De beheerdershandleiding voor server-side synchronisatie tussen Dynamics 365 en Exchange servers

Email tracking is crucial for maintaining a complete record of customer interactions within an organization. In the Microsoft ecosystem, this involves automatically generating email activities in Dynamics 365 Customer Engagement whenever emails are received in Outlook. As a Dynamics 365 admin, you need to set up server-side synchronization between Dynamics 365 and Exchange Server before users can track emails.

Below is the step-by-step procedure to configure Dynamics for tracking by using server-side synchronization.

We could consider using a Microsoft Dynamics 365 Email Router but we are going to use server-side synchronization as it is easier to set up and doesn’t require the installation of any additional application.

Noot: Some sources mention this as a “Dynamics 365 Outlook Integration”. This is because it is intended for users of Microsoft Dynamics 365 and Outlook. However, as this is server-side, the integration is actually a “Dynamics 365 Exchange Integration”!

• Open your web browser and go to the Dynamics 365 portal. If you are unsure of the URL, check our Toegang tot de Microsoft D365-login article first.
• Enter your admin credentials to log in.

• From the Dynamics 365 homepage, click the gear icon (⚙️) in the top-right corner.
• Select “Advanced Settings” from the dropdown menu. This will open a new settings window.

• In the Power Platform Settings window, scroll down to the “System” section on the left.
• Select “Email Configuration.”
• Click on “Email configuration settings.”

• Navigate to the “Email” tab.
• Choose “Server-side Synchronization” in the “Process Email Using” field.
• Make sure you have the correct server in the “Server Profile” field

• Go back to the Power Platform Settings window and select “Email configuration” again
• This time, choose the “Email server profile” option

• This will open the available “Environments” in the Power Platform admin center

• Select one of the existing server profiles or create a new one using the button at the top of the page.
• If creating a new one, you can choose the “Email Server Type” for this profile.

• Immediately below the Server Profile, you will find the options for the default synchronization method.
• For both “Incoming Email” and “Outgoing Email” you should set it to “Server-side Synchronization”.
• Other options are available further down, which you can analyze for your specific use case.

Note: In addition to administrator permissions, you must have Read and Write privileges on the Mailbox table to go through this step.

• Go back again to the Power Platform Settings window and select “Email configuration” again
• This time, choose the “Mailboxes” option

• Choose the adequate system view

• You need to “Approve Email” and then on “Test & Enable Mailbox” for the tracking to work. You can do this for multiple mailboxes at the same time by selecting them from the list.
• Alternatively, you can open each one, check the settings are as you want them for that mailbox, and then “Approve Email” and “Test & Enable Mailbox”.

• As an admin, you must add users to the Dynamics 365 App for Outlook User security role so they can use the Dynamics 365 App for Outlook.  
• If a user doesn’t have this security role or its underlying privileges, they’ll receive the error “You haven't been authorized to use this app”.

After this, you are all set!

Noot: By default, the sync process evaluates only messages in the Inbox folder of a mailbox for automatic tracking. Email that's in a subfolder of the inbox is processed only if the subfolder is configured for folder-level tracking (you configure up to 25 subfolders).