Microsoft Dynamics CRM Online Help

Doing CRM Work in Outlook

Microsoft Dynamics CRM Online for Microsoft Office Outlook is an add-in for Outlook that is installed on your desktop or laptop computer.

Perform most of the same sales, marketing, and customer services in Microsoft Dynamics CRM Online for Microsoft Office Outlook that you can in Microsoft Dynamics CRM Online. This includes working with accounts, contacts, and campaigns. The Microsoft Dynamics CRM Online address book gives you access to all the e-mail addresses for your Microsoft Dynamics CRM Online customers.

Not all Microsoft Dynamics CRM Online features are available when you are working offline.

More information: Install Microsoft Dynamics CRM for Outlook, Microsoft Dynamics CRM Online Areas

Similarities in Working in Microsoft Dynamics CRM Online for Outlook and Microsoft Office Outlook

Microsoft Dynamics CRM Online for Outlook automatically starts when you open Outlook. A symbol in the Windows notification area displays the current status: Online, Offline, or Disabled.

To view a list of records, click the folder for that record type. The tab displays the list of records. If you have an older version of Outlook, you may have to expand folders to find the Microsoft Dynamics CRM Online folders.

Microsoft Dynamics CRM Online appointments and service activities appear in the Outlook calendar. Task activities (tasks, faxes, phone calls, and letters) can have reminders.

Differences between Working in Microsoft Dynamics CRM Online for Outlook and Outlook

Because Microsoft Dynamics CRM Online uses standard Microsoft Internet Explorer controls, some Outlook features are not available in Microsoft Dynamics CRM Online for Outlook.

Not available in Microsoft Dynamics CRM Online for Outlook

Work around

E-mail signatures

Use a global e-mail template.

Full-text editing features

Standard editing controls, such as press ENTER for double-spaced lines and SHIFT+ENTER for single-spaced lines.

Attaching files during creation

Save an e-mail activity before attaching files.

Move records by dragging and dropping.

None - this causes data loss.

More information:Using Microsoft Dynamics CRM Online for Outlook - Troubleshooting

Reminders

After synchronization with Outlook, 15-minute reminders are created for appointments and service activities created in the Microsoft Dynamics CRM Online folders or in the Web application.

Microsoft Dynamics CRM Online Service calendar

You can request that your System Administrator or System Customizer add it.

Working with Views of Microsoft Dynamics CRM Online Data in Outlook

While you are working with Microsoft Dynamics CRM Online records in Outlook, you can change how and what records are displayed on the tabs. You can filter the information, sort, and group the records as you like.

A view defines how the information is displayed on a tab. If you have a lot of records, they can be displayed on several pages on a tab. You can pin the view, which in some cases moves the records from the pages into a single list on the tab. The list view of the records is cached (stored) on your computer.

Some views are server-only. This means that certain kinds of views, as defined by your System Administrator, cannot be cached. You can pin the view, but the records are not moved into a single list.

Working Offline

Before you go offline, you can select a portion of your Microsoft Dynamics CRM Online for Outlook data to take with you offline for use as local records. Whenever you go online again, your local records synchronize with the server so that your changed local records are then changed in the Microsoft Dynamics CRM Online database.

More information: Synchronizing Information

Synchronizing Outlook, Microsoft Dynamics CRM Online for Outlook, and Microsoft Dynamics CRM Online

While you are offline with Microsoft Dynamics CRM Online, you can use Microsoft Dynamics CRM Online for Outlook to create, to delete, or to update contacts, tasks, appointments, phone calls, letters, faxes, and service anointments. These changes update Outlook while you are offline, but do not update Microsoft Dynamics CRM Online until you go back online.

More information: Synchronizing Information

Creating Mail-Merge Documents with Microsoft Office Word

You can use Microsoft Dynamics CRM Online for Outlook with Microsoft Office Word to create customer-ready documents for your Microsoft Dynamics CRM Online customers that display Microsoft Dynamics CRM Online data.

  • Create new templates or use an existing template to generate form letters for yourself or, with the appropriate permissions, for the whole organization.
  • Send form letters or form e-mail messages to contacts, accounts, or marketing mailing lists.
  • Resend old letters to new recipients.
  • Create faxes.
  • Create quotes.

More information: Send Direct E-mail to Customers

Sharing a Computer with Multiple Users

If your business has several people sharing the same computer with different user accounts, each can install and use Microsoft Dynamics CRM Online for Outlook when using their own account. Regular synchronization with Outlook and Microsoft Dynamics CRM Online still occurs.

Related Topics

Install Microsoft Dynamics CRM for Outlook

Sending and Receiving E-mail in Microsoft Dynamics CRM Online for Outlook

Working with Records and Activities in Microsoft Dynamics CRM Online for Outlook

Working Offline

Synchronizing Information

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