1. Email Tracking – Futures of Exchange Integration
Roger Gilchrist, Microsoft

2. Agenda Context Challenges Strategy
All relevant to on-premises, but more rigorously enforced online

3. Context

4. Context
Receiving and responding to customer requests Tracking and managing the process of acting on the request Tracking and syncing other type of Exchange data

5. Rules based or Manual Tracking
Older mechanisms
Outlook for tracking Either Outlook or router for mail tracking
Outlook
Router
Rules based or Manual Tracking
Rules Based Tracking
Syncing
Syncing

6. Common Challenges

7. Outlook client/ Router Challenges Mobility First Call Resolution
to Case Transition
All relevant to on-premises, but more rigorously enforced online

8. Outlook client stability
Outlook Challenges
Often common symptoms of Outlook client challenges
Slow Startup
Having the CRM Add-in slows Outlook startup
Outlook client stability
Add in being disabled
Outlook client crashing
Slow Form Startup
Initial CRM form taking time to load
Client Resource Usage
Client machine overhead
Need for Cached Exchange Mode
Sync issues
Duplicate records
Records not synchronized

9. Email Router Challenges
Often common Router challenges Router being deprecated, SSS is the future of server side integration
Requires Server
Particularly for Online customers
Deployment challenge
Only
Not ACT
Rules Limited
No ability to manual define tracking
Deploying for scale
Limited resilience and scalability management options

10. Mobility Always On Speed of Response BYOD Working Patterns
Microsoft Dynamics
4/23/2018
Mobility
Always On
Speed of Response
BYOD
Working Patterns
All relevant to on-premises, but more rigorously enforced online
Always On: Different scenarios, on trains, travelling. Need to adapt to working conditions. Cannot always open a laptop
Speed of Response: Need to be quick. Cannot afford to boot up a laptop, mobile in your hand
BYOD: Different devices mean different apps. Not always Outlook
Different working patterns: need to adapt to different working approaches
© 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.
The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

11. Exchange Integration
Lots of options Typically use combination Confusion ‘just need Server Side Sync…..right?’
Outlook Client
Manual/ Monitored Tracking
Information Worker
Router
Automated Tracking
Unmonitored/ unattended tracking/synchronization
Separately hosted service
Server Side Sync
Unmonitored/unattended tracking/Synchronisation
Hosted in CRM Async
CRM App For Outlook
Folder Based Tracking
Multi-Device

12. Strategy

13. Goals Reduce overhead on client Minimise deployment challenges
Improve client stability
Enable mobility scenario

14. Capabilities needed Track initiate tracking of an item Sync changes
synchronise data already recorded as being tracked
View Data
Access data in CRM, e.g. from related item
Respond
Communicate next steps or outcome to customer

15. For each type: Synchronisation and Tracking
What it does….. As importantly…..what it doesn’t do!

16. Capabilities Reduce Client Dependency Multi-device Track
Microsoft Dynamics
4/23/2018
Capabilities
Reduce Client Dependency
Multi-device
Track
Outlook Client
Tracking Rules
Forward Mailbox
Folder Based Tracking
CRM App for Outlook
Sync
Outlook Client Sync
Router ( only and deprecated)
Server Side Sync
Viewing
Outlook Client
CRM App for Outlook
CRM for Phone/ Tablet
© 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.
The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

17. Inbound Tracking Options: not solveD entirely by SSS
Outlook Client
Supports tracking s & ACT
Allows most flexibility to manually deciding what to track
Requires thick client install
Rules Based Tracking
Only supports
All s/ all s from known contacts rules available
Requires Outlook client or Router or SSS
Enables tracking with no client install and from multiple devices
Folder Based Tracking
Requires SSS
CRM App For Outlook
Only currently supports , will support appointments in future. Avoids client install
Works in Outlook apps on multiple devices, including thick client Outlook
CRM and Exchange Online only currently
only currently
Forward Mailbox
Avoids direct monitoring of user mailboxes
Can be used to forward s to for manual selection of mail to track, although requires forward as attachment
MOCA Client
Create / appointment/ contact/task in CRM
Then sync using sync filters back to Exchange using SSS

19. Mailbox Types: Individual v Queues
Need to consider what usage pattern for mail Personal or shared mail If shared, a queue mailbox more appropriate, deal with case, not Are all s to that mailbox processed, or just some?
Central mailbox
Personal mailbox
Queue

