Some Users Can't See Email Activity on CRM - What am I doing wrong?

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Hi,

So we track our leads incoming and outgoing emails through CRM. My personal account works perfect, however others don't. Under personal settings, I've got everyone's to track email messages from CRM leads, Contacts, and Accounts. Under system email settings, we're using Exchange, and "Use correlation, and Smart Matching".

So what have I missed? Is there something on their personal user I haven't done?

Thanks!

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Community Member on at

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Just want to point out that everyone's outgoing emails sent to contacts, leads, and etc show up fine in CRM - It's just the incoming emails that don't show up

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AFTAB HUSSAIN Microsoft Employee on at

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Hello Kimberly,

Refer to the link below. Hope this helps.

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

Thank You !

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Community Member on at

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Hi Aftab,

Thanks for the message. We don't use CRM for outlook, just CRM Online.

Any other suggestions?

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Aileen Gusni 44,524 on at

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Hi Kim,

Do you mean the users cannot see the Email records?

If it is what you are referring to, it can be caused by Security Role, you need to enable the Activity privileges.

Hope this helps!

Thanks.

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HI Aileen,

Sorry I wasn't specific. Here's what's happening. In CRM, I have settings our tracking settings set to CRM leads, Contacts, and Accounts. I'm also using smart matching.

When we go into a lead, and send them a message - I want the corresponding messages to show up under activities. For my user, it seems to be working fine. Both incoming and outgoing messages show up.

However, for everyone else, their outgoing messages are only showing up - not the leads responses. I feel like I might have their personal settings set up wrong or something.

Thanks for your help as usual!

Kimberly.

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