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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / D365 - How does Email ...
Microsoft Dynamics CRM (Archived)

D365 - How does Email Tracking works?

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Posted on by MRVIX 1,272

How does Dynamics CRM Email Tracking works?

  1. Does it track the Email thread? 
  2. Is there a way for me to update the email tracking settings?; I would like to limit the tracking of the email.

Example Scenario[for #2]:

  1. User 1 sends an email to User 2; 
  2. User 1 tracks the email mentioned from number 1.
  3. User 2 received the tracked email, then forwards the tracked email to User 3
  4. (ISSUE) The email that is forwarded to User 3 is also tracked to CRM; (What I want to do) I would like to prevent the forwarded messages to be tracked in CRM. Is this possible?

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  • Suggested answer
    RaviKashyap Profile Picture
    RaviKashyap 55,410 Moderator on at
    RE: D365 - How does Email Tracking works?

    Hi,

    You can use the tool available in XRM Toolbox to update the user setting-

    www.xrmtoolbox.com/.../MsCrmTools.UserSettingsUtility

    Hope this helps.

  • MRVIX Profile Picture
    MRVIX 1,272 on at
    RE: D365 - How does Email Tracking works?

    Hi Ravi,

    Thanks! I'll try that.

    But does this approach means that the personal settings will be update one by one for each user?

  • Suggested answer
    RaviKashyap Profile Picture
    RaviKashyap 55,410 Moderator on at
    RE: D365 - How does Email Tracking works?

    Hi Marjorie,

    You could still control if user can change their personal setting or not by security role. Security Roles --> Business Management --> User Settings

    Hope this helps.

  • MRVIX Profile Picture
    MRVIX 1,272 on at
    RE: D365 - How does Email Tracking works?

    Hi Goutam,

    Thanks for your response, I got your point there, but since it's setting the Personal Options of a User, any User will still be able to change the settings if they like. I'm trying to find a way where in they can't update the settings on their own.

    I want to totally prevent the tracking, for example I received a tracked email and then forwarded it to another User, let's assume that my forwarded email contains sensitive data, which is not to be seen by the one who is currently tracking it.. I'm thinking of a way to classify my email as private so the email content won't be exposed to other users.. Any thoughts?

  • Suggested answer
    RaviKashyap Profile Picture
    RaviKashyap 55,410 Moderator on at
    RE: D365 - How does Email Tracking works?

    Hi,

    I don't think there is a config to achiev eyour exact requirement to not tracke the forward messages but as suggested above you can check if "Email messages from Dynamics 365 Leads, Contacts, and Accounts" works for you.

    Hope this helps.

  • Suggested answer
    gdas Profile Picture
    gdas 50,091 Moderator on at
    RE: D365 - How does Email Tracking works?

    Hi Marjorie ,

    I think below reference will give you all the answers -

    docs.microsoft.com/.../set-option-automatically-track-incoming-outlook-email

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