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I want to make use of the CRM outlook plugin so that I can track emails as activities related to certain records in the CRM.
When I try to set the "regarding" on an outlook email, I can find the record and a tracking token is visible in the title of the email, but the email never leaves the "outbox", so it never gets sent. I assume that it's because there are some configuration problems on the CRM side of things. On the CRM, I have an exchange and an SMTP server profiles set up for the email server that outlook uses. However, the mailboxes for CRM users fail to pass the mailbox enabling tests. The mailboxes are currently all under the exchange server profile, which I believe isn't configured correctly.
Would the outlook client send CRM-tracked emails if the mailboxes are under the SMTP server profile, assuming that that profile works?
Should outlook client be connected to the exchange server profile as best practice or to gain certain features? What exchange server configurations are necessary to get that working? Do I need impersonation enabled?
Is Exchange impersonation the only viable way of making this work without having the users manually update their mailbox credentials when they get created since they aren't the same as the CRM credentials?
When you mentioned email not sending out, you are talking about sending email from Outlook directly, or sending email from CRM?
If we are talking about sending email from Outlook directly, the "Set Regarding" or "Track" just create the corresponding record for the email on the CRM server side. It will not send the email itself. Sending email from Outlook depends on the Office Outlook - Exchange configuration, has nothing to do CRM Outlook Plug-in.
If we are talking about sending email from CRM but via Outlook, you can refer to following link:
I got the outbox issue resolved, but my high level questions still stand. I'm trying to decide what is the best approach for letting users send and receive tracked emails through outlook.
I've tried the approach with just the outlook CRM client, which seems to be alright. The main downsides are:
For point 2, instead of disabling each user, you can also disable it for the whole org. To do that, you need to set org setting AutoCreateContactOnPromote to false. You can refer to following two links:
For point 3, you can also set tracking option to "All message messages" under Email Tab of Personal Option Dialog, like following screenshot:
In this case, it will track all messages, including both incoming messages and messages sent from outlook.
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