After Microsoft Dynamics CRM for Outlook completes
its initial synchronization process with your Outlook file, special
rules apply to how the synchronization process handles deleted records.
For example, deleting a contact record in Outlook will not
delete that contact record in Microsoft Dynamics CRM. Conversely,
deleting a contact in Microsoft Dynamics CRM removes the synchronized
contact from Outlook for all users except for the Outlook user who owns
the record in Microsoft Dynamics CRM.
With respect to deleted records, Microsoft Dynamics CRM for Outlook follows a set of rules and conditions to determine how the synchronization
process should update Outlook and Microsoft Dynamics CRM. Microsoft
Dynamics CRM for Outlook processes deleted records as outlined in the
following table.
| Record Type | Action | Record State | Result |
|---|
| Contact | Delete in Microsoft Dynamics CRM | Any | Deleted from Outlook for all users except contact owner. Remains in contact owner’s Outlook file. |
| Contact | Delete in Outlook | Any | No change in Microsoft Dynamics CRM. |
| Task | Delete in Microsoft Dynamics CRM | Pending (not completed in Outlook) | Deleted from Outlook. |
| Task | Delete in Microsoft Dynamics CRM | Past (completed in Outlook) | Remains in Outlook. |
| Task | Delete in Outlook | Pending (open in Microsoft Dynamics CRM) | Deleted from Microsoft Dynamics CRM. |
| Task | Delete in Outlook | Past (completed or canceled in Microsoft Dynamics CRM) | No change in Microsoft Dynamics CRM. |
| Appointment | Delete in Microsoft Dynamics CRM | Pending (open in Microsoft Dynamics CRM) | Deleted from Outlook if appointment start time is in the future. |
| Appointment | Delete in Microsoft Dynamics CRM | Past (completed or canceled in Microsoft Dynamics CRM) | Remains in Outlook. |
| Appointment | Delete in Outlook | Pending (open in Microsoft Dynamics CRM) | Deleted
from Microsoft Dynamics CRM if deleted by appointment owner or
organizer. Not deleted from Microsoft Dynamics CRM if deleted in Outlook
by a non-owner or non-organizer. |
| Appointment | Delete in Outlook | Past (completed or canceled in Microsoft Dynamics CRM) | No change in Microsoft Dynamics CRM. |
If you delete a contact in
Outlook (which does not delete the contact from Microsoft Dynamics CRM)
and then someone subsequently modifies that contact record in Microsoft
Dynamics CRM, Microsoft Dynamics CRM for Outlook will recreate that
contact in the your Outlook file, even though you previously deleted it.
On a related note, deactivating contact records in Microsoft Dynamics CRM does not remove the contacts from Outlook. You must manually delete the deactivated contacts from Microsoft Dynamics CRM if you don’t want them to appear in your Outlook file any longer.
In this exercise, you will delete two records to see how the synchronization process treats each scenario.
Note:
SET UP
Start Outlook with Microsoft Dynamics CRM for Outlook installed, if
necessary, before beginning this exercise. Confirm that you have
permission to delete contact records in Microsoft Dynamics CRM. If you
are not sure, contact your system administrator. You need the Sonoma
Partners account record you created in this article
and the Chris Perry and Jose Curry contact records you created earlier in this article. If you cannot locate these records in your system,
select different records for this exercise.
In the Outlook navigation pane, click Contacts.
In the search box, type Chris Perry to locate the contact record.
Select the Chris Perry record and, on the ribbon, click the Delete button.
Open Microsoft Dynamics CRM in Internet Explorer and navigate to the account list. Locate the Sonoma Partners account and double-click it to open it.
Click Contacts in the entity navigation pane.
A
list of contacts associated with the account appears. Note that even
though you deleted the Chris Perry contact from Outlook, Microsoft
Dynamics CRM for Outlook did not delete the record on the server.
Click the Jose Curry record and click the Delete button on the ribbon. In the Contact Delete Confirmation dialog box, click the Delete button, and then click OK in the secondary confirmation dialog box.
Open Outlook. On the ribbon, click the File tab and then click CRM. Click the Synchronize button, and select Synchronize from the submenu. Microsoft Dynamics CRM runs the synchronization process.
In the Contact search box, type Jose Curry. Outlook displays the matching contact record. Double-click the record to open the contact.
Note
that Microsoft Dynamics CRM for Outlook did not delete the contact from
your Outlook file because you are listed as the owner of this record.
However, this contact record is no longer tracked in Microsoft Dynamics
CRM. If you delete a contact record owned by a different user, Microsoft
Dynamics CRM for Outlook will remove that record from your Outlook
file.
