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Dynamics 365 Community / Forums / Customer Service forum / Tracking outlook email...
Customer Service forum

Tracking outlook emails to D365

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Posted on by John Cavolina 10

I track emails from outlook to D365 in order to answer customer service requests. For some reason one of the record creation rules was turned off and now there are numerous emails categorized as "Track to Dynamics" in outlook however there is no record created in D365. I am wondering if there is a way to have these "Tracked to dynamics" emails create a record D365 (now that the rule is turned on) without forwarding them as new emails? I have tried clearing all categories on the emails and then categorizing them again as Tracked to Dynamics with no luck. 

Thanks!

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  • LuHao Profile Picture
    LuHao 40,876 on at
    RE: Tracking outlook emails to D365

    Hi partner,

    Don't forget to mark the verified answer by clicking Yes.

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    This will help other users quickly navigate to this theme.

    Thanks.  :)

  • LuHao Profile Picture
    LuHao 40,876 on at
    RE: Tracking outlook emails to D365

    Hi John,

    1. By default, failed auto tracked emails will be retried in a new synchronization cycle – approximately every 15 minutes. Retries will be done up to 5 times. If the retries fail after 5 attempts, the email will be assigned the category 'Tracked to Dynamics 365 (Undeliverable)' and no further retries will occur.

    So, for emails that are assigned to the 'Tracked to Dynamics 365' category but are not synced successfully, are their category 'Tracked to Dynamics 365 (Undeliverable)'?

    6560.png

    For the Use Outlook category to track appointments and emails, you could refer to this document: 

    https://docs.microsoft.com/en-us/dynamics365/customer-engagement/admin/use-outlook-category-track-appointments-emails

    2. If you can't sync emails using the 'Tracked to Dynamics 365' category, you could sync them using the tracked Exchange folder.

    You only need to create a subfolder of Outlook's Inbox first, set it to tracked folder in the D365, then all emails moved to it will be automatically synced to D365.

    Please refer to this document for detailed steps: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/admin/track-outlook-email-by-moving-it-tracked-exchange-folder

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