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Mobile offline synchronization allows Dynamics 365 for Phones App users to edit records without an existing Internet connection. In many cases, field service employees without an Internet connection are prevented from working productively in the system. Whether for a longer period in a rural region or with short interruptions in the elevator or the subway. With mobile offline synchronization, field service staff can create, edit, update or delete records at any time. All applications in Dynamics 365 for Customer Engagement support mobile offline synchronization.

Mobile Offline Synchronization Dynamics 365

 

How Does Mobile Offline Synchronization Work?

The offline data is periodically updated on the device to ensure that the user always has access to the latest changes in the CRM system. The status and time of the last data update on the mobile device can be checked at any time. In offline mode it is possible to create, edit, update or delete records. As soon as the device is online again, all changes made in offline mode are automatically synchronized with the Dynamics 365 server without any additional effort.

Activation of the Entities for Offline Synchronization in Dynamics 365

Only a Dynamics 365 administrator is able to activate the offline functionalities. The following entities are available in offline mode:

  • Account
  • Activity Pointer
  • Appointment
  • Attachment
  • Case
  • Competitor
  • Competitor Address
  • Connection
  • Connection Role
  • Contact
  • Currency
  • Custom Entity
  • Email
  • Lead
  • Opportunity
  • Opportunity Product
  • Phone Call
  • Position
  • Product
  • Task
  • Team
  • User

 Under Settings, go to Solutions and open the solution in which the entities are to be unlocked. Alternatively, you can make the adjustments directly in the standard solution - which, as always, we do not recommend.

Mobile Offline Synchronisation Dynamics 365

Chose the desired entity.

Mobile Offline Synchronisation Dynamics 365

Scroll to the "Outlook & Mobile" item on the "General" tab and check "Enable for Mobile offline".

Mobile Offline Synchronisation Dynamics 365

Under "Organization data download filter" you can set which data records should be available offline. In our case, only active data records that were created during the last half year should be available.

Mobile Offline Synchronisation Dynamics 365

Mobile Offline Synchronisation Dynamics 365

Save the changes and publish them.

Creation of a Mobile Offline Profile in Dynamics 365

It is necessary to create an offline profile so that users can configure filters. These filters determine which data of an entity (also the data of the associated entities) is available to the user.

Open the Power Platform Admin Center and click on Environments (select the appropriate Dynamics 365 instance.) --> Settings and afterward Mobile configuration.

Mobile Offline Synchronisation Dynamics 365

Mobile Offline Synchronisation Dynamics 365

Mobile Offline Synchronisation Dynamics 365

Select "Mobile Offline Profiles" and create a new profile. Name and save the profile to continue.

Mobile Offline Synchronisation Dynamics 365

Mobile Offline Synchronisation Dynamics 365

Click the plus symbol at "Mobile Offline Profile Item Details" to add a new item.

Mobile Offline Synchronisation Dynamics 365

Select an entity, name and download filter. Note that even if "All records" is selected as the filter, only records from the last half year will be displayed. The previously created "Organization data download filter" in the solution is above the filter in the offline profile. Save the record to edit it further.

Mobile Offline Synchronisation Dynamics 365

Click the plus symbol for "Mobile Offline Profile Item Association Details" to add records from associated entities.

Mobile Offline Synchronisation Dynamics 365

Name the record and select the associated entity or relation. Save and close the record.

Mobile Offline Synchronisation Dynamics 365

These profile items are especially important for the visibility of associated data records.

Return to the offline profile and add the desired users using the lookup.

Mobile Offline Synchronisation Dynamics 365

To activate the profile, it must be published.

Mobile Offline Synchronisation Dynamics 365

Activation of an App Module for Mobile Offline Synchronization in Dynamics 365

Click on the settings in Dynamics 365 and select "My Apps".

Mobile Offline Synchronisation Dynamics 365

Select the app and click on the 3 dots to open the options. Open the application in the App Designer.

Mobile Offline Synchronisation Dynamics 365

Change to the "Properties" tab and check the box "Enable Mobile Offline".

Mobile Offline Synchronisation Dynamics 365

Select at least one mobile offline profile. Save and publish customizations.

mobile offlince synchronisation dynamics 365

Conflict Detection for Mobile Offline Synchronization in Dynamics 365

If there is a discrepancy between the data on the server and the data on the client, a conflict arises. In other words: Which change is ultimately applied if a record was edited offline and online at the same time?

There are two ways to solve this conflict in the system settings under the tab "Mobile Client".

No --> The client is above the server. All changes that a user makes in offline mode are automatically synchronized with the server when the user is online again.

Yes --> The server is above the client.

Conflict offline synchronisation

Conclusion of the Mobile Offline Synchronization in Dynamics 365

Mobile offline synchronization is not a completely new feature. The setting was already included in Dynamics 365 Version 8. Microsoft took a while (or there were other priorities) to make the feature available again for version 9. Field service employees will be happy - they are again able to edit records at any time, without a permanent Internet connection.