You’re offline. This is a read only version of the page.
5
We have Dynamics 365 Sales Hub and Microsoft 365. We received a lot of email from our customers everyday. We notice that Dynamics 365 Sales track email address received 'From' But not the CC'ed email. We seek advises and help if there's any way we could track CC'ed as new contact in Dynamics 365 Sales too? Thanks.
Hi,
You can try to enable the following option - "Set To, cc, bcc, fields as unresolved values if multiple matches are found in Incoming Emails." in System settings.
Here's additional points on how it resolves recipient rows in the To or CC field of an incoming email:
If there is an inactive user in the recipients line, the Dynamics 365 App for Outlook may show that the user matches the email, but when you track, the promotion will not resolve to that email for the inactive user and it will show up in red as unresolved. It will not resolve to inactive users regardless of the ResolveForInactiveEntities setting.
If the email address is tied to an active user, it will display that in the Dynamics 365 App for Outlook recipients pane, but it will still resolve to each active Dynamics 365 row with that email address once it is promoted. If the ResolveForInactiveEntities setting is True, it will also resolve to inactive entity rows except Users.
The Dynamics 365 App for Outlook will only show one of these rows in the recipients pane, but in Dynamics 365, it will resolve to all rows with that email address on incoming emails as long as Set To,cc,bcc fields to unresolved values if multiple matches are found is set to No in System Settings
Here are some additional points on how the To or CC field resolves on a tracked sent item:
If the user is active and there is a contact, it will resolve to both rows, although it will show resolved to the user in the Dynamics 365 App for Outlook. It will resolve to all active rows that match that email address or also inactive rows if you have enabled ResolveForInactiveEntities. You can see below it resolves to an Account, User, Contact and Lead.
If the User is Inactive, it may appear that the row is found/resolved in the Dynamics 365 App for Outlook, however, when the item promotes into Dynamics 365, it will show up as unresolved.
If it still doesn't work, you can try the solution in the following blog, which is for BCC field.
Share
Report
All responses (
Answers (
