Microsoft Dynamics® CRM Training

Microsoft Dynamics CRM for Outlook

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Welcome to Microsoft Dynamics CRM for Outlook. This video will explain what Microsoft Dynamics CRM for Outlook is, and how to use it.

Microsoft Dynamics CRM for Outlook is actually a separate piece of software that you can download and install on your computer, that allows you to access the data in CRM without having to use a web browser.

Once it's installed, you'll see a tab titled CRM along the top of your Outlook window. Let's go over what you can do within this tab.

The CRM Activity button drops down into a list of activities, allowing you to create specific activities within CRM, such as tasks, phone calls, emails, letters, and appointments, without leaving Outlook. The CRM Record button drops down into a list of records, such as accounts, contacts, leads, and opportunities, that you can create, again, without leaving Outlook. You can synchronize your Outlook objects with CRM, go offline, and even perform Advanced Finds on CRM content, all while staying in Outlook.

In the left navigation menu, you'll see the name of your CRM instance; if you have multiple instances of CRM, they will all appear here. Clicking on the name of your instance will display the modules within CRM, giving you full access to CRM within your Outlook window. You can view dashboards and interact with them right here; even diving deeper into the underlying data, just like you can in a web browser.

If I go back into my Inbox, or any of my mail folders, there are integrative hooks from within the objects in Outlook, meaning that there is information here that should either automatically transfer into CRM, or be manually pushed into CRM, allowing information to flow in both directions.

It's very easy to set up automatic integration, where emails that come in from known contacts, leads, or accounts, automatically flow into CRM. What I'm going to demonstrate now, though, is the manual process to give you a really good understanding of how it actually works. So what you see now are emails from both potential and existing customers. Here's one that says I'd like to move forward with the 400 widgets that we talked about last week. So it's an email from an existing customer in CRM about something very specific: an opportunity. So if I wanted this to flow into CRM in a specific place (that's the key benefit - having things arrive in CRM in specific, in-context, locations), there are a few ways to do it. If I just click Track, it will just push the email up into CRM, however, if I click Set Regarding, it will go into a specific place of my choosing. I'll either right-click and choose Set Regarding in the dropdown list, or select the email, and click Set Regarding along the top of the page. When this window appears, it's my opportunity to place it in conjunction with something specific in CRM. In this case, it's an opportunity that I'd been speaking with the customer about regarding the 400 widgets. I'll select that, click Add, and now this is pushed into CRM, you can tell because this little icon appears. Now let's open this up; I'm in Outlook and yet, this particular piece of communication is related to a couple different records within CRM. I have a pane down below that shows specifically where this object (email) is related to in CRM. It's related to me, Zena Velasquez, it's related to Jack Jorgensen, a contact in CRM, and it's regarding something very specific: an opportunity. What does this mean? It means that if I click Jack Jorgensen or visit Microsoft Dynamics CRM, I can actually see this activity underneath Jack Jorgensen (the contact). Also, if I'm in CRM and am curious about the email and what it's about, it opens the actual opportunity, and if I click on Activities, I see the actual email. That's the basic concept of the integration between Outlook and CRM.

Now, this is all true for not only emails, but also calendar appointments and tasks. And certain objects in CRM will come back as tasks, such as CRM tasks, phone calls, letters, and faxes, if you choose to track your activities to this degree in CRM.

That wraps up our brief introduction to the Outlook client as used by a Sales professional to track their activities against objects in CRM.

Thanks for watching this video by xRM!

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