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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Server Side Synchronis...
Microsoft Dynamics CRM (Archived)

Server Side Synchronisation and Tracking

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Posted on by GingerSteve

Hi,

I'm currently finding my feet a little with a new CRM Online install and will ultimately be migrating from ACT.

I'm sure this has been discussed in detail and I've done lots of searching, but I'm struggling to get a definitive answer on a fundamental question related to SSS.

During my testing I have setup SSS and things are generally working, however, emails (in both directions) are only transferred to activities against the relevant contact (with a matching email address) if they are manually tracked in Outlook, or the mail actually created in CRM. So, does SSS allow for creating activity records against an account/contact as mails are sent/received to/from an address against that account/content automatically without tracking it manually in Outlook? In other words can users (obviously with functioning CRM mailboxes) just send/receive mails and the mails be recorded against the matching record in CRM without any user intervention?

My own user account and the overall setting in CRM is set to use SSS for incoming, outgoing and tasks/calendar and further my own account is set to track "Email messages from CRM Leads, Contacts and Accounts".

Many thanks,

Steve

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  • Suggested answer
    PS Profile Picture
    PS 23,577 on at
    RE: Server Side Synchronisation and Tracking

    Hi Steve
    Emails created in Outlook will not be automatically tracked until they are sent/received in response to an already/previously tracked email. On the contrary, emails originating from CRM web client itself will visible in outlook as tracked.
    Although, you can enable all emails to be tracked but its not recommended because you might end up seeing your personal emails in CRM, which you may not want, here is the method to do it: go to personal settings (top right corner)>> Click on Email Tab>>select a value under 'Track=All email messages'. Again, this is not recommended because of the personal emails.
    here is a screenshot:

    43513.1.png

    Here's another URL you might want to look at:
    www.powerobjects.com/.../using-server-side-synchronization-and-folder-level-tracking-to-enable-email-tracking-from-any-device

  • GingerSteve Profile Picture
    GingerSteve on at
    RE: Server Side Synchronisation and Tracking

    Hi Anarud,

    Many thanks, the whitepaper is a good read and explains quite a lot.

    However, I'm not really sure I see an answer to my fundamental question, i.e., will SSS create email activities against accounts/contacts for mails originating in and being sent from Outlook even if the mail isn't explicitly flagged (tracked) by the user.

    Whilst I understand that SSS removes processing from the client to the server and also introduces folder level tracking for use in non-Outlook environments it seems to me that the ability to do the above would be the fundamental benefit over using Outlook client tracking and therefore, I'm a bit disappointed it doesn't appear to be an option.

    For me in my user environment linking email activity to accounts/contacts based purely on the to/from email address with no user intervention would be a real boon.

    Thank again,

    Steve

  • Anarud Profile Picture
    Anarud on at
    RE: Server Side Synchronisation and Tracking

    Hi Steve,

    With regards to SSS and how it works, you might want to take a gander at the following:

    https://blogs.technet.microsoft.com/lystavlen/2016/09/06/understanding-server-side-sync/

    http://download.microsoft.com/download/7/1/D/71D44C6E-CB78-4573-BDFF-77A6E137BA5C/serversidesyncwithDynamicsCRM.pdf

    Hope this helps to clear up any doubts.

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