accounts, contacts or leads right from this bar. You don’t have to navigate to any other place in Outlook.


Open in a New Window

Allows you to enjoy dual screens and never abandon your inbox. Using this functionality allows you to keep your Outlook inbox open on one screen, and view the CRM record on another screen.

  1. Right click on the entity that you want to view in the left navigation.
  2. Choose Open in New Window.

CRM for Outlook