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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Outlook Email Tracking
Microsoft Dynamics CRM (Archived)

Outlook Email Tracking

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Posted on by Albert Kim 200

So I am having an issue with email tracking.

 

I have the token enabled. One of my users reported that an email is tracking incorrectly in that it is linking to the wrong record.

I took a look at it and it was linked to multiple opportunities and leads to which it had no relation. 

 

What could be the cause of this?

 

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  • Gus Gonzalez Profile Picture
    Gus Gonzalez 27,113 on at

    User Error?

    If they are setting the correct Opportunity and Lead on the Set Regarding field, how can it map incorrectly?

  • Albert Kim Profile Picture
    Albert Kim 200 on at

    That is what I am leaning toward as well. The only thing I can think of is if they hit Track instead of Set Regarding.

    The problem is that if they click track, wouldn't that only link two different records together? This ended up with about 20 different opportunities, leads, and contacts. It was weird.

    Is there a way I can audit who did what with a record? As in who made changes, who tracked something, who set regarding a certain activity?

  • Gus Gonzalez Profile Picture
    Gus Gonzalez 27,113 on at

    Track only tracks against the contact that sent the email on the first place...it would not Track against opportunities or leads.

  • Albert Kim Profile Picture
    Albert Kim 200 on at

    We set it up that when track is hit, a lead is created.

    Anyway, while I can lean toward human error that probably caused this, could the CRM be associating similar email subjects, contacts, etc? Sometimes our sales people use the same subjects since we have template driven emails.

    We do have tokens enabled so I thought this would solve that problem.

    Could internal replys and forwarding also throw this setup into chaos?

  • Gus Gonzalez Profile Picture
    Gus Gonzalez 27,113 on at

    I don't think so...My experience tells me that only contacts are linked when you hit Track, to track an email to an Opportunity you must use Set Regarding.

    Are you on CRM Online?

  • Albert Kim Profile Picture
    Albert Kim 200 on at

    If you go into CRM options under the email tab in the "Automatically create records in Microsoft Dynamics CRM"

    Check Create, and select Leads from the drop down box.

    So when you click track, a lead will be generated automatically.

    I am on CRM Online.

    I understand that to link emails to the CRM system, Set regarding has to be used.

  • Gus Gonzalez Profile Picture
    Gus Gonzalez 27,113 on at

    Well, not necessarily.

    A Lead is created if the sender of the email couldn't be found in CRM. Outlook will not create a Lead every time you track an email.

    You don't have to use "Set Regarding" all the time. If you click Track (without Set Regarding), the email will be tracked in CRM against the contact that sent the email to you. If that company works for an account, the email will be also visible from the account record's closed activities section.

    Does that make sense?

  • Albert Kim Profile Picture
    Albert Kim 200 on at

    I gotcha. So if there is a lead/contact/opportunity already and a user hits Track, it will go to the Contacts file (we don't use accounts) instead of the lead/opportunity. To make sure it goes to the correct lead/opportunity we should Set Regarding?

    Or do we Track first to link it to the Contact record and then Set Regarding to the Lead/Opportunity?

    I'm trying to figure out what cause that mixup. Was it because someone tracked or set regarding? Could it have been due to tracking an email between two users?

    I also need to do the following:

    Sometimes our production team will look at the opportunity and go to Closed Activities to see the emails between the sales team and the customer. Sometimes the emails between the sales team and the customer are in the lead and can't be seen from the opportunity.

    I'm trying to show the "Closed Activities" completed on the Lead in the "Activities" or "Closed Activity" tab in Opportunities.

  • Gus Gonzalez Profile Picture
    Gus Gonzalez 27,113 on at

    Albert,

    The process in your case is to Set Regarding to the Opportunity. Set Regarding triggers contact tracking automatically as well.

    So Set Regarding the opportunity should be all you need.

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