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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Tracked emails in D365CE
Customer experience | Sales, Customer Insights,...
Suggested Answer

Tracked emails in D365CE

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Posted on by MoD365 10

Hi Everyone

I am fairly new to D365 CE, I have the following questions regarding the Tracking of emails to Dynamics  in outlook if someone can help will be much appreciated:

1.  When an opportunity is being tracked in CRM How can you find out the owner of the person who tracked the opportunity? 

2. When the owner of the tracked email tracks the email to the opportunity it will show as 'Tracked to Dynamics' will the recipients he sends this tracked email to see the email as being tracked to Dynamics too in their outlook? will everyone who has been sent this email see in their own outlook 'tracked to dynamics'?

Thank you

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  • Suggested answer
    blackfincloud Profile Picture
    blackfincloud 566 on at

    Here is some information:

    1. I would say the easiest way to determine this is to run one or more queries against the Email Message entity (or Appointment, or any of the Outlook activities that are being used to track in CRM)  in Dynamics 365 and include the CreatedBy and CreatedOn fields, as well as the Regarding field as well. You can also filter the queries to look only for email messages with a Regarding(Opportunity) that contains data to reduce the number of emails that return.  Then you can sort (or group, if you use the reporting feature) by the Opportunity, or by the User as well. The reason this works is that when a person "tracks" an email in Dynamics from Outlook, and especially sets the Regarding to an Opportunity, or Lead, or Contact, etc., the email is created. And the person in CRM who creates that email is the person who tracked that email in CRM.  I believe that this is maybe the easiest way to know.  Also, you should understand that any number of people can "Track" in Outlook - and they can "track" the same Opportunity.  It's not really the "Opportunity" that is tracked in Outlook - it's the Activity in Outlook that is tracked in Dynamics. 

    2. If the email recipient is not in your organization, or if they are in the organization, but Sync with Exchange is not configured (using Microsoft Dynamics 365 server-side sync profile) they will not see evidence.  On the other hand, if you are using Tracking Tokens, which modify the Subject line of the email by inserting something like this in the subject "CRM:0020020" then everyone who is on the thread regardless of whether they are in your organization or not will know that the thread is tracked in your CRM.  (For this reason, many people turn this off in System Settings.) 

    Hope that helps 

  • Sapna Girish Profile Picture
    Sapna Girish 202 on at

    Please find inline the answers to your questions -

    1.  When an opportunity is being tracked in CRM How can you find out the owner of the person who tracked the opportunity?

    --> There is no option to find out the name of the person who tracked and set regarding the email to an Opportunity.

    2. When the owner of the tracked email tracks the email to the opportunity it will show as 'Tracked to Dynamics' will the recipients he sends this tracked email to see the email as being tracked to Dynamics too in their outlook? will everyone who has been sent this email see in their own outlook 'tracked to dynamics'?

    --> When the tracked email is sent, it is considered as a new email and that will not show as tracked to Dynamics unless the sent email is tracked to Dynamics.

         Only if the recipients are contacts of the same CRM organization and if they have App for Outlook setup successfully, they will be able to see that the email is tracked to Dynamics.

         If the sent email is not tracked to Dynamics, then the recipients even if they are contacts or any entity record in the same organization will not see the email in Dynamics.

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