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When you track a contact in Microsoft Dynamics 365 for Outlook, a copy of that contact record is saved in Dynamics 365 and synchronized with the Outlook record. After your contacts are tracked, you’ll be able to see any email, tasks, appointments, and account records associated with those contacts. You can access the records in Dynamics 365 for Outlook or Dynamics 365.

Tracking contacts in Dynamics 365 for Outlook is a manual process. This gives you the ability to keep your personal contacts separate from your Dynamics 365 contacts. Synchronization of contacts from Dynamics 365 to Dynamics 365 for Outlook is automatic, however. Any contacts that you own in Dynamics 365 will automatically be available in Dynamics 365 for Outlook. If you sync Outlook on your mobile device, you can also access your Dynamics 365 contact records on that device.

  1. In Dynamics 365 for Outlook, choose People in the navigation pane, and then select up to 20 contacts.

    Tip

    If you want to select more than 20 contacts, or if you want to track all your Outlook contacts in Dynamics 365, you can use the Add Contacts wizard. More information: Use a wizard to add and track multiple Outlook contacts in Dynamics 365 for Outlook

  2. To track the contact, do one of the following:

    • To track the contact record without linking it to a parent (account) record in Dynamics 365, on the Home tab, in the Dynamics 365 group, choose Track.

      -Or-

    • To track the contact and link it to a parent (account) record in Dynamics 365, on the Home tab, in the Dynamics 365 group, choose Set Parent, and then search for the parent record in the Look Up Record dialog box. After you find the record you want, choose Add.

      When you choose the Track button or the Set Parent button, a Dynamics 365 pane (also known as the “tracking pane”) appears at the bottom of the contact record. This pane shows that the contact is tracked and provides links to related records. If you choose the Set Parent button, Dynamics 365 for Outlook also provides a link to the parent record. Tell me more about how tracking works

      In Dynamics 365 for Outlook, the Tracked in Dynamics 365 icon trackincrm is displayed next to any tracked contacts.

  3. To add additional information about the contact to the Contact form in Dynamics 365, choose the contact, and then in the Dynamics 365 group, choose View in Dynamics 365.

    Notes

  • To add additional information about the contact to the Contact form in Dynamics 365, choose the contact, and then in the Dynamics 365 group, choose View in Dynamics 365.

  • If the contact is linked to a parent record, you can open the parent record from the Outlook contact record in Dynamics 365 for Outlook. In the contacts list, open the record. In the Dynamics 365 group, choose View Parent (or select the link in the tracking pane).

  • The Company field for an Outlook contact is not automatically added to the parent account of the new Dynamics 365 contact. More information:. Set personal options that affect tracking and synchronization between Dynamics 365 and Outlook or Exchange

Avoiding duplicate contact records

When you track contacts, Dynamics 365 checks for duplicate records. Dynamics 365 also checks for duplicates when you synchronize records manually or go online if you’re been working offline.

If Dynamics 365 detects that a contact might be a potential duplicate, instead of saving the contact, Dynamics 365 displays the Duplicates Detecteddialog box.

Here’s what you need to do if this happens:

  1. In the Potential duplicate records list, double-click or tap the record.

  2. If your new or updated record is not a duplicate, to create the new record, choose Save Record.

    - OR -

    If your new or updated record is a duplicate, to cancel your changes, choose Cancel.

  3. If the duplicate-detection rule identified potential duplicate records in other record types, review records from each record type listed.

Important

Duplicate detection can take place only if duplicate detection is enabled and if at least one duplicate-detection rule exists for the record type.