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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / emails are tracked in ...
Microsoft Dynamics CRM (Archived)

emails are tracked in CRM unknowingly

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Posted on by Holly Li 241

We are using CRM 365 on-premise V9. I found some of users' emails are tracked in CRM. They are not emails responding emails from CRM. I am not sure how the system selecting emails to create activities.

More system info:

Email option for user in Personal Option is set to : Email messages in response to Dynamic 365 email.

Email option for user's queue is set to : Email messages in response to Dynamic 365 email.

Our system users all have a corresponding contact record in the system too. (not sure if it is relevant)

Any help? Thanks in advance!

Holly Li

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I have the same question (0)
  • Rob Landolt Profile Picture
    Rob Landolt 495 on at

    Hi Holly,

    Having users with contact records with the same email will definitely cause this. The best thing to do is get rid of the contact records or have them switch to an auxiliary email account if they have one. Another problem is that users can easily get saved as contact records if a user accidently tracks a record in CRM and it automatically creates a contact or if an email comes in with the same address from a 3rd party system like HubSpot or Click Dimensions. I routinely go through D365 and sweep out any contacts with our domain in the email address and they'll come back a few days later. :(

  • Holly Li Profile Picture
    Holly Li 241 on at

    We are a school so we have the situation that some of the CRM users have to be contacts (e.g they are “instructor” type of contacts that are used in other functions). Is there a way to handle this situation?

    Thanks

    Holly

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