8 Frequently Asked Questions About Outlook Client for Microsoft Dynamics 365

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Why do we like the Outlook client in Microsoft Dynamics 365?

The Outlook client eliminates the need to navigate and log into additional programs to access Microsoft Dynamics 365. You have full Dynamics 365 functionality and data, plus additional features.  This saves a significant amount of time by eliminating the manual process of re-entering data.

The Outlook client allows you to track emails, tasks, appointments and contacts that are already created in Outlook to Dynamics 365. And you can attach Dynamics 365 sales literature and Knowledge Base articles directly to emails sent through Outlook.

Here is a list of key takeaways from a recent session on the Outlook client for Microsoft Dynamics 365:


Q: How is the layout different than the web client?

A: The Dynamics 365 for Outlook client can be navigated through a folder structure, similar to the Outlook inbox.

Q: How can I access commonly used functions quickly?

A: The Outlook client provides a quick access toolbar which allows the end user to pin commonly used functionality directly to the Outlook search bar.

Q: Can I choose what items are synced automatically?

 A: The Outlook client provides access to the users Personal Options in Dynamics 365, allowing the user to set what activities should sync to Dynamics 365 automatically.

Q: I need to use the Outlook client, but I do not have internet access. What can I do?

 A: You can use Microsoft Dynamics 365 for Outlook to access your Dynamics 365 data when you’re on the go.  This is perfect for users that travel and do not always have access to internet while working.  While offline the Outlook client copies a subset of data to your computer’s Hard Drive.


Q: What do I need to know before I start troubleshooting?

 A: Settings in Internet Explorer directly affect the Outlook client.  Issues affecting the web client will also affect the Outlook client. Errors directly related to Outlook can be seen on the Local Machine within the Event Viewer.  Microsoft provides a local Tracing tool for the Dynamics 365 for Outlook add-on.

Q: What settings in Internet Explorer should I update?

 A: The Outlook client is directly linked to Internet Explorer settings and cached files.  The first step of troubleshooting the Dynamics 365 Outlook client should always be to clear your internet cache in Internet Explorer and to add your organization URL to your trusted sites and the Compatibility View Settings.  This is necessary even if you never use IE when accessing the web client.

Q: Are there any settings on my computer I can check?

 A: The credential manager will often store usernames and passwords related to the Dynamics 365 web client.  If you are a user that accesses multiple environments, this can create conflicts with the Outlook client.  It is a best practice to NOT store these usernames and passwords in the credential manager if prompted, and all usernames and passwords related to Microsoft Dynamics should be cleared out when you begin troubleshooting.

 Q: What can I do to gather more information for my support team?

 A: Use Microsoft’s tracing tool provided with the client to gather additional information for your support staff.  The tool can be found in the Diagnostics tool in the Dynamics 365 for Outlook install folder.  Always make sure to turn off tracing after gathering the logs.

If you are interested in evaluating Microsoft Dynamics 365 for Outlook contact us today.

Also read:

By Uma Kaliaperumal, Crowe, a Microsoft Dynamics 365 Gold Partner www.CroweCRM.com

Follow us on Twitter: @CroweCRM


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