Set up CRM for Outlook

If you’re like many people, you use Microsoft Office Outlook as your communications, scheduling, and contact management hub for business. You can continue to use the familiar Outlook interface and integrate Microsoft Dynamics CRM at the same time by using Microsoft Dynamics CRM 2016 for Outlook. Dynamics CRM 2016 for Outlook can also provide access to CRM data while you’re offline. More information: Do your CRM work in Outlook


Important

To install and use Dynamics CRM 2016 for Outlook, your organization must be running Microsoft Dynamics CRM 2016 Server.


Step 1: Review installation prerequisites

Sign in as a Local Administrator

  • To install Dynamics CRM for Outlook, you must be able to sign in to your computer as a user with Local Administrator privileges.

    In smaller companies, Dynamics CRM for Outlook is often installed manually, on a computer-by-computer basis. Administrators or individual users who have Local Administrator privileges and who possess a general familiarity with installing software can do these installations.

Review software requirements

Review hardware and network requirements

Install updates

  • Before you install Dynamics CRM for Outlook, make sure you have all the latest Microsoft Office updates, including all security updates from Microsoft Update. Go to Microsoft Update.

Verify permissions

Step 2: Download the software

Before you or your users install Dynamics CRM 2016 for Outlook, please note the following:

  • Make sure you have completed your desired CRM customizations. If your users will use Dynamics CRM 2016 for Outlook in offline mode, for best performance, enable only the minimum required record types (entities) and views for offline use. For more information, see TechNet: Customize your CRM system.

  • Group Policy Folder Redirection with offline files is not supported in Dynamics CRM for Outlook. If your CRM data is stored with redirected offline files, users may be unable to use Dynamics CRM for Outlook. More information: TechNet: Using Folder Redirection

  • For synchronization to work correctly, we recommend that you turn on Cached Exchange Mode in Outlook. More information: Office: Turn Cached Exchange mode on or off

Download the software

  1. In CRM, click the Settings icon , and then click Apps for Dynamics CRM.

  2. On the Apps for Dynamics CRM page, click Download from Microsoft Download Center.


    Tip

    If you prefer, you can download the software from this web page.


  3. If you see one or more Security Warning dialog boxes, click Run in each.

    The software will start downloading and you’ll see the following dialog box:

  4. In the Getting Started with CRM for Outlook dialog box, under 2. Configure, click Copy to copy your organization’s URL to your computer’s Clipboard. You’ll paste this URL in the following Configure step.

  5. Click Run, when prompted, to download the software.

  6. In the Browse For Folder dialog box, select a folder to store the extracted Outlook files. We recommend that you store the extracted files in a separate folder (choose the Make New Folder option in the dialog box to create a folder without exiting the wizard).

  7. On the License Agreement page, if you accept the license agreement, select I accept the license agreement, and then click Next.

  8. Do one of the following:

    • To install Dynamics CRM for Outlook without offline capability, click Install Now.

    • To install Dynamics CRM for Outlook with offline capability, click Options, select the Offline Capability check box on the Customize Installation page, and then click Install Now. If you don’t install offline capability during installation, you can add it later by choosing Go Offline in Dynamics CRM for Outlook.


      Important

      If you aren’t able to install offline capability, check to make sure you don’t have any pending Windows updates. Learn more about Windows updates


  9. When prompted, restart Outlook.

Step 3: Configure CRM for Outlook

After restarting Outlook, you’ll see the following dialog box:

  1. Press Ctrl+V to paste the URL you copied in the preceding Download the software step, and then click Connect. You can also enter a Server URL or a Discovery URL.

  2. If you’re prompted for a password, enter the password.


    Tip

    If you want to add another organization, you can run the Configuration Wizard again after you have successfully configured the first organization. To run the Configuration Wizard, in the Windows 8 Start screen, search for Configuration Wizard and run it. In earlier versions of Windows, click Start > All Programs > Microsoft Dynamics CRM, and then click Configuration Wizard.

    If you encounter an issue configuring Dynamics CRM for Outlook with your CRM Online organization, use the Microsoft Support and Recovery Assistant to diagnose and fix the issue. You’ll need to sign in to the diagnostics tool with your CRM Online credentials.


