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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Problem: Track outgoin...
Microsoft Dynamics CRM (Archived)

Problem: Track outgoing email from Web Outlook to MS CRM

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Posted on by ronsonpetrenko 276

Hello friends,

We was faced with next problem: a outgoing email, that sends from Web Outlook, not synchronized with MS Dynamics CRM 2016 Online. The outgoing emails from Outlook is not present in CRM.

Is there some solutions, that can automatically synchronize outgoing emails from Outlook to CRM Online?

We use Microsoft Dynamics® CRM Online 2016 Update (8.1.0.549) (DB 8.1.0.538) and Web Outlook. Both products are in Office 365.

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  • Suggested answer
    Wayne Walton Profile Picture
    Wayne Walton 13,728 on at
    RE: Problem: Track outgoing email from Web Outlook to MS CRM

    Use Service Side Sync.  Then it doesn't matter if you're using web-based Outlook or not.

    setup instructions: technet.microsoft.com/.../dn531109.aspx

  • ronsonpetrenko Profile Picture
    ronsonpetrenko 276 on at
    RE: Problem: Track outgoing email from Web Outlook to MS CRM

    Hello Wayne,

    We are already using server side sync.

    Outgoing email, that sends from Web Outlook, not synchronized with MS Dynamics CRM 2016 Online

  • Suggested answer
    Drew Poggemann Profile Picture
    Drew Poggemann 4 on at
    RE: Problem: Track outgoing email from Web Outlook to MS CRM

    Hi Ronson,

    If you are sending an email from Web Outlook and you are not choosing to track the email it will not track it in Dynamics CRM 2016 Online by default.

    You will need to choose to track the email and you will want to have the CRM App for Outlook installed to do this.

    www.microsoft.com/.../dynamics-365-app-for-outlook-user-s-guide.aspx

    Hope this helps!

  • ronsonpetrenko Profile Picture
    ronsonpetrenko 276 on at
    RE: Problem: Track outgoing email from Web Outlook to MS CRM

    Hello Drew!

    Thank you for answer! It`s close to my problem.

    But, can the CRM App for Outlook to automatically track outgoing email from Web Outlook to CRM Online? Not by manually. Like incoming email to Web Outlook track automatically.

  • Suggested answer
    Drew Poggemann Profile Picture
    Drew Poggemann 4 on at
    RE: Problem: Track outgoing email from Web Outlook to MS CRM

    No, it can not do that, sorry.

  • ronsonpetrenko Profile Picture
    ronsonpetrenko 276 on at
    RE: Problem: Track outgoing email from Web Outlook to MS CRM

    Ok,

    we found that CRM App for Outlook Web dont track automatically out emails from Outlook Web to CRM.

    Is there any other app to track automatically outgoing emails from Outlook Web to CRM? Any app or any functional?

  • Verified answer
    Drew Poggemann Profile Picture
    Drew Poggemann 4 on at
    RE: Problem: Track outgoing email from Web Outlook to MS CRM

    Hi,

    Tool I found but I have never used and have no experience with it.

    www.scnsoft.com/.../emailscoop-tracker

    Thanks,

  • Drew Poggemann Profile Picture
    Drew Poggemann 4 on at
    RE: Problem: Track outgoing email from Web Outlook to MS CRM

    If the suggestions helped, please mark verified.  Thanks much!

  • Suggested answer
    Community Member Profile Picture
    Community Member on at
    RE: Problem: Track outgoing email from Web Outlook to MS CRM

    Hi

    I'm not sure if this is still a problem for you, but maybe it can help others. As mentioned correctly Dynamics CRM do not sync outgoing emails if they are not tagged in outlook and it's not an answer on a mail which is tagged already.

    Actually this took me a while to figure that out as people somehow expect the email just are tagged or can be.

    Never the less if you are creating a new email from f.x. OWA it's not synced with CRM and can not be. Whether you are using the server sync or not.

    The way we have solved this is making a "transport rule" in exchange which is "BCC" all outgoing emails from our company to a specific mailbox on our exchange server. Let's call the mailbox "bccbox".

    In this way all our outgoing mails become "incoming" to the "bccbox". You can now do whatever you need to do as all outgoing mails is tagged in Dynamic CRM because they are sent in to the new email box "bccbox" as well. 

    Hope this saves time for somebody.

    Best regards

    Peter

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