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After Microsoft Dynamics CRM for Outlook synchronizes data in the Outlook file, special rules apply to how the synchronization process handles deleted records. For example, deleting a contact record in Outlook will not delete that contact record in Microsoft Dynamics CRM. Conversely, deleting a contact in Microsoft Dynamics CRM removes the synchronized contact from Outlook for all users except for the Outlook user who owns the record in Microsoft Dynamics CRM. Important Microsoft Dynamics CRM for Outlook uses different rules and conditions on deleted
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records to determine how the synchronization process should update Outlook and Microsoft Dynamics CRM.
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Microsoft Dynamics CRM for Outlook processes deleted records, as outlined in Table 2-1.
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2 Setup and Common Tasks
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TABLE 2-1 Microsoft Dynamics CRM for Outlook Deletion Processing
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Record
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Action
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Delete in Microsoft Dynamics CRM
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Record state
Result
Deleted from Outlook for all users except contact owner. Remains in Outlook of contact owner. No change in Microsoft Dynamics CRM. Deleted from Outlook. Remains in Outlook. Deleted from Microsoft Dynamics CRM. No change to Microsoft Dynamics CRM. Deleted from Outlook if appointment start time is in the future. Remains in Outlook. Deleted from Microsoft Dynamics CRM if deleted by appointment owner or organizer. Not deleted from Microsoft Dynamics CRM if deleted in Outlook by non-owners or non-organizers. No change to Microsoft Dynamics CRM.
Contact Task Task Task
Delete in Outlook Delete in Microsoft Dynamics CRM Delete in Microsoft Dynamics CRM Delete in Outlook
Any Pending (not completed in Outlook) Past (completed in Outlook) Pending (open in Microsoft Dynamics CRM) Past (completed or canceled in Microsoft Dynamics CRM) Pending (open in Microsoft Dynamics CRM) Past (completed or canceled in Microsoft Dynamics CRM) Pending (open in Microsoft Dynamics CRM)
Task Appointment
Delete in Outlook Delete in Microsoft Dynamics CRM Delete in Microsoft Dynamics CRM Delete in Outlook
Appointment Appointment
Appointment
Delete in Outlook
Past (completed or canceled in Microsoft Dynamics CRM)
When a user deletes a contact in Outlook (which will not be deleted from Microsoft Dynamics CRM), and someone subsequently modifies that contact record in Microsoft Dynamics CRM, Microsoft Dynamics CRM for Outlook will regenerate that contact in the user s Outlook file even though the user previously deleted it. On a related note, deactivating contact records in Microsoft Dynamics CRM does not remove the contacts from Outlook. Users must manually delete the deactivated contacts if they don t want them to appear in Outlook any longer.
Part I Overview and Configuration
Email in Microsoft Dynamics CRM
As you would expect, Microsoft Dynamics CRM includes several features to help you track and manage email communications with customers. From a high level, Microsoft Dynamics CRM can send and receive email using one of two methods:
Microsoft Dynamics CRM web client Microsoft Dynamics CRM for Outlook
The options available to you depend on your email infrastructure and how the network administrator installed the software. Microsoft Dynamics CRM supports a wide number of email platforms, including Microsoft Exchange Server and any Post Office Protocol 3 (POP3) or Simple Mail Transfer Protocol (SMTP) compliant email server. Microsoft Dynamics CRM includes a software application named Microsoft Dynamics CRM E-mail Router that acts as an interface between your email system and Microsoft Dynamics CRM. The Microsoft Dynamics CRM E-mail Router is not required for you to install Microsoft Dynamics CRM, but it does offer advanced email routing and tracking features. If for some reason your organization cannot use the Microsoft Dynamics CRM E-mail Router, Microsoft Dynamics CRM for Outlook will perform similar routing and tracking functionality on each client computer. However, because it is a client application, users must keep Microsoft Dynamics CRM for Outlook open for the software to process the email. More Info Because configuring email and installing the Microsoft Dynamics CRM E-mail
Router offer so many different deployment options, explaining these topics is beyond the scope of this book. Please refer to the Microsoft Dynamics CRM Implementation Guide for detailed instructions on how to install and configure the E-mail Router software.
After you configure Microsoft Dynamics CRM to work with your email systems, you should understand these important areas:
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