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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Dynamic 365 for Outloo...
Microsoft Dynamics CRM (Archived)

Dynamic 365 for Outlook client email tracking

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Posted on by TrevorB 105

Hi

Using Dynamics 365 online (V9.1) with the Outlook client. When I track an email it tracks an activity against every person (email addresses ‘cc’) that are in the email. I have tried with both using the tracking button and using the set regarding option but makes no difference.

Have tried a number of options in the Systems Setting > Email tab such as ‘smart tracking’ and the Set to,cc,bcc fields as unresolved values’ but can’t seem to get the required result.

System-Setting-Email-tab.png

It was originally also posting an activity against the system user (where they are a contact in the system) but by unchecking “Track Emails sent between Dynamics 365 Users as two activities’ resolved this part.

 Appreciate any assistance as I am new to using the Dynamics 365 Outlook client and struggling through this. If anyone has links to a good, easy to understand tutorial would appreciate that as well.

 

Regards

Trevor

 

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I have the same question (0)
  • Damien Rosario Profile Picture
    Damien Rosario 20 on at

    Hi Trevor

    I hope you are well.

    I'm not quite clear on what you are requesting.

    Are you asking for a way to stop tracking an activity against each person listed in the email? If it's something else, can you please elaborate?

    Cheers

    Damien

  • TrevorB Profile Picture
    TrevorB 105 on at

    Hi Damien

    Thanks for your quick response. Appologies for the confusing question but yes, that is what I am trying to acheive. Basicaly I only want to track against the email address in the 'To' field or 'From' field. Hoping this is a simple setting I am missing and is possible to do.

    Regards

    Trevor

  • naZir Profile Picture
    naZir 850 on at

    UnTrack option in Outlook will delete the record from CRM but will be there in outlook. but it will take time upto 15 minutes. And If i am not wrong It's out of the box feature, It's not possible to configure for neither "to" nor "from". Once it is tracked in outlook record will be tracked in CRM against each user.

  • Verified answer
    Srihari Profile Picture
    Srihari 350 on at

    Hi Trevor,

    When you track an email, the resulting activity record that is created in Dynamics 365 will have the email addressed in To, From, CC and BCC fields as activity parties. This resolving of email address and the subsequent activity party link cannot be established selectively, on From or To fields only.

    docs.microsoft.com/.../work-with-activities

    Srihari

  • TrevorB Profile Picture
    TrevorB 105 on at

    Hi All

    Thanks for your prompt assistance. I was concerned this may create some confusion when other users view records and for reporting however on closer inspection its clear who is the 'to' and 'from' and who has just been 'cc' or 'bcc'.

    Thanks again for all your replies.

    Regards

    Trevor

  • Damien Rosario Profile Picture
    Damien Rosario 20 on at

    Great to hear Trevor! All the best.

    Cheers

    Damien

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