Case option not available on Dynamics 365 Outlook App


Today while working with new Outlook App suddenly observed that New Case option was removed from it. Little wondered and do not the reason.

After little search came to know that it was because of Read Only In Mobile user (settings -> customizations -> customize the system) was checked.

However, after enabling also it didn’t work. Below are the things we should check.

1) Read only in Mobile user should be disabled.
2) Case entity must be selected for Global Search.

If it is not visible even after setting above, follow the below steps.

1) Open IE Browser -> Tools -> Internet Options
2) General Tab -> Delete -> Settings -> Caches and databases
3) As shown in the screen shot select and click on Delete and then Ok button.

4) Restart your Outlook and you will new Case option now.

Hope this helps.

Happy CRM’ing


2 thoughts on “Case option not available on Dynamics 365 Outlook App

  1. klotylda June 1, 2018 / 10:03 pm

    Wow, I had no idea it worked this way! By the way, which version of MS Dynamics erp software would you recommend for a small family business? We work in finance industry, if that matters. I heard this one here is pretty good, what do you reckon?


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