Dana Sosa

What Happens To CRM When I Delete a Record in Outlook?

So… you say you’re using Microsoft Dynamics CRM 4.0 and you’re using Microsoft Office Outlook… well, then you’re naturally using the Microsoft Dynamics CRM for Outlook client!   (If you’re not, you can download it from the link.)

One of the most common questions I hear when I’m training our customers on the Microsoft Dynamics CRM for Outlook client is a variation on this one:

WHAT HAPPENS TO CRM WHEN I DELETE A RECORD IN OUTLOOK?

Well, here’s an answer:

The outcome is the same whether you’re using Microsoft Dynamics CRM 4.0 for Outlook or Microsoft Dynamics CRM 4.0 for Outlook with Offline Access when you delete a record that is linked to CRM.  The only difference will be in the timing of the deletion from the Dynamics CRM database if you are in Offline mode with the Microsoft Dynamics CRM 4.0 for Outlook with Offline Access client when you delete the record in Outlook.

This table describes the various conditions that will apply when you delete records in either Outlook or Microsoft Dynamics CRM and how they will be synchronized.

A few other things to be aware of when you’re working with the Microsoft Dynamics CRM 4.0 for Outlook client:
 

·         De-activating a Contact in CRM has no impact on the contact record in Outlook.

·         The synchronization process only updates Outlook records when the linked CRM record has been modified since the last synchronization. 

A good example of this is:

Dana Sosa is a Contact of yours under the Inetium Account in Dynamics CRM.  You and other users synchronize Dana Sosa to your Outlook Contacts.

You update the Inetium Account in CRM to reflect its legal name:  Inetium LLC.

When you and your colleagues synchronize CRM and Outlook next, Dana Sosa’s Company Name has not been changed in the Outlook Contact record.

You’re perplexed.  Dana’s “Parent Customer” name looks accurate in the CRM Contact record….

This is because the CONTACT record was NOT modified in CRM.   The Account record was modified by the name change in CRM – not the Contacts related to the Account.  Accounts do not synchronize with Outlook objects, only Contacts (e-mail, tasks, and appointments) do.

In order for the Company Name change to be accurately synchronized to Dana Sosa’s contact record in Outlook, a change must be made and saved to my CRM contact record (thus changing the modified date.)

This is a great use for a “Company Name Change” manual workflow…  but that’s a topic for another blog post…

·         The “local data groups” option on the CRM Menu add-in is used to configure BOTH what data will be taken Offline if you’re using the Microsoft Dynamics CRM 4.0 for Outlook with Offline Access AND which records will be synchronized to your Outlook Contacts, Mail, Tasks and Appointments from Dynamics CRM.

Be cognizant of this if you intend to synchronize Outlook with your PDA!

If you are using the Microsoft Dynamics CRM 4.0 for Outlook with Offline Access client, you will need to take into consideration how much CRM data you want to take Offline with you (think Accounts, Contacts, Opportunities and their related Activities so you can work with it ALL when you’re on an airplane) versus how much data you want to synchronize with your mobile device (think Contact records for phone numbers and e-mail addresses – you probably really only want to see the Contacts you work with regularly on your phone.)

Because “Local Data Groups” define the synchronization for BOTH the Outlook objects and the Offline CRM database, you may have to get creative with how you configure your “Local Data Groups” if you have a complex record ownership model.