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I am currently doing research into email tracking for my department and had some questions about customization of email tracking. Currently we track emails in a shared mailbox by utilizing a Microsoft Forms page that we’ve created and feed the results in Power BI for reporting. However we’d like to have the tracking feature readily available in the Outlook Ribbon. We currently want to track (manually is perfectly fine) what department is sending the email, what’s the email about, what department should handle the email, and if the email was successful resolved. If possible we’d like something similar for emails that we send from the shared mailbox. So my question is, can you customize D365 to be able to customize (maybe check boxes manually for relevant information) what you track?
Maybe this document is help you.
Please take a look at OrgDBTools: support.microsoft.com/.../orgdborgsettings-tool-for-microsoft-dynamics-crm-20a10f46-2a24-a156-7144-365d49b842ba
I think it will be helpful in your scenario as it has multiple properties for email tracking
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