Email tracking

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Posted on by ara

Could someone please tell us how we can achieve the following?

track all incoming/outgoing emails to existing CRM contacts (our CRM contacts are always external to the org - we don't store employees in CRM)
if CRM contact (related to outgoing email TO field) doesn't exist - CREATE the CRM contact using the email address and track the related email to the CRM contact
if CRM contact (related to incoming email FROM field) doesn't exist DO NOT CREATE the CRM contact - ok to track email if the contact already exists (point 1)
do not initiate tracking where all parties (TO/FROM) are within the organization domain

Please describe what / where to configure across Outlook, OWA and CRM.

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