Microsoft Dynamics CRM (Archived)

Anyone know how to set up folder level tracking so the emails set regard to a queue?

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I would like to have emails enter a queue via folder level tracking. Is there a good workflow to make this possible?

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ScottDurow 21 on at

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The Folder tracking is not meant for routing to queues - you could track the email as normal (either regarding a record or not) and then use a workflow to create a Queue Item - this will add the email to a queue.

Hope this helps

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ScottDurow 21 on at

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How did you get on - do you need any more help?

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brob11 on at

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I have the same requirement. If there are 2-3 users who are just tracking emails in, what would be the best workflow to auto-add the emails we want to a queue? I can't think of a way to indicate this easily in a 2-step process like this? A folder tracking option would have worked great.

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AntonC 175 on at

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We're preparing to roll-out folder level tracking to replace the Outlook add-on altogether. We've created a few things that will work similar to what you need:

Create workflow that creates an account and sets the account name using the user's full name followed by "Unassigned Email". Account owner is also the user.

Run the workflow on-demand against all existing users to generate these accounts for them, then modify the workflow to launch upon new user creation and name changes.

Instruct staff to create folder level tracking rule to assign emails to their "Unassigned Email" account.

Create a view/dashboard showing emails assigned to the user's "Unassigned Email" account (Account Name - contains - Unassigned Email AND Account Owner = Current User).

Users can then open tracked emails from the dashboard and update the Regarding field to the appropriate record.

It definitely beats paying to maintain the nightmare that is the Outlook add-on.

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