Automatic Tracking for Incoming Mail (Outlook --> Dynamics 365)

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Hi,

My organization (in 9.0 version) have to track Email messages in response to Dynamics 365 email. To do this I followed this DOC

My question is: Users must have Microsoft 365 for Outlook App added on Outlook to do this process?

Because without Microsoft 365 for Outlook App Users can send mails from CRM but It seems that emails in response are not tracked in Dynamics

Thanks

Sergio

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LuHao 40,886 on at

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RE: Automatic Tracking for Incoming Mail (Outlook --> Dynamics 365)

Hi Sergio,

Sorry, based on this is a new question, I suggest you post another ticket in Community to describe the problem with the mentioned exception, so that more experts can solve it.

In addition, if my answer helped you solve this problem，please mark the reply as answer so that it can help others. : )

Best Regards,

Lu Hao
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RE: Automatic Tracking for Incoming Mail (Outlook --> Dynamics 365)

Hi Lu,

My collegue try to track manually a mail from Outklook to Dynamics 365: It works fine =)

I checked in advanced find the trace of mailbox and I find this error

From the description: mailbox doesn't synchronize at this moment the outcoming mail because of an update of the mailbox record

It seems that about this issue the emails in outlook haven't the reference of original Dynamics emails and so obviously the tracking of these emails doesn't exist --> ='(

Thanks

Sergio
LuHao 40,886 on at

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RE: Automatic Tracking for Incoming Mail (Outlook --> Dynamics 365)

Hi Sergio,

I am sorry that my answer direction has been a bit offset.

You are right. Just using SSS is sufficient to track automatically mail. You can refer to this article.

But please note that you cannot manually track emails, and you will miss many of the convenient tracking features of Dynamics 365 App for Outlook.

You can refer to this article to understand the benefits of SSS.

Hope this helps.

Best Regards,

Lu Hao
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RE: Automatic Tracking for Incoming Mail (Outlook --> Dynamics 365)

Hi Lu,

I, with my user, can track manually email from outlook to Dynamics 365 - Now I ask to another user with Dynamics 365 App for Outlook to try ;)

However, for me, Server-side Synchronisation (for inbound mail) active and the personal option for tracking mail configured are sufficient to track automatically mail from Outlook to Dynamics 365, because my incoming emails (from dynamics 365 emails) before adding dynamics 365 for app, are tracked in Dynamics 365

Thanks
Sergio
LuHao 40,886 on at

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RE: Automatic Tracking for Incoming Mail (Outlook --> Dynamics 365)

Hi Sergio,

I followed your 5 steps and succeeded, the email has been tracked in CRM. I uesd Dynamics 365 App for Outlook.

(Please note that tracking activities is not supported when Dynamics 365 App for Outlook and Dynamics 365 for Outlook are used together by the same user. Choose one or the other.)

If you can't automatically track your email, try manually tracking your email first. You can refer to this article to understand it.

Click on Look for Records under Set Regarding in Dynamics 365 for Outlook and select the user to track.

After waiting a few minutes, the tracking is complete. You can view the tracked emails in Dynamics 365.

If manual tracking of emails is successful, please check if Dynamics 365 App for Outlook is configured successfully according to this tutorial.

If manual tracking of emails still fails, it may be that your Server-side Synchronisation is not configured successfully.

Hope this helps.

Best Regards,

Lu Hao
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RE: Automatic Tracking for Incoming Mail (Outlook --> Dynamics 365)

Hi Shidin,

I have to configurate the email tracking following the guide and yours help but nothing works

I tell you my steps:

I have the Exchange server profile active (my user can send emails and the response of these emails are tracked in Dynamics, but the other users can't do this)

I have another mailbox with the same configuration as my user (user can send emails from Dynamics 365)

I add Microsoft Dynamics 365 App for Outlook to this User

In personal option the user set the tracking for Email messages in response to Dynamics 365 email

the user checks the integration in Outlook Client

Test: He sends to me a email from Dynamics 365, i respond to this within Outlook but the email doesn't track in CRM

=(

Thanks

Sergio
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Shidin Haridas 3,497 on at

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RE: Automatic Tracking for Incoming Mail (Outlook --> Dynamics 365)

Hi Sergio,

My recommendation would be to install the Dynamics 365 app for Outlook, as you rightly said.

Do the following steps as well:

In System settings., under email tab, set the smart matching and enable tracing token.

Under personal settings, email tab, set track email to 'Email messages in response to Dynamics 365 email'.

Server-side sync (SSS) will take roughly close to 5 minutes to sync the response email back into Dynamics 365. This time gets shorter as you use this feature more frequently.

If the above steps do not work, try changing the track email option in the second screenshot to 'All email messages' and see if the SSS is working as expected. But wait for sometime to see if the mails are being tracked.

Additionally, you can set up a folder-tracking rule. Then create an Outlook inbox rule to move certain emails into that folder. This will be picked up by Dynamics 365.

Let me know if the above works or you need more info.

If my answer helps you, please mark it as verified.
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RE: Automatic Tracking for Incoming Mail (Outlook --> Dynamics 365)

Hi Lu,

so one of this plugin (Dynamics 365 for Outlook or Dynamics 365 App for Outlook) is required to track automatically Email messages in response to Dynamics 365 email?

It is not sufficient that I have configured e tested the mailbox in Dynamics CRM

and in my personal option I selected: Email messages in response to Dynamics 365 email

right??

Thanks

Sergio
LuHao 40,886 on at

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RE: Automatic Tracking for Incoming Mail (Outlook --> Dynamics 365)

Hi Sergio,

In addition to Dynamics 365 for Outlook, you could also use Dynamics 365 App for Outlook. Note that these two are not the same plugin.

You can refer to this article to know what Dynamics 365 App for Outlook offers,

and this article to understand their Comparison and Deployment of Dynamics 365 App for Outlook.

You could also use Exchange folder. You could refer to this article: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/outlook-addin/user-guide/track-outlook-email-by-moving-it-tracked-exchange-folder

You could also use Email Router. You could refer to this article: https://docs.microsoft.com/en-us/previous-versions/dynamicscrm-2016/administering-dynamics-365/dn832088(v=crm.8)

Hope this helps.

Best Regards,

Lu Hao