Dynamics 365 Integration for Gmail User Manual

Table of Contents

Overview

Welcome to the Akvelon “Dynamics 365 Integration for Gmail” user manual. With this guide, you can learn how to install, configure and use Akvelon “Dynamics 365 Integration for Gmail”.

“Dynamics 365 Integration for Gmail” is an extension for Google Chrome, which allows you to create and interact with CRM entities without leaving Gmail. “Dynamics 365 Integration for Gmail” provides ability to do the following things without leaving Gmail:

  • Track emails and conversations into Dynamics CRM
  • Create CRM entities
  • View, filter, sort, search and create CRM activities
  • Synchronize appointments between Dynamics CRM and Google calendar
  • And others

“Dynamics 365 Integration for Gmail” supports both “Dynamics 365 Online” and “Dynamics CRM On-premise”.

 

Installation of Dynamics 365 Integration for Gmail

To get information about the current version, go to chrome://extensions/ in your Google Chrome, version number follows after Dynamics 365 Integration for Gmail in list of extensions.

Figure 1. Version number

Installation steps:

  1. Sign in to Gmail using your Google account. NOTE: to use “Dynamics 365 Integration for Gmail” you have to stay logged into Gmail account.
  2. Open the following link in your Chrome browser.
  3. Click “Add to Chrome” to install 14-day trial (see Figure 2).

Figure 2. “Dynamics 365 Integration for Gmail” extension in the Chrome Web Store

 

Getting started

  1. Open Gmail and log in to your account. If Gmail is already opened and you are logged in, please press Ctrl+F5 on your keyboard in order to refresh page and enable the extension.

When the Gmail page is loaded, the sidebar of “Dynamics 365 Integration for Gmail” will appear on the right side (see Figure 3).

Figure 3. The extension’s sidebar
  1. Open “Settings” tab, select Dynamics CRM Type and enter your Dynamics CRM credentials (see Figure 4) in the “CRM Connection” section:

Figure 4. Setting CRM Connection
  1. Click on Sign in with Google to sign in to your Google Account (see Figure 5). Choose an account and click “Allow” to accept the permissions to get access to Google API (see Figure 6).

Figure 5. Google API Authentication window

Figure 6. Permissions window

NOTE:

  • If you ignore or close this Google API Authentication window the extension won’t work correctly.
  • Google API Authentication is valid about few days and this time managed by Google. When the time is over you need to accept this permission again.
  • If you use third party extensions that open all popups as new tabs, Google authentication permissions will not be applied because currently the extension doesn’t support Google permissions request that is opened as new tab.

Click the CONNECT button. If the credentials are valid the page will be reloaded.

 

Minimum set of CRM privileges to work with the extension

NOTE: The extension fully integrates with Microsoft Dynamics CRM in terms of user’s roles and privileges. However, there is a minimum privileges set which is required for the correct work (contact your CRM administrator for more details):

Main functionality:

  • prvReadOrganization
  • prvReadUser
  • prvReadActivity
  • prvReadEntity (under Customizations tab in edit Role window)
  • prvReadAttribute
  • prvReadRelationship
  • prvReadContact
  • prvCreateActivity
  • prvAppendActivity
  • prvAppendToActivity
  • prvWriteActivity
  • prvDeleteActivity (in order to Untrack emails)

For entity search (e.g. Account):

  • prvReadAccount

To track email against an entity record (e.g. Account):

  • prvAppendToAccount

 

View CRM activities

Click the tab with the bulleted list icon to open your CRM activities. Activities view depends on the values selected in Due, View and Sort By drop down lists (see Figure 7).

Figure 7. CRM Activities

Consider the one Activity Card in more detail (see Figure 8).

Figure 8. Activity Card

To select particular activities, you can use the filter on the top of the “Your Activities” tab. Due dropdown filters the activities by the due date. So, you can select “All” to view all activities regardless of the due date or select certain value, e.g. “Next 7 days or earlier” (see Figure 9).

Figure 9. Due dropdown

To sort activities, you can move the pointer over the icon and select one item of the list. It might be activity type, subject, priority and so on. Also, after clicking for some item you can change the order of the activities view. Just click on arrow on the right side of the item (see Figure 10).

Figure 10. Sort By dropdown

Another ability to filter activities is use the View dropdown list. Move the pointer over the special icon (see Figure 11).

Figure 11. View dropdown list & Search

Then you can check one/several item(s) from the list and the particular activities will appear according to the selected type(s).

If you want to search for the particular activity you can enter your search criteria (subject of the activity) in the search field below the View dropdown, then click on magnifier (see Figure 11).

To create new activity, follow the next steps:

  • Click on CREATE NEW button.
  • Select the type of the activity.
  • Separate browser window with CRM New Activity form will open (see Figure 12). Fill all required fields, click SAVE&CLOSE.
  • Click Refresh button to update view.

NOTE: If created record matches the selected filter options, it will appear in the “Activity” tab.

Figure 12. New CRM activity

 

Tracking of separate appointments

Using this new feature in v6, you can select which appointments and events from Google and CRM calendars to synchronize to avoid synchronization of undesired events. Additionally, you can also select which tasks to synchronize from CRM to Google calendar.

Go to in order to track particular appointments or tasks. As a user, you can sort appointments and tasks by moving the pointer over the icon and select one item of the list. It might be subject, priority, start date, due date. Also, after clicking for some item you can change the order of the appointments view. Just click on the necessary item (see Figure 13).

Figure 13. Sort by dropdown list

Due dropdown filters the activities are filtered by the due date. So you can select “All” to view all activities regardless of the due date or select certain value (see Figure 14).

