Is it just me or is Tracking in CRM a little challenging?
Settings(all CRM users):
In Outlook (CRM -> Options -> E-mail Tab)
Check incoming e-mail in Outlook and determine whether an e-mail should be lined as a Microsoft Dynamics CRM record
- checked
Email messages in response to CRM e-mail
- selected
In CRM (System Settings -> E-mail Tab)
Track e-mails sent between CRM users as two activities
- ticked
CRM User A sends email to CRM User B (that is tracked, regarding an Opportunity)
Person B opens email.
Since Person B has tracking all incoming emails in response to CRM selected, the system tracks it
(same email tracked twice in the history record of the opportunity)
Change Settings
Track e-mails sent between CRM users as two activities
- not ticked
- CRM User A sends email to CRM User B (that is tracked, regarding an Opportunity)
- Person B opens email.
- Even though Person B has tracking all incoming emails regarding CRM ticked, this time the email will be tracked in CRM only once
- Perfect!
- CRM User B now replies to an email. Track in CRM button is not selected. CRM User B will need to do it manually.
- CRM User A receives an email. Replies. Track in CRM button is not selected. CRM User A will need to do it manually.
This is my problem!
I need to automatically track email communication between CRM Users without having system duplicates and without having to track every reply.
Any ideas?
Cheers
NL
