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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Please explain e-mail ...
Microsoft Dynamics CRM (Archived)

Please explain e-mail tracking to me, and its limitations

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Posted on by jhancock 380

User A receives an e-mail from User B. She tracks it. User B forwards to User C. IT arrives as tracked. User C replies. It's no longer part of the tracked conversation. At what point does tracking "Break off," and how do we ensure that conversations remain tracked? Dynamics 2013, Outlook 2010 - have turned of the "CRM" injection in the subject line and we're just using the default regex value.

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  • Verified answer
    Hosk Profile Picture
    Hosk on at
    RE: Please explain e-mail tracking to me, and its limitations

    As soon as the email was received by someone who has outlook and the CRM add on running (e.g. the person who tracked the email fro user B) I would have excepted it to track that step.

    is user C in the system, if you added that person into CRM it would probably track her.

    a quick way is to track email again by the user A.

    There are some settings which you can edit to adjust the tracking

    If you go to Settings --> Administration --> Email

    There is

    You can either use tokens, which puts a token value in the email subject.  This will guarantee the emails are tracked

    or there is smart matching where CRM looks at the email to see if it can match parts of it with current emails.  If the email subject is the same then this usually tracks most emails.

    You could adjust the maximum difference

    read this blog to understand tracking tokens

    crmbusiness.wordpress.com/.../crm-2011-understanding-email-tracking-tokens

    and this blog tells you about smart matching

    blogs.msdn.com/.../microsoft-dynamics-crm-email-correlation-and-smart-matching.aspx

  • Verified answer
    Nuno Costa Profile Picture
    Nuno Costa 1,300 on at
    RE: Please explain e-mail tracking to me, and its limitations

    Hi,

    In addition to Ben post, with CRM 2013 server-side sync allows to track emails even without the CRM outlook client. So regardless if you have the CRM client the server-side sync can crawl users mailboxes and look for correlation rules to match and track emails.

    Smart matching can sometimes fail in specific scenarios, if you need a more efficient way of tracking and can't afford the small percentage of missed emails using smart matching enable the tracking tokens this will ensure you can achieve a better result with email tracking.

    hope this helps

  • Community Member Profile Picture
    Community Member on at
    RE: Please explain e-mail tracking to me, and its limitations

    There are lots of limitations to email tracking that you should be aware about.  Think that this blog post sums it all up pretty nicely: http://blog.docalytics.com/the-fallacy-of-email-open-tracking

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