Figure 14. Due date dropdown list

Another ability to filter appointments and tasks is to use the View dropdown list. Move the pointer over the icon (see Figure 15). Then you can check some items from the list and the particular records will appear according to the selected type(s).

Figure 15. View filter dropdown list

To track appointments from CRM to Google calendar, take the following steps:

  1. Switch to CRM tab.
  2. Select a particular appointment.
  3. Click the “TRACK APPOINTMENT” button (see Figure 16).

Figure 16. Tracking of CRM appointments to Google calendar

As for Google events and tasks, there are three options to track them into CRM:

a) Without regarding field;

b) With regarding field using an existing CRM record;

c) Create a new CRM record and use it as regarding.

 

a) In order to track Google Appointments into CRM without regarding field, take the following steps:

Click the “TRACK EVENT” button to track event directly to CRM without regarding to any Entity (see Figure 17).

Figure 17. Tracking of Google events to CRM

You can also view tracked event by clicking on “Open record in CRM” icon (see Figure 18).

Figure 18. Track Google event after clicking on the “TRACK EMAIL” button

b) If you need to set regarding field for event using existing record in CRM:

  • Click on the “Set Regarding” tab and select CRM Record type. The sidebar will be updated with information about the event (see Figure 19).

Figure 19. Track Google event setting a regarding field
  • Enter search query to find particular record in CRM (type at least 1 character).
  • Click the track icon to track the email against the found record in CRM (see Figure 20).

Figure 20. Track Google event with Set Regarding

c) If you need to set regarding field using new record, which doesn’t exist in CRM:

  • Select CRM entity type from the "Record Type" drop down list, e.g. Contact entity and click the CREATE NEW button (see Figure 21).

Figure 21. Create a new CRM record to track a Google event
  • Separate browser window with CRM New Contact form will open. Fill all required fields and click SAVE or SAVE&CLOSE in CRM.
  • Only new record will appear in the sidebar if search box is empty. If search box contains query - all records which are satisfied to search query will appear after you press SAVE or SAVE&CLOSE in CRM.
  • Click track icon to track selected event against created record.

Figure 22. Track updates of events

NOTE:

  • Those settings you configure in Display settings for appointments will be also applied for appointments in CRM tab.
  • Attendees of appointments will be also automatically synchronized if this option is enabled in Settings.
  • If you would not like to synchronize Google private events, disable the toggle button in Calendar Sync Setting tab (see Figure 23). All previously tracked events will be still displayed.

Figure 23. Sync Private Events from Google toggle
  • If you need to remove tracked records from CRM/Google calendars, click the UNTRACK button.
  • There is the ability to track updates of particular records after they were tracked. Click the “UPDATE EVENT”, “UPDATE APPOINTMENT” or “UPDATE TASK” button in order to do that manually (see Figure 22).
  • In v6 there’s new ability to automatically update particular record in Your Appointments tab when record has been updated in Google Calendar or in CRM. To turn on auto-update functionality, take the following steps:
  1. Open Your appointments tab.
  2. Find a particular record.
  3. Click “Track updates automatically” (see Figure 24). Record will be tracked after that.

Figure 24. Auto-update toggle button
  1. Now all updates of this record will be synchronized between CRM and Google Calendar.

NOTE:

  • If you don’t want to synchronize all updates automatically, turn off auto-update toggle button.
  • The extension doesn’t use background services for auto-updating, so updates will not be applied if you don’t work with Gmail. Next auto-updating will be performed as soon as you start working with Gmail.
  • Auto-updating time interval equals to value from “Select Sync Interval” dropdown list in Calendar Sync Settings tab.
  • If you reinstall the extension, all auto-updating settings will be cleared.

 

Email tracking

There are 3 options to track emails in to CRM:

a) Without regarding field;

b) Set regarding using existing record in CRM;

c) Create new CRM record and use it as regarding.

You can track emails by clicking the quick track icon or by opening email in Gmail. Also you can select the email by ticking checkbox on the left side in Gmail (see Figure 30). In all these cases, tracking tab will automatically open and display the information about the email.

NOTE:

  • V.5 of the extension supports the option to track emails as separate activities.

Figure 25. Track emails as separate activities in Conversation Mode
  • You can monitor actions with tracked emails for particular contacts in Dynamics CRM (Contact => Summary => Timeline).

Figure 26. Actions with tracked emails for particular contacts in Dynamics CRM
  • “Track Mail” tab will be updated only for the last selected email. If you select one more email, info of this last selected email will show in the “Track Mail’ tab.

Figure 27. Updated “Track Mail” tab after clicking on quick track button

Figure 28. Updated “Track Mail” tab after clicking on quick track button inside an email. State 1

Figure 29. Updated “Track Mail” tab after clicking on quick track button inside an email. State 2

Figure 30. Highlighted email is displayed in the “Track Mail” tab

a) Click the “TRACK EMAIL” button to track email directly to CRM without regarding to any entity. The tracking tab will refresh and display new email status. You can also view tracked email by clicking on “Open record in CRM” icon (see Figure 32).

Figure 31. Track email without set regarding

Figure 32. Track email after clicking on the “TRACK EMAIL” button

b) If you need to set regarding field for email using existing record in CRM:

  • Navigate to the “Set Regarding” tab and select CRM Record type.
  • Enter search query to find particular record in CRM (type at least 1 character).
  • Click the track icon to track the email against found record in CRM.

NOTE: You can configure displaying settings and search settings of the records in search results. Please see section Configure Search Results for more details.

