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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Track button in Micros...
Microsoft Dynamics CRM (Archived)

Track button in Microsoft Dynamics CRM

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Posted on by Community Member

I am having an issue where when I receive an email from a potential client and I want to convert that to a lead. I click on the "track" button in outlook but the section to convert stays grayed out. Can anyone please help. Thank you

Track button not clicked                                                               Track button clicked

untrack.PNG   track.PNG

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  • Suggested answer
    ScottDurow Profile Picture
    ScottDurow 23 on at

    Hi,

    The issue is that the email has not yet been created in CRM (you can see this because the 'open in CRM' button is also not enabled) - When using Server Side Sync (which I guess you are) the tracking process is async and so you'll need to wait a while until the email is pushed up to CRM - once this process is complete, the buttons will become available.

    Hope this helps,

    Scott

  • Community Member Profile Picture
    Community Member on at

    Thank you for your reply Scott

    Here's what I want to do. Assume a person contacts me about my product. And I want to add that contact to my CRM from outlook. How do I do that so that I can track him or her afterwards.

    Thank you again

    Shabeer

  • Community Member Profile Picture
    Community Member on at

    Also should I change my synchronization way to push emails automatically to CRM. If so, what should be the option.

    Thank you Scott

    Shabeer

  • Suggested answer
    ScottDurow Profile Picture
    ScottDurow 23 on at

    Hi,

    You have two options. If you track the email and you have 'automatically create contacts'  option set (see www.microsoft.com/.../set-personal-options-that-affect-tracking-and-synchronization-between-crm-and-outlook-or-exchange.aspx) - then you will get both the email and the contact when creating the email.

    Alternatively you can create an outlook contact from the email (using standard outlook contacts) and then track the contact.

    In both cases if you are using server side sync you will need to wait a little bit until the records are created in CRM.

    Hope this helps,

    Scott

  • Suggested answer
    ScottDurow Profile Picture
    ScottDurow 23 on at

    If you want to create contacts/emails immediately when they are tracked you will need to use Outlook Sync and not server side sync - see survivingcrm.com/.../synchronization-vs-tracking-understanding-activity-management-options-dynamics-crm

    Hope this helps,

    Scott

  • Community Member Profile Picture
    Community Member on at

    Hi Shabeer,

    I agree with Scott.

    Along with his findings you can use the below article as reference.

    www.microsoft.com/.../set-an-option-to-automatically-track-incoming-outlook-email-in-crm-for-outlook.aspx

    Hope this helps you.

    Regards,

    Bilal

    Microsoft Dynamicsâ„¢ CRM Support Engineer

    "Please mark my answer as verified if you found it helpful"

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