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.

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 professional’s 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!
PFEDynamics@microsoft.com
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
– ThorpeTN@BV.com
– GuffeyLM@BV.com
– Shawn.Dieken@Microsoft.com