After a message is sent, the status is changed to Closed and displayed in the History folder. You cannot change the status or edit the message, except to link a record in the Regarding box, if one has not been selected.
You can forward or reply to an e-mail activity, but you cannot resend it.
To reply to only the original sender, on the Actions toolbar, click Reply.
To reply to the original sender and to send copies to everyone who originally received the message, click Reply All.
To forward the e-mail activity to new recipients, click Forward, and then select new recipients.
Create a Record in Outlook
Create or edit a contact in Outlook
Can I do this task?
This task requires permissions that are found in all default security roles. More information about specific permissions and performing this task while offline: Common Task Permissions
By default, new contacts created in Microsoft Dynamics CRM for Outlook are updated in Microsoft Dynamics CRM immediately, and then Outlook is updated every 15 minutes. The option to synchronize contacts is on by default.
When you create a new contact, the Outlook forms open. Whether an Outlook or Microsoft Dynamics CRM form opens is an option you can set. You can change your options in your personal options settings.
More information: Set Personal Options, Synchronizing Information
You can always create a contact using the Microsoft Dynamics CRM forms from the Contacts area.
Tip
To view your synchronization options for Microsoft Dynamics CRM for Outlook, on the Microsoft
Dynamics CRM menu bar, click Options, and then click the Synchronization tab.
1. Start Outlook. (Microsoft Dynamics CRM for Outlook must be installed.)
2. Do one of the following:
Create a contact in an Outlook form
1. On the Microsoft Office Outlook Standard toolbar, click New.
2. On the New menu, click Contact.
You might need to expand the menu. For more information, see Outlook Help.
3. On the Microsoft Dynamics CRM toolbar, click Track in CRM.
After you save the record, the View in CRM button becomes available.
4. Do one of the following to locate and select a parent record to link to this record:
In Microsoft Office Outlook 2003, click Regarding.
In Microsoft Office Outlook 2007, click Set Parent or Set Regarding.
5. Click Save or Save and Close.
The contact appears in your Microsoft Dynamics CRM Contact folder in Outlook. The icon changes
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426 to the Track in CRM button . The contact is saved as a Microsoft Dynamics CRM contact and appears in the Microsoft Dynamics CRM Contacts area.
When the contact was entered, the full name of the contact was used. When the record is saved to Microsoft Dynamics CRM, the name is separated into the first name and last name.
To open the Microsoft Dynamics CRM contact to add or edit information, such as activities and addresses, click View in CRM. The new contact is copied to the Microsoft Dynamics CRM server immediately. Whether or not the Outlook Company field is copied to the Parent field is an option set by your organization. For more information, contact your system administrator.
Create a contact in a Microsoft Dynamics CRM form
If you have selected to not synchronize contacts, these contacts only appear in the Microsoft Dynamics
CRM folders in Outlook.
You can edit a contact by following steps 1 and 2 to navigate to the My Work area in Microsoft Dynamics
CRM for Outlook. Then, open the record you want to edit.
1. In the Outlook Navigation Pane, under Microsoft Dynamics CRM, expand Workplace.
2. Under My Work, click Contacts.
3. On the Actions menu, click New.
4. On the General tab, you must enter the following information.
Last Name
The last name of the contact is the minimum amount of information required.
First Name
Enter the contact's full first name. Nicknames can be entered on the Notes tab.
5. You can enter more information on these tabs:
On the Details tab, you can enter information about the contact's role in their company and personal information about them.
On the Administration tab, you can change the owner of this contact. You can also enter billing information; the preferred method of contact (such as by e-mail or phone); and whether or not they want to receive marketing material.
On the Notes tab, click Click here to enter a new note, and add the information that applies to your record.
6. Click Save or Save and Close.
Resolve potential duplicate records.
1. If the system detects that your record might be a potential duplicate, instead of saving the record, you'll see the Duplicates Detected dialog box.
2. To open a record to make sure it is a potential duplicate, in the Potential
duplicate records list, double-click the record.
If the duplicate-detection rule identified potential duplicate records in other record types, review records from each record type listed.
3. If your new or updated record is not a duplicate, to create the new record, click
Microsoft Dynamics CRM 4.0 User’s Guide
Save Record.
– OR –
Notes
If your new or updated record is a duplicate, to cancel your changes, click Cancel.
7.
If you enter a duplicate record within a few minutes of entering the first record,
Microsoft Dynamics CRM will not detect the duplicate record. The matchcodes for new and updated records are created every five minutes, rather than as a record is created.
Duplicate detection can take place only if duplicate detection is enabled in Duplicate
Detection Settings and if at least one duplicate-detection rule exists for the record type.
More information: Avoiding Duplicate Records
Tip
Depending on the record type, you can click the Lookup button for the field that contains the linked record to search for and link to related records. For example, you can search for and enter the parent account in the Parent
Account box. Microsoft Dynamics CRM will automatically update the fields in the record form with the information from the record you select.
