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We have integrated Outlook with Dynamics sales,
When you receive an email from a customer, our user want to track this against the opportunity, but is not able to do this,
In the example below I tested the scenario, an account has been created, the contact linked to the account and the opportunity is also created, Therefore, I could choose one of the three options..
In case of my user, the account, contact and opportunity are created in dynamics and eventually the mail is tracked on the account and contact and is visible in the time line, but not to the opportunity.
He does not get the option to track the mails against the opportunity.
As far as I can see the email set-up and system requirements related to Outlook and Dynamics are correct.
What would be the reason?
You have to Set Regarding to the Opportunity before displaying this email in the Opportunity timeline.
The reason the email appears in the Opportunity timeline is because the Regarding field of this email is the Opportunity record. So if the email does not appear in the timeline, check to see if there is an email in D365 with the Regarding field that is the Opportunity record.
To track the email through Set Regarding to, I have explained to our user. But I note in your example that Opportunity (contact) as well as Case (contact) are available to track.
So I assume it searches for the contact which could be stated in the opportunity or case, if there is a match would it then populate those two additional options to select for tracking purpose?
Or what is required to have these additional options available.
Of course the account, contact should be stated in dynamics first.
In my test, I have first set-up the account and contact, then I created an opportunity with the contact field filled in.
So then I created an email from that contact, next I opened outlook and then immediate I choose to track the email to the Account, contact, but also immediately Opportunity appeared and I could track it against the opportunity.
If the Customer field of Case is the sender of the email, then the Case will display in the D365 app for Outlook.
If the Contact field of Opportunity is the sender of the email, then the Opportunity will display in the D365 app for Outlook.
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