Dynamics 365 Folder level tracking is missing the exchange folder.

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Posted on by EmployeeOcta

Hello All Experts,

I am not able to select the exchange folder when trying to setup the folder level tracking.

L_5F00_BFE6.tmp.PNG

Any help will be really helpful in this .

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Kokulan 18,054 on at

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Hi

Could you please make sure you have done the the following?

Enable folder-level tracking

In Customer Engagement apps, click Settings > Email Configuration.

Click Email Configuration Settings.

Confirm that Process Email Using is set to Server-Side Synchronization.

Enable Use folder-level tracking from Exchange folders (server-side synchronization must be enabled).

Configure other tracking options on this page, and then click OK.

Once you’ve enabled folder-level tracking, users will need to configure folder-tracking rules in Customer Engagement apps with Settings (Gear button) > Options > Email > Configure Folder Tracking Rules.

docs.microsoft.com/.../configure-outlook-exchange-folder-level-tracking

Also i would make sure yoru CRM instance is able to communicate with exchange using SSS.

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EmployeeOcta 6 on at

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Hello Kokulan,

Thanks for your suggestions.

After doing the mentioned steps then only i am able to see the option of choosing the exchange folder but unfortunately it's not being displayed as already shown in the screenshot.

could you help me in understanding the difference between exchange folder and outlook inbox folder, if any.

also for your commented line "Also i would make sure yoru CRM instance is able to communicate with exchange using SSS." how can i check this?

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Laura Mortick on at

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I am having this same issue (for one user). Others can track as expected. He has the same screen shot as shown above. I would be interested in a reply to this question as well. thank you!

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Lachy 5 on at

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The exchange folders in folder level tracking is synchronised with sub-folders within your inbox folder in Outlook. Keep in mind that the synchronisation takes a few minutes

To check if your CRM instance is able to communicate with exchange using SSS, simply go into your CRM instance and check if emails are being received

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Community Member on at

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Any reponse on this? I am also facing the same issue.

In exchange folder, I can only see faded Inbox value and I have configured the way it is mentioned in document.

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Azi85 2 on at

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For those who have landed here to look for an answer. I had the same problem. Please note that the newly created folder should contain at least one email, otherwise it will not be listed under “configure Folder tracking rules”.

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