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Use Dynamics 365 App for Outlook to tap the power of Dynamics 365 apps while you’re using Outlook on the desktop, web, or phone. When Dynamics 365 App for Outlook is installed, depending on which version of the app you have installed, you'll see a Dynamics 365 apps pane or window next to a selected Outlook email message, or when you're composing an email message or setting up a meeting or appointment.
Important
The latest release of Dynamics 365 App for Outlook works with customer engagement apps in Dynamics 365 (Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, Dynamics 365 Marketing, and Dynamics 365 Project Service Automation), Dynamics 365 Customer Engagement (on-premises), version 9, and Microsoft Dataverse.
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For more information on how to deploy and customize the app and how to use it, see:
What Dynamics 365 App for Outlook offers
With Dynamics 365 App for Outlook, you can:
- View information about Dynamics 365 contacts and leads while you’re working in Outlook. You can view this info in the context of an email message, meeting, or appointment. For example, view phone numbers, company name, last and next activities, and recent records from Dynamics 365.
- Link email messages, meetings, and appointments to a Dynamics 365 record with a single click. For example, link an email message to a specific account, opportunity, or case. Dynamics 365 App for Outlook also supports custom entities.
- Open Dynamics 365 records directly to find or enter more detailed information.
- Add a phone call, task, or appointment activity to Dynamics 365.
- Create a new Dynamics 365 record for any entity (record type).
- Add email templates, knowledge articles, and sales literature when you create an email message or set up a meeting.
- Track Outlook contacts in Dynamics 365.
![Log Log](/uploads/1/3/8/0/138085124/806220564.jpg)
What's new in Dynamics 365 App for Outlook
Dynamics 365 apps that work with Dynamics 365 App for Outlook have been significantly redesigned and includes enhancements such as:
- Unified Interface. Dynamics 365 App for Outlook is built on the Unified Interface framework, which uses responsive web design principles to provide an optimal viewing and interaction experience for any screen size, device, or orientation. Much of Dynamics 365 functionality is now included.
- Global search or multi-entity search. Use global search to search for a keyword in multiple entities at the same time. Global search uses the quick find view for the various entities to search for records.
- Forms. View and edit forms the same as what you see in the mobile experience.
- Dashboards. View and edit dashboards the same as what you see in the mobile experience.
- Insights. Use Relationship assistant to get insights into your customers.
For more information on what's new, see What's new with Dynamics 365 App for Outlook.
Known issues and FAQs
Dynamics 365 App for Outlook add-in error
Some users might experience add-in error with the following symptoms:
You try to use the add-in by selecting Dynamics 365 App for Outlook, and the pane appears. After about 30 seconds, a yellow error section is displayed at the at the top ofthe pane. The error could be any of the following:
- ADD-IN ERROR This add-in could not be started. Close this dialogto ignore the problem or click 'Restart' to try again.
- ADD-IN ERROR This add-in is not responding. Close this warningdialog to keep it running or click 'Restart' to try again.
- ADD-IN ERROR This add-in seems to be having problems. Click'Restart' to try starting it again.
- ADD-IN ERROR Sorry, we had to rest because this add-in wasn'tresponding.
Sometimes, selecting Restart causes the error again.
Solutions
Here are some of the ways in which you can address this issue:
- Add/update the below registry keys for the users experiencing theadd-in error.
- [HKEY_LOCAL_MACHINESOFTWAREMicrosoftOffice16.0Wef]
AlertInterval=dword:00000000 - [HKEY_LOCAL_MACHINESOFTWAREWow6432NodeMicrosoftOffice16.0Wef]
AlertInterval=dword:00000000
Additional information on the registry keys can be foundWhen debugging with the Microsoft Edge DevTools, the add-in crashes or reloads.If the registry key doesn't work, one of the below are the only solutions for the add-in error. - Users experiencing add-in error can use Outlook Web App in MicrosoftEdge or Google Chrome browsers to access Dynamics 365 App forOutlook.
- Alternatively, users can update their Outlook client to the latestCR2 monthly enterprise channel or current channel.
Users with custom security role can't access Dynamics 365 App for Outlook
Users who are assigned a custom security role may not be able to access Dynamics 365 App for Outlook. We are working on a fix for this issue. In the meantime, for more information, see:
Delegated users cannot track emails
Delegated users cannot track emails using Dynamics 365 App for Outlook. Try using folder-level tracking or automatic tracking for delegated users.
