Quick question on CRM for Outlook re: email in a queue vs. tracked email

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Posted on by rmcanally65

Hi all:

My understanding has been that (1) if an email is either tracked or using Set Regarding, only then will that email appear in a recipient's queue, and (2) this would apply to cc: or bcc: fields, but not necessarily to fw:, as that is controlled by the recipient's settings in CRM for Outlook. I am trying to understand and isolate why certain emails are in users' queues while others are not.

As a related set of questions, (1) once the Email entity has Queues checked in the Customization pane under Communication & Collaboration, it cannot be undone, (2) if so, is there a setting that allows a user to use CRM for Outlook but never have emails enter their queue?

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When CRM Receives an Email it needs to know to which CRM Record the Email will belong to. The Email received of course do not say if it is targeted to a Queue a Contact, a CRM user, etc…

So CRM needs to deal with the only information he has in the Email to perform the match: the Email Address of the recipient.

Ex: If CRM receives an email and the recipient is support@CRM4.com, it will search in the database who has an email address equal to support@CRM4.com.

If other records like an Account, Contact, User, Queue, Lead are also using support@CRM4.com in their email address field, the email will simply be rejected and will not be tracked in CRM at all.

1. Correct, once the Email entity has Queues checked in the Customization pane under Communication & Collaboration, it cannot be reverted.

2. A Queue is an Email Router feature, you cannot use queues if you are using CRM for Outlook.

Hope this helps, let us know if there any further questions.

Please refer this article for more information on "Queue" blogs.msdn.com/.../introduction-to-queues-in-microsoft-dynamics-crm-2011.aspx

Vineet N.

Microsoft Dynamics CRM Support.

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rmcanally65 on at

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Vineet:

Thanks for the insight. I am using CRM Online 2013 / Office 365 Online:

Re: 2. A Queue is an Email Router feature, you cannot use queues if you are using CRM for Outlook.

I may have asked this question incorrectly, as I think it is a mailbox function; in the mailbox' settings (from Settings > Business Management > Queues > (Queue for the User's name)), there is a field for "Convert Incoming E-mail to Activities"...if I change this to something other than "All email messages", this will prevent some emails from entering the queue. For instance, if the setting was "Email message in response to CRM email", only email that originated with tracking/Set Regarding would be in the queue, but an email from a friend not related to any CRM record would not?

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Royal King 27,686 on at

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There are three ways you can track email into crm .

1.Outlook client where user to track it or set regarding

In this case the email record is created in the crm and it will show under regarding record activity .

2.EMail router

In this case you have to install Email router and configure in order to sync email from exchange server users mailbox into crm.Using this method email will be created automatically in crm without user action. For this you need to configure each emailbox with right incoming and outgoing profile.

3.Server side EMail Sync

In this case email ,contacts,appointments,task will be automatically synced from exchange server to CRM

when email is tracked by default the email will appear in all users personal queue that are in to an cc field.

Queue is not related to email router.Queue is integral part of the crm and you can use queue to any of above scenario as well without email concept as well.

For example queue can be used in the Support organization to prioritize case for each team.Like support level1, support level 2 etc. If case is not resolved by Support level 1 then Support level 1 rep can move case to support level 2 queue where support level 2 team can pick of the case and work on it.

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rmcanally65 on at

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Chitra:

Thanks for the insights! This helps me to some degree, but let me go a bit further into my situation. Can you please advise if my reading of other sources has led me to get this configuration correct.

In my company, the directors would like the following:

No automatic tracking of any internal email (i.e., emails to allstaff@...)

No automatic tracking of any external email

But, I want any reply/reply all/forward of any email related to an email-enabled record (I have 3 custom entities and 7 that are related to a 3rd-party solution we employ). In essence, if the initial email was set regarding a Case, for instance, I'd like any and all messages on this thread to likewise be set regarding.

Finally, to have users' and teams' queues to only collect emails that are related to an email-enabled record.

So, I have done the following within my individual user:

In Outlook:

File > CRM > Options:

Email tab

Select the email messages to track in Microsoft Dynamics CRM = Email messages from CRM records that are email enabled

Address Book

Select how email recipients are reconciled with Microsoft Dynamics CRM records: Contacts = Match all contacts in Microsoft Dynamics CRM / Other record types = Match all contacts in Microsoft Dynamics CRM

In the Mailbox of the User (Settings > Administration > Users > (my name); double-click on the Mailbox to open it)

Under Synchronization Method, all are selected as "None" (this will prevent automatic tracking, correct?)

In Microsoft Dynamics CRM 2013:

Diagnostics program

                                                Outlook Synchronization = yes

                                                Background Send Email = yes

                                                Background Track Email = no

                                                Automatic Email Tagging = yes

                                                Offline Data Updates = yes

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Royal King 27,686 on at

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Check the below post from micrsoft article that provides detailed information on all tracking options available and use cases for all options. Once you read this article you should able to determine your which option should better for requirement.

www.microsoft.com/.../set-an-option-to-automatically-track-incoming-outlook-email-in-crm-for-outlook.aspx

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rmcanally65 on at

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Thank you very much, Chitra.

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