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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / CRM for Outlook - in s...
Microsoft Dynamics CRM (Archived)

CRM for Outlook - in some instances is tracking Internal eMails automatically inadvertently, why, how to control this?

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Posted on by Peter V.S. 185

CRM for Outlook - in some instances is tracking Internal eMails automatically inadvertently, why, how to control this?

Once scenario:  An internal manager sends an eMail to their team. The internal manager is NOT a CRM user.  However, one of the recipients/staff is a CRM user, and is also a CRM contact.  The staff uses their company eMail as their primary eMail in CRM Contacts as they are also a 'customer' contact of the company.  It seems that the original eMail from the internal manager (not a CRM user) is getting auto tracked into CRM, as there appears to be match on the contact record.

How do you suggest, controlling this scenario? We've been checking the auto tracking settings for some of the recipients - which have the auto tracking turned off... however, for one user, even though its turned off (or so we think - disabling the auto tracking feature in Options and also in Diagnostics) the eMail shows as if its tracking in CRM.

Its CRM 2011 on premise, integrated with Outlook 2010.

 

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  • Suggested answer
    AaronRic Profile Picture
    AaronRic 10,035 on at

    Hi Peter, I would recommend reviewing the tracking blog series on the CRM blogs site. This should explain each setting and how this can affect automatic tracking.

    community.dynamics.com/.../default.aspx

  • Peter V.S. Profile Picture
    Peter V.S. 185 on at

    Thanks for sending. I have read through the blogs.  CRM for Outlook does seem to be doing what it should, but, since our business scenario is one where we have staff / users who are ALSO Contacts in CRM, and are set up with their 'work/company' email - as their primary/secondary email address internal emails may/are inadvertently getting tracked automatically.

    We do not see any option where you could somehow exclude by contact or email address, or domain , the auto tracking... so, not ideal, but so far our best solution seems to suggest to remove/delete those eMail addresses- from the Contacts entity, if we want auto tracking to be on for 99.5% of the contacts, but exclude the 0.5% of staff who are also contacts....

  • ProSquirrel Profile Picture
    ProSquirrel 5 on at

    Hi Peter,

    I also have this exact requirement. Whilst the auto email tracking when contact found feature is great it does really lack exclusion list or alternatively a way to flag certain contacts that emails should not be tracked for.

    This would be near the top, if not top, of my wish list for CRM features as the majority of clients I have worked with on CRM implementations have asked for it .

  • AaronRic Profile Picture
    AaronRic 10,035 on at

    Thanks for the update Peter. You are correct. There is no functionality to exclude certain contacts, etc... I would recommend entering this as a product suggestion at the link below so our product managers can take a look at it during their reviews:

    connect.microsoft.com/dynamicssuggestions

  • Community Member Profile Picture
    Community Member on at

    Has this feature been implemented in Dynamics CRM 2013 or Service Pack 1? We are experiencing the same and it is a show-stopper. We won't be able to adopt CRM if we can't guarantee that internal emails and select blacklisted email addresses are not tracked.

  • Suggested answer
    AaronRic Profile Picture
    AaronRic 10,035 on at

    If the contact selects do not allow Email, this should prevent an email from tracking against that record.

  • Community Member Profile Picture
    Community Member on at

    Thank you, but I don't think this addresses the problem.

    Any emails between two internal contacts should by default not be tracked.

    I believe what you are proposing means that each conversation needs to be manually tagged as "do not allow email". This opens up too much room for inadvertently tracking confidential email - imagine employees looking up emails between managers!

    We are looking for a CRM that can be used as a global contact list, including for employees.

    Looking forward to a solution as this is the one thing holding up our CRM implementation.

  • AaronRic Profile Picture
    AaronRic 10,035 on at

    Out of the box, this is not possible. There are no settings to disable tracking only for internal users. This would have to be done manually. Otherwise, you can change the settings for tracking in the Personal Options and disable automatic tracking at all. This would prevent tracking to internal users but would require manual tracking in all other cases.

  • Suggested answer
    SP-CRMConsultant Profile Picture
    SP-CRMConsultant 5 on at

    Hi Aaron:

    Just wondering if anyone has proposed any work arounds?

    •  Like my customer using a different e-mail domain for the sales and inside sales team.  This would be a pain though.  They have to keep the e-mails separate for auditing purposes from other team members for auditing and integrity of testing data.
    • Securing only Sales, Accounting, IT can see the Dynamics CRM web page, operations or other teams cannot see the CRM web page.

    I understand the product is working by design.   I will probably educate my customer to remove themselves as contacts in Dynamics CRM 2013 and just stay as Dynamics users.

    This is a small customer that has recently migrated from a non-Dynamics CRM app to Dynamics; so it was not an issue before they migrated.

    Thanks again!..

  • Community Member Profile Picture
    Community Member on at

    We are still experiencing this issue. After removing all employee contacts from CRM I added a Business Rule to the contacts that warns and then changes the email address of that contact if the email ends with "@mycompany.com"

    I still have to test this with imports from Outlook etc. I added a second action to the business rule to change the value of the email address to hopefully stop any auto syncing from server-side sync with employee email addresses.

    My thoughts are that if the contact is not opened in  CRM the business rule will not run until the record is opened.

    Can anyone confirm this?

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