Figure 33. Track with Set Regarding

NOTE: You can also use custom entities to track emails against them using Set Regarding option. In order to configure that:

  • Navigate to Dynamics CRM Settings.
  • Go to Customizations.
  • Click on Customize the System.
  • Double click on a necessary Entity from Entities list.
  • Scroll down General tab. Click on Sending Email and Activities option and save changes (see Figure 34).

Figure 34. Add custom entities to track emails using Set Regarding

In order to update the list of entities to track emails against using Set regarding option, please go to Settings => Configure search results => click UPDATE LIST OF ENTITIES button (see Figure 35).

Figure 35. Update list of entities

c) If you need to set regarding field using new record, which doesn’t exist in CRM:

  • Select CRM entity type from the "Record Type" drop down list, e.g., Contact entity and click the CREATE NEW button (see Figure 36).

Figure 36. Create new CRM record
  • Separate browser window with CRM New Contact form will open. Fill all required fields and click SAVE&CLOSE in CRM (see Figure 37).

Figure 37. Separate browser window with CRM New Contact form
  • Only new record will appear in the sidebar if search box is empty (see Figure 38). If search box contains query - all records which are satisfied to search query will appear after you press SAVE&CLOSE.

Figure 38. New CRM record after saving
  • Click track icon to track selected email against created record.

NOTE:

  • If you didn’t log in to the CRM, separate browser window will appear with the authentication form. Please enter your CRM credentials to continue work with Create new record functionality.
  • If you need to remove tracked email from CRM, click the UNTRACK button (this email will be removed from CRM).

In v4 there’s new ability to track updates of particular conversation automatically when new message has been received/sent on/from it. To turn on auto-track replies functionality, do the following steps:

  1. Open email.
  2. Click toggle button under tracking button (see Figure 39).

Figure 39. Auto-track replies toggle button
  1. Now all updates of this email will be tracked in CRM regardless of that kind of operations you perform while working with the extension as a separate activity.

If you don’t want to use auto-tracking for this email anymore, just turn off auto-track replies toggle button.

NOTE:

  • The extension doesn’t use background services for auto-tracking, so updates will not be applied if you don’t work with Gmail. Next auto-updating will be performed as soon as you start working with Gmail.
  • Auto-updating interval is 1 minute by design.
  • If you reinstall the extension, all auto-tracking settings will be cleared.
  • If email contains attachment(s), it will also be tracked to Dynamics CRM. File size should not exceed the limit configured in your CRM (5 MB by default).
  • You can quickly identify if particular email is tracked or not using status of the quick track buttons in Gmail inbox. Each email has a quick track button that shows the status of the email tracking. The red arrow shows that the email is not tracked. The green arrow shows that the email is tracked. The gray icon shows that email status is not yet received (status of the quick track buttons are loaded consistently).
  • If Conversation View mode is on, color of the quick track button for the whole thread will be green with a last tracked email from the thread.
  • If Conversation View mode is off, each email from the thread will have its own quick track button which displays its status (if the email is tracked or not).

Figure 40. Email status (tracked, not-tracked)

 

To-Do List for Gmail

“To-Do list for Gmail” is a new functionality of the Dynamics 365 Integration for Gmail extension which allows to convert important emails into tasks, show them in convenient To-Do list and save directly into Dynamics CRM. Now you can see due dates, priorities and action items for the emails that you've added as tasks and complete them without leaving Gmail.

Creating To-Do Activities

You can create new To-Do activities by clicking on the “Add ToDo” button when you navigate to the email or by opening email in Gmail.

Figure 41. "Add To-Do" button

Figure 42. “Add To-Do” button inside the email

There are three options to create new To-Do activities:

a) Without regarding field;

b) With regarding field using an existing CRM record;

c) Create a new CRM record and use it as regarding.

 

a) In order to create a new activity without regarding filed, take the following steps:

  1. Click on the “Add ToDo" button.
  2. Add the subject of the activity. You can also insert it from the “From” or “Subject” field of the email by clicking on the “Copy” button.

Figure 43. Copy button

Figure 44. Copy options
  1. Add description of the new to-do activity. You can also insert it from the email body by clicking on the “Copy” button (see Figure 45).

Figure 45. "Copy description" button
  1. Set priority (see Figure 46).

Figure 46. Set priority
  1. Select the activity type from the dropdown list (see Figure 47).

Figure 47. Select an activity type
  1. Complete the necessary fields (list of available fields will be updated depending on the activity type).
  2. Set due date and time (See Figure 48).

Figure 48. Set due date & time
  1. Mark this activity as completed if necessary – in this case, activity will be created as complete in Dynamics CRM.
  2. Click the “Save” button.
  3. Activity will be created in Dynamics 365 (see Figure 49).

Figure 49. Activity is created

NOTE: You can also add attendees while creating the appointment. For that, click on the “Set Required Attendees” field and select the necessary contacts: it could be contacts from this particular email, or search contacts in CRM by clicking on the “Search in CRM” button (see Figure 50). Please note that the first contact in the dropdown list is your CRM account.

Figure 50. Set required attendees

b) If you need to set regarding field for the new activity using existing record in CRM:

  1. Click on the “Set Regarding” field (see Figure 51).

Figure 51. Set regarding field
  1. Select a contact from the email if it already exists in Dynamics 365.
  2. Or find the appropriate one using the “Search in CRM” option (see Figure 52): - Select the record type. - Enter search query to find particular record in CRM (type at least 1 character). - Click the “Set” icon to create the activity against a found record in CRM.

