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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Track Outlook Email in...
Microsoft Dynamics CRM (Archived)

Track Outlook Email in CRM for Outlook (Matching User's or Contact's Email?)

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Posted on by Tamim AlKhiamy 135

Hi,

I am facing inconsistent behaviour in terms of Email tracking using CRM for Outlook (against User/Contact)

As mentioned in this link: https://www.microsoft.com/en-us/dynamics/crm-customer-center/set-an-option-to-automatically-track-incoming-outlook-email-in-crm-for-outlook.aspx

"CRM for Outlook will try to match the email address of recipients to an email address in CRM. If it can't find a matching record, it will automatically create a contact or lead record."

So when I click on Track button the Email is tracked and the Contact is created; However if the contact is exist in CRM as User, CRM for Outlook is matching the User record and does not create a new Contact, and even if we create the contact manually, the CRM for outlook is keep matching the User record only, and ignoring the matched Contact.

in different environment sometimes Contact record Only is matched and the User record is not showing  and sometimes both matched and shown as Related records.

I don't know why the Contact record is not matched if there is User record has same email address (Knowing that the contact record is owned by the same user, and the user I am using for testing is System Administrator), any one knows about how CRM for Outlook is matching records (CONTACTS OR USERS)?

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  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Track Outlook Email in CRM for Outlook (Matching User's or Contact's Email?)

    Hi Tamim -

    Although I cannot give you the exact why - inconsistent tracking behavior occurs with organizations who keep Contact records that match email of their users.  

    There are blogs out there that explain how the tracking works - dipankarbhattacharya.com/.../understanding-the-tracking-and-synchronization-of-activities-with-dynamics-crm

    I would take a look at that feature of auto creating contacts - for most CRM systems using this feature, it is a surefire way to create duplicate contacts in CRM.  As CRM only matches on email address.  For example lets say User 1 has contact 'Bob Smith' (but no email address on Bob Smith).  User 2 tracks email from Bob Smith - which creates a new Bob Smith under User 2 automatically.  Involve Contacts that use different email addresses and this problem exponentially increases.

    Although you could dig into custom code to modify the out of box behavior - you would have to weigh the cost/benefit.

  • Tamim AlKhiamy Profile Picture
    Tamim AlKhiamy 135 on at
    RE: Track Outlook Email in CRM for Outlook (Matching User's or Contact's Email?)

    I don't think that this is the behavior, because sometimes the email is tracked against both the matching User and Contact record.

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Track Outlook Email in CRM for Outlook (Matching User's or Contact's Email?)

    Hi Tamim. I believe that CRM is checking first the corresponding email in the Users list and, if finds a matching than stops going further. You may read these 4 articles by Aaron: community.dynamics.com/.../crm-email-tracking-part-1

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