The Microsoft Dynamics CRM Outlook Client is a key feature, but can be challenging to troubleshoot. This session will discuss some of the common issues and solutions. Join Tim Thorpe & Leslie Guffey from Black & Veatch, and Sean Dieken from Microsoft Premier Support, to discuss error logs from the installation process, how to overcome configuration, login, and other issues. There will be plenty of time for sharing so bring your challenges and solutions to share with the group.
Citation preview
1. www.CRMUG.com Troubleshooting the Outlook Client
2. www.CRMUG.com Welcome to DayONE Who is CRMUG? The largest,
independent user group for users of Microsoft Dynamics CRM Why
should I be a Member? 200+ educational events annually Peer to peer
networking Regional Chapters Regular Conduits with Microsoft Annual
User Conference CRMUG Summit 3. www.CRMUG.com Troubleshooting the
Outlook Client Tim Thorpe Black & Veatch, Manager of
Information Solutions Leslie Guffey Black & Veatch, Senior
Information Solutions Analyst Shawn Dieken Microsoft, Premier Field
Engineer 4. www.CRMUG.com BLACK & VEATCH CORPORATION Founded in
1915 Global workforce of ~8,100 More than 100 offices worldwide
Projects in more than 100 countries on 6 continents $2.3 billion in
annual revenues in 2010 Employee-owned corporation A LEADING GLOBAL
ENGINEERING, CONSULTING AND CONSTRUCTION COMPANY 5. www.CRMUG.com
BLACK & VEATCH CORPORATION B&V CRM 101 3.0 Implementation
in 2007 Upgrade to 4.0 in Summer 2010 Miller Heiman Sales Process
Integrated in 2010 ~1100 Users Today Original Implementation was
Web Only Currently Rolling Out CRM Client to All Users CRM 2011
Upgrade Planned for Summer 2012 6. www.CRMUG.com Troubleshooting
the Outlook Client User Controlled CRM Contact Syncing Contact
Syncing based on Owner value can be a challenge to manage Modify
Local Data Group value to sync based on creating relationship with
specific contact 7. www.CRMUG.com Troubleshooting the Outlook
Client Local Data Group Console Codeplex Solution Managing Local
Data Groups across the enterprise can be a challenge B&V uses
the LDG Console application to set LDG values across all
professionals profiles http://mscrmlocaldatagroup.codeplex.com/ CRM
2011 Sample code is available in the CRM SDK to build this
functionality 8. www.CRMUG.com Troubleshooting the Outlook Client
Contact Sync Functions 9. www.CRMUG.com Troubleshooting the Outlook
Client Contact Audit Functions When multiple users update unique
contact records data can be overwritten Audit function can be added
in CRM to snapshot original record before update History can be
reviewed as needed Enhances User Adoption reluctance to upload
contact records to CRM CRM 2011 Contact Audit function is native
10. www.CRMUG.com Troubleshooting the Outlook Client CRM Client for
Outlook Settings via SDK/SQL Script CRM Client configuration
settings are stored in the database May not be possible to set
these through desktop package delivery tools The CRM application
SDK can be used to develop a solution to set these values Can be a
viable way to manage some desktop settings CRM 2011 Same SDK
options are available 11. www.CRMUG.com Troubleshooting the Outlook
Client Outlook Contact File As Last Name/First Name The Full Name
field in Outlook Contacts can be parsed incorrectly leading to
incorrect data in the First/Last Name fields 12. www.CRMUG.com
Troubleshooting the Outlook Client Outlook Contact File As Last
Name/First Name This can be an issue when synchronizing (tracking)
Outlook Contacts into CRM To ensure better data quality when
synchronizing always click the Full Name: button when creating
contacts in Outlook In Outlook ToolsOptionsPreferences set the
Default Full Name order: to First (Middle) Last to improve data
parsing 13. www.CRMUG.com Troubleshooting the Outlook Client Field
Mapping Issues CRM Toolbar button for new Appointment, Task,
Contact and E-mail displays the Outlook forms by default to create
the record in CRM This can be an issue if you have customized CRM
forms for these functions that use custom fields In
CRMOptionsGeneral Tab set Appointment, Task, Contact and E-mail to
use CRM forms Educate staff to always use CRM forms when creating
records that will ultimately reside in CRM CRM 2011 Similar
function 14. www.CRMUG.com Troubleshooting the Outlook Client
Create Role for Sync to Outlook Permission The Sync to Outlook
permission can be granted or removed from any CRM Role Creating a
separate CRM Role that only has this permission specified will
allow you more flexibility in providing synchronization
functionality to users CRM 2011 Similar Role can be created 15.
www.CRMUG.com Troubleshooting the Outlook Client Colored Background
for CRM Environments B&V has Dev, Test, Train and Prod CRM
environments When connecting Outlook to different environments it
can be easy to forget which area you are in A system file tweak
allows you to specify a different color background for non-Prod
environments as a reminder Being considered at B&V not yet
implemented Not supported by Microsoft, has upgrade caveats 16.
www.CRMUG.com Premier Field Engineering Follow Us!
http://www.twitter.com/pfedynamics Join Us!
http://www.facebook.com/pfedynamics Check out our blog!
http://blogs.msdn.com/crminthefield Email Us!
[email protected] Find Us! http://www.pfedynamics.com 17.
www.CRMUG.com Troubleshooting the Outlook Client Thanks for joining
us! Be sure to fill out session evaluations online or at designated
stations For more information: www.CRMUG.com [email protected][email protected][email protected]
