Microsoft Dynamics CRM (Archived)

Tracking outgoing email automatically

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Posted on by Robert50

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We're on D365 in the cloud with O365 and Outlook 2016 along with the new D365 plugin. Here's our settings currently:

Process Email Using: Server-Side Synchronization

Server Profile: Microsoft Exchange Online

Incoming Email: Server-Side Synchronization or Email Router

Outgoing Email: Server-Side Synchronization or Email Router

Appointments, Contacts, and Tasks: Server-Side Synchronization

Track Email messages from Dynamics 365 Leads, Contacts and Accounts

Currently when an email comes in from a contact that is in CRM, it will show up under activities. If I reply to that email or send the contact a new email, it doesn't show up under activities unless I manually track using the outlook plugin.

We would like all incoming and outgoing email to show up under activities as long as the contact is in CRM. Is there anyway to achieve this and shouldn't my reply to a tracked email at least show up?

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KVa 291 on at

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RE: Tracking outgoing email automatically

Did you find a solution to this problem? We are currently tracking E-Mail "in response to Dynamics mail", but outgoing mails are not tracked. Any approach to solve this issue?
Robert50 210 on at

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RE: Tracking outgoing email automatically

Tracking "All Email Messages" isn't a good option because it tracks messages even if the contact isn't in CRM which creates too much clutter in the system.
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Wouter Madou 3,392 on at

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RE: Tracking outgoing email automatically

You can set the AutoTrackSentFolderItems to True in orgdbsettings which should do what you are asking.

support.microsoft.com/.../orgdborgsettings-tool-for-microsoft-dynamics-crm

Setting value to TRUE will result in Server Side Sync auto tracking of emails from Sent Items. This setting only applies if the mailbox is configured to track "All Email Messages"

Default value is set to False to preserve the existing behavior.
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CRMSupport 65 on at

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RE: Tracking outgoing email automatically

Microsoft has a Microsoft Idea webpage, this portal is directly monitored by DEV team, you can send your question in order to be approved or review by them.

We currently have this idea posted here so you can register and sign in to Vote for this idea so they can considerer this to get in implemented in a future release:

experience.dynamics.com/.../

Also, I would encourage you to open a free ticket with Microsoft to get more track on this. Previous case created for this same request #119061924005309
Community Member Microsoft Employee on at

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RE: Tracking outgoing email automatically

This thread explains exactly what we have been struggling for weeks. We simply want CRM to track all emails inbound and outbound related to companies, contacts and leads automatically. It's clear to me only in inbound is and option as all emails is tracked otherwise. Can't understand how Microsoft in the EU GDPR days can suggest to track all emails in a CRM system including internal and confidential communication, only leaving a manual option for outbound mails.

We are now considering a switch away from Dynamics CRM as this is completely nonsense and as I understand much better options are available in Salesforce. Hoping someone can address this to the right authority in Microsoft to resolve this rapidly.
Robert50 210 on at

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RE: Tracking outgoing email automatically

It's actually tracking too many emails with the "all email messages" option. I only want to track messages where the contact \ email address is already in CRM. Also, don't want to track email between CRM users. It just tracks every single email as an activity with set regarding = none. Really surprised the options I want are not there. Seems to be common sense to auto track all messages if the contact is in CRM but they only have that option for incoming email. If I want to track outgoing then it has to be manual or track all emails.
Robert50 210 on at

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RE: Tracking outgoing email automatically

Hi Michel van den Brink,

Thank you for the write-up, it was very helpful. I tested it and it does work great so this is one viable solution. It's strange they have those same Track options online but "all email messages" isn't working for outgoing email if only the newer app is installed. Also, I noticed that after I changed that option in the plugin, it also changed the option online automatically. Perhaps the new plugin will work with all email messages including outgoing in the future.

I would rather do something on the back-end to make auto linking work so we can stick with the newer app and to make auto linking work while on mobile too. If there's a way to do it with exchange forward rules or something, I'd prefer that. Thanks for your help.
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Michel van den Brink 4,697 on at

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RE: Tracking outgoing email automatically

Hey Robert,

Double-checked it just now to be sure I wasn't imagining things and accidentally giving bad advice.

I tested automatically tracking ALL my email, incoming and outgoing, with a fresh install of Outlook + 'Dynamics 365 for Outlook' (the classic 'Outlook Client') and I confirmed that it does work for ALL outgoing email on my inbox.

With 'Dynamics 365 for Outlook' ('Outlook Client') installed, in Outlook click 'File'

Choose 'Dynamics 365' from the menu on the left

Click 'Options' next to 'Set Personal Options'

Switch to the 'Email' tab

Change the dropdown 'Track' to the option 'All email messages'

Click 'OK'

Create a new email - you'll notice that the 'Track' button is already clicked and is now labeled 'Untrack' by default and the 3 smaller buttons like 'Insert Template' are no longer disabled
(it it hadn't been tracked yet the button would still be labeled 'Track' and the 3 smaller buttons like 'Insert Template' would be disabled/gray)

Please try this :-)

I used this version of the Outlook Client combined with Outlook 2016 and Dynamics 365 Online:

https://download.microsoft.com/download/D/F/C/DFCC43C6-BDAB-4825-B7F2-7C53ECDDA179/CRM2016-ClientOnlineInstaller-ENU.exe
Robert50 210 on at

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RE: Tracking outgoing email automatically

That's very disappointing, it seems like there must be a way to auto track. Anyway, according to Michel van den Brink above, we could do this if we switch to the older "Dynamics 365 for Outlook" / "Outlook Client"?
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Radu Chiribelea 6,667 on at

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RE: Tracking outgoing email automatically

Hi Robert,

As mentioned previously - outgoing emails are not automatically tracked from Outlook to CRM - regardless if you are using Server Side Synchronization, Email Router or Outlook Client. This is a limitation of CRM.

If you want those emails to appear in CRM as outgoing (sent) you need either to:

- manually track the emails

- reply to the email from CRM and not from Outlook.

Also, CRM does not track BCC information. Only To and CC. If a recipient is in BCC, CRM will not track the email activity against that party.

Regards,

Radu