Other known issues
For other known issues with this version of Dynamics 365 App for Outlook, see the Dynamics 365 apps Readme.
For more information on FAQs, see Frequently Asked Questions about Dynamics 365 App for Outlook.
See also
Deploy Dynamics 365 App for Outlook
Dynamics 365 App for Outlook User Guide
Dynamics 365 App for Outlook User Guide
Microsoft Exchange Online Sign In
Note
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-->Important
- The latest release of Dynamics 365 App for Outlook works with customer engagement apps in Dynamics 365 (Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, Dynamics 365 Marketing, and Dynamics 365 Project Service Automation), Dynamics 365 Customer Engagement (on-premises), version 9, and Microsoft Dataverse.
- App for Outlook uses Microsoft Edge browser when you are using Windows 10 (version 1903 or later) OS and Outlook Click-2-Run client that’s updated to the current channel, Monthly Enterprise channel, or Semi-annual Enterprise channel (16.0.13127.20508 or later). For other combination of Windows and Outlook, App for Outlook uses Microsoft Internet Explorer browser.
- Multi-factor authentication with Dynamics 365 App for Outlook and Server Side Synchronization is supported only in an online-only configuration. It is not a supported scenario for Dynamics 365 Customer Engagement (on-premises) or Microsoft Exchange on-premises.
- Dynamics 365 App for Outlook is not supported on Microsoft 365 shared mailbox.
- Dynamics 365 App for Outlook is not supported in configurations that have Dynamics 365 apps and Microsoft 365 (Exchange Online) in different tenants.
- Windows 7 had reached end of life and is no longer a supported client OS for Dynamics 365 App for Outlook.
People can use Dynamics 365 App for Outlook to tap the power of Dynamics 365 for Customer Engagement while using Outlook on the desktop, web, or tablet. For example, view information about email or appointment recipients, or link an Outlook email or appointment to a Dynamics 365 for Customer Engagement record such as an opportunity, account, or case. To learn more about what Dynamics 365 App for Outlook offers, see the Dynamics 365 App for Outlook User Guide.
FAQs
There are two ways to install Microsoft Office: using a Windows Installer (MSI) version or a Click-to-Run (C2R) version of Office. You might have issues accessing Dynamics 365 for Customer Engagement in the Add-ins area of Outlook if you don't have the necessary updates for your installation version. For more information, see Issue when trying to access Dynamics 365 apps within the Add-ins area of Outlook.
For more information on FAQs, see Frequently Asked Questions about Dynamics 365 App for Outlook.
Requirements
The following are required to use Dynamics 365 App for Outlook:
Email Server |
|
Email Client |
|
Browser (Outlook Web Access) |
Note
Support for 2013 versions of Office 365 ProPlus ended on February 28, 2017. More information: See here.
- Customer engagement apps in Dynamics 365 (Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, Dynamics 365 Marketing, and Dynamics 365 Project Service Automation), Dynamics 365 Customer Engagement (on-premises), version 9, and Microsoft Dataverse.
- Synchronization of incoming email through server-side synchronization. More information: Set up server-side synchronization of email, appointments, contacts, and tasks
- Dynamics 365 App for Outlook is an Outlook add-in that uses Exchange Web Services (EWS) to interact with Microsoft Exchange. This requires OAuth be enabled on Microsoft Exchange. For more information regarding this dependency, see Authentication and permission considerations for the makeEwsRequestAsync method.
- On Windows clients, Internet Explorer 11 should be installed and enabled but not necessarily the default browser. For more information about this dependency, see Requirements for running Office Add-ins.
- Required security role access as described below
Note
Supported configurations and requirements for Dynamics 365 features are listed throughout our documentation. Specific configurations not documented should be considered unsupported.
Provide security role access
Dynamics 365 App for Outlook is an App Module in version 9. The minimum set of privileges required to run App for Outlook are packaged as a security role called Dynamics 365 App for Outlook User which is bound to the App. You need to add users to this role in order for them to access Dynamics 365 App for Outlook. In order to achieve this, follow the steps below:
- From the main menu navigate to Settings > Security > Users.
- Select the users from the list and then click Manage Roles.
