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I recently discovered an odd issue with a user of mine. His workflow in sending emails to customers is to first track them to a record in CRM, and then he determines where he wants to save the sent item BEFORE sending. Thus the email never touches his sent folder in Outlook.
I had him show me an email he sent yesterday morning, which he tracked and saved to a specific folder as mentioned above. I then instructed him to simply drag and drop it into his sent folder and then synchronize with CRM. After the sync completed, the email showed up under the tracked record in CRM.
My thought is that because the email never touches his sent folder, it doesn't trigger the CRM integration to actually sync with CRM. The problem for this user is that he has built up a custom folder structure with 12+ years worth of email history so he cannot simply move it all into sent and call it done - understandably he's freaking out about the possibility of doing so.
My questions are as follows:
As always, thank you for your help in advance!
Your suspicion is correct, when using client-side sync changing the location of the 'Sent' copy of e-mails breaks tracking functionality. See: support.microsoft.com/.../when-an-email-is-sent-and-moved-to-an-alternative-location-other-than
That URL refers to CRM 2011 I think, but we just chased down this issue with Microsoft support and they confirmed it still applies to our CRM 2016. Microsoft support also said this problem does not exist when using server-side sync, but I was unable to confirm that in my testing.
Thank you Todd for your response!
The link you provided is exactly what I need to take back to my team for further discussion. The affected rep has server-side sync enabled and always had so that's ruled out but again, thank you for your suggestion.
If I come up with a solution, I will post it here.
FWIW, I believe the Microsoft support representative misspoke when he indicated to us that Server-Side Sync is not affected; I think what he meant is that Folder-Based sync is not affected.
That Microsoft Knowledgebase article would suggest the issue occurs when the Dynamics COM add-in for Outlook is used, regardless of whether client- or server-side sync is configured, and my testing confirms that. I do not know if the Dynamics 365 App for Outlook is affected or not.
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