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Synchronizing appointments
This section assumes that:
- Synchronization has been enabled by the System Administrator.
- Your mailbox has been enabled for synchronization by the System Administrator.
- Appointments are synchronized in both directions.
- Appointments, where the end date is in the last 14 days, or sometime in the future, are synchronized.
- Where conflicts arise, the Exchange update takes precedence ("wins").
Note: The default synchronization options described above may have been customized by the System Administrator, therefore some outcomes may vary slightly from those described.
Important business rules to understand on appointment synchronization include:
Exchange to CRM
- In order to provide a robust and reliable synchronization, appointment synchronization is based on the organizer copy of appointment. This is because the appointment in the organizer's Exchange mailbox is the most reliable version of the appointment available to CRM. Invitees see a copy of the organizer appointment in their CRM calendars - not their own customized versions of the invitee appointment from Exchange.
- The exception to this synchronization rule is when the Exchange organizer of the appointment is not a CRM user enabled for synchronization, and the appointment includes invitees who are CRM users enabled for synchronization. In this case, the synchronization bases itself on the invitee copies of the appointment, to ensure the calendars of all the CRM users stay up-to-date. In this case, a read-only stub appointment is created in CRM, based on the invitee copies.
CRM to Exchange
- Appointments created in CRM, where the organizer is not a sync user do not sync to Exchange. For example: Susan Maye is not set up to sync with Exchange. William Dolan and John Finch are. In CRM, Susan Maye creates an appointment and adds William Dolan and John Finch to the appointment. This appointment never appears in the Exchange mailboxes of any of the three users. An Exchange Info message is displayed on the appointment to tell you the appointment does not get synced.
Exchange to CRM and CRM to Exchange
- Recurring appointments, where the end date of the recurrence pattern is in the last 14 days, or sometime in the future, are synchronized.
- Deduplication takes place on the Subject, Organizer, Start Time, and End Time, and All Day Event fields. The values in all these fields must match for the appointment to be considered a duplicate.For recurring appointments, the recurrence pattern and range must also match to be considered a duplicate.
See Also:
Appointments: CRM to Exchange
Appointments: Exchange to CRM
Stub Appointments
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