How to get emails from contacts, leads, and such to show up in CRM under activities

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Posted on by Community Member

Hi Everyone,

So I'm trying to get emails from contacts and leads to show up in CRM under activities. I was under the impression this could be achieved by going to options (clicking on the gear in CRM's top right corner), going to the email tab, and under the track drop down, selecting the correct option. Even after I've completed these steps, I'm still coming up null. I can see the original test email I send from CRM, but I can never see the reply.

Any Suggestions?

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Community Member on at

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Kimberly, when viewing the reply email in outlook, is the email showing as tracked? You can tell in the Outlook message by the "track" button.

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Community Member on at

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Hi Sara,

First, thank you so much for your reply. I don't see this tracking feature you're talking about. Could you direct me ?

Thanks

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Prati 980 on at

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Hello Kimberly ,

Thank you for the Post . Please refer the link below to track emails as activity in CRM :

1. www.microsoft.com/.../track-outlook-email-as-activities-in-crm-for-outlook.aspx

Also check the Closed Activity to see those emails in CRM

Thanks and regards

Prashant T

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Joe Gill on at

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Hi Kimberly,

It looks like you are using Office 365 Web Outlook client rather than the desktop Outlook client which has the tracking option.

You need to configure server side synch to synch activities between Office 365 and CRM . Some good info here http://niiranen.eu/crm/tag/office-365/

hth

Joe

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Community Member on at

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Thank you all for your responses, I really do appreciate it. Joe, I see what you mean. I was definitely in 365. As for the desktop outlook, I'm still not seeing the tracking option - I've attached a picture if it means anything. I believe you're right, I don't have my activities/office 365/ outlook synched up correctly.

This is what my settings look like in CRM... They seem correct to me.

Does anyone else have any guidance about what I should do next?

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Royal King 27,686 on at

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Are you trying to track all the emails from exchange to CRM or you just want to see all the emails of the accounts ,contacts and leads in in a view ?

Below posts shows all the steps required to setup server side email Synchronization

blog.orbitone.com/.../CRM-2013-Server-Side-Synchronization1

technet.microsoft.com/.../dn531109(v=crm.7).aspx

If you want to create view that shows all the activities of contacts,leads all you have to do is create a either system view or saved view using Advanced find.

By default Crm rollup's all the child contacts,leads ,opportunity, order ,invoice activities in to account record.

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mtkeenan 1,895 on at

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Hi,

For Outlook - have you installed the CRM Outlook client?

Regards

Martin

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Community Member on at

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Hi Chitrarasan,

I'm trying to track all emails from accounts in CRM - Both ongoing and incoming emails. I don't want to track all of my personal emails and such - just accounts, leads, and opportunities emails. As of now, I can see the emails I send out inside a lead, I just don't see their responses.

Martin,

No I haven't installed CRM Outlook Client. Does everyone consider this the easy way to track?

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Royal King 27,686 on at

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When someone replies to email where those emails are received? Are you receiving all those email replies to common mailbox ? If so you could setup queue with that common email address and enable server side sync for the queue mailbox. This will track all the email replies to corresponding record in the crm. To track email response to right record accurately in the crm make sure you have Tracking token and Smart Matching option enabled..

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Joe Gill on at

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I would stick with Office 365 and server side synch unless the users absolutely want the Outlook client (and the associated install/maintenance issues!)

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