Dynamics Community Forum Thread Details

Smart Match Issue with Dynamics 365 App Email Tracking

Hello,
we recently have switched some users from CRM for Outlook to Dynamics 365 App for Outlook with our Dynamics 365 on-premise server. Now, once we enabled one user for Dynamics 365 App for Outlook, by also setting his incomming andn outgoing mailbox settings to server-side sync, his Outlook, resp. Dynamics 365 App, started to load several emails into CRM (tracking). We are not yet sure what the exact reason for this behavior was, especially because finally only three accounts with a total of about 180 emails where affected. What I can tell is that the user manually tracked an email from his inbox via the app for each of these accounts. I expect some smart matching algorithm which thought it might be a good idea to also load other emails beside the manually tracked ones to CRM. It is hard for us to exactly tell what happens, mainly because we did not checked with these accounts re. emails before. But I think the new unwanted emails where emails all being received from CRM contacts related to the accounts in charge and have not been tracked to CRM before via CRM for Outlook plugin.

Beside the fact that we now have unwanted emails in CRM, the timestamp of the emails is wrong. These are sorted by date created, which is obviously the date the app added them to CRM, but the real date (when the emails where received) is actual and. Things ends up in a falsification of the history in terms if timeline + 20 emails created in CRM by the same user in the same minute.

Also, before I migrate other users to the Dynamics 365 App I'd like to exactely know how to cotrol such things. I found an article in the internet here which kind of explains this in detail. but I feel ilke the writer is not 100 % correct. He is talking about how to disable automatically tracking by setting incoming and outgoing mailbox settings to none. If I do so, the user cannot even manually track anymore.

Any hints how I could best deal with this? Has anyone have had similar issues with this?

kind regards,
Dieter Tontsch

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