Notes
If you delete a contact you own in Microsoft Dynamics CRM or in Outlook, the record is not deleted in the other application. If a contact that you do not own is deleted in Microsoft Dynamics CRM, then it is deleted in Outlook.
Duplicates are not detected if you are offline. Duplicate detection may also occur when you synchronize or go back online.
Resolve potential duplicate records.
1. If the system detects that your record might be a potential duplicate, instead of saving the record, you'll see the Duplicates Detected dialog box.
2. To open a record to make sure it is a potential duplicate, in the Potential duplicate records list, double-click the record.
If the duplicate-detection rule identified potential duplicate records in other record types, review records from each record type listed.
3. If your new or updated record is not a duplicate, to create the new record, click Save Record.
– OR –
Notes
If your new or updated record is a duplicate, to cancel your changes, click Cancel.
If you enter a duplicate record within a few minutes of entering the first record, Microsoft
Dynamics CRM will not detect the duplicate record. The matchcodes for new and updated
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records are created every five minutes, rather than as a record is created.
Duplicate detection can take place only if duplicate detection is enabled in Duplicate Detection Settings and if at least one duplicate-detection rule exists for the record type. More information: Avoiding Duplicate
Records
Save and link Outlook contacts in Microsoft Dynamics CRM
Can I do this task?
This task requires permissions that are found in all default security roles. More information about specific permissions and performing this task while offline: Common Task Permissions
You can save Outlook contacts as new Microsoft Dynamics CRM contacts. You can link the newly saved record to another Microsoft Dynamics CRM record, such as an account or contact.
1. Start Outlook. (Microsoft Dynamics CRM for Outlook must be installed.)
2. In the Outlook contacts folder, select up to 20 contacts.
3. On the Microsoft Dynamics CRM toolbar, click Track in CRM.
In the Outlook Contacts folder, the icons beside the records change to the Tracked in CRM icon . The contacts appear in the Contacts area in Microsoft Dynamics CRM.
4. To add additional information to the Contact form, open the Outlook item, and then on the Microsoft
Dynamics CRM toolbar, click View in CRM. The Microsoft Dynamics CRM contact record form opens.
5. Do one of the following to locate and select a parent record to link to this record:
In Microsoft Office Outlook 2003, click Regarding.
In Microsoft Office Outlook 2007, click Set Parent or Set Regarding.
Tip
Click Regarding, Set Regarding, or Set Parent first, and Track in CRM is automatically activated.
Notes
Duplicate detection identifies duplicate records when a record is tracked. Duplicate detection may occur when you synchronize or go back online.
Resolve potential duplicate records.
1. If the system detects that your record might be a potential duplicate, instead of saving the record, you'll see the Duplicates Detected dialog box.
2. To open a record to make sure it is a potential duplicate, in the Potential duplicate records list, double-click the record.
If the duplicate-detection rule identified potential duplicate records in other record types, review records from each record type listed.
3. If your new or updated record is not a duplicate, to create the new record, click Save Record.
– OR –
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Notes
If your new or updated record is a duplicate, to cancel your changes, click Cancel.
If you enter a duplicate record within a few minutes of entering the first record, Microsoft
Dynamics CRM will not detect the duplicate record. The matchcodes for new and updated records are created every five minutes, rather than as a record is created.
Duplicate detection can take place only if duplicate detection is enabled in Duplicate Detection Settings and if at least one duplicate-detection rule exists for the record type. More information: Avoiding Duplicate
Records
In Microsoft Office Outlook 2007, you can remove the link and delete the corresponding record in Microsoft Dynamics CRM. Click Track in CRM, and then in the confirmation message, click
Yes.
The Company field in an Outlook contact is not automatically added to the parent account of the new Microsoft Dynamics CRM contact. More information: Set Personal Options
Create or edit other records in Outlook
Can I do this task?
This task requires permissions that are found in all default security roles. More information about specific permissions and performing this task while offline: Common Task Permissions
You can create the same records in Microsoft Dynamics CRM for Outlook that you can in Microsoft Dynamics CRM by using the same familiar forms.
1. Start Outlook. (Microsoft Dynamics CRM for Outlook must be installed.)
2. In the Outlook Navigation Pane, under Microsoft Dynamics CRM, expand the Marketing, Sales, or Service folder, and then expand the folder for the record type you want to create. Not all of these folders may be available to you.
3. In the selected area, on the Actions menu, click New or open the record that you want to edit.
4. Complete the form as needed.
5. Click Save or Save and Close.
Resolve potential duplicate records.
1. If the system detects that your record might be a potential duplicate, instead of saving the record, you'll see the Duplicates Detected dialog box.
2. To open a record to make sure it is a potential duplicate, in the Potential duplicate records list, double-click the record.
If the duplicate-detection rule identified potential duplicate records in other record types, review records from each record type listed.
3. If your new or updated record is not a duplicate, to create the new record, click Save Record.
– OR –
If your new or updated record is a duplicate, to cancel your changes, click Cancel.
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