Microsoft Exchange - Administrator Guide | Online Help - Zoho CRM

Microsoft Exchange - Administrator Guide

Microsoft Exchange is email and calendar server software that comprises a collection of applications for digital messaging and collaboration. The applications include email services, scheduling events, contact management, task management, messaging, and document sharing. In addition, the storage and security features let the organizations archive content, perform searches, and execute compliance tasks. With the Microsoft Exchange extension for Zoho CRM, you can synchronize information between the Microsoft Exchange server and the Zoho CRM in real time, and access that information within Zoho CRM.


Permission Required: Administrator
Available in: Zoho CRM Enterprise and above


Before installing the extension, the system administrator (who has access to the Microsoft Exchange server) must enable the following options in the server to render the extension's compatibility with Zoho CRM:
  1. Enable Exchange Web Services (EWS) on an SSL connection.
  2. Enable Basic Authentication on the MS exchange server.

Setting up impersonation in Microsoft Exchange server

When the administrator has enabled the server with impersonation, the users under that administrator don't need to authorize. Instead, they will be directed directly to the dashboard. Otherwise, authorization with Microsoft credentials is required. Click here to learn more about the impersonation.

To enable the impersonation feature
  1. Log in to the Microsoft Exchange server.
  2. Open Exchange Management Shell and execute the following command:
    C:\Windows\system32>New-ManagementRoleAssignment - Name: newimpersonationAssignmentName - Role:ApplicationImpersonation -User:user1
In this command, Name refers to any user-defined name for the impersonation operation, and User refers to the name of the user who needs access to the impersonation option. For more information,   click here .
Note: The extension is supported in Microsoft Exchange Server 2007/2010/2013/2016/2019 and Office 365 applications only.

Installing the extension

To install the extension
  1. Go to Setup > Marketplace > All.
  2. Click All Extensions and select MS Exchange Sync.
  3. Click Buy Now.
    You will be redirected to the payments page, where you can purchase the extension. Once the payment is done, a new page will open.

  4. Click Install.
  5. Agree to the Terms of Service and click Continue.
  6. In Choose Users/Profiles, select either of the following:
    1. Install for admins only
    2. Install for all users
    3. Choose profiles
      All the profiles created in CRM will be listed here.

  7. Click Confirm.
The extension will be installed for the selected users.

Authorizing the extension

Once the extension is installed, a custom tab called MS Exchange Sync will be added in your CRM account. From here, you can authorize your Microsoft Exchange account and set up synchronization options. You can sync your data in two ways: with or without impersonation.
The impersonation settings can be done only once in Zoho CRM and cannot be changed later (The page will not be shown again once opted).

To authorize and set up the synchronization
  1. In your CRM account, click the MS Exchange Sync custom tab.
  2. In Account Details, enter the email address, password, and domain name for your Microsoft Exchange account.
  3. Click Submit.

  4. Choose an option to sync data:
    1. For With impersonation, click Enabled impersonation option in Exchange
    2. For Without impersonation, click Individual Microsoft Exchange credentials
  5. Click Save.

Note: Once saved, the synchronization settings cannot be changed.

Setting up synchronization

Once the synchronization options are set up in CRM and Microsoft exchange server, you can start syncing the contacts, events, mails, and tasks between Zoho CRM and MS Exchange.

To synchronize data
  1. In Zoho CRM, click MS Exchange Sync web tab.
  2. In Microsoft Exchange, click Sync Now.

  3. In Sync settings, do the following:
    Click Yes or No on the items you want to sync.
    1. Sync Contacts.
    2. Sync Tasks.
    3. Sync Events.
    4. Sync Mails.
    5. In Sync Type, select either One Way or Two-Way.
    6. In Sync Behaviour, select either Microsoft Exchange to CRM or CRM to Microsoft Exchange.
    7. Select Conflict behaviour from the drop-down list.
      1. CRM always wins: CRM data will be considered if a conflict occurs.
      2. Microsoft Exchange always wins: CRM data will be overwritten by MS Exchange data.
  4. Click Save.
    Data synchronization will take place as per the defined sync settings.
  5. Once the synchronization is complete, you'll see the sync details in your MS Exchange dashboard in CRM.

Managing users

Once the sync settings are set up, the data synchronization will happen as per the sync settings and schedule. In User Management, your Sync Status will be marked as Success, by default. To sync other users' profiles, you will have to choose them manually.
To manage users:
  1. In Zoho CRM, click MS Exchange Sync web tab.
  2. Click  icon and select Manage Users.
    All the users in your account will be listed.

  3. Select the users whose data needs to be synced.
  4. Click Sync.
    Only the active users' data will be synced.

Scheduling meetings and appointments

You can create schedules, set tasks, plan meetings with your team, and manage appointments from the MS exchange dashboard in your CRM account. 

To schedule a meeting
  1. Click MS Exchange Sync web tab.
  2. Click New.
  3. Select Schedule Meeting or Schedule Appointment from the drop-down list.

  4. Provide a Subject for the meeting.
  5. Click See availability to view the availability of the added leads.
  6. Enter the Location, Start and End time of the event.
  7. Check Reminder to send reminders to the attendees.
  8. Choose the time for the reminder to be sent.
  9. Click Schedule.

Accessing emails

The emails from the Microsoft Exchange server will be synced and displayed under the related list 'Emails' in Zoho CRM. Once synced, you can handle all your emails from within the Zoho CRM. All further emails sent and received will be in sync between the Zoho CRM and Microsoft Exchange as per the sync settings.
Note: The email sync feature will work only if the SalesInbox feature is not being used already.
To access emails:
  1. In your CRM account, click on ContactsLeads, Accounts or Deals modules.
  2. Open a record in the list.
  3. All the emails corresponding to the record will be displayed under the 'Emails' related list.

Updating your password

If you change your password for Microsoft account in the server, you can update the same anytime in Zoho CRM.
To update your Microsoft Exchange account password
  1. In Zoho CRM, click MS Exchange Sync web tab.
  2. In Microsoft Exchange, click the  icon and select Update Password.

  3. In the pop-up, enter your new password.
  4. Click Save.

    Your new password will be updated.

Uninstalling the extension

You can uninstall the extension whenever required. When you uninstall the extension, the MS Exchange custom tab will be deleted from your CRM account. Uninstallation will only cease further synchronization of data. The data that is already synced will be retained as is.

To uninstall the extension
  1. Go to Setup > Marketplace > All.
  2. Click Uninstall.
  3. Click OK.

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