Figure 52. Create new To-Do with regarding field

c) If you need to set regarding field using the new record, which doesn’t exist in CRM:

  1. Select a CRM entity type from the "Record Type" drop down list, e.g. Contact entity and click the CREATE NEW button (see Figure 53).

Figure 53. "CREATE NEW” button
  1. Separate browser window with CRM “New Contact” form will open. Fill all required fields and click SAVE&CLOSE in CRM.
  2. Only new record will appear in the sidebar if search box is empty. If search box contains query - all records which are satisfied to search query will appear after you press SAVE&CLOSE.
  3. Click the “Set” icon to create the new activity against a created CRM record.

NOTE: If you have created several activities from the particular email earlier, it is possible to view them by clicking on the “Related Activities” button (see Figure 54).

Figure 54. Related Activities

Viewing To-Do Activities

Click the tab to open your To-Do List (see Figure 55). Activities view depends on values selected in Due, View and Sort By dropdown lists.

Figure 55. To-Do List

Figure 56. To-Do card

You can also use the search box to find a particular To-Do activity by clicking on the special button (see Figure 57).

Figure 57. Search box

To select particular To-Do activities, you can use the filter on the top of the “To-Do List” tab. Due dropdown filters the activities by the due date. So, you can select “All” to view all activities regardless of the due date or select certain value, e.g. “Today or earlier” (see Figure 58).

Figure 58. “Due” dropdown

To sort To-Do activities, you can move the pointer over the icon and select one item of the list. It might be activity type, subject, priority and so on. Also, after clicking for some item you can change the order of the activities view. Just click on arrow on the right side of the item (see Figure 59).

Figure 59. "Sort By" dropdown

Another ability to filter activities is use the View dropdown list. Move the pointer over the grey arrow icon (see Figure 60).

Figure 60. "View" dropdown

 

LinkedIn Integration (for Dynamics 365 Online only)

LinkedIn Integration is a new functionality of the Dynamics 365 Integration for Gmail extension which allows adding Contacts and Accounts from LinkedIn to CRM and updating existing ones in CRM with new information available in LinkedIn in one click!

Add Contacts from LinkedIn to CRM

  1. Go to LinkedIn from Gmail (see Figure 61).

Figure 61. Open "LinkedIn Integration" tab
  1. Open any LinkedIn Contact.
  2. The sidebar will be updated with information about this Contact available on their LinkedIn page:
  • First name and Last name
  • Position
  • Company
  • Email
  • Phone number
  • Address

As a user you can also add some notes (see Figure 62).

Figure 62. LinkedIn Integration tab

NOTE:

  • If the Account with the same name was found in Dynamics 365, it will be automatically added to the “Company” field.
  • If more than one Account with similar name was found in CRM, you will be notified about it and suggested to select one of them in order to avoid creation of duplicated Accounts.
  • All fields are editable. But once you start editing the “Company” and “Name” fields, search of the Accounts and Contacts with the similar name will be performed in CRM, and search results will be displayed in the dropdown list.

There are two options to add Contacts from LinkedIn to CRM:

a) Create a new Contact or Lead;

b) Update the existing in CRM Contact/Lead with data from LinkedIn.

a) In order to create a new Contact/Lead from LinkedIn in Dynamics 365, take the following steps:

  1. Select a record type from the dropdown list you would like to create in CRM: Contact or Lead.

  2. If you select Lead, complete the “Topic” required field (you can click on the “Copy” button above it to automatically fill it out with the Contact and company’s names).

Figure 63. Copy Contact's name and Account
  1. Click on the “ADD TO CRM” button (see Figure 64).

Figure 64. Add Contact to CRM

b) If the Contact with the same name already exists in CRM, you will be suggested to update it with information available in LinkedIn

  1. For that, select one of the suggested Contacts from the dropdown list (see Figure 65).

Figure 65. Possible duplicated Contacts&Accounts
  1. Click on the “UPDATE IN CRM” button and the Contact will be updated with new information from LinkedIn (see Figure 66).

Figure 66. Update a Contact in CRM
  1. If you don’t select any Contact, you will be able to create a new one with such name by clicking on “ADD TO CRM”.

Figure 67. Contact is added/updated in CRM

Once a Contact/Lead is added to CRM, you can open it by clicking on the “Open in CRM” button or on the name of this Contact/Lead in the “Name” field that is a hyperlink. The Account can be also opened separately when you click on the Account’s name. In order to delete the record from CRM, click on the “Trash” icon.

Update Contacts in CRM

If you created the Contact/Lead from LinkedIn in CRM using our tool and sometime later you will open this Contact in LinkedIn again, you will be notified if any new information for this Contact is available and suggested to save it into CRM.

  1. Those fields for which new information is available will be highlighted in red (see Figure 68).

Figure 68. Fields for which new information is available in LinkedIn
  1. You can update data for all such fields at once by clicking on “UPDATE DATA” or only for particular ones clicking on “COPY” buttons inside these fields.
  2. Once fields are updated, they will be highlighted in green (see Figure 69).

Figure 69. Updated with new information from LinkedIn
  1. In order to save these changes to Dynamics 365, click on “SAVE CHANGES”.

NOTE:

  • In order to update the photo, you should click on the “UPDATE” button on the photo.
  • If you don’t click on “SAVE CHANGES” and open another profile in LinkedIn, the changes you made will not be saved to CRM.

Add Accounts from LinkedIn to CRM

With the help of this new feature, you can easily create new Accounts from LinkedIn in CRM. There are three options to create new Accounts from LinkedIn in CRM:

  1. Open a company’s profile on LinkedIn and save data to CRM.
  2. Link the existing in CRM Account to the Account in LinkedIn and update it with new data from LinkedIn if applicable.
  3. New Accounts will be automatically created in CRM with adding a Contact from LinkedIn to CRM.