If you’re like many people, you use Microsoft Office Outlook as your communications, scheduling, and contact management hub for business. You can continue to use the familiar Outlook interface and integrate Microsoft Dynamics CRM at the same time by using Microsoft Dynamics CRM 2015 for Outlook. Dynamics CRM 2015 for Outlook can also provide access to CRM data while you’re offline. More information: Do your CRM work in Outlook

Watch a video on setup, configuration, and upgrading (5:19)


Important

  • To install and use Dynamics CRM 2015 for Outlook, your organization must be running Microsoft Dynamics CRM Server 2015.

  • Microsoft Dynamics CRM 2013 for Microsoft Office Outlook is not compatible with Microsoft Dynamics CRM Server 2015. At a minimum, you must update CRM 2013 for Outlook to UR1 to use it with Microsoft Dynamics CRM Server 2015. More information: TechNet: Upgrading from CRM 2013 for Outlook to CRM 2015 for Outlook


Step 1: Review installation prerequisites

Sign in as a Local Administrator

  • To install Dynamics CRM for Outlook, you must be able to sign in to your computer as a user with Local Administrator privileges.

    In smaller companies, Dynamics CRM for Outlook is often installed manually, on a computer-by-computer basis. Administrators or individual users who have Local Administrator privileges and who possess a general familiarity with installing software can do these installations.

Review software requirements

Review hardware and network requirements

Install updates

  • Before you install Dynamics CRM for Outlook, make sure you have all the latest Microsoft Office updates, including all security updates from Microsoft Update. Go to Microsoft Update.

Verify permissions

Step 2: Download the software

Before you or your users install Dynamics CRM 2015 for Outlook, please note the following:

  • Make sure you have completed your desired CRM customizations. If your users will use Dynamics CRM 2015 for Outlook in offline mode, for best performance, enable only the minimum required record types (entities) and views for offline use. For more information, see TechNet: Customize your CRM system.

  • Group Policy Folder Redirection with offline files is not supported in Dynamics CRM for Outlook. If your CRM data is stored with redirected offline files, users may be unable to use Dynamics CRM for Outlook. More information: TechNet: Using Folder Redirection

  • For synchronization to work correctly, we recommend that you turn on Cached Exchange Mode in Outlook. More information: Office: Turn Cached Exchange mode on or off

Download the software

  1. In the CRM user interface, click Get CRM for Outlook on the message bar.


    Tip

    If you prefer, you can download the software from this page.


  2. If you see one or more Security Warning dialog boxes, click Run in each.

    The software will start downloading and you’ll see the following dialog box:

  3. In the Getting Started with CRM for Outlook dialog box, under 2. Configure, click Copy to copy your organization’s URL to your computer’s Clipboard. You’ll paste this URL in the following Configure step.

  4. Click Run, when prompted, to download the software.

  5. In the Browse For Folder dialog box, select a folder to store the extracted Outlook files. We recommend that you store the extracted files in a separate folder (choose the Make New Folder option in the dialog box to create a folder without exiting the wizard).

  6. On the License Agreement page, if you accept the license agreement, select I accept the license agreement, and then click Next.

  7. Do one of the following:

    • To install Dynamics CRM for Outlook without offline capability, click Install Now.

    • To install Dynamics CRM for Outlook with offline capability, click Options, select the Offline Capability check box on the Customize Installation page, and then click Install Now. If you don’t install offline capability during installation, you can add it later by choosing Go Offline in Dynamics CRM for Outlook.


      Important

      If you aren’t able to install offline capability, check to make sure you don’t have any pending Windows updates. Learn more about Windows updates


  8. When prompted, restart Outlook.

Step 3: Configure CRM for Outlook

After restarting Outlook, you’ll see the following dialog box:

  1. Press Ctrl+V to paste the URL you copied in the preceding Download the software step, and then click Connect. You can also enter a Server URL or a Discovery URL.

  2. If you’re prompted for a password, enter the password.


    Tip

    If you want to add another organization, you can run the Configuration Wizard again after you have successfully configured the first organization. To run the Configuration Wizard, in the Windows 8 Start screen, search for Configuration Wizard and run it. In earlier versions of Windows, click Start > All Programs > Microsoft Dynamics CRM, and then click Configuration Wizard.


