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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Server-side Sync tracking
Microsoft Dynamics CRM (Archived)

Server-side Sync tracking

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Posted on by Mika Johannes 35

Hi all. Can someone give me a clear clarification about email tracking when using server-side synchronisation. We have set the settings for "process email using" to server-side synchronisation. Incoming and outgoing email and appointments, contacts and tasks are also chosen server-side as sync method. With these settings, does it mean that every incoming email will be tracked from users outlook to CRM? Or can user choose manually what incoming emails he/she wants to be tracked?

I have the belief, that when you choose server-side sync as synch method for incoming emails, you cannot decide certain emails to be tracked, and it will sync all emails automatically, is this the case?

And if all emails will be tracked from Outlook to CRM, what is the benefit for using Dynamics CRM App For Outlook if all emails will be tracked automatically to CRM. Or do I need then switch the incoming email synchronisation from server-side sync to some other option? 

1004.Email-settings.png

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  • Suggested answer
    Julie Glasgow Profile Picture
    Julie Glasgow 110 on at

    Hi Mika,

    The Server Side Synchronisation is just the method of synchronisation, and these settings do not determine which emails get tracked. Under the Personal Options > Email tab is where you choose which messages you want to sync. You have 3 options as shown in the screen shot below. 

    42564.Capture.JPG

    I hope that answers your question. 

  • Mika Johannes Profile Picture
    Mika Johannes 35 on at

    Hi Glasgow123. Thanks for the time answering my question. Ok, so if I choose from personal options the option "all email messages", then all the incoming mails from my outlook will be tracked to CRM, that makes send to me.

    What about the new Dynamics CRM App for Outlook. What is the purpose of this App and what should I select to incoming email and personal settings Track options when using this App. Or is this App just an additional way to sync those emails that hasn´t been tracked to CRM automatically? Lets say I have incoming email set to served side sync and personal option "email messages in response to CRM email". Now I get email from customer that is a contact in CRM, but this email isn´t response to email that is already tracked to CRM. So in this case the email would not be tracked to CRM automatically, but if I want to sync this email to CRM, I could do it manually when using the App? Have I understand it correctly?  

  • Verified answer
    Julie Glasgow Profile Picture
    Julie Glasgow 110 on at

    Hi Mika,

    You're right! The app is just, as you say, an additional way to sync those emails that haven't been tracked to CRM automatically.  

    In your example, i.e. "incoming email set to served side sync and personal option "email messages in response to CRM email", you would still need the app to to track the 1st message if you sent it through Outlook. E.g, you're emailing a client and it's the initial email in what will become a chain/conversation, you would need to 'track' the 1st email you send using the app, then the subsequent emails in that particular chain will be auto-tracked. Of course, if you sent the initial email from within CRM, then it would be auto-tracked.

    You could simply use SSS to track emails, but only if you're  using 'Folder Level tracking'. In the example above, you would need an app to 'track' the 1st email. Here you have 2 options, the new lightweight app, or the original Outlook CRM add-in to do this. In my experience there are pros and cons to both. In my experience, the original add-in is chunky and can cause Outlook to be slow/crash. When it does work, the user-experience is better than the lightweight app. The lightweight app is good as you don't have to install a heavy add-in, but in my experience, when tracking emails, it take quite a few seconds longer while the CRM connects and looks up the record. It all depends on your situation and users. 

    In reference to your last sentence:  "Now I get email from customer that is a contact in CRM, but this email isn´t response to email that is already tracked to CRM. So in this case the email would not be tracked to CRM automatically, but if I want to sync this email to CRM, I could do it manually when using the App? Have I understand it correctly? "  - Yes you have understood this correctly. 

     


    Hope that helps. 

     

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