Let us consider the entire workflow.

a) In order to create a new Account from LinkedIn in Dynamics 365, take the following steps:

  1. Open a LinkedIn profile of the company.
  2. The sidebar will be updated with information about this Account available on the LinkedIn page:
  • Company’s name
  • Website
  • Address

As a user you can also add some notes into the description field manually or copy them from LinkedIn by clicking on the “Copy” button (details from the “About” section in LinkedIn will be copied here).

Figure 70. Add Account to CRM
  1. Click “Add to CRM” button in order to add the Account to CRM.

NOTE:

  • If more than one Account with similar names were found in CRM, you will be notified about it and suggested to update one of them in order to avoid creation of duplicated Accounts.
  • All fields are editable. But once you start editing the “Name” field, search of the Accounts with the similar name will be performed in CRM, and search results will be displayed in the dropdown list.

b) If the Account with the same name already exists in CRM, you will be suggested to update it with information available in LinkedIn and link to the LinkedIn Account.

  1. For that, select one of the suggested Accounts from the dropdown list (see Figure 71).

Figure 71. Possible duplicated Accounts
  1. Click on the “UPDATE IN CRM” button to link the CRM Account to LinkedIn Account and update it with information from LinkedIn (see Figure 72).

Figure 72. Update Account in CRM
  1. If you don’t select any Account, you will be able to create a new one with the same name by clicking on “ADD TO CRM”.

Figure 73. Account is added/updated in CRM

c) When you add a new Contact from LinkedIn to CRM, that company this Contact is employed with will be automatically created in Dynamics 365 as a separate record.

NOTE: In case you create a Lead, Account will not be created as a separate record in CRM. However, company’s details (name, address, website) will be automatically copied to the Lead’s form in CRM.

Once the Account is added to CRM, you can open it by clicking on the “Open in CRM” button or on the name of this Account in the “Name” field that is a hyperlink.

Update Accounts in CRM

If you previously created the Account from LinkedIn in CRM using our tool and sometime later you will open this Account in LinkedIn again, you will be notified if any new information for this Account is available and suggested to save it into CRM.

  1. Those fields for which new information is available will be highlighted in red (see Figure 74).

Figure 74. Fields for which new information is available fields from LinkedIn
  1. You can update data for all such fields at once by clicking on “UPDATE DATA” or only for particular ones clicking on “COPY” buttons inside these fields.
  2. Once fields are updated, they will be highlighted in green (see Figure 75).

Figure 75. Updated with new information in LinkedIn
  1. In order to save these changes to Dynamics 365, click on “SAVE CHANGES”.

NOTE:

  • In order to update the logo with a newer one, you should click on the “UPDATE” button on the logo itself.
  • If you don’t click on “SAVE CHANGES” and open another profile in LinkedIn, the changes you made will not be saved to CRM.

Create new activities for Contact/Lead/Account

Once you add new Contacts/Leads/Accounts from LinkedIn to CRM, you will have the opportunity to create new activities for them by clicking on the “Add New Activity” button at the bottom of the tab or on quick create activities buttons (Task, Phone Call, Email) on the top of the tab.

Figure 76. Create new activities buttons

There are several options to create new activities:

a) Against a newly created Contact/Lead/Account as a regarding record;

b) Without a regarding field;

c) Create the activity against the existing CRM record;

d) Create a new CRM record and use it as regarding.

 

a) In order to create a new activity against a newly created Contact/Lead/Account take the following steps:

  1. Click on the “Add New Activity” button at the bottom of the tab or on quick create activities buttons (Task, Phone Call, Email) at the top of the tab. The to-do form will be opened.
  2. Add the subject and description of the activity.
  3. Set priority (see Figure 77).

Figure 77. Set priority
  1. Select the activity type from the dropdown list (see Figure 78). If you use quick create activities buttons, this field will be already completed by that type of activity you selected.

Figure 78. Select a type of activity
  1. Complete the necessary fields (list of available fields will differ depending on the activity type).
  2. Set a due date and time.
  3. Mark this activity as completed if necessary – in this case, activity will be created as complete in Dynamics CRM.
  4. Click the “Save” button.

NOTE:

  • In this case the regarding field will be automatically completed with information about that newly created Contact/Lead/Account.
  • You can also add attendees while creating the appointment. For that, click on the “Set Required Attendees” field and select the necessary Contacts: it could be Contacts from this particular email, or search Contacts in CRM by clicking on the “Search in CRM” button (see Figure 79).

Figure 79. Search records in CRM

b) In order to create a new activity without regarding field, take the following steps:

  1. Go to the “To-Do List” tab.
  2. Click on the “Add New Activity” button. Activity creation form will be opened (see Figure 80).

    Figure 80. "Add New Activity" button
  3. Complete the form the same way as described above.
  4. Click on the “Save” button.

c) If you would like to create the activity against the existing CRM record, take the following steps:

  1. Go to the “To-Do List” tab.
  2. Click on the “Add New Activity” button. Activity creation form will be opened.
  3. Complete the form the same way as described above.
  4. Click on the “Set regarding” field.
  5. Find the appropriate record using the “Search in CRM” option (see Figure 81).

Figure 81. "Search in CRM" button
  1. Select the record type.
  2. Enter search query to find particular record in CRM (type at least 1 character).
  3. Click the “Set” icon to create the activity against a found record in CRM (see Figure 82).

