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Should we synchronize contacts between Outlook and Dynamics 365?
The question comes up early in most introductions, and the answer is no more often than people expect.
The user has personal contacts in Outlook. The CRM contains business contacts. If they are merged, personal contacts will end up in the CRM, and CRM contacts will appear on every employee's phone. Duplicates will also be created when the same person's details differ slightly between the two systems.
Where salespeople need customer numbers and phone numbers to be available in their mobile contact list so they can make calls. In that case, synchronization should be limited to a defined selection — for example, contacts owned by the user — rather than everything.
The App for Outlook and the mobile app provide access to customer information without copying it to the personal contact list. For most users, this meets their needs and avoids the duplicate issue entirely.
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