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Home > Platform Benefits > Microsoft Resources > Dynamics 365 App for Outlook User Guide
Dynamics 365 App for Outlook User Guide
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Use Dynamics 365 App for Outlook to tap the power of your SalenticaEngage CRM 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 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.

 

For example, when you open an email message, view information from your Dynamics 365 app about the email recipients. Or with a single click, link an Outlook email message or appointment to a specific CRM record. When you link an email message or appointment to an Engage record, the Outlook record appears as an activity for that record in Engage.

Prerequisites

Your system administrator can make Dynamics 365 App for Outlook available to your organization or you can add it yourself if:

  • You have the Use Dynamics 365 App for Outlook security privilege.

  • Your organization synchronizes mailboxes with server-side synchronization.

Terminology

Term Definition
Set regarding       Track and link the email or appointment to an existing record in Engage.  
Tracking    Create a copy of the email or appointment in Engage.

 

 

 

Use the app for the first time

To display Engage data after you’ve added the app:

  1. Select an existing email message in your Inbox, or create a new email message or appointment.

  2. On the ribbon, click the Dynamics 365 button.

    Dynamics 365 App for Outlook ribbon

    -Or-

    In Outlook on the web, click the Dynamics 365 button in the email pane.

    Dynamics 365 apps button

    The Dynamics 365 pane appears on the right side of the screen and shows information about the recipients.

Note: If the recipient is a user (internal), as opposed to a contact or lead, it’s indicated above their name:

Dynamics 365 apps user

If the recipient isn’t known to Engage, click (+) and then select Add as contact or Add as lead


A quick tour of the interface

Here's what you see when you first open Dynamics 365 App for Outlook. The Dynamics 365 pane appears under the menu bar and shows information about the recipients.

Dynamics 365 App for Outlook pane

 
Element  Description
1 The Engage record this email is linked to.
2 Summary information about the recipient.
3 Summary information about the recipient's account.
4 Shows if the email message or meeting is linked to a record and if it's being tracked.
5 Click to set or change linking and tracking. You can also choose to view your email in Engage.
6 Click to add an activity.
7 & 8 Click and then select Set Regarding to link to the record.

 

Dynamics 365 App for Outlook pane

Element  Description
1 Your last activity with the recipient.
2 & 3 Recent records for the recipient.
4 Click for options related to list of activities.
5 Click for options related to the activity. The options vary by activity.
6 & 8 Click for options related to the list of records.
7 & 9 Click for options related to the record.

 

Let's go over the individual elements in the menu bar.

Element Description
Menu - Home Choose Menu > Home > Dashboards to go to the main page.
Choose Menu > Recent to see Favorites and recently used records.
Menu - Home Choose Home to see the initial view.
Menu - Back Choose Back to return to the last thing you viewed.
Menu - Quick Create Choose Quick Create to create a new record such as an account or contact.
See Create a new record
Menu - Search Choose Search to search any Engage records.
Menu - Insights Choose Insights to view the most important and relevant information in relation to what you are doing right now.
See Gain insights into your activities with relationship assistant

 


 

Add an email recipient as a contact or lead

One of the first things you might want to do when you receive a customer email, is add the person as a contact or lead to Engage. In the Dynamics 365 pane, click (+) and then select Add as contact or Add as lead.

Add a contact or lead

You can link an email message or meeting to a specific record, such as an account, contact, or opportunity. This also tracks the email or meeting in Engage.

  1. Create or select an email or meeting.

  2. Click the Dynamics 365 button in the email pane.

  3. Click Set Regarding (---).

    Set Regarding

  4. Enter search text. A list of related records appears.

    Search for related records

  5. Use the left and right arrows to narrow search and then select a record to automatically track the email or meeting, and link it to the record indicated in the Dynamics 365 pane.

  1. Find the record to link in a list or using Search.

  2. In Tracked regarding, click (...) > Change Regarding.

    Change Regarding

  3. Click Set Regarding (---).

    Set Regarding

  4. Enter search text. A list of related records appears.

    Search for related records

  5. Use the left and right arrows to find related cases, invoices, etc., and then select a record to automatically track the email or meeting, and link it to the record indicated in the Dynamics 365 pane.

Create a new record

  1. Click Quick Create, and then select the type of record you want to create.

    Add new record

  2. Fill in the information in the form.

    Create new record in Quick Create form

  3. Click Save.


Add a phone call, appointment, or task activity to Dynamics 365 apps

  1. For the record you have linked and are tracking, in Tracked regarding, click (...) > Add Activity.

    Click Add Activity

  2. Select an activity.

    Select activity

  3. Fill in the information in the form.

  4. Click Save.


View the linked email in Dynamics 365 apps

  1. Find the linked record in a list or using Search.

  2. In Tracked regarding, click (...) > View email in Dynamics 365 apps.

    View email in Dynamics 365 apps

Untrack the regarding record

  1. Find the record to link in a list or using Search.

  2. In Tracked regarding, click (...) > Untrack.

    Untrack Regarding


FAQs

For more information on FAQs, see Frequently Asked Questions about Dynamics 365 App for Outlook.

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Salentica can be customized by your System Administrator, so your views & access may differ from this documentation. Please contact your System Administrator with specific questions.

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