If you’re like many people, you use Microsoft Office Outlook as your communications, scheduling, and contact management hub for business. You can continue to use the familiar Outlook interface and integrate Microsoft Dynamics CRM at the same time by using CRM 2013 for Outlook. Dynamics CRM for Outlook can also provide access to CRM data while you’re offline. More information: Do your CRM work in Outlook


Important

If you’re using Microsoft Dynamics CRM 2011 (on-premises), don’t update to the Microsoft Dynamics CRM 2013 for Outlook client; continue to use the Microsoft Dynamics CRM 2011 for Outlook client.

If you’re using CRM 2013 (on-premises) or CRM Online, you can upgrade to CRM 2013 for Outlook or you can use Microsoft Dynamics CRM 2011 for Outlook if you’re not ready to upgrade yet. If you use Microsoft Dynamics CRM 2011 for Outlook with CRM 2013 for Outlook or CRM Online, you can’t use the Outlook client in offline mode, however. We recommend that you update to CRM 2013 for Outlook at your earliest convenience.


Step 1: Review installation prerequisites

Sign in as a Local Administrator

  • To install Dynamics CRM for Outlook, you must be able to sign in to your computer as a user with Local Administrator privileges.

    In smaller companies, Dynamics CRM for Outlook is often installed manually, on a computer-by-computer basis. Administrators or individual users who have Local Administrator privileges and who possess a general familiarity with installing software can do these installations.

Review software requirements

Review hardware and network requirements

Install updates

  • Before you install Dynamics CRM for Outlook, make sure you have all the latest Microsoft Office updates, including all security updates from Microsoft Update. Go to Microsoft Update.

Step 2: Download the software

Before you or your users install CRM 2013 for Outlook, please note the following:

  • Make sure you have completed your desired CRM customizations. If your users will use CRM 2013 for Outlook in offline mode, for best performance, enable only the minimum required record types (entities) and views for offline use. For more information, see TechNet: Customize your CRM system.

  • Group Policy Folder Redirection with offline files is not supported in Dynamics CRM for Outlook. If your CRM data is stored with redirected offline files, users may be unable to use Dynamics CRM for Outlook. More information: TechNet: Using Folder Redirection

  • For synchronization to work correctly, we recommend that you turn on Cached Exchange Mode in Outlook. More information: Turn Cached Exchange Mode on or off

Download the software

  1. Run the Microsoft Dynamics CRM 2013 for Outlook Setup to download the software. You can start the Setup from any of the following places:

    • From the message bar in CRM: In the CRM user interface, click Get CRM for Outlook on the message bar. If you see one or more Security Warning dialog boxes, click Run in each.

    • From the web: Go to the download page, and then download and run the appropriate executable file (32-bit or 64-bit), depending on your system and the version of Outlook you use.

    • From a DVD: Double-click SetupClient.exe in the appropriate Microsoft Office installation folder (32-bit or 64-bit).

  2. In the Browse For Folder dialog box, select a folder to store the extracted Outlook files. We recommend that you store the extracted files in a separate folder (choose the Make New Folder option in the dialog box to create a folder without exiting the wizard).

  3. On the License Agreement page, if you accept the license agreement, select I accept the license agreement, and then click Next.

  4. In the Select the installation page, do one of the following:

    • To install Dynamics CRM for Outlook with offline capability, click Options, select the Offline Capability check box on the Customize Installation page, and then click Install Now. If you don’t install offline capability during installation, you can add it later by choosing Go Offline in Dynamics CRM for Outlook.


      Important

      If you aren’t able to install offline capability, check to make sure you don’t have any pending Windows updates. Learn more about Windows updates


    • To install Dynamics CRM for Outlook without offline capability, click Install Now.

      CRM installs Dynamics CRM for Outlook. You may need to restart your computer to complete the installation.

  5. On the final page of the wizard, click Close.

Step 3: Configure CRM for Outlook

You must configure Dynamics CRM for Outlook after installing it. When you restart Outlook after installing, the Configuration Wizard starts automatically.


