Downloading the Outlook plug-in for Classic Outlook integration

To use the Classic Outlook integration features of CRM, you need to download the Outlook Plug-in for Classic Outlook integration from within CRM. Before you do this:

Check that your email account runs on Microsoft Exchange Server, or is a POP3 email account, as CRM Outlook client integration is supported for email accounts running on Microsoft Exchange Server MAPI or POP3. Roaming Profiles are not supported for Outlook in a Terminal Services or Citrix environment.

Check that you're running either Outlook 2010 or Outlook 2013 (Professional Edition).

Check with your System Administrator that you're an administrator of your own machine and that Outlook integration / synchronization has been enabled.

Check that your timezone is set correctly in My CRM | Preferences.

Check with your System Administrator how the Classic Outlook synchronization has been configured. Options include:

One Way Synchronization. The system can be configured to synchronize from CRM to Outlook only or from Outlook to CRM only. The default configuration is that the synchronization takes place both ways - CRM to Outlook, and Outlook to CRM.
Note: When this setting is changed by the System Administrator in CRM, users need to restart their CRM sessions from within Outlook, then synchronize, for this change to take affect.
Synchronize Outlook Deletions. If the user deletes appointments, tasks, or contacts in Outlook, then the corresponding records are deleted in CRM, if the user has appropriate rights to delete them. If the user deletes appointments or tasks in CRM, then the corresponding records are deleted in Outlook. If a contact is removed from the My CRM | Contacts list in CRM, it is deleted in Outlook. This is the default configuration.
Managing CRM And Outlook Updates. This option can be used when One Way Synchronization is set to No, to help manage conflicts that may arise if two people change the same information in either system since the last synchronization.Conflicts can be viewed via View Conflict Log in Outlook. The settings are:
- Outlook Updates Win. The changes made to Outlook will appear in both Outlook and CRM. This is the recommended option for organizations that use Outlook as their primary appointment scheduling tool. The default for new installations is Outlook Updates Win.
- Organizer Updates Win. This only applies to Appointments. The Organizer refers to the person who created the meeting in Outlook. If any users update the same record in both systems and the Organizer synchronizes, then the system behaves as per the Outlook Updates Win setting. If any users update the same record in both systems and an “Attendee” synchronizes, then the system behaves as per the CRM Updates Win setting. This option is suitable for organizations that mainly rely on CRM for their customer interaction management, however they also have a number of users who work with Outlook to organize and update meetings. This option will ensure that the Outlook organizers’ changes will be accepted in CRM.
- CRM Updates Win. Changes made to CRM appear in both Outlook and CRM. This is the recommended option for organizations that use CRM as their primary appointment scheduling tool.
Synchronize Outlook Contacts. The default setting is for Contact synchronization to take place between Outlook and CRM.
Synchronize Outlook Appointments. The default setting is for Appointment synchronization to take place between Outlook and CRM.
Synchronize Outlook Tasks. The default setting is for Task synchronization to take place between Outlook and CRM.

To download the Outlook plug-in for Classic Outlook integration:

Close Outlook if it is currently open.

Click My CRM | Preferences.

Click the Install CRM Outlook Integration button. If the Microsoft .NET framework is not already installed on your computer, you're prompted to install it at this point. The .NET framework must be installed for the Outlook plug-in to work.

Once the .NET installation has finished, click Continue. The Security Warning dialog box is displayed.

Verify the information in the security prompt, and click Run. The CRM Client InstallShield Wizard is displayed.

If the plug-in has already been installed by another user on the current client, the File Download and Security Warning dialog boxes are skipped, and the CRM Client InstallShield Wizard will run automatically to take you through the procedure for installing the Outlook plug-in.

Ensure you're logged off CRM and Internet Explorer and Outlook are closed before continuing with the install.

Complete the InstallShield Wizard steps.

Open Outlook. CRM Classic Outlook integration features are displayed within Outlook. In CRM, the Install icon changes to a Reinstall icon.

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