- In the dialog that appears, apply the Dynamics 365 App for Outlook User security role to the users.
This will ensure that the users have the basic privileges needed to access App for Outlook. Other security privileges on top of the basic privileges, related to the user's role, will light up more features. For example, if a user has create privilege on Lead entity, in addition to Dynamics 365 App for Outlook User security role, they would see an email resolve to a Lead entity where applicable.
Note
- The security role Dynamics 365 App for Outlook User is available from Build 9.1.0.4206. If a user doesn’t have this security role or its underlying privileges, they’ll receive the following error:“You haven't been authorized to use this app. Check with your system administrator to update your settings.”
- At this time, adding a team to the Dynamics 365 App for Outlook User security role doesn't automatically propogate the privileges to the users within that team.
Supported configurations with Microsoft Exchange
As of the December 2016 Update for Dynamics 365 (online and on-premises) you can use the app with any combination of Customer Engagement or Dynamics 365 for Customer Engagement (on-premises) and Exchange Online or Exchange Server (on-premises), including hybrid configurations. This means you can use Dynamics 365 App for Outlook in any of the following configurations:
Customer Engagement | Exchange Online |
Customer Engagement | Exchange Server (on-premises), version 15.0.1236.3.32 (Cumulative Update 14 for Exchange Server 2013) or greater |
Dynamics 365 for Customer Engagement (on-premises) | Exchange Server (on-premises), version 15.0.1236.3.32 (Cumulative Update 14 for Exchange Server 2013) or greater |
Dynamics 365 for Customer Engagement (on-premises) | Exchange Online |
Feature support per client
Received email (view information and track) | Compose email (view information, track, and add templates, knowledge base articles, and sales literature) | Appointments and meetings (view information and track) | Contacts (view information and track) | |
Outlook 2016 (desktop client) | O and M | O and M1 | O and M1 | O3 and M2 |
Outlook 2013 (desktop client) | O and M | O and M1 | O and M1 | |
Outlook for Mac (desktop client) | O and M | |||
Outlook on the web (OWA)4 | O and M | O and M1 | O and M1 | |
Mobile Outlook app5 | O |
(O)Online: Dynamics 365 for Customer Engagement, Exchange Online with both in the same tenant (Multi-tenant configuration of Dynamics 365 for Customer Engagement and Exchange Online being in different tenants is not supported)
(M)Mixed: Dynamics 365 for Customer Engagement, Exchange Server 2013/2016
(M)Mixed: Dynamics 365 for Customer Engagement, Exchange Server 2013/2016
(1) Tracking email and tracking appointments in compose mode requires Exchange Server 2013 CU14 (not supported in OWA) or Exchange Server 2016.
(2) Tracking contacts is supported only on Exchange Server 2016 CU3 and Outlook 2016 16.0.6741.1000 C2R version or later.Or, Outlook 2016 MSI version 16.0.4444.1000 or higher with the following KBs installed. For more information, see these KB articles:
- KB3115500
(3) Supported only on Outlook 2016 16.0.7426.1049 or later.
(4) Not supported on mobile Outlook Web Access.
(5) Supported on iPhones 6S or higher, with iOS 8 or higher.
Supported browsers for Outlook on the web
You can use Dynamics 365 App for Outlook with Outlook on the web on the following browsers:
- Internet Explorer 11, or Microsoft EdgeThe following configuration is supported:
- Protected Mode is enabled for Internet security zone. To enable Protected Mode: in IE 11, go to Tools > Internet options > Security tab > Internet.
- Protected Mode is enabled for Local intranet security zone. To enable Protected Mode: in IE 11, go to Tools > Internet options > Security tab > Local intranet.
- Your Dynamics 365 apps URL is in the Local intranet security zone list of trusted websites. In IE 11, go to Tools > Internet options > Security tab > Local intranet > Sites > Advanced.
- Google Chrome (latest version) on Windows
- Firefox (latest version) on Window
- Apple Safari (version 9 or version 10) on Mac or on OSX
Supported servers
The server requirements for using Office Add-ins are Exchange Server 2013, Exchange Server 2016, or Exchange Online.
