Customization, Knowledge Base Folders missing from CRM for Outlook 4.0 following upgrade

Microsoft Dynamics CRM 4.0 for Outlook now has access to the areas that were only available from the web client with 3.0. These areas include Knowledge Base articles and the customization area of settings.

After we upgraded our environment, these areas were not available from Outlook. Upon investigation, the issue was the sitemap. In the upgrade process, the 3.0 sitemap is converted to 4.0. Since these areas were set in 3.0 to only display in the web client, they were not available for us in 4.0 Outlook.

To fix this, follow these steps:

1. Export the Sitemap
2. Open the sitemap.xml file in your xml editor of choice.
3. Look for any lines that include "Client="Web"

1. Change these lines to "Client="All"
2. Save changes, import sitemap to CRM, and publish customizations.

    

   These areas should now be available from Outlook. You will need to close Outlook, Disconnect from CRM in task bar, and restart Outlook before you will see the changes take effect.

    

   

Comments

[Neil Benson]

Thanks for this post Joel. I knew that several of the "web only" features were now available in CRM 4.0, but I couldn't figure out why I couldn't see them in the Outlook client, or the web client if the Outlook client was opened first. But you're blog enabled me to fix it without looking foolish and having to ask one of our CRM consultants to do it. Our internal CRM system has been through CTP2 and CTP3 so it's amazing the bits that still don't work - all the standard form sections and tab labels have disappeared!