20. Email: Outlook Client Synchronisation
CRM
Outlook Client Sync s
Send s
s created in CRM
Rules Tracked s ( all, from contacts): Create in CRM
s Tracked from mailbox
Manually tracked s
Outlook Client UI
Tracked s Read Only in CRM

21. Email: Outlook client + Router/SSS
CRM s
s created in CRM
s Tracked from mailbox
Manually tracked s
Outlook Client UI
Exchange s
Router or Server Side Synchronisation
SSS Only: Folder Based Tracking
Rules Tracked s ( all, from contacts): Create in CRM
Send s

22. Email: Email Router Only
CRM
s tracked only if rules based:
all s to the mailbox
All s from known contacts
No UI, therefore cannot manually indicate an item is to be tracked. Outlook client is required for that
s created in CRM
s Tracked from mailbox
Exchange s
Router
Rules Tracked s ( all, from contacts): Create in CRM
Send s

23. Email: Server Side Synchronisation Only
CRM
s tracked only if:
Rules based: all s, from known contacts
Using Folder Based Tracking: Requires CRM 2016
No UI, therefore cannot manually indicate an item is to be tracked. Outlook client is required for that
s created in CRM
s Tracked from mailbox
Exchange s
Server Side Synchronisation
Folder Based Tracking
Rules Tracked s ( all, from contacts): Create in CRM
Send s

24. Email: CRM App for Outlook + SSS
CRM App for Outlook, offers manual tracking without a client install
Requires CRM 2015 Update 1+
Only available CRM Online to Exchange Online currently
Requires Server Side Synchronisation
s created in CRM
s Tracked from mailbox
Exchange
Manually tracked s
CRM App for Outlook s
Server Side Synchronisation
Folder Based Tracking
Rules Tracked s ( all, from contacts): Create in CRM
Send s

25. Forward Mailbox Choice: Round robin processing of each mailbox
Monitor individual mailbox
Or Forward Mailbox
Round robin processing of each mailbox
Processing cost
Latency to retrieve messages
Forward Mailbox
Process s in order received
Reduced overhead connecting to only 1 mailbox
But need rules deploying to forward as attachment
Personal Mailbox
No changes to mailbox
If not access through delegation, need each user’s credentials
Personal mailboxes
Forward mailbox
CRM

26. Forward Mailbox
Approach Consider for install free option for , forward as rule Can even work across server but only for inbound, outbound wouldn’t work Only though
Facebook
Chat
Call
Tweet
Appointment
Web Request

27. Outbound Tracking Options
Outlook client
Manually tracking items
CRM App for Outlook
Compose and Track
Send from CRM
If you create the and send it from CRM then by definition ‘tracked’
Cc sender
By cc’ing sender, can then track through inbound rules
Issue is that exchange rules only work on inbound mail

28. Appointments, Contacts and Tasks (ACT)

29. Appointments Appointments, Contacts, Tasks follow similar pattern
Will use appointments as example
Will call out differences where they exist for Contacts and Tasks

30. ACT: Outlook Client Synchronisation
CRM
Outlook Client Sync
Appointments
Create Appointments in Outlook Matching Sync Profile
Appointments created in CRM
2 way updates to Appointments matching Sync Profile
All Appointments
Manually tracked appointments
Outlook Client UI
Note: no rules to automatically track appointments
Only appointments created in CRM and manually tracked appointments will exist in CRM and be eligible for update through sync mechanism

31. Appointments: Outlook client + Server Side Sync
CRM
Appointments
All Appointments
Manually tracked appointments
Outlook Client UI
Exchange
Appointments
Server Side Synchronisation
2 way Updates to Appointments matching Sync Profile
Create Appointments in Exchange Matching Sync Profile
Appointments created in CRM

32. Appointments: Server Side Synchronisation Only
CRM
Appointments only synced and updated if created in CRM
No UI, therefore cannot manually indicate an item is to be tracked. Outlook client is required for that
All Appointments
Exchange
Appointments
Server Side Synchronisation
2 way Updates to Appointments matching Sync Profile
Create Appointments in Exchange Matching Sync Profile
Appointments created in CRM

33. Email: CRM App for Outlook + SSS
Cannot currently track appointments, but planned in future release. But framework does not support contacts or tasks
CRM App for Outlook, offers manual tracking without a client install
Requires CRM 2015 Update 1+
Only available CRM Online to Exchange Online currently
Requires Server Side Synchronisation
All Appointments
Exchange
Manually tracked appointments
CRM App for Outlook s
Server Side Synchronisation
2 way Updates to Appointments matching Sync Profile
Create Appointments in Exchange Matching Sync Profile
Appointments created in CRM

