Send Outlook Email from a CRM Record

ISV.Config and JavaScript

Microsoft CRM Deployment

February 22, 2011, by Bill Bonofiglo, Dynamics MCT

Abstract

Microsoft Dynamics CRM 4.0

Using the ISV.Config file and JavaScript, place a custom button on the Lead and Contact CRM records. When clicked, it opens a new Outlook email addressed to the Customer including the Users default signature.

Using Outlook for CRM Emails

Many, if not most, CRM Users send email using the Outlook client 99% of the time. CRM email forms offer an option or two (e.g. sending Knowledge Base articles) that Outlook emails don’t have, but on the other hand, they are devoid of certain Outlook features. Probably the most import difference is the Outlook clients spell and grammar check.

Please Buckle Your Seat Belt

Honestly, it is hard to imagine allowing employees to send any email without the benefit of real time spell and grammar check. You know, those red and green squiggly lines? A written channel of communication to a Customer needs all the help it can get. Spelling mistakes don’t help and spell check is a lot like wearing a seatbelt – cheap insurance.

Spell check alone is enough of a reason to always try and use the Outlook client for email. CRM web email forms are most valuable when using Workflow. Nonetheless, Users still spend time directly in the CRM Contact and Lead records, for example. Wouldn’t it be cool if there was another email button, say, “Send an Outlook Email” and one click opened a new Outlook email?

Lead record with custom Outlook email button

Better yet, how about addressed, with our default signature and the curser blinking in the Subject line? Hey, no problem!

With this simple customization, a User can be in the CRM Contact or Lead container, for example, and send an Outlook email without leaving the form. I cannot think of a better bang for the buck customization than this.

An official Xrm Ninja trick at its finest.

It Can't be this Good!

It is not like clicking Reply. If you want previous communication included, Reply from the Outlook Inbox. However, it may be the first communication, especially if it is a Lead. This negates Reply because there is nothing to Reply to.

Also, the User needs to click "Track in CRM" if they want the email tracked. However, again, if it is the first email exchanged, a User would most likely (depends on email settings) have to click "Track in CRM" from Outlook anyway. Furthermore, you may not want it tracked. Six of one, a half dozen of the other.

By the way, if you forget to click "Track in CRM" handle it just like any email sent from Outlook. Simply go into the Sent folder, click on it (highlight it) and click "Track in CRM" from the Outlook CRM toolbar.

No Matter How You Slice the Pie

This is a great shortcut. If a Reply To thread is not required, you are golden. This will save Users from going back and forth between applications, mouse clicks, etc. The best part is how simple the code is.

Interested?

Who can Benefit

Any Company using Microsoft Dynamics CRM that wants to invoke a new Outlook email message from a CRM record such as a Contact or Lead, with the click of a button, will find this very valuable.

How to Get This Solution

This solution is part of our Microsoft CRM Consulting Services. To learn more about how this solution can be deployed for your company, please contact Bill today using the Contact web page (top right tab).

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