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Set up and manage email processing and CRM for Outlook

Dynamics CRM 2015

Applies To: CRM 2015 on-prem, CRM Online

Microsoft Dynamics CRM includes several messaging integration features. You use any one, or in some situations a combination of, the following software features or applications to integrate your email system with your Microsoft Dynamics CRM deployment:

  • Server-side synchronization is a feature built-in to Microsoft Dynamics CRM that is used to integrate CRM with Exchange and POP3 or SMTP-based email servers. In most situations, server-side synchronization is the preferred option for organizations with users who run Microsoft Dynamics CRM in a web browser or on a mobile device, such as a tablet or smartphone.

    Note that Microsoft Dynamics CRM for Outlook is required to manually track or promote Exchange and Outlook items in CRM.

  • Dynamics CRM for Outlook , an Outlook add-in, provides messaging data integration capabilities on a single-user basis. Dynamics CRM for Outlook doesn’t require server-side synchronization or the Microsoft Dynamics CRM Email Router (described below) as the synchronization agent runs in the Dynamics CRM for Outlook on the user’s computer. This is frequently the better option for organizations that regularly use 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 Dynamics CRM for Outlook is started again.

    You may want to consider using server-side synchronization even if you organization uses Dynamics CRM for Outlook. Server-side synchronization reduces the workload on the client computer and allows data to synchronize even when Dynamics CRM for Outlook is not running.

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

  • None. When you select None in the user record, no messaging data tracking or synchronization will take place for the specified user.

  • We recommend that you use either Dynamics CRM for Outlook or server-side sync as the synchronization method for appointments, contacts, and tasks. If you combine the synchronization methods in a single CRM organization, data may not synchronize correctly.

  • Internet Message Access Protocol (IMAP) email servers are currently not supported with server-side synchronization or the Email Router.

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Administering CRM 2015

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