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Tracked Emails in Dynamics

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Posted on by RichC123

Morning,

Does anyone know of a means of ascertaining if an email on a Dynamics record was created via Dynamics email or tracked into CRM via Outlook? I have a support issue around a query of how an email came to be in the CRM and I cant see an obvious way to be able to confirm if the user created and sent the email directly from Outlook and then tracked in from Outlook back into the CRM. Is there any SQL table or similar anyone is aware of for tracking to identify if an email stored in Dynamics impoted into the CRM via tracking in Outlook?

Many Thanks

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RichC123 10 on at

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RE: Tracked Emails in Dynamics

Did some testing ans tracked an email in via outlook and then sent another direct from CRM and then looked at all the data in the email enity in SQL. Seems conversiontrackingid is null for the email sent via Outlook and populated with an ID when sent from Dynamics so concluding a query on this field will identify if the email in CRM was generated in CRM or via Outlook and tracked.
Cat_Car 115 on at

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RE: Tracked Emails in Dynamics

Hello, there are a few settings that can explain why an email is tracked to the CRM.

1) the user personnalized settings, on tab "Email" under Select the email messages to track in Microsoft Dynamics 365 = Track should be set to "No email messages" if the user doesn't want to track every email from Outlook. And by the way it is not only CRM users that have tracked emails. Also the users that don't have licence could have tracked emails.

2) If an email originating from the CRM, let's say from a case, there could be a setting that automatically tracks responses from that email. Usually this type requires a reference in the object such as a number.

3) If the Outlook user used the Dynamics 365 complement to track the email, it shows a blue square with the mention "tracked to dynamics 365" in the category column in Outlook.

Cat