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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Tracking emails based ...
Microsoft Dynamics CRM (Archived)

Tracking emails based on Set Regarding but ignoring contacts

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Posted on by Community Member

Hi,

I am having an issue with tracking emails in Dynamics 365 CRM. We are currently setting the incoming email under "Set Regarding" to the correct Account and it links perfectly. However my company is also effectively one of our clients and thus just about everyone of these emails are also linking to our company account because it is tying the CC'd individuals that service the account to them being a member of our account. 

Example:

Jane Doe from ABC Company emails Eric Anyone from 123 Company (us). 

Eric sets the "Set Regarding" to the ABC Company

The Email is now being tracked in the ABC Company, which we want.

But Also it is being tracked in 123 Company because 123 Company has Eric Anyone as a member.

Is there any way for us to have it only track based whomever is "Set Regarding"?

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I have the same question (0)
  • Suggested answer
    sandeepstw Profile Picture
    sandeepstw 4,601 on at

    Hi,

    You can set multiple regarding to track multiple records in crm.

  • Community Member Profile Picture
    Community Member on at

    Hi Sandeep,

    Thank for the response.

    We are actually looking to be able to only have it track based on the Account under Set Regarding. We are currently having issues where it is identifying our co-workers and ourselves who are also on the email chain as being contacts to our own company as a client so every email is being both correctly filed because of the account but incorrectly filed under our company because of it tracking recipients instead of just who we do under Set Regarding.

    Further clarification:

    My division is a provider of a group healthcare pool. We have 180 companies buying healthcare together that we track all the employees within those companies that have company provided insurance. One of the 180 companies in the pool is our company. Therefore all of the employees in my division are in CRM twice, once as a member of our division which is running the pool. And once as an employee with healthcare for a company within the pool. 

    I need someway to have CRM to just track based on the Set Regarding and disregard who is on the email chain. 

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