Figure 82. "Set" icon

d) If you need to set regarding field using the new record, which doesn’t exist in CRM, please proceed as follows:

  1. Select a CRM entity type from the "Record Type" drop down list, e.g. Contact entity and click the CREATE NEW button (see Figure 83).

Figure 83. Create a new record in CRM
  1. Separate browser window with CRM “New Contact” form will open. Fill all required fields and click SAVE&CLOSE in CRM.
  2. Only new record will appear in the sidebar if search box is empty. If search box contains query - all records which are satisfied to search query will appear after you press SAVE&CLOSE.
  3. Click the “Set” icon to create the new activity against a created CRM record.

NOTE: If you have created several activities for the particular Contact/Lead/Account, it is possible to view them by clicking on the “Related Activities” button (see Figure 84).

Figure 84. View related activities

View To-Do Activities

Click the tab to open your To-Do List inside LinkedIn (see Figure 85).

Figure 85. To-Do List

Activities view depends on values selected in Due, View and Sort By dropdown lists.

Figure 86. Activity card

You can also use the search box to find a particular To-Do activity by clicking on the search button (see Figure 87).

Figure 87. Search box

To select particular To-Do activities, you can use the filter on the top of the “To-Do List” tab. Due dropdown filters the activities by the due date. So, you can select “All” to view all activities regardless of the due date or select certain value, e.g. “Today or earlier” (see Figure 88).

Figure 88. “Due” dropdown

To sort To-Do activities, you can move the pointer over the icon and select one item of the list. It might be activity type, subject, priority and so on. Also, after clicking for some item you can change the order of the activities view. Just click on arrow on the right side of the item (see Figure 89).

Figure 89. "Sort By" dropdown

Another ability to filter activities is use the View dropdown list. Move the pointer over the icon (see Figure 90).

Figure 90. "View" dropdown

 

Configuring “Dynamics 365 Integration for Gmail”

CRM Connection

Enter Dynamics CRM URL, username and password you use to login to CRM to connect the extension with your CRM. Please make sure that “Online” mode is enabled in the Dynamics CRM Type section if you use Online Dynamics CRM (see Figure 91). Then click CONNECT button.

Figure 91 “CRM Connection” section in the Settings

If you use On-premise Dynamics CRM – choose “On-premise” option. In case of NTLM authentication schema of your CRM organization, you have to allow additional permissions (see Figure 92) and select organization (see Figure 93).

Figure 92 Additional required permissions

Figure 93 Selecting organization

In case of ADFS authentication schema of your CRM organization, you have to click on APPLY PERMISSIONS button (see Figure 94).

Figure 94 Apply permissions

NOTE:

  • Each CRM connection (CRM URL, CRM username and password) for one Gmail account requires a separate license seat. It means: a. If you sign in new Gmail account using current CRM connection, license seat will be occupied; b. If you sign in current Gmail account using new CRM connection, license seat will be occupied.
  • After switching between different Gmail accounts the current CRM connection will be reset (see Support multiple Gmail boxes for more details).

Support multiple Gmail boxes

If you logout from your work Gmail box to home/personal (or other) Gmail box, extension treats this case as a situation that requires Chrome account re-login and Connection re-save.

Assume that your CRM connection is set up for the one Gmail box. You want to work with your another Gmail box. Consider the following general workflow:

  • Sign out current Gmail box.
  • Sign in another Gmail box.
  • After credentials prompt click on arrow tab of the extension panel.
  • You’ll see the red text about you signed-in with Gmail account which is not configured to work with extension (see Figure 95). Make sure your current Gmail account is equal to the value in Google Account field. Click Google Account field to change it.

Figure 95 CRM Connection after Gmail inbox change
  • If current Gmail account is equal to Google account value, click on CONNECT (If this account was not registered before, additional license seat will be occupied).
  • Settings will be applied for the new Gmail inbox after reload.

Calendar Synchronization

The extension supports two-way synchronization of appointments between CRM and Google calendar.

Configure Calendar sync functionality:

  1. Click “Settings” tab and expand “Calendar Sync” section.
  2. Select Google Calendar which will be used for sync in the “Select Google Calendar” dropdown list (Primary is by default).
  3. Select sync interval in the “Select Sync Interval” dropdown list (how often sync will be performing in background).
  4. Select sync start time.
  5. Enable “Sync Gmail to CRM” toggle button to turn on sync from Google calendar to Dynamics CRM.
  6. Enable “CRM to Gmail” toggle button to turn on sync from CRM to Google calendar.

As an option, click the SYNC NOW button to start synchronization immediately.

NOTE:

  • Current version of the extension allows to synchronize events created 1 month, 2 months and 3 months ago or from the current date&time till the end of the next month will be added from your CRM account into your Google calendar.
  • Once you enable toggle, synchronization will start automatically at the time displayed in “Next Sync” field.
  • “Last Sync” shows the time of the latest synchronization.
  • If you want to turn off synchronization of private events from Google Calendar, disable Sync Private Events from Google toggle (see Figure 96). This toggle is enabled by default.
  • If you want to turn on synchronization of tasks from Dynamics CRM, enable “Sync of Tasks from CRM” toggle (see Figure 96). This toggle is disabled by default.

Figure 96 Calendar Sync setting
  • In order to synchronize tasks from CRM, the following requirements should be met: you should be their owner in CRM these tasks should not be completed or canceled these tasks should have a due date.
  • Start date of the synchronized task in Google calendar will be equal to Due date of this task in CRM. Please note that if you change the due date of the task in CRM to a later day, it can lead to that this task can become a several-days event in Google calendar with the next synchronization.

