Support
Setup guides, videos and frequently asked questions to help you get Prism Email Router up and running.
Setup guides
Download our PDF guides to help you install and configure Prism Email Router.
Videos
Video walkthroughs will be linked here to complement the written guides. Check the Demo page for the main product demonstration.
Frequently asked questions
Microsoft recommends moving to their cloud-hosted Dynamics products.
Dynamics 365 on-premise receives security patches and cumulative updates,
but these are focused on stability rather than feature parity with the cloud.
Prism Email Router is intended a stop-gap solution to allow you to continue using
Dynamics 365 on-premise with Exchange Online until you are ready to move to Dynamics 365
Online.
If you are considering moving to Dynamics 365 Online, get in touch and we can help!
No. Prism Email Router works with your existing Dynamics 365 on-premise configuration.
You do not need to install any custom solutions into the environment.
You need to register an application in the Microsoft Entra admin console and grant it
the relevant Microsoft Graph API permissions for reading and sending mail.
Our setup guide walks you through this process step by step.
The application is installed on your own server (typically alongside or near your
Dynamics 365 deployment).
We do not host or access your data - everything stays within your infrastructure.
Yes. Although the Dynamics App for Outlook is not part of our solution, we provide
a guide so that you can deploy and manage it yourself.
Exchange Web Services is being removed from Microsoft Exchange Online in October 2026.
For Dynamics 365 on-premise, server-side sync is being removed for version 8x on 1
January 2026 and for version 9x on 1 October 2026.
Prism Email Router uses Microsoft Graph instead, so you can continue to synchronise mail
without relying on EWS.
Prism Email Router supports Dynamics 365 Customer Engagement (CE) on-premise,
as well as Dynamics CRM 2016, Dynamics CRM 2015, and Dynamics CRM 2013.
All on-premise versions that previously used Exchange Web Services (EWS) for
server-side sync are compatible with our solution.
Need more help? Contact us for sales or support enquiries.