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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / A few questions regard...
Microsoft Dynamics CRM (Archived)

A few questions regarding Outlook

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Posted on by cloneill 895

How do I track emails in CRM? Whenever I try to do that, a window comes up that says: "Only items in the default Microsoft Outlook store can be promoted to Microsoft CRM.Item Name = (subject)"...what does this mean, how can I get it to stop, and what exactly does "tracking" Outlook emails in CRM actually do?

Another question: is there any way, after receiving an email from a new contact in Outlook, I create a new contact for them by hitting the "Add to Outlook Contacts" button, and then hit "Track in CRM". Is there any way to get their original email to automatically show up as an "Activity"?

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  • Neil Benson Profile Picture
    Neil Benson 7,369 User Group Leader on at

    The answer to your first question is related to your Outlook configuration. You can only track email messages from the inbox in your default Outlook mailbox. If you try and track email messages that you have moved to a sub-folder or that are in a different mailbox, you'll get that error. You might also receive this error if you are using an IMAP4 mailbox. If you're not sure, ask your system administrator.

    Second question: yes, this should be possible. Creating a CRM contact using the details in an email isn't always a great idea (the data quality is usually terrible since all you have is an email address). But it should be possible for you.

  • cloneill Profile Picture
    cloneill 895 on at

    It is my default mailbox, and the messages have not been moved to a sub-folder...it's an IMAP mailbox. Why would that cause the problem, and how do I fix it.

    And for creating a CRM contact from an email with that email being put in as an activity...how do I do it?

  • Neil Benson Profile Picture
    Neil Benson 7,369 User Group Leader on at

    As far as I'm aware, CRM for Outlook doesn't support tracking emails from IMAP mailboxes due to limitations of the IMAP protocol. You'll need to switch to POP3 or use an Exchange mailbox.

  • AaronRic Profile Picture
    AaronRic 10,035 on at

    You are correct. IMAP is not supported with the CRM client. To create this email as an activity, simply click Track in CRM or select Set Regarding and choose this contact.

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