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Hi,
We're using CRM online 2015 and most users never install the Outlook add-in (we have an email router).
Generally the only emails we send are generated by processes, so they have the Lead or Opportunity record set as the 'regarding' record and it's vital that we can see these emails as activities on the relevant records so that we know they've been sent.
However, we may start to email customers directly and don't want the tracking token visible, but still want the emails to be recorded as activities against the records.
My question is - if I turn off tracking (removing the token), but the emails still have the 'regarding' record set, surely the email will still be linked as an activity to the correct record?
For the odd email that is sent without the regarding field completed, I hope smart tracking will work ok.
Thanks.
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Yes if you turn off tracking but your workflow is created so that it always sets the email regarding the opportunity or lead then you'll see the activity under those entities. You'll also see the activity under the account that the opportunity is for or the contact it was sent to as these are related regarding activities. If you try to use smart tracking without a token in the subject you'll get mixed results, especially if you have a common subject line. Ideally always set regarding then you'll be fine.
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