Ledgeview’s Dynamics CRMfor Oil & Gas User Group

October 2017

Presenter-Michael Dodds

Michael DoddsSupport Consultant

920-560-6888

CRMSupport@ledgeviewpartners.com

Outlook Client

Outlook Client Pros Outlook Client Cons Web Client Pros

Web Client Cons

Can Track and Set Regard Emails, Appointments, Contacts and Activities

Not as efficient Efficiencies Cannot Track and Set Regard Emails, Appointments, tasks and Contacts from Outlook

Convenient Lag Time Easier to Navigate

Can see who the emails is associated to

Clunky Navigation Faster load times

Can cause Outlook to crash Intuitive UI

Opens Records in Web version without navigation efficiencies

Outlook Client versus Web Client

CRM Version Outlook Client Version Update

Dynamics 365 – Online and On Premise

MSCRM 2016 Outlook Client Update 8.2.1

What version should you have?

• To track emails or appointments to CRM without associating it to a record:

• Select the email or appointment• Click on track

• To track emails or appointments to CRM and associate them to a record in CRM:

• Select the email or appointment• Click on set regarding• Choose the entity of your record using the look for drop down

selection• Search for your record by name• Check the record• Click add

Outlook Client - Track and Set Regarding

Best Practices for Outlook Client• Utilize the outlook client as a hybrid with web client

• If sending over 100 emails at one time(through

marketing, workflows, etc) utilize Server Side Sync

or Email Router to process outgoing email

• Set to sync at lowest time available

• Minimum time is set by Admin and should be

15 minutes

• Utilize set regarding instead of track if there is an

associated record in CRM

• The following are signs that the outlook client needs troubleshooting

• Outlook crashes when opening• Track/Set regarding buttons are greyed out• When accessing CRM in the outlook client it states

“Trying to Connect to CRM”• Any error messages

• Always make sure the email associated to your user in CRM is the same as your outlook email address

• Lower right corner of outlook states “Online with: Microsoft Exchange”

• Your CRM link is not showing in the lower ribbon bar

Troubleshooting-Outlook Client

Outlook App

Outlook AppFeature Dynamics

365 App for Outlook

Dynamics 365 for Outlook

Does not work on OWA, phone or MAC No Yes

Track and set regarding for email**Cannot Track Composed emails on Mac or Mobile Outlook App

Yes Yes

Track and set regarding for appointments **Does not work on Macs or Mobile Outlook on the Web or the Mobile Outlook App

Yes Yes

Track and set regarding for contacts*** This only works if you have Outlook 2016

Yes Yes

Track and set regarding for tasks No Yes

One click set regarding Yes No

Shows recipients' summary Yes No

Shows the regarding record summary in the email/appointment

Yes No

Works with Outlook desktop Yes Yes

Open and create Microsoft Dynamics 365 record directly

Yes Yes

Feature Dynamics 365 App for Outlook

Dynamics 365 for Outlook

Apply custom forms and business logic Yes Yes

Work offline No Yes

Apply email templates***Does not work in Mobile Outlook on the Web

Yes Yes

Apply sales literature***Does not work in Mobile Outlook on the Web

Yes Yes

Apply knowledge articles***Does not work in Mobile Outlook on the Web

Yes Yes

Ability to monitor emails after sending Yes No

Sort, filter, format, group, and categorize views No Yes

Create Word mail-merge documents No Yes

Control field synchronization No Yes

****The Outlook App requires Server Side Sync for Email Configuration

Outlook App Requirements

Tracking Contacts is only supported for Outlook 2016 16.0.6741.1000 or later

Tracking Contacts is only supported for Outlook 2016 16.0.7426.1049 or later Tracking Contacts is only support for Outlook 2016 16.0.7426.1049 or later

Tracking Contacts is only support for Outlook 2016 16.0.6741.1000 or later

Tracking composed emails and appointments requires Exchange Server 2013 CU14 or Exchange Server 2016

Tracking Contacts is only supported for Server 2016 CU3 and Outlook 2016 16.0.6741.1000 or later

Tracking composed emails and appointments requires Exchange Server 2013 CU14 or Exchange Server 2016

Tracking Contacts is only supported for Server 2016 CU3 and Outlook 2016 16.0.6741.1000 or later

Outlook App Requirements• You must utilize Server Side Sync to process your incoming emails

• Recommend processing incoming, outgoing and appointments/contacts/tasks through

Server Side Sync

• Must be on Dynamics CRM 2016 update or newer if Online

• For On-Premise you will need to be on the newest patch for Dynamics 365

• Must be on Outlook 2013 or 2016

• If you are using On Premise Exchange Server it must be 2013 Exchange Server version

15.0.1236.3.32(Exchange Server 2013 CU14) or greater or Exchange 2016

• Can only utilize Server Side Sync with Exchange On Premise for Dynamics 365 Online

and On Prem environments

• There are potentially security setting adjustments that will need to be made

• **On Premise Exchange Server utilizing Server Side Sync, we would want to set up a

meeting with your IT department and our Systems Engineer to ensure compatibility

User Submitted Questions

“Can you review activities in Opportunities. What are the best practices that you see for creating activities?”

Question from a User

• Demo on setting up activities for opportunities

• Best Practices:

• Set up activities for items that you know need to be accomplished at the

beginning of the opportunity

• Create tasks for items you are working on for the opportunity

• Task for creation of quote

• Phone call activities to follow up with you customer

• Set Due Dates

• Email/Phone Call Task to follow up with customer a few days/weeks after

you close the Opportunity as Won

“How do you suggest we handle uploads to mpower regarding opportunities in fallback? Have Chevron and Ledgeview discussed this new feature?”

Question from a User

Ledgeview and Chevron have discussed this

• This is being address in the nightly integration with mPower

• We are adding the word Fallback to the end of the Sales Stage if it is in

Fallback

• Examples:

• Opportunity in Stage 3 Presentation and not in Fallback

• Chevron sees this as “Stage 3 – Presentation”

• Opportunity in Stage 3 Presentation and is in Fallback

• Chevron sees this as “Stage 3 – Presentation - Fallback”

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