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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / How Dynamics CRM email...
Microsoft Dynamics CRM (Archived)

How Dynamics CRM email integration works?

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Posted on by Yaqub Ahmad 220

Hi All,

I want to share my understanding about Dynamic CRM Email integration, I need your input on this.

 

Service Side Synchronization:

CRM User X has a mailbox configured for him using Server-side synchronization.

1-      If User X send an email from within CRM to a Lead/Contact/Account, that email will appear (stored) in CRM.

2-      Any reply to that email will automatically appear (stored) in CRM automatically.

3-      If a Lead/Contact/Account send an email to User X, that email will automatically appear (stored) in CRM.

4-      If User X replies to the Contact/Lead/User/Account/Queue email from within CRM, then the reply will appear/stored in CRM. If the user replies to the Lead/Contact/Account email using outlook, then it won’t appear/stored in CRM.

5-      If User X send an email to a Lead/Contact/Account using outlook, that email won’t appear in CRM.

6-      Reply to that email will appear in CRM.

 

Outlook Integration:

CRM User X has a mailbox configured for him using Outlook synchronization.

1-      If User X send an email from within CRM to a Lead/Contact/Account, that email will appear (stored) in CRM.

2-      Any reply to that email won’t come automatically appear (stored) in CRM automatically until User X tracks it from outlook.

3-      If a Lead/Contact/Account send an email to User X, that email won’t automatically appear (stored) in CRM until User X tracks it from outlook.

4-      If User X replies to the Contact/Lead/User/Account/Queue email from within CRM, then the reply will appear/stored in CRM. If the user replies to the Lead/Contact/Account email using outlook, then it won’t appear/stored in CRM. Until User X tracks it from outlook.

5-      If User X send an email to a Lead/Contact/Account using outlook, that email won’t appear in CRM until User x tracks it from outlook.

6-      Reply to that email won’t appear appear in CRM, until tracked.

 

Can you please confirm the above or make any corrections if required?

Please add more scenarios if I have missed any.

Thanks

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