NOTE: The extension doesn’t use background services for synchronization, so your appointments will not be synchronized if you don’t work with Gmail. Next sync will be performed as soon as you start working with Gmail. Now our extension supports two-way appointment attendees’ synchronization. That means you can add participants to your appointment in CRM (as well as in Google calendar) and this information will be up-to-date in CRM and in Google calendar. You can also synchronize all contacts of attendees or only those ones which already exist in Dynamics CRM. To add CRM participants, follow the next instructions:

  • Open existing appointment in CRM or create new one.
  • Choose contacts from the list opposite the “Required” or “Optional” field.
  • Fill all remaining required fields (see Figure 97).
  • Save changes.
  • Return to Gmail and click on SYNC NOW button.

Figure 97 Attendees sync. Add participants in CRM

As soon as you navigate to Google calendar and open just synced record you notice the participants list contains email addresses of CRM contacts that has been added in CRM. Refresh the page to see contacts’ full name instead of email address (see Figure 98). You can also do vice versa: create/update Google event by adding email addresses in the Participants list and this event will be updated in CRM.

Figure 98 Attendees sync. View participants in Google calendar

NOTE:

  • Contact, Account, Lead and User CRM entities are supported for the attendees’ sync.
  • If there are no contacts found by email in Google then appropriate Google contacts will be created.
  • If there are no CRM entities (Contact, Account, Lead, User) found then new CRM contact will be created.

Configure Search Results

Using this new feature in v4, you can configure search results cards in Set Regarding tab as well as search settings by CRM records.

When you track email with regarding record, you select email for track, switch to Set Regarding tab in sidebar, choose Record Type (e.g. Contact) and search by the word of existing record. The found item is a CRM record card.

You can configure fields that are displayed in CRM record cards if you open Display Settings popup window in Configuration Search Settings and select the fields.

Let us consider entire workflow.

  1. Navigate to “Settings” tab, then expand “Configure Search Results” section.
  2. Click on DISPLAY SETTINGS button – configuration popup window will be displayed (see Figure 99).

Figure 99 Configuration Search Results: Display Settings
  1. Select Record Types in Manage Record Types dropdown list if needed (see Figure 100).

Figure 100 Manage Record Types dropdown list

Manage Record Types dropdown list contains all entities that are available for your CRM. You can narrow down the list to select certain entities instead of all. Entities that was selected in Manage Record Types dropdown list will be available for next configurations.

  1. Choose record type in appropriate dropdown list located below (see Figure 101).

Figure 101 Record Type dropdown list
  1. Select the field from the left list and move it to right side.

Left side contains all available fields for selected entity. Right side includes fields that are displayed in search results. There are predefined fields configured for displaying by default, but you can change this set using several options described below.

Single selection to add/remove fields:

  • Double click on a field to move it to right/left side.
  • Select field in left list and then click on right/left arrow icon (see Figure 102).

    Figure 102 Left/right arrows to move fields

Multiple selection to add/remove fields:

  • Hold the CTRL key and click the fields in a list. If you want to select fields that are adjacent, you can do it using SHIFT key. Just click on first field, press the SHIFT and hold it, then click last field and release the SHIFT key. Click on right/left arrow icon to add/remove fields to configure display settings for search results.
  1. Click SAVE button, all changes will be applied for Record Type dropdown in “Set Regarding” tab.

NOTE:

  • Support only 5 types of CRM fields: Option Set, Single Line, Multiple Line, Lookup, Date and Time.
  • Support custom entities for configurations.
  • You can configure up to 5 fields for each entity. If you try to add more than 5 fields, you notice message about this limitation.
  • You can change the order of displayed fields in record card, just click arrows up/down in the right side of configuration window.
  • If you want to reset all changes in scope of display configurations of search results, you can click RESET button. Settings will be restored to their original defaults.

You can also configure Search Settings to search by certain fields of CRM records in “Set Regarding” tab. The approach is the same as for Display Settings:

  1. Navigate to “Settings” tab, then expand “Configure Search Results” section.
  2. Click on SEARCH SETTINGS button – configuration popup window will be displayed (see Figure 103).

Figure 103 Configuration Search Results: Search Settings
  1. Choose record type in appropriate dropdown list.
  2. Select the field from the left list and move it to right side.
  3. Click SAVE button, all changes will be applied for Record Type dropdown in “Set Regarding” tab.

NOTE:

  • Support only 4 types of CRM fields: Option Set, Single Line, Multiple Line and Lookup.
  • You can configure up to 5 fields for each entity. If you try to add more than 5 fields, you notice message about this limitation.
  • If you want to reset all changes in scope of search configurations of search results, you can click RESET button. Settings will be restored to their original defaults.

Configure CRM activities

You can configure fields that are displayed for each activity in “Your Activities” tab if you open Display Settings popup window in Configuration Activities View and select the fields.

Let us consider entire workflow.

  1. Navigate to “Settings” tab, then expand “Configuration Activities View” section
  2. Click on DISPLAY SETTINGS button – configuration popup window will be displayed (see Figure 104)

Figure 104 Configure Activity Cards: Display Settings
  1. Select Activity Types in Manage Activity Types dropdown list if needed (see Figure 105).

Figure 105 Manage Activity Types dropdown list

Manage Activity Types dropdown list contains all activities that are available for your CRM. You can narrow down the list to select certain activities instead of all. Activities that was selected in Manage Activity Types dropdown list will be available for next configurations.

