Online EMmail Server Syde Sync - Outlook responsed not tracked in CRM

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Posted on by Nikica

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Hi,

I'm configuring and testing CRM 2016 Online <-> Exchange On-Premise sync.

This is scenario case:

1) Email is sent from CRM - it gets token and, reaches recepiants and finishes in my Outlook's Sent Items (OK)

2) Customer replies - I can see reply in both Outlook and CRM (OK)

3) If I respond to email from point 2) from Outlook, this email is not synchronized to CRM. (NOK?)

4) If I respond to email from point 2) from CRM, everything is fine. Mail can be found in Sent Items and reaches the recepiant.

Is behaviour described in 3) correct? Should responses sent from from Outlook synch to CRM automatically?

I don't use Smart Matching and Outlook Client.

I found here that only emails when "the user is on the recipient list" are synched, but even if I add myself to recepiant lists, it still doesn't end up in CRM.

Cheers,

Nikica

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Harish Das on at

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Hi Nikica,

Third scenario should happen. Please make sure that you have installed the outlook connecter and verified sync setting in the CRM system settings for activities sync with outlook

Regards

Harish

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Nikica 311 on at

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Hi Harish,

thanks for your answer (and apology to everybody for spelling mistakes:)).

My client doesn't want to use outlook client.

Is there any source confirming that scenario 3 should happen?

br,

Nikica

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