Outlook 365 Login
Supported languages
Dynamics 365 App for Outlook supports the following languages:
Bulgarian (Bulgaria) - 1026 | Hebrew - 1037 | Portuguese (Brazil) - 1046 |
Chinese (People's Republic of China) - 2052 | Hindi (India) - 1081 | Portuguese (Portugal) - 2070 |
Chinese (Taiwan) - 1028 | Hungarian - 1038 | Romanian - 1048 |
Croatian (Croatia) - 1050 | Indonesian - 1057 | Russian - 1049 |
Czech (Czech Republic) - 1029 | Italian - 1040 | Serbian - 2074 |
Danish - 1030 | Japanese - 1041 | Slovak - 1051 |
Dutch - 1043 | Kazakh - 1087 | Slovenian - 1060 |
English - 1033 | Korean - 1042 | Spanish - 3082 |
Estonian - 1061 | Latvian - 1062 | Swedish - 1053 |
Finnish - 1035 | Lithuanian - 1063 | Thai - 1054 |
French - 1036 | Malaysian - 1086 | Turkish - 1055 |
German - 1031 | Norwegian - 1044 | Ukrainian - 1058 |
Greek - 1032 | Polish - 1045 | Vietnamese - 1066 |
Deploy Dynamics 365 App for Outlook
After setting up server-side synchronization, you can push Dynamics 365 App for Outlook to some or all users, or you can have users install it themselves as needed.
[!NOTE]> If you're on [!INCLUDE[pn_dyn_365_op](../includes/pn-dyn-365-op.md)], see the section below: [To deploy to Dynamics 365 apps (on-premises) users](#BKMK_DeployOnprem) -->Premium Outlook.com Features For Microsoft 365 Subscribers ...
To push the app to users
- Go to Settings > Dynamics 365 App for Outlook.
- In the Getting Started with Dynamics 365 App for Outlook screen, under Add for Eligible Users (you may have to click Settings if you’re opening this screen for the second or subsequent time), select the Automatically add the app to Outlook check box if you want to have users get the app automatically.If a user's email is synchronized through server-side synchronization, you won’t have to do anything more to push the app to them.
- Do one of the following:
- To push the app to all eligible users, click Add App for All Eligible Users.
- To push the app to certain users, select those users in the list, and then click Add App to Outlook.
TipIf the list shows that a user is pending or hasn’t been added, you can click the Learn more link next to the user to find more information about status. - When you’re done, click Save.
- Make sure to add users to the security role Dynamics 365 App for Outlook User as described in the Provide security role access section above.
To have users install the app themselves
- Users click the Settings button , and then click Apps for Dynamics 365 apps.
- In the Apps for Dynamics 365 apps screen, under Dynamics 365 App for Outlook, users click Add app to Outlook.
Note
Users can also disable or remove the add-in themselves, if needed. For more information, see the Dynamics 365 App for Outlook User’s Guide.
To deploy to Dynamics 365 apps (on-premises) users
Follow these steps if you're using Dynamics 365 apps (on-premises).
- Configure your Dynamics 365 apps server for Internet-facing deployment. See Configure IFD for Microsoft Dynamics 365 apps.
- If you're connecting to Exchange on-premises, configure the OAuth provider and register client apps. See Configure Windows Server 2012 R2 for Dynamics 365 apps that use OAuth.
Troubleshooting installation problems
- If you don't see Dynamics 365 App for Outlook when you click the Settings button , check that you've enabled the feature.
- If you or your users have trouble installing Dynamics 365 App for Outlook, it may be because their Exchange mailbox is currently linked to another Microsoft Dataverse environment or Customer Engagement (on-premises) organization. An Exchange mailbox (email address) can only synchronize appointments, contacts, and tasks with one organization, and a user that belongs to that organization can only synchronize appointments, contacts, and tasks with one Exchange mailbox. You can overwrite the setting stored in Exchange if you want to change the primary synchronizing organization. For more information, see this KB article.
Explore the User Guide and train your users
To learn how to use Dynamics 365 App for Outlook, see the Dynamics 365 App for Outlook User Guide.
See also
Dynamics 365 App for Outlook User Guide
Read more about supported clients in this blog: Dynamics 365 App for Outlook Support Matrix
Set up server-side synchronization of email, appointments, contacts, and tasks
Read more about supported clients in this blog: Dynamics 365 App for Outlook Support Matrix
Set up server-side synchronization of email, appointments, contacts, and tasks
Note
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The survey will take about seven minutes. No personal data is collected (privacy statement).