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Outlook and CRM tracking emails

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Just wanted to ask this question again regarding email tracking between outlook and CRM

Would you expect the CRM to track emails sent from Outlook , even if we have set tracking off ?? in the CRM personal settings

I have seen it often track emails sent from outlook when the original source of the mail was from CRM and I then forwarded that email onto someone else
  • This is confirmed by getting the notification email that my forwarded email has been added to the case
  • I was under the assumption that with the tracking set to OFF , I would have to manually associate any email from my outlook to the case using the D365 app, in order for it to track

I did notice if I changed the subject line , then it did not auto-track.
 
Please let me know, thank you.
  • Suggested answer
    Tom_Gioielli Profile Picture
    Tom_Gioielli 258 on at
    Outlook and CRM tracking emails
    Does the subject line of the email contain the CRM tracking token in it? You will want to check your environments Advanced Email settings instead of just the Personal email settings.
     
    Go to the settings gear icon in the top right corner > Advanced Settings > Email Configuration Settings to open the correct menu (you need to ensure you have permissions to do so in your environment)
     
     
    I'm guessing something in the following area is set to continue tracking further messages in the chain, so you'll want to review. You can find more information from MS on their site about the tracking methods and troubleshooting tracking of emails. (Specify which emails are automatically tracked - Power Platform | Microsoft Learn)
     
     
    Hope this helps! Let us know if you were able to sort it out.
     

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