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Set up CRM Online to use Exchange Online

Applies To: CRM Online

You know how important email is to your business and what happens when email stops flowing for even a short time. You can rid yourself of much of the stress of managing an email server by letting Microsoft Office 365 host your email service with Exchange Online. Then integrate Exchange Online with Microsoft Dynamics CRM Online to take advantage of CRM Online email features.

Start by picking a deployment scenario.

You have choices when it comes to synchronizing messaging between Exchange Online and CRM Online. Review the following scenarios to determine the best choice for your company. More information: Set up and manage email processing and CRM for Outlook

You can set synchronization of email messages, tasks, contacts, and appointments between CRM Online and Exchange Online. To use this functionality you don’t have to install and maintain a separate application. Setup is simpler and maintenance is easier compared to other deployment scenarios. Server-side synchronization is the preferred option for organizations with users who run Microsoft Dynamics CRM in a web browser or on mobile devices, such as tablets or smartphones.

Server-side synchronization in Dynamics CRM

You configure and manage server-side synchronization from within CRM Online. On the nav bar, click or tap Microsoft Dynamics CRM > Settings > Email Configuration, and then click or tap Email Configuration Settings. More information: Set up server-side synchronization of email, appointments, contacts, and tasks

Microsoft Dynamics CRM for Outlook provides messaging data integration capabilities on a single-user basis. Dynamics CRM for Outlook is a Microsoft Outlook add-in that doesn’t require server-side synchronization or the Email Router as the synchronization agent runs in the Microsoft Outlook client on the user’s PC. This is frequently the better option for organizations that regularly use Microsoft Outlook, especially if they need rich offline data capabilities. Note that if Dynamics CRM for Outlook isn’t running, messaging synchronization doesn’t occur until Microsoft Outlook is started again.

In this scenario, all of the Microsoft Dynamics CRM Online users in your company will use Microsoft Dynamics CRM for Outlook as the email client. Microsoft Dynamics CRM for Outlook must be installed for every user in the organization. More information: Set up CRM for Outlook

This scenario assumes you have set up Microsoft Outlook to connect to Exchange Online. See Set up your Office 365 or other Exchange-based email in Outlook 2010 or Outlook 2013.

  1. Sign in to your Microsoft Dynamics CRM Online organization, for example: https://contoso.crm.dynamics.com

    These steps assume the user logging on is a regular user and not a Global administrator.

  2. Click or tap Get CRM for Outlook.

    Get CRM for Outlook button

    If this button is not visible, you can install the Outlook client from the Download Center.

  3. Click or tap Run, click or tap Yes, select a folder, and then click or tap OK.

  4. Continue through Microsoft Dynamics CRM 2013 for Outlook Setup to complete the installation. For more information, see Install CRM for Outlook.

  5. Open Outlook. The Microsoft Dynamics CRM for Outlook Configuration Wizard should appear. Select CRM Online for the Server URL, and then click or tap Test Connection.

    CRM for Outlook Configuration Wizard

  6. When you are prompted, enter your Microsoft Online Services user name and password (for example: someone@contoso.onmicrosoft.com), and then click or tap OK.

  7. After authentication, the Organization Information is updated with your Microsoft Dynamics CRM organization. Click or tap OK to complete the configuration.

Microsoft Dynamics CRM Online is now integrated into your Microsoft Outlook. For information about how to use Microsoft Dynamics CRM Online for Outlook, see Help & Training: Do your CRM work in Outlook.

CRM for Outlook Home page

To use Microsoft Outlook as the email client in a new installation of Microsoft Dynamics CRM Online, no additional configuration in Microsoft Dynamics CRM Online is required. This is because new users of Microsoft Dynamics CRM Online are automatically configured to use Microsoft Dynamics CRM Online for Outlook as the incoming and outgoing email client. You can find this configuration setting in the Synchronization Method area of the user mailbox settings (Settings > System > Email Configuration > Mailboxes > your mailbox).

CRM for Outlook synchronization method

You can further set personal options for Microsoft Dynamics CRM Online for Outlook. For example, you can track and save email as activity records.

  1. In Outlook, click or tap File > CRM tab > Options.

  2. In the Set Personal Options dialog box, click or tap the Email tab.

    Set personal options for email

  3. To send email messages from Microsoft Dynamics CRM Online for Outlook, in the Select how Microsoft Dynamics CRM for Outlook should integrate email with Microsoft Dynamics CRM section, select the Allow Microsoft Dynamics CRM to send email using Microsoft Dynamics CRM for Outlook check box.

  4. To automatically link and save incoming email messages as Microsoft Dynamics CRM Online records, select the Check incoming email in Outlook and determine whether an email should be linked and saved as a Microsoft Dynamics CRM record check box.

  5. Click or tap OK.

For more information about setting options, see Help & Training: Set an option to automatically track incoming Outlook email as activities in CRM for Outlook.

The Microsoft Dynamics CRM Email Router is a separate application that provides centrally managed Exchange Server and POP3/SMTP-based email server email routing for users, queues, and forward mailboxes. The Email Router runs continuously as a service and only synchronizes email messages. It cannot be used to synchronize appointments, contacts, or tasks.

The Email Router enables you to configure an interface between your Microsoft Dynamics CRM deployment and one or more servers running Exchange Server, Exchange Online accounts, or POP3 servers, for incoming email. For outgoing email, one or more SMTP servers, Exchange Web Services (EWS), or Exchange Online accounts are supported. Email messages come into the Microsoft Dynamics CRM system through the Email Router. More information: Microsoft Dynamics CRM Email Router software requirements

See Also

Other Resources

Exchange Online

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