Microsoft Dynamic CRM online calendar and contacts sync issue

We are new to MS CRM (we used ACT 2013 on premise before) and I have setup a sandbox to see how it works!

We are bit confused the LEAD CONTACT AND ACCOUNT process.

1) How this system treat a lead from an existing contacts?
2) What is the use of "Existing Contact?" "Existing Account field?"
3) Since we are using exchange online we enabled "server side sync" for email, appointments, contacts and tasks but other than emails (even all emails are syncing though, which we really don't want to!!!) not syncing from outlook to CRM!
Just one way it works (CRM to outlook) for appointments contacts and tasks - do we need to do anything?

Thanks in advance
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ShabAsked:
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ShabAuthor Commented:
I can see CRM online with Exchange online has full functionality!
(see attached list I got it from a community)CRM with Exchange
Feridun KadirPrincipal ConsultantCommented:
The sales lifecycle in CRM goes from Lead to Account and/or Contact and then an opportunity against an account or contact.

On the lead form the purpose of existing contact and existing account is to help prevent creating duplicate records. When a lead is converted CRM will create an account and or contact from the information in the lead record.

If you want to add a lead for an existing contact, then create the lead and fill in the existing contact field, then when the lead is converted it won't create another contact but it will create an opportunity. Many companies would not add leads for existing contacts or accounts, instead they create an opportunity. It doesn't matter what you do, but you need to decide how your business will use the records and then get everyone to use it in the same way.
ShabAuthor Commented:
Thanks Feridun.

Our management want/our company workflow is...

- We only want to convert a lead (whether it from a new customer or an existing one) as an opportunity when we send out proposal!
1) So how can we achieve that with this CRM for existing customer?

2) Any idea about issue with exchange sync of appointments contacts etc... from exchange/outlook ?

Thank you
Feridun KadirPrincipal ConsultantCommented:
If you have leads where the details match an existing customer then on the lead form select the customer in existing account, Then when you convert the lead it won't create a new customer but will create an opportunity.

I think it is more normal to not use leads for existing customers, instead to use opportunities.

With regard to appointments, contacts and tasks, Server Side Sync can automatically synchronize these from CRM to Outlook. However, it does not automatically synchronize items in Outlook to CRM.  

Appointments, contacts and tasks must be manually tracked using the CRM client for Outlook. When the CRM client for Outlook is installed, the user can open an appoint, contact or task in Outlook and then click Track to copy the item into CRM..

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