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Dynamics Tracked emails

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Dear Reader,

We have Dynamics 365 Sales in the cloud implemented and we have integrated/synchronised Dynamics with outlook.

However to many emails from outlook (users) are being tracked in Dynamics, those emails do not have a relationship with Dynamics contacts, accounts etc.

Of course our sales representatives should have their communication tracked, but others not.

What is solution to this problem, I have put a dyn 365 user email setting to the settings below.

Will that be sufficient?

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If yes then as an Dyn 365 admin, I see can set the server-side synchronisation Monitoring, through there I assume i can turn off the email in/out tracking as well as for appointments etc the tracking for Dyn users.

However I don't see an option to mark off the create feature, so where can I can find this for each of the users?

I would appreciate a response because it annoys users, as emails are considered to be confidential or not intent to be seen by others.

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Paul_Owen 2,027 on at

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Did you have it so that it was tracking all emails then? Set it to "In response to Dynamics 365 emails only" Then users can manually track emails they want to track through Outlook and the replies will track automatically. Emails created from within dynamics 365 will track too if they are created against a record.

Regards

Paul

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LuHao 40,892 on at

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Hi Marcel,

1. One possibility is that these emails that are not related to D365 contacts are follow-up conversations with emails that have been manually tracked.

With "Use correlation to track email conversations" checked in the system settings, if a user manually tracks an email, all subsequent email conversations will be tracked automatically.

Please refer to https://docs.microsoft.com/en-us/power-platform/admin/email-message-filtering-correlation#how-model-driven-apps-in-dynamics-365-uses-conversations-to-track-emails

2. Also, check if the user has enabled "Folder-Level Tracking".

Please refer to https://docs.microsoft.com/en-us/power-platform/admin/track-outlook-email-by-moving-it-tracked-exchange-folder

3. Users can set the following options:

All email messages. All email messages received by the user are tracked (will have activities created).

Email messages in response to email. Only replies to email messages that have already been tracked will be saved as email activities. This option uses smart matching, a correlation method that uses the existing properties contained in the email to relate email messages to activities.

Email messages from Leads, Contacts, and Accounts. Only email messages sent from leads, contacts, and accounts in the database are saved as activities.

Email messages from records that are email enabled. Email messages are tracked from any record type that contains an email address, including customized record types (entities).

By default, the Email messages in response to email option is enabled. Correlation occurs after an email message is filtered.

4. When model-driven apps in Dynamics 365 tracks an email, it associates the email address to a record within model-driven apps in Dynamics 365. The contents of the email From field can only be associated with one record. If there are duplicate records within model-driven apps in Dynamics 365 with the same email address, the contents of the email From field will resolve to the first active record in the following order:

SystemUser

Contact

Account

Lead

Equipment

Team

Business unit

Email-enabled entities (for example: Queues, custom, etc.)

In the email To field, all of the records of email-enabled entities with the email address will be listed.

So it is possible that although the email is not related to the account and contacts, its mailbox is related to records such as Lead.

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Anthony Dong on at

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Did you mean all emails have bee tracked into CRM automatically ? Did you configure some rules ?

Usually, you can set the track settings as below:

https://itsolutions.bdo.ca/insights/automatic-email-tracking-in-dynamics-365-customer-engagement/

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