Dynamics Community Forum Thread Details

Hello nbarber1988,

You've identified a common challenge with email tracking in Dynamics 365: the ability of CRM users to track emails involving individuals who are not CRM users, leading to the "Tracked to Dynamics 365" tag appearing in those emails for the non-CRM user.

Unfortunately, Dynamics 365 does not offer a direct, user-based setting to prevent CRM users from tracking emails to non-CRM users. The tracking functionality is primarily controlled by the CRM user's actions, not by restrictions on the recipient's status.

However, here are some strategies and workarounds to mitigate this issue:

1. Training and Policy:

Establish Clear Guidelines: Implement a company policy that instructs CRM users to be mindful of who they track emails to. Explain the potential privacy implications and the importance of only tracking emails that are relevant to CRM records.
Provide Training: Conduct training sessions to educate CRM users on the proper use of email tracking and the potential impact on external recipients.
Emphasize Discretion: Encourage CRM users to exercise discretion when tracking emails, especially those involving non-CRM users.

2. Server-Side Synchronization (SSS) Filtering (Partial Solution):

Filter Incoming Emails: You can configure server-side synchronization (SSS) filters to prevent certain emails from being automatically tracked into Dynamics 365.

Limitations:
- This is a server-wide setting, not a user-based setting.
- It filters incoming emails, not outgoing emails that are manually tracked by CRM users.
- You can filter by sender's domain or email address, but this may not be practical if you need to allow tracking from certain external domains.

How to Configure:
- Go to Settings > Email Configuration > Mailboxes.
- Open the mailbox record for the CRM user.
- In the "Synchronization Method" section, configure "Incoming Email" filters.

3. Outlook Category (Workaround):

Create a "Do Not Track" Category: Instruct CRM users to create an Outlook category called "Do Not Track."
Categorize Emails: When a CRM user receives an email from a non-CRM user that they should not track, they can categorize it with the "Do Not Track" category.
Outlook Rules (Optional): You could create an Outlook rule that automatically categorizes emails from specific non-CRM users with the "Do Not Track" category.
Manual Prevention: This relies on the CRM user's adherence to the policy and manual categorization.

4. Power Automate (Advanced):

Monitor Tracked Emails: Create a Power Automate flow that triggers when an email is tracked to Dynamics 365.
Check Recipient: Have the flow check if the recipient of the tracked email is a CRM user.
Remove Tracking (If Necessary): If the recipient is not a CRM user, have the flow remove the tracking information from the email.

Limitations:
- This requires Power Automate skills.
- It might not be feasible for high volumes of tracked emails.
- This would only remove the tracking after the fact.

Important Considerations:

Privacy: Emphasize the importance of respecting the privacy of external recipients.
Data Governance: Establish clear data governance policies regarding email tracking.
User Awareness: Regularly communicate with CRM users about email tracking best practices.

Key Recommendation:

Focus on training and policy enforcement. This is the most effective way to address the issue.
Using the outlook category is a good simple approach.

While there's no perfect technical solution, these strategies can help minimize the tracking of emails to non-CRM users.

If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more. If you have further questions, please feel free to contact me.

My response was crafted with AI assistance and tailored to provide detailed and actionable guidance for your Microsoft Dynamics 365 query.

Regards,

Daivat Vartak

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