Mail Merge via CRM may create only one activity



When performing a mail merge from CRM, only one CRM record is created if you browsed through the records in the preview

Steps to Repro:

1. Start Outlook
2. On the folder bar, go to “Microsoft CRM” -> “Contacts”
3. In the contacts list, mark several contacts and click the Mail Merge (Word) button
4. In “Mail merge Type”, choose "email"
5. In step 2, enter the address block
6. In step 3, set preview to recipient 2
7. Complete -> Electronic Mail
8. Enter any subject
9. In the Options choose to create CRM activities and to include an unsubscribe link and confirm with “OK”

=> only one activity record will be created in CRM


this has been identified to be an issue with Word 2003, Word 2007 and Word 2010. Because the document is modified after processing a record by adding the unsubscribe link, Word cannot parse the XML database and is causing the mail merge to finish as if it had reached the last record.


– before finishing the mail merge browse back to the first record OR
– disable the unsubscribe link option in the merge dialog


the issue has been logged with the Word product team and is currently being investigated.

Comments (2)

  1. Marc G says:

    Is this issue still active? I have a customer with exaclty this problem. I hope you can tell me there is a solution for this by now :-).

  2. Darrin Devine says:

    The issue does still exist in Dynamics CRM 2013 and Word 2013. Its true there is an issue with Word and CRM interaction in this specific scenario. The Word product team opted not to address the issue in this scenario.  I encourage you to vote and add comments to the following Connect report so CRM Development team is aware of the impact to our customer base.  

    You will need to sign up for the CRM product on Connect before viewing the product suggestion.

    Product Suggestion for This Mail Merge Issue…/mail-merge-via-crm-may-create-only-one-activity


    Darrin Devine

    Microsoft CRM Support

    Escalation Engineer