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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Tracking Responses to ...
Microsoft Dynamics CRM (Archived)

Tracking Responses to Emails without using the Outlook Client

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Posted on by Community Member Microsoft Employee

Hi All,

My org is trying to encourage users to spend as much time as possible on CRM itself and initiate / record interactions from within the web or mobile / tablet clients also most of the users are accessing from multiple locations. It is CRM 2013 Online, single-sign on, most users access web outlook, etc.. which makes it difficult to "sell" them the Outlook Client. What I am trying to work out is if there is a way that when an email is initiated from say web client the response to this email is also recorded back without relying on manually selecting the "Track" button within the Outlook client? ANY thoughts appreciated :-) there seems to be a lot of information of all the sync or tracking in general but after substantial amount of time testing all tracking options, research online and conversations with other CRM colleagues there doesn't seem to be too much information on responses tracked in this scenario.. :-(

 

Many Thanks!

Adriana

*This post is locked for comments

  • Aram Adnan Profile Picture
    Aram Adnan 375 on at
    RE: Tracking Responses to Emails without using the Outlook Client

    Hi Adriana

    1.

    Please have look into this add-on (robust email tracking) may fulfill your need.

    www.powerobjects.com/.../poweremail

    2.

    Yes we can track emails in CRM via two options via  [Options-> Set Personal Options -> Email] Tab. But you are right the responses  are not automatically track to CRM unless

    we use outlook client (we can automate tracking, but via outlook client).

    Thanks

    Sam

  • Suggested answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Tracking Responses to Emails without using the Outlook Client

    Hi, sorry, what do you exactly mean when you say "you need to tag the email" ? It is tagged when it's created from within CRM.. responses contain the tag etc however as far as I am aware, they won't go back to CRM themselves but they will just end up in your mailbox and then you can track them in CRM through Outlook Client. I was trying to work out how to get the responses automatically in without use of Outlook Client. I have gone as far as trying to use Track and Forward mailboxes (commonly used for service management / queues, etc), however my fw mailbox returns a random error and does not process anything so it's currently with MS to investigate after few hours spent on shared session to verify all the settings are correct..

  • Varsha Mohan Profile Picture
    Varsha Mohan 200 on at
    RE: Tracking Responses to Emails without using the Outlook Client

    Hello,

    To Track the responses you will need to initially tag the email , the responses will automatically track .

    Thank you.

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