Save and link Outlook tasks and appointments in Microsoft Dynamics CRM

Can I do this task?

You can save an Outlook unassigned task, nonrecurring appointment, and meeting request as a new Microsoft Dynamics CRM activity record by tracking the item. You can also link the Outlook item to a Microsoft Dynamics CRM record, such as an account or contact. When you track an item, it also creates a new Microsoft Dynamics CRM record that is linked to the Outlook record. Updates to the item in either Outlook or Microsoft Dynamics CRM are reflected in both records.

1. Start Outlook. (Microsoft Dynamics CRM for Outlook must be installed.)
2. In the Outlook calendar or task list, select one or more appointments, meeting requests, or tasks that you want to add to Microsoft Dynamics CRM. You can select up to 20 records of the same record type at a time.
3. Save Outlook calendar items and tasks as Microsoft Dynamics CRM activities
   • If you have Outlook 2007 installed, on the CRM toolbar, click Track in CRM.
   • If you have Outlook 2010 installed, in the CRM group, click Track.

     The calendar items and tasks appear as the same type of item in the Activities area of Microsoft Dynamics CRM.

4. Save Outlook tasks as Microsoft Dynamics CRM phone calls, faxes, or letters
   • In the Outlook tasks folder, open a task.
   • In the CRM group, click the arrow on the Track button, and then click the type of Microsoft Dynamics CRM activity you want to create.

     In the Outlook tasks folder, the icons beside the records change to the Tracked in CRM icon . New tasks appear as the selected activities in the Activities area in Microsoft Dynamics CRM.

5. To add information in the new Microsoft Dynamics CRM activity form, open the item in Outlook, and then, in the CRM group, click View in CRM.

   The Microsoft Dynamics CRM record opens.

   You cannot edit an activity after it has been closed in Microsoft Dynamics CRM. The exception is sent e-mail messages, which you can update with information about the record to which the e-mail message relates.

6. To link the item to a Microsoft Dynamics CRM record, such as an account or contact, open the item, and then in the CRM group, click Set Regarding. Click the record type that you want, click the record, and then click OK.

   Tip

   Click Regarding, Set Regarding, or Set Parent first, and Track in CRM is automatically activated.

   Notes

   • In Outlook, you can remove the link and delete the corresponding record in Microsoft Dynamics CRM. Open the Outlook item. In the CRM group, click Untrack, and then in the confirmation message, click Yes.
   • In Outlook, Microsoft Dynamics CRM includes links to the regarding and parent record, and also lists how the item is tracked.
   • Duplicate detection Process of automatically identifying potential duplicate records. identifies duplicate records when a record is tracked. Microsoft Dynamics CRM also checks for duplicates when you synchronize or go back online.

   Resolve potential duplicate records.

   When you publish a duplicate-detection rule A rule that specifies criteria for identifying a record as a duplicate., a matchcode A code that is created for every record that a duplicate-detection rule might apply to, used as part of the process of detecting duplicates. is created for every record in the matching record type for that rule. Publishing occurs in the background as a system job.

   1. 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 A rule that specifies criteria for identifying a record as a duplicate. identified potential duplicate records in other record types, review records from each record type listed.
   2. 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.

   Note

   Duplicate detection can take place only if duplicate detection is enabled in Duplicate Detection Settings and if at least one duplicate-detection rule A rule that specifies criteria for identifying a record as a duplicate. exists for the record type.More information: Avoiding Duplicate Records

   • If you are not selected as one of the required resources in an appointment or service activity, the activity will not appear in your Outlook calendar after synchronization.
   • A task stored in the Outlook default message store, or locations other than the default Microsoft Exchange location, cannot be linked.