We have had a few requests on the CRM email Tracking Token basic functionality and how to remove this Tracking Token from user's emails. Users have seen something similar to CRM:000012 in their email subject lines and they are not familiar with this and why it is appearing. I wanted to write a quick post on this to cover some of this information.

The Tracking Token can be selected for use under Settings | Administration | System Settings, in the Email tab. The purpose of these tokens are to increase the accuracy of determining whether or not emails are related to existing, tracked CRM records.

Consider the following scenario:

  1. User1 creates an email within the CRM for Outlook client
  2. The Tracking Token (CRM:000012) is appended to the end of the email subject line prior to the email being sent
  3. The email is then sent
  4. The customer receives the email
  5. The customer replies to the email
  6. The Tracking Token (CRM:000012) remains appended to the subject line
  7. User1 receives this email
  8. The CRM for Outlook client reads the email properties to identify this Tracking Token (CRM:000012)
  9. It then verifies that this original email was tracked in CRM to User1 by reviewing a RecentEmailsTable (EmailCache.sdf) on the local client and then tracks this reply email back to that user

Each organization can configure their Prefix to be different as well as how many digits will be used. Here is the breakdown of the digits:

Number of Digits for user numbers – This number entered here should equal the number of users you envision your CRM system having. For example, if you have 100 users (3 digits), you will want the number of digits to be at least 3. There reason is that each user will have a specific ID for sending email. If you have 100 users, the 100th user would need 3 digits for his or her id. This is a static number that is different for each user.

Number of Digits for incremental message counter – Specifies how many tokens can be used before the tracking tokens start to repeat themselves. For example, if 1 (one digit) is entered, then the number can go from 1 to 9. After 9 is hit, the number will start over at 1. If 2 is selected for the number of digits, the tracking number would grow to 99 before the tokens repeated themselves. The numbers grow on a per user basis (not organizational wide).

 

 

Each Tracking Token can be up to 256 characters long. It is also recommended that once you have selected the tracking prefix to continue using this, as too many changes to this prefix could result in data loss, as the system many not see the previously used tokens as tracked in CRM.

Based on the user's criteria selected under File| Options and the Email tab within their Personal Options, the system will look for this tracking token in the subject line of the email to identify whether or not this has been previously tracked in CRM or if it needs to be tracked in CRM.

Now, to turn off the Tracking Token, simply go to Settings| Administration| System Settings, under the Email tab and unmark Use Tracking Token. This does not mean that emails will not be tracked. However, if you have Use Tracking Token and Use Smart Matching unmarked, it will default to a simpler form of Smart Matching without the use of tokens in the email subject lines.

 

Below is a link to additional Tracking Token information:

http://technet.microsoft.com/en-us/library/gg554896.aspx

 

Please be aware of the following issue:

 

When your Number of digits for incremental message counter is too small, it will cycle back to the beginning when it reaches the highest available number.

 

Basically, use the following list to set the Number of digits for the users:

If you have 0-9 CRM users: The number of digits should be 1

If you have 10-99 CRM users: The number of digits should be 2

If you have 100-999 CRM users: The number of digits should be 3

If you have 1000-9999 CRM users: The number of digits should be 4

Note The value that you specify directly depends on the number of CRM users you have.

 

The following list indicates the Number of digits for incremental message counter:

If you have a value of 1: Duplicate tracking tokens will start appearing after each user sends 9 e-mail messages

If you have a value of 2: Duplicate tracking tokens will start appearing after each user sends 99 e-mail messages

If you have a value of 3: Duplicate tracking tokens will start appearing after each user sends 999 e-mail messages

If you have a value of 4: Duplicate tracking tokens will start appearing after each user sends 9999 e-mail messages

Note The larger the value that you specify, the less likely you will see duplicate tracking tokens.

 

One additional known issue is if the Tracking Token has been changed to include unicode characters, the Tracking Token will actually appear as question marks on the email. This was an issue with Exchange Server 2007, as it uses the default codepage to process messages if there is no charset property specified in the MIME part. If you must use unicode characters in the Tracking Token, Exchange 2010 Service Pack 1 must be installed.