  1. Choose activity type in appropriate dropdown list located below (see Figure 106).

Figure 106 Activity Type dropdown list
  1. Select the field from the left list and move it to right side

Left side contains all available fields for selected activity. Right side includes fields that are displayed in activity cards. There are predefined fields configured for displaying by default, but you can change this set using several options described below.

Single selection to add/remove fields:

  • Double click on a field to move it to right/left side.
  • Select field in left list and then click on right/left arrow icon (see Figure 107).

Figure 107 Left/right arrows to move fields

Multiple selection to add/remove fields:

  • Hold the CTRL key and click the fields in a list. If you want to select fields that are adjacent, you can do it using SHIFT key. Just click on first field, press the SHIFT and hold it, then click last field and release the SHIFT key. Click on right/left arrow icon to add/remove fields to configure display settings for search results.
  1. Click SAVE button, all changes will be applied for activity type which you updated in “Your Activities” tab.

NOTE:

  • Support custom activities for configurations.
  • You can configure up to 8 fields for each activity. If you try to add more than 8 fields, you notice message about this limitation.
  • You can change the order of displayed fields in record card, just click arrows up/down in the right side of configuration window.
  • If you want to reset all changes in scope of display configurations of search results, you can click RESET button. Settings will be restored to their original defaults.

Auto-expand sidebar

This feature allows you to use default Gmail functionalities without extension. This setting is enabled by default, “Track Email” tab will be opened automatically when you select or open email. To enable/disable current feature follow the next steps:

  • Click “Settings” tab.
  • Expand “General Settings” section.
  • Use “Auto-expand sidebar” toggle button to enable/disable this functionality (see Figure 108).

Figure 108 Auto-expand sidebar

Synchronization of Email Contacts

v.5. of the extension also supports option to automatically create new Contacts from the tracked emails. Please note, if there’s no permission to read CRM contacts, new contacts will be created in CRM (see Figure 109).

Figure 109 Synchronization of Email Contacts

Tracking of attachments

The extension also supports option to add attachments to CRM from the tracked emails. Please note, this setting is enabled by default. To enable/disable current feature follow the next steps:

  • Click “Settings” tab.
  • Expand “General Settings” section.
  • Use “Tracking attachments” toggle button to enable/disable this functionality (see Figure 110).

Figure 110 Tracking attachments

 

Import/Export Configuration File

Administrator can configure the application settings once and send pre-defined configuration to other end-users. Configuration file contains Calendar Sync, Search Results Configuration, Activities View Configuration and Activities tab settings.

Follow the next steps:

  • Configure settings for extension.
  • Click the EXPORT CONFIG FILE button to download configuration file.
  • Share this file with the other users.
  • Other users can apply settings by uploading predefined file (click the APPLY CONFIG FILE button).

NOTE: Before applying configuration file, make sure you have entered CRM credentials in the Connection section.

Figure 111 Import/Export Configuration File

 

Buying app subscription

  • Open “Settings” tab, expand “Contact Sales and Support” section and click the REQUEST A QUOTE button.
  • Fill out opened dialog and click “SUBMIT” button.
  • Akvelon sales will contact you shortly.

Figure 112 Request a quote form

NOTE: This option allows you to select number of seats in your organization and buy the subscription using wire-transfer or company bank card (not the personal ones).

 

Remove the extension from Chrome

  1. Go to: chrome://extensions/ via Google Chrome.
  2. Find “Dynamics 365 Integration for Gmail” in the extensions list.
  3. Click the recycle icon.

Figure 113 “Dynamics 365 Integration for Gmail” in Chrome Extensions List

 

Troubleshooting

Connection issues

You see “Need admin approval” notification. You may see the Dynamics 365 notification with request to provide users with admin approval to use the extension. It will look like this:

Figure 114 "Need admin approval" notification

In order to grant this permission, please send the following instructions to your Dynamics 365 admin (please refer to “Configure user consent settings from the Azure portal” section).

License has been expired

If your license is expired, you will see the following dialog window and won’t be able to use extension’s features.

Figure 115. License’s update dialog

You can check your expiration date in the “About” section of the “Settings” tab. Also there are User Manual and List of Changes buttons. You can find out all new features that were added to the new version of extension in the List of Changes.

Figure 116 License’s expiration date in the “About” section

All seats are occupied

This message means that your license doesn’t allow to add new users. Contact gmail.support@akvelon.com to request extension.

Figure 117 License’s all seats are occupied dialog

Extension doesn’t work and there are no any error popups

If extension’s features are not available and response time is more than 10 seconds, please, check if the following requirements are met:

  1. You passed Google API Authentication with your Gmail account
  2. Your license is not expired
  3. Your Microsoft Dynamics CRM is available, make sure you can login and use it
  4. CRM connection settings are configured correctly
  5. You have enough permissions to work with the extension (see Minimum set of CRM privileges to work with the extension)

If you still experience a problem, please contact our support team via gmail.support@akvelon.com.

 

Contact support

If you are experiencing any problems with the extension, open “Settings” tab, expand “Contact Sales and Support” section and click “CONTACT SUPPORT” button to send email with log file to our support team. You can also provide us with description of your issue and attach screenshot for more details (see Figure 119). We will respond shortly.

Figure 118 “Contact Sales and Support” section

Figure 119 Contact Support form

NOTE: Log file does not contain any personal information such as email address or email body.

 

Feedback

If you have any questions, experience problems or have general comments/suggestions, please feel free to contact us: gmail.support@akvelon.com.

The Akvelon team encourages and appreciates feedback about “Dynamics 365 Integration for Gmail” on the page of extension in the Chrome Store.