Dynamics CRM Phone/Tablet App Features

Dear People,

General features for the CRM 2016 Mobile App:

Productivity Features:

  • Track email from anywhere with new CRM App for Outlook
  • Use Word templates to quickly create the documents your organization depends on
  • Store and manage your private documents in OneDrive for Business, directly from CRM

Mobile Features:

  • View SharePoint documents in CRM for phones and tablets
  • Export data to Excel from CRM for phones and tablets
  • Email a link to a page from CRM for phones and tablets

Service Features:

  • Use surveys to collect feedback from customers
  • New interactive service hub dashboards and forms help you prioritize workloads
  • Reduce case call-handling time with rich knowledge management articles
  • Enable service level agreements (SLAs) on demand

Basic navigation in Dynamics 365 for phones and tablets:

The menu1

When you want to view all of your accounts,

contacts, leads, or other records, use the menu.

Tap the menu icon on the top of the page,

then select the type of record you want to work with.

The Command Bar

  • You can add a new record, change views, or do other tasks from the command bar.
  • Just tap  on the bottom right-hand corner of the page.
  • You can also press and hold an item to display the command bar.


The command bar is context-sensitive, and the available commands change depending on where you are in the app. When you display the command bar for a specific item (when you press and hold the item), the commands that appear are relevant to that item.

The Home page: your dashboards

If you want to use a different dashboard, it’s easy to switch back and forth. Tap Dashboards in the menu and then select the dashboard you want to use. When you want to go back to your Home screen, tap Home.

When you first sign in to Dynamics 365 for phones and tablets, a pane slides in. This is your all-new workspace, a personalized action hub to help you get to common tasks more quickly.

From the workspace, you can instantly create new activities, records, and notes. It features a list of suggested priorities (“intelligent cards”) in the left column. These may include upcoming meetings, info relevant to that day’s activities, and other things that require attention

The workspace also has a list of favorite and recent items. Items that appear in the Recent feed can be added to Favorites by hitting the star icon. You can also click on your profile picture to upload or capture a new one.


Work offline in Dynamics 365 for phones and tablets:

You’ll have one of two possible offline experiences, depending on which one your admin set up:

Seamless mobile offline synchronization. You can view and create records while you’re disconnected from the Internet. Once you’re back online, changes you’ve made are synchronized with Dynamics 365.

– OR –

Offline drafts. This experience is available to everyone. In this case, the mobile apps keep records that you’ve used recently, so you can still access them when you’re disconnected.

You can also capture new information by creating drafts of new records like accounts, contacts, and activities. When you’re connected again, save the records that you created while you were offline.

Your offline experience might look a little different than when you’re connected, because charts and some images aren’t available offline.

Work with offline drafts5

Once you have phone service or Internet

again, tap the offline indicator on your device

to reconnect.

You’ll need to save your drafts to make them available in Dynamics 365 .

You can view and create records offline and save them as drafts. Once you’re reconnected, save them as soon as you can. Unsaved drafts are available only on your mobile device.

1.From the menu, tap Draft Records.

2.Select each record individually, review the record and make any necessary changes, and then tap Save.


A few things to note about offline drafts

  • While offline, you can only create new records. To edit existing records, you need to be connected. However, you can edit records that you created while you were offline.
  • While disconnected, you can only create standalone records or associate records to those that are available for offline access on your device. For example, you can create an opportunity for an account only if that account was created before you went offline, and if it’s available for offline access. You can’t create an opportunity for an account while offline if you also created the account while offline.
  • When you’re offline, you can’t set the value for lookup fields. If you create a record that is associated with another record, such as adding a phone call to a contact, some lookup fields might populate automatically (in this case, the To and From fields might pre-populate). You need to fill these fields in once you re-connect while you review and save your drafts.

Cached data

The records you’ve recently used are kept on your mobile device, and are also known as cached data. Cached data is specific to your device, so if you use both the phone and tablet apps, the cached data on each device will be different, depending on the records you’ve viewed on each one.

Cached data is not encrypted. You can use BitLocker to encrypt the entire hard drive on a Windows 8 or Windows 10 device.

Content sync

Background sync is enabled even when the app is minimized so long as a network is detected. But when the app is in the background, metadata changes will not be accepted automatically. When you bring the app to the foreground, you will be prompted to accept the metadata changes.

Background sync will be disabled if:

  • Your user token expires in the background
  • The application closes for some reason
  • Your device locks

Sync conflict resolution

If multiple entries are made in the same field by offline users (for example, two or more “close by” dates), the conflict is clearly marked and you can choose the correct entry.

When a record has changed on the server between the time when your device retrieved the record and when it tries to update or delete that record, you’ll see an exclamation mark (“!”) by the relevant field, and be able to resubmit your updated changes.

Notes in Dynamics 365 for phones and tablets:

Taking a cue from easy-to-use social media apps, the mobile app now lets you start a note from anywhere, and attach the note to whatever you’re doing at that moment. You can also attach photos to a note, or take a new photo with your device’s camera. So if, for example, you’re out at a site and need to document a customer’s issue with a product, you can capture and add it to a note right away, rather than taking the photo, then adding it from your camera roll later.


Scan barcodes in Dynamics 365 for phones and tablets:

Rather than typing it in manually, you can scan a barcode into any text or number field using your device’s camera. Tap the icon in the right side of the field to launch the scanner, making it easy to capture info about inventory and other issues when you’re out in the field. Note that your admin will need to set this function up for you.


Search and sort in Dynamics 365 for phones and tablets:

To search, tap  on the top of the page, type in the search box, and tap  next to the search box.

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