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

When you are working in Microsoft Dynamics CRM Online for Microsoft Office Outlook, you can use all the familiar Outlook buttons and toolbars with the Microsoft Dynamics CRM toolbar and menu to manage e-mail messages and most other activities Actions to be performed, such as tasks, or communication items that are sent or received, for example, e-mails, phone calls, letters, faxes, and appointments. The status of activities is tracked and the activity history is stored in the system, so users can view the open and closed activities.. At any time, you can track To link between a record in Microsoft Dynamics CRM Online and Microsoft Office Outlook. Records that are marked for tracking are updated in both applications, including creating new activities. an Outlook e-mail message in Microsoft Dynamics CRM Online. Tracked messages still appear in the Outlook mail folders. There is a personal option setting to change the icon with a Microsoft Dynamics CRM Online Tracked in CRM icon . A copy of the e-mail message is saved as an activity and is available in the Microsoft Dynamics CRM Online Activities area. You can link the activity to a record in Microsoft Dynamics CRM Online. You can also set your personal options so that all incoming e-mail is tracked in Microsoft Dynamics CRM Online.

More information: Set Personal Options

Important

Because Microsoft Dynamics CRM Online shares data between users, many of the default privacy assumptions of a full e-mail system do not apply. This means that an e-mail activity that is associated with a Microsoft Dynamics CRM Online record as a regarding record (for example, a case, account, or contact) has the same visibility as any other activity associated with that record, and any user who has access to the record and its associated activities also has access to the e-mail message.

Managing Incoming E-mail

When you use Microsoft Dynamics CRM Online for Outlook, all the e-mail you receive arrives in your Outlook Inbox, and only e-mail that originated as a Microsoft Dynamics CRM Online e-mail activity (that is, a response to e-mail you send from Microsoft Dynamics CRM Online), or that is marked as tracked in Microsoft Dynamics CRM Online, arrives in the Microsoft Dynamics CRM Online Activities and My Work: Queues area. If you prefer, you can:

• Track all incoming e-mail as Microsoft Dynamics CRM Online e-mail activities.
• Track only e-mail that originated in Microsoft Dynamics CRM Online (that is, e-mail sent in response to a Microsoft Dynamics CRM Online e-mail activity) into Microsoft Dynamics CRM Online e-mail activities.
• Track only e-mail related to your accounts, contacts, or leads.

If you choose not to track all incoming e-mail, you can manually track selected messages in Outlook as e-mail activities in Microsoft Dynamics CRM Online.

However, if you track all your e-mail messages as Microsoft Dynamics CRM Online e-mail activities, they can be accessed by anyone who has permission to view or work with your activities. Also, when you track an e-mail message with attachments to a Microsoft Dynamics CRM Online activity, the attachments are included in the activity. If you do not want these attachments to be available to other users, delete them from the e-mail activity.

More information: Save Outlook Contacts, Tasks, and E-mail Messages as Microsoft Dynamics CRM Online Records

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Sending and Replying to E-Mail Messages

You can link Microsoft Dynamics CRM Online e-mail activities to active contacts People who represent customers or potential customers, or individuals related to accounts. For example, an individual who purchases products or services for their own use, or an employee of an account. A contact may also be a person involved in a business transaction, such as a supplier or a colleague., accounts Companies that might do business with your organization., leads Potential customers who must be qualified or disqualified as sales opportunities. If a lead is qualified, it can be converted to an opportunity, account, and/or contact., facilities The physical spaces, such as conference rooms or service bays, where service activities can be performed., equipment The tools or assets used to perform a service activity., queues Holding containers for activities that need to be completed.There are queues that contain cases and activities in the Workplace, and queues of articles in the knowledge base., or users People who have active user accounts in Microsoft Dynamics CRM Online. in Microsoft Dynamics CRM Online. You can select active Microsoft Dynamics CRM Online records with e-mail addresses from the Microsoft Dynamics CRM Online address book, which is installed automatically when you install Microsoft Dynamics CRM Online for Outlook. E-mail activities can also be tracked in Microsoft Dynamics CRM Online without being related to another record.Microsoft Dynamics CRM Online

When you send, reply, or forward an e-mail that is tracked as a e-mail activity, a closed activity is created for each account and contact referenced and displayed in the History area. Closed e-mail activities cannot be updated except to link them to a related Microsoft Dynamics CRM Online record. If a related record has not already been selected, you have the option of select one.

More information: Managing E-mail Activities

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Working with Microsoft Dynamics CRM Online for Outlook with Offline Access Offline and Synchronizing with Microsoft Dynamics CRM Online

If you install Microsoft Dynamics CRM Online for Outlook with Offline Access, you have the option of working offline from the Microsoft Dynamics CRM Online server. You can create Microsoft Dynamics CRM Online e-mail messages that are sent when you go back online. If you send Outlook e-mail messages, those are sent immediately.

More information: Synchronizing Information

When you are working with Microsoft Dynamics CRM Online for Outlook with Offline Access offline, if you create and send an e-mail message and the message fails to be delivered or is blocked, for example, because the recipient does not want to receive e-mail or the mail server is down, the e-mail is saved to your Drafts folder in Outlook, but a closed Microsoft Dynamics CRM Online activity is created. In Microsoft Dynamics CRM Online, you can use the Pending E-mail view to unsent messages. When you are working offline,Microsoft Dynamics CRM Online e-mail messages that you send are saved to your Outlook offline queue, and when you go online, Microsoft Dynamics CRM Online automatically tries to send them and create the activities. If an e-mail message cannot be sent, it is saved in Microsoft Dynamics CRM Online as a draft activity, but does not appear in your Drafts folder in Outlook.

More information: Working Offline

Using the Microsoft Dynamics CRM Online Address Book

You can use the Microsoft Dynamics CRM Online address book to select records from Microsoft Dynamics CRM Online in Outlook. The address book includes accounts, contacts, facilities/equipment, leads, queues, and users. You can access the Microsoft Dynamics CRM Online address book from the same menu as your other Outlook address books and use it in the same way.

The address book is also used to reconcile e-mail recipients in incoming messages to Microsoft Dynamics CRM Online contacts and link them automatically. How the contacts are matched is set in your personal options.

More information: Set Personal Options

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Working with Microsoft Dynamics CRM Online for Outlook with Offline Access Offline and Synchronizing with Microsoft Dynamics CRM Online

Related Topics Send Direct E-mail to Customers Work with E-mail Activities Work with E-mail Templates Working Offline Doing CRM Work in Outlook Working with Records and Activities in Microsoft Dynamics CRM Online for Outlook Managing E-mail Activities

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