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hi,
If folder level tracking is enabled and some users do not want to use it, does the tracking work in the same way as without enabling this option for those users?
Hi,
Folder level tracking feature will only work when it is configured as per this article-
Enable folder-level tracking in Dynamics 365 Customer Engagement (on-premises) | Microsoft Docs
You can track emails only in folders under your Inbox folder in Exchange. Other folder emails cannot be tracked.
If the user is not configured with Folder level tracking then only inbox email messages will be tracked as per the below incoming email message options-
The available incoming email configurations that you can use when a user or a queue receives Customer Engagement (on-premises) email messages are as follows:
None. Use this option for users or queues that do not use Customer Engagement (on-premises) to track received email messages.
Dynamics 365 for Outlook. This option is available for users and requires that Office Outlook be installed on the user's computer. This option does not require the Email Router component and is not available for queues.
Server-Side Synchronization or Email Router. When you select this option, the server-side synchronization or Email Router will process Customer Engagement (on-premises) email messages directly from the user's or queue's inbox, without using a forward or a sink mailbox. Although this option does not require a sink mailbox, it does make troubleshooting server-side synchronization or Email Router issues more complex for larger user bases (10 or more users) because each incoming email message is processed by the server-side synchronization or Email Router in every user's mailbox instead of in a single dedicated mailbox.
Forward Mailbox. To use this option, you must install the Email Router. This option requires a sink mailbox, which is a dedicated mailbox that collects email messages transferred from each Customer Engagement (on-premises) user's mailbox by a server-side rule. Although this option does not require users to run Outlook, it does require that the rule be deployed for each user. You use the Rule Deployment Wizard to deploy rules to each Customer Engagement (on-premises) user mailbox.
and personal settings-
All email messages. Tracks all email messages (sent and received) related to Customer Engagement email messages. If you select this option, Dynamics 365 apps will track junk mail as well as business conversations, so choose this option carefully.
Email messages in response to Customer Engagement email. Only replies to or forwards of email messages that have already been tracked will be saved as email activities. This is the most common option.
Email messages from Dynamics 365 apps Leads, Contacts, and Accounts. Tracks email messages only if they originate from someone with a Dynamics 365 for Customer Engagement lead, contact, or account record.
Email messages from Dynamics 365 for Customer Engagement records that are email enabled. Tracks email messages from all record types (including custom record types) that contain an email address field.
Note
Keep in mind that the more you use the same email address for tracking purposes, the less useful it becomes since it will be mapped to many records.
If you want to automatically create contact or lead records for tracked email messages, in the Automatically create records in Dynamics 365 for Customer Engagement section, choose the Create check box, and then choose Contacts or Leads from the list. When this check box is selected, Dynamics 365 for Outlook will try to match the email address of recipients to an email address in Customer Engagement. If it can’t find a matching record, it will automatically create a contact or lead record.
hope this helps!
Regards,
Venkatesh N
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