34. Common Scenarios

35. Office Information Worker
Work primarily at desk in a fixed office
Select s/appointments to track
Audit record or to share with other CRM users for information
View s/ Appointments/ Contacts
View CRM Info
Track s/ Appointments/ Contacts to CRM

36. Office Information Worker
Capabilities
Tracking
Outlook add-in exposes track button to manually indicate items to track
Rules based tracking (all, from known contacts, reply to CRM etc.)
Outlook add-in hosts sync process
Benefits
Broad capability
, ACT
Challenges:
Deployment to client desktops
Overhead on client: startup, sync process
Virtual desktop compatibility
Outlook Add-In
Track
Sync

37. Office Information Worker
Capabilities
Tracking
Outlook add-in exposes track button to manually indicate items to track
Rules based tracking (all, from known contacts, reply to CRM etc.)
Folder Based Tracking
Server Side Sync hosts sync process
Benefits
Broad capability, offline
, ACT
Syncing while Outlook not active
Challenges:
Deployment to client desktops
Overhead on client, startup, processing
Virtual desktop compatibility
Exchange 2010+
Outlook Add-In
Track
Sync
Server Side Sync

38. Office Information Worker
Capabilities
Tracking
Outlook add-in exposes track button to manually indicate items to track
Rules based tracking (all, from known contacts, reply to CRM etc.)
Folder Based Tracking
Server Side Sync hosts sync process
Benefits
Broad capability, offline
, ACT
Syncing while Outlook not active
Challenges:
Deployment to client desktops
Overhead on client, startup, processing
Virtual desktop compatibility
Exchange 2010+
Sync
Server Side Sync
Rules/ Folder Based Tracking

39. Office Information Worker
Capabilities
Tracking
Track , Appointments (coming soon)
Rules based tracking (all, from known contacts, reply to CRM etc.)
Folder Based Tracking
Compose and send tracked
Benefits
No deployment to client, all server side
Virtual desktop compatibility
Challenges:
Pre-requisites: Exchange 2013+, Outlook 2013+
Deployment model limitations currently
CRM App for Outlook
Sync
Track/ Compose
Server Side Sync
Rules/ Folder Based Tracking

40. Mobile Information Worker
Work both within an office and remotely offsite
Select s/appointments to track
Audit record or to share with other CRM users for information
Access CRM information while in office and remote
View s/ Appointments/ Contacts
View CRM Info
Track s/ Appointments/ Contacts to CRM

41. Mobile Information Worker 1
CRM for Phone/Tablet
Capabilities
Tracking
Rules based tracking (all, from known contacts, reply to CRM etc.)
Folder Based Tracking
Access to CRM Info via CRM for Phone/Tablet App
Benefits
No deployment outside of CRM Servers
Compatible with range of devices, native mail apps
Utilise phone/tablet app from device stores for access to CRM info more broadly
Challenges:
Pre-requisites: Exchange 2010+
Sync
Server Side Sync
Rules/ Folder Based Tracking

42. Mobile Information Worker 2
CRM for Phone/Tablet
Embedded UI
Capabilities
Tracking
Track , Appointments (coming soon)
Rules based tracking (all, from known contacts, reply to CRM etc.)
Folder Based Tracking
Access to CRM Info via CRM for Phone/Tablet App
Benefits
No deployment to client, all server side
Compatible with range of devices
Utilise phone/tablet app from device stores for access to CRM info more broadly
Challenges:
Pre-requisites: Exchange 2013+, Outlook 2013+
Deployment model limitations currently
CRM App for Outlook
Sync
Track/ Compose
Server Side Sync

43. Mobile Specialist Worker
CRM For Phone/Tablet
Task Based Experience
Embedded UI
Capabilities
Tracking
Track , Appointments (coming soon)
Rules based tracking (all, from known contacts, reply to CRM etc.)
Folder Based Tracking
Access to CRM Info via CRM for Phone/Tablet App
Benefits
No deployment to client, all server side
Compatible with range of devices
Utilise phone/tablet app from device stores for access to CRM info more broadly
Tailored experience for specialised tasks
Challenges:
Pre-requisites: Exchange 2013+, Outlook 2013+
Deployment model limitations currently
CRM App for Outlook
Sync
Track/ Compose
Server Side Sync

