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An user receives an e-mail in Outlook. Then tracks the e-mail (set regarding) to a contact in CRM (Dyn365 online, server-site-sync - all test is OK). The e-mail is now visible in CRM. So far so good.
Then the user replies the e-mail from Outlook. Then I would expect the reply to also be tracked to the same contacts as the original mail. But it is not.
1. Wasn't that original default behavior?
2. How can it be achieved without asking the user to track the reply manually or reply from with CRM.
What does the user have set for their personal settings (Personalization Settings - Email - Select the email messages to track in Microsoft Dynamics 365) ?
What should it be set to, for the reply to be tracked automatically to the same contacts as the original e-mail was?
It's set to "E-mail messages in response to Dynamics 365 email"
That should work. Are other users there working fine with "E-mail messages in response to Dynamics 365 email" set?
Same setting, same result.
I just tested with my own CRM. Same result. The reply is not tracked.
How can that be resolved? I always assumed, that the whole thread was tracked from that moment the first e-mail was tracked.
Found this, and it help. Would have prefered a more out of the box solution, that a reg hack: crmtipoftheday.com/.../
I liked reading your post. I think I might have found a way to smart hack the tracking for Replies and Forwards when using the Microsoft Outlook desktop client on Windows to get it working like the old Com-Addin. I have tested this and so far it seems to work a treat. This allows the new Microsoft Dynamics 365 App on Outlook for Windows to auto track for all replies and forwards when the original email you are replying and forwarding has been tracked.
Add the following registry key:
What this effectively does is add the “Tracked in CRM” category to your replies and forwards if the email you where replying or forwarding was in itself already tracked and had the category “Tracked in CRM”
Do some testing and you will see the same results on your end. The great thing about the old Com-Add in was the auto tracking of the forward and reply if the user tracked the inbound email to begin with. Was great as the user didn’t have to manually track the reply or forward. This hack solves the problem on Microsoft Outlook on PC.
Hope this helps others out there who are trying to move to Dynamics 365 App and finding some functionality has been lost on Outlook on PC."
Thanks for this Jacob good to know. We use the option for "Email messages from Dynamics 365 Leads, Contacts and Accounts" so its never been an issue.
Ahhh. Okay. But that means, that everythings will be tracked, as long as the e-mail matches a record? In that case, I see a potential risk: I want to see my boss's e-mail with another boss. I just create a contact with the boss's e-mail, and whupti: I can see there e-mail?
That's not an issue for us here which is why we can use it.
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