Track Outlook appointments in Dynamics 365 for Outlook

  • Article

You can track an appointment in Microsoft Dynamics 365 for Outlook to save a copy of that appointment record as an activity in Dynamics 365 for Customer Engagement. Dynamics 365 for Outlook synchronizes the Customer Engagement record with the Outlook record so you can view or edit the appointment in either tool. If you sync Outlook on your mobile device, you can also access your appointment records on that device.

Tracking appointments in Dynamics 365 for Outlook is a manual process. This gives you the ability to keep your personal appointments separate from your Customer Engagement appointments. Synchronization of appointments from Customer Engagement to Dynamics 365 for Outlook is automatic. You can use Dynamics 365 for Outlook to view any appointment records that you own that were created in Customer Engagement.

If you’re using Microsoft Dynamics CRM 2015 for Outlook or later, you can also synchronize appointment attachments if your system administrator has enabled this capability. You can then view and update the attachments in Dynamics 365 for Outlook or Customer Engagement.

Important

To synchronize appointments between Dynamics 365 for Outlook and Customer Engagement, your Outlook email address must match your Customer Engagement email address. You can’t synchronize to or from multiple email addresses.

Track an appointment

  1. In Dynamics 365 for Outlook, create an appointment as you normally would in Outlook.

  2. If you want to insert an attachment, click the Insert tab, and then select an attachment. Note that some file extensions may be blocked by your system administrator. More information: System Settings dialog box - General tab

    Dynamics 365 for Outlook doesn’t support inline attachments (attachments included in the body of the message).

    Note

    The maximum size for an attachment is 5MB, although this can be increased to 32MB by a system administrator.

  3. To track the appointment, do one of the following:

    • To track the appointment without linking it to a particular record in Customer Engagement, on the Appointment tab, in the Customer Engagement group, click Track.

      -Or-

    • To track the task and link it to a particular Customer Engagement record (for example, a specific account), click Set Regarding, click More, and then search for the record in the Look Up Record dialog box. After you find the record you want, select Add.

      When you click the Track button or the Set Regarding button, you’ll see a Dynamics 365 for Customer Engagement pane (also known as the “tracking pane”) at the bottom of the appointment record. This pane shows that the record is tracked and provides links to related records. If you set a Regarding value, Dynamics 365 for Outlook also provides a link to the Regarding record. Tell me more about how tracking works.

    Notes

  • To stop tracking an appointment, open the appointment record, and then click the Untrack button.

  • After an appointment attachment is synchronized, if different users update the attachment in Dynamics 365 for OutlookandCustomer Engagement, the latest update will be saved.

  • After an appointment is synchronized, if you or another user changes the subject of the appointment in Dynamics 365 for Outlook or Customer Engagement, the appointment will be untracked (no longer synchronized).

  • You can’t synchronize attachments in recurring appointments or service appointments in Dynamics 365 for Outlook.

See also

Overview of tracking records in Dynamics 365 for Outlook
Frequently asked questions about synchronizing records between Microsoft Dynamics 365 apps and Microsoft Outlook