Emails are not getting tracked in CRM !

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Posted on by SureshVandadi

When I send an email using outlook, I am using ‘ set regarding’ for the email to get the email tracked in CRM. When we see the email in sent items it will have tracking token in the subject but still the email is not appearing in CRM.

Steps tried

No error alerts in the user mailbox or exchange server profile.

Setting in my mailbox, Microsoft Online exchange profile with Incoming , outgoing emails set to Microsoft exchange for outlook ( Not server side sync – without server side sync it is working for all users).

Uninstalled and reinstalled client. No luck.

Used diagnostic tool and see no issues.

Reconfigured the client deleting and enabling the client. No luck.

Removed and recreated outlook profile. No luck.

What else can we look at ? Please suggest.

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SureshVandadi on at

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RE: Emails are not getting tracked in CRM !

Hi Priyesh..

I tried configuration wizard as well.. No luck.
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Priyesh 7,396 User Group Leader on at

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RE: Emails are not getting tracked in CRM !

Can you check from the Configuration Wizard. Even if the configuration is correct and the profile is having a green tick in front of it. Try to click Synchronize button again. This might help.
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prt33k 6,907 on at

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RE: Emails are not getting tracked in CRM !

Please make sure the configuration (personal setting) and sync setting are in place. You can use following guideline:

www.microsoft.com/.../set-an-option-to-automatically-track-incoming-outlook-email-in-dynamics-365-for-outlook.aspx

Thanks,

Prateek