web
You’re offline. This is a read only version of the page.
close
Skip to main content
Community site session details

Community site session details

Session Id :
Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Email tracking options
Service | Customer Service, Contact Center, Fie...
Unanswered

Email tracking options

(0) ShareShare
ReportReport
Posted on by CEklx 280

Hello,

We have a Customer Service Project where we will implement it. Regarding Email Tracking & identification, what is your recommendation? We got some input that the tracking token number isn't that apricated in the subject of the email? Is it a huge risk to remove that? Smart matching seems a bit risky

I have the same question (0)
  • Anmol Dave Profile Picture
    Anmol Dave on at
    RE: Email tracking options

    Hello,

    I think you can go with tracking tokens or smart matching both of them have very good functionality and best practices for tracking email into dynamics.

    If your issue is for the CRM token getting generated while using tracking token I am not sure but you can always raise Microsoft support ticket and confirm if there is a way to customize it OOB and not show that on subject line.

    however that is how the system correlates with the email and tracks so not sure if there would be.

    For more information on tracking token and smart matching you can refer this official Microsoft document :

    docs.microsoft.com/.../email-message-filtering-correlation

    docs.microsoft.com/.../user-guide-customer-service

    And you can also use folder level tracking see below documents for it:

    docs.microsoft.com/.../configure-outlook-exchange-folder-level-tracking

    docs.microsoft.com/.../track-outlook-email-by-moving-it-tracked-exchange-folder

    Thank you.

    Regards

    Anmol

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

Responsible AI policies

As AI tools become more common, we’re introducing a Responsible AI Use…

Pallavi Phade – Community Spotlight

We are honored to recognize Pallavi Phade as our Community Spotlight honoree for…

Congratulations to the October Top 10 Community Leaders!

These are the community rock stars!

Leaderboard > Service | Customer Service, Contact Center, Field Service, Guides

#1
Tom_Gioielli Profile Picture

Tom_Gioielli 49 Super User 2025 Season 2

#2
MVP-Daniyal Khaleel Profile Picture

MVP-Daniyal Khaleel 46

#3
CU23101130-0 Profile Picture

CU23101130-0 17

Last 30 days Overall leaderboard

Featured topics

Product updates

Dynamics 365 release plans