Note

If the Configuration Wizard doesn’t start automatically, in the Start screen, search for Configuration Wizard and run it. In earlier versions of Windows, click Start > All Programs > Microsoft Dynamics CRM, and then click Configuration Wizard.


  1. In the Configuration Wizard, you’ll see a Server URL drop-down list. Click the arrow next to the drop-down list, and then do one of the following:

    • To connect to a CRM Online organization, select CRM Online. If you don’t know if you’re using the online or on-premises version of CRM, look in your browser at the web address for Microsoft Dynamics CRM. If the web address contains “dynamics.com” after the name of your organization, you’re using the online version. Otherwise, it’s the on-premises version.

    • To connect to a CRM 2013 (on-premises) organization, there are two types of URLs, depending on whether your computer is connected to the Internet or not:

      • For internal deployments (not connected over the Internet), type the Microsoft Dynamics CRM server or discovery service URL using the following format: http://crmserver or http://crmserver:5555.

      • To connect over the Internet, use the discovery service URL using the following format: https://dev.crmserver.contoso.com.


        Note

        If you’re unsure of what url to use, check with your CRM administrator.


  2. Click Test Connection. This adds organizations to the Organization Information list. If you’re prompted for credentials, select from the following options:

    • For a CRM Online organization, do one of the following:

      • If your organization connects through Office 365, enter your Microsoft online services user name and password, and then click OK. This information was sent to you in email when your account was created.

      • If you’re connecting with an earlier online services platform, enter your Microsoft account (formerly Windows Live ID) and password, and then click OK. This information was sent to you in email when your account was created.

    • For a CRM on-premises organization, you may not be prompted because CRM uses your Active Directory domain credentials.

  3. In the Organization list, select the CRM organization you want to connect to, and then click OK. Then click Close.


    Tip

    If you have problems installing and configuring Dynamics CRM for Outlook, try Configuration Troubleshooting Wizard.


Privacy notices

To use Microsoft Dynamics CRM for Outlook, you are required to sign in by using your credentials (an email address and password). You may choose to save this information locally so that you are not prompted for your credentials each time you open Outlook. If you do choose to save this information locally, CRM for Outlook will automatically connect to Microsoft Dynamics CRM Online every time you open Outlook.

After the first time you sign in and use CRM for Outlook, the connection between your computer and CRM Online will always be open when you have access to the Internet. You may choose to turn off the connection between your computer and CRM only by using a configuration setting, but if you do turn off the connection, CRM for Outlook may exhibit decreased performance.

If you use CRM for Outlook to track email, the email thread will be visible to users in your organization who have permission to view it.

For every email you receive, CRM for Outlook will send CRM Online the sender’s email address, the recipient’s email address, and the subject line of the message. This allows CRM Online to validate whether or not a particular mail should be stored by the CRM Online service. When you track an item, a copy of that item will be maintained by the CRM service and will be visible to other users in your organization who have the appropriate permissions. When you untrack an item, that copy is automatically deleted from CRM Online only if you own the item.

If you use Microsoft Dynamics CRM for Outlook, when you go offline, a copy of the data you are working on is created and stored on your local computer. The data is transferred from CRM Online to your computer by using a secure connection, and a link is maintained between the local copy and CRM Online. The next time you sign in to CRM Online, the local data will be synchronized with CRM Online.

An administrator determines whether or not an organization’s users are permitted to go offline with Microsoft Dynamics CRM for Outlook by using security roles.

Users and administrators can configure which entities are downloaded via Offline Sync by using the Sync Filters setting in the Options dialog box. Alternatively, users and Administrators can configure which fields are downloaded (and uploaded) by using Advanced Options in the Sync Filters dialog box.

If you use Microsoft Dynamics CRM Online, when you use the Sync to Outlook feature, the CRM data you are syncing is “exported” to Outlook. A link is maintained between the information in Outlook and the information in CRM Online to ensure that the information remains current between the two. Outlook Sync downloads only the relevant CRM record IDs to use when a user attempts to track and set regarding an Outlook item. The company data is not stored on the device.

An administrator determines whether your organization’s users are permitted to sync CRM data to Outlook by using security roles.