44. Queue Handlers Work primarily at desk in a fixed office Select emails
Audit record or to share with other CRM users for information
View s/ Cases
View CRM Info
Automatically Track s/ Contacts to CRM

45. Queue Handlers Capabilities Tracking
Rules based tracking: typically All
Server Side Sync hosts sync process
Benefits
No client sync
Support for centralised mailbox with no direct user monitoring
Convert straight to case
Challenges:
Headless tracking, no manual selection of actions
Not as rich an experience as Outlook
Browser Client/ ISH
View s/ Cases
Send s
Sync
Server Side Sync

46. Appointment Booker
Appointment Bookers typically in a branch/Call centre
Book appointments for specialist to their Calendar
Can therefore see full availability. Assumes specialist can book appointments ( personal & business) directly to calendar
Audit record or to share with other CRM users for information
View Appointments/ Contacts
View CRM Info
Book Appointments for Specialists in Specialist’s Calendar
Track Appointments/ Contacts to CRM

47. Appointment Booker – Exchange Master
Capabilities
Tracking
Track Appointments coming soon
Benefits
No deployment to client, all server side
Virtual desktop compatibility
View full availability in Exchange calendar
Challenges:
Requires manual tracking to CRM by end user
No automated Appointment tracking
Pre-requisites: Exchange 2013+, Outlook 2013+
Deployment model limitations currently
Embedded UI
CRM App for Outlook
Sync
Track
Server Side Sync

48. Appointment Booker – CRM Master
Capabilities
Syncing to Exchange
Manual tracking to CRM for private/personally booked appointments
Benefits
No deployment to client, all server side
Virtual desktop compatibility
Full info available in CRM
Challenges:
Availability needs to be recorded in CRM
Create placeholder appointments
Or track all appointments to CRM including private
Pre-requisites: Exchange 2013+, Outlook 2013+
Deployment model limitations currently
Browser Client
Embedded UI
CRM App for Outlook
Create Appointments
Sync
Track
Server Side Sync

49. List of scenarios to solutions
Client
Tracking
Syncing
Office Information Worker: physical desktop
Outlook client
Rules based tracking
PREFERRED: Server Side Sync
OPTION: Outlook client Sync
Office Information Worker: virtual desktop
CRM App for Outlook
Server Side Sync
Mobile workers
MOCA Tablet/Phone
Native Tablet/Phone Apps
Outlook Offline
Create directly in MOCA Client
Folder Based Tracking
Queue Handlers
Browser client
Queue based tracking
Appointment Bookers
CRM App
Create directly in CRM

50. Points to Note
Direction of sync important, sync from CRM to Exchange more options than Exchange to CRM
Typically users have other items in Exchange they don’t want to sync
So need manual intervention for Exchange to CRM
Appointments, Contacts and Tasks
CRM -> Exchange: can be done through SSS or Outlook
Exchange -> CRM: can only be done through tracking in Outlook client, there are no rules based options.
CRM App for Outlook will offer tracking of appointments without client install and to mobile device apps
Service Activities are special case, only editable in CRM, so 1 way sync to Exchange
Consider rules based or folder options to avoid client install

51. Private Appointments We sync private flag from Exchange to CRM
But need customisation rules in CRM to determine what to do with them
E.g. re-assign to private BU
Blocks schedule
Public Business Unit
Private Business Unit
Re-assign
CRM Appointment
Private Appointment

52. Appointments deletion
Owner or organiser can delete appointments
But if multiple people tracking it, the deletion will propagate back to Outlook
Need to consider whether owner should be organiser. But what if organiser is not a CRM user

53. Pre-requisites Server Side Sync CRM 2016 for Hybrid modes
Need up to date Exchange 2010+
Major improvements in CRM 2015 Update 1 and CRM 2016 around stability, monitoring
CRM App for Outlook
Requires Exchange 2013+
Requires Outlook 2013+
CRM & Exchange Online only currently but with Spring Wave targeting other models
Requires Server Side Synchronisation
Folder Based Tracking
CRM 2015 Update 1 & CRM 2016
Server Side Synchronisation

54. Summary

55. Summary
Engaging with customers across channels is forcing different working practices CRM is increasingly offering multi-channel engagement capabilities But this also has an impact on the way that existing Exchange integration needs to change There are multiple options available now, that work in combination to meet customer needs. This needs to be considering in implementation designs

56. Final reminders
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