Enhancement needs to be made so that as soon as the user clicks on "Track" in CRM from Outlook, the email is promoted to CRM in server-side sync, so that user can perform "Convert To" action to further edit the activity record in CRM.
In current state, as of April 2015, the "Convert To", "Add Connection", and "View in CRM" features in CRM Outlook client does NOT work as it should due to the delay in Server-Side sync. When user clicks on "Track", they typically want to not only track the email in CRM but may want to take some action against the activity record such as convert it to Case, Lead, or Opportunity record. As it is currently designed, the user cannot perform this action because Server-Side sync needs to run before these options are enabled in CRM Outlook.
This is a huge User Adoption road block. Furthermore, because there's lag in the sync on the Server-Side, the CRM icons next to email does not sync up with "Track" and "Untrack" thus confusing the user on whether they are tracking the email or not.
Here's the original Microsoft Connect feedback which generated this enhancement request:
https://connect.microsoft.com/site687/feedback/details/1272414/carina-crm-outlook-client-track-and-untrack-still-does-not-work-properly-with-server-side-sync
Comments
Taking away the ability to immediately sync Outlook with CRM was a mistake. I hate that we even need an Outlook add-in but, since we must use it, it should have some conveniences.
Category: Microsoft Office Integration
Thank you for your feedback. This is a great suggestion, and we will consider this in our roadmap.
Category: Microsoft Office Integration
This makes for terrible user experience. Everyone thinks Outlook is broken every time this occurs and then they think it is a reason to not track their activities. There needs to be a fix ASAP.
Category: Microsoft Office Integration
Agree with this. When the user hits Track, they expect to be able to Convert to a Case etc right away not wait a long time with greyed out menu options.
Category: Microsoft Office Integration
Any news on this issue? Server side sync is pointless without this working as per above.
Category: Microsoft Office Integration
Agree with this. When the user hits Track, they expect to be able to Convert to a Case etc right away not wait a long time with greyed out menu options.
Category: Microsoft Office Integration
Any news on this issue? Server side sync is pointless without this working as per above.
Category: Microsoft Office Integration
Administrator on 11/23/2016 7:27:39 AM
This was delivered previously. Let us know your feedback. Thanks