Track existing Exchange emails in Dynamics 365

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Posted on by Community Member

A potential client has tens of thousands of emails, including attachments, in an Exchange online instance. They have many public folders in their Exchange online instance. Currently, when an email is received, the potential client is dragging the emails from a personal or team Inbox to a public Exchange folder, which represents a customer, in order to provide broader visibility across their service department.

The client is looking to implement Dynamics 365 for Sales and would like to track (i.e. "set regarding") these past emails to the related Dynamics 365 Account records via the relationship of the Contact on the email to an Account (and the corresponding chain of emails that are part of a conversation). Make the assumption that the Account and related Contacts will be set up in order to establish the relationship.

We've demonstrated the Dynamics 365 App for Outlook and the "set regarding" functionality on new emails (and appointments and tasks) and the potential client is happy with the functionality.

How would one go about mimicking the "set regarding" functionality on existing emails in their Exchange instance? I'd appreciate any help in identifying a technical article that explains how to accomplish this. Thank you!

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Nicolas.Plourde 240 on at

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You can use folder tracking inside Outlook. From what I understand it would fit your needs. But it doesn't solve the problem of synchronizing everything day 1, effortless.

https://docs.microsoft.com/en-us/dynamics365/customer-engagement/admin/track-outlook-email-by-moving-it-tracked-exchange-folder

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Nicolas.Plourde 240 on at

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You can also look into this preview feature called Auto Capture.

https://docs.microsoft.com/en-us/dynamics365/customer-engagement/admin/auto-capture

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Syed Ibrahim 6,257 on at

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You can create console with your logic to map email to which account or contact I'd it belongs to and retrieve email from the mail box and create email activity in crm with regarding field as customer which they belongs too. Before that you should create customer details like account and contact in Crm.

Hope this helps

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Community Member on at

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Nicolas,

Thank you for your reply. I have explored folder level tracking as an option for new emails but this potential client has tens of thousands of past emails that they wanted tracked as an email activity (with attachments) within Dynamics 365. Also, folder level tracking has a limitation of 25 folders per user and this client is managing 1400+ clients of their own with a staff of less than 20.

I'm looking for an option that is not a data import activity with a third-party application.

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Community Member on at

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Syed,

Could you possibly include a few screen shots of what you mean by creating a console? Are you referring to the Exchange Admin Center and, if so, could entries in public folders be updated en masse' to perform the "set regarding" action?

Thank you for your response!

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