How to efficiently used CRM prefix

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Posted on by Community Member

Dear all,

I have been working for a while with dynamic online and I was wondering about some process which is unclear to me.

When you have for instance Outlook CRM active and you decide to track a record, it adds to the email a CRM prefix to the records.

First question I have is how to use efficiently this record, how to find it in CRM ?

I understand the prefix while using CASE for technical support, but for a track email for instance how to use it ?

Does the prefix is corresponding the contact which is track also, or created, or the account

Thnaks for your clarification

regards

serge

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Aiden Kaskela 19,696 on at

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Hi Serge,

The CRM suffix added to emails is a tracking token and is configurable (and can be disabled) in Settings -> Administration -> System Settings -> Email. The tracking token is added to make email more accurate when somebody replies to your email. The email would normally be tracked in CRM, but with the tracking token then it'll know that the email is in response to a previous email and also sets the regarding information.

Hope this helps! I'd appreciate if you'd mark this as Answering your question.

Thanks,

Aiden

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Community Member on at

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Thanks for your reply.

What I was wondering is that does this CRM suffix is well received by customer email system and not spam at some points ?

How do you use it from your side ?

regards

serge

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Aric Levin - MVP 30,190 Moderator on at

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This is how you would receive it. My junk email filters do not filter this email, but again it is from a known recipient.

I would run some tests with users to see how it is received. Different for every organization.

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Community Member on at

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Th problem is that when I reply to a customer which has been tracked email , as subject it will include the prefix.

So what is the way to go ?

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ashlega 34,477 on at

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You can only do two things: either disable the prefix or let it be:) Both ways are acceptable, but having a prefix allows Dynamics to match those emails to the original "threads" better. Why is it bothering you?

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Community Member on at

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Hello Alex,

I am just trying to understand how you all are using those and be sure I am using it in proper way.

By adding the CRM 365 app for outlook, the set rearding for an email tracking is only option to have it for Account or contact.

What is the way to change the Set Reagarding to an opportunity or a case ?

regards

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Verified answer

Aiden Kaskela 19,696 on at

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Hi Sergec,

To change the entities available, follow the steps here (I answered the same question a few months ago :) community.dynamics.com/.../231060

Hope this helps! I'd appreciate if you'd mark this as Answering your question.

Thanks,

Aiden

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