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Where can I find the original email address of a tracked email? RRS feed

  • Question

  • Hi,

    Here's my scenario:

    In CRM (2011) the there is a contact called John Doe listed with his home email address John.Doe@home.com.

    I receive an email from John Doe in Outlook. It's from his work address, John.Doe@work.com, and I track it in CRM. When I go into CRM I notice that the From address is unresolved (i.e. CRM cannot tie the email address to a contact). I realise that this is the same John Doe that's in the system so I go ahead and resolve the From address to point to his contact record.

    When I look at that email in CRM it shows that it is from John Doe, but I cannot see the originating email address (John.Doe@work.com), additionally this email address does not appear to have been added to the contact record. Where can I see the original address for that email?

    What's interesting is that future emails from John.Doe@work.com appear to resolve to the contact record, so presumably  CRM must be storing it somewhere...

    It's useful to see the originating address for compliance, reporting and auditing.

    Thanks,

    LJ


    Thursday, December 13, 2012 10:04 AM