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Outlook email tracking - Does the email still get tracked after delete from exchange server? RRS feed

  • Question

  • Hi all,

    I'm not sure about this scenario, so need some expert here to confirm for me.

    Given scenario where I tracked an email from outlook and appear in CRM, after that I delete that email from my outlook.

    Subsequent reply email to that tracked email still will go in CRM??

    thanks

    regards,

    Toong Yang


    http://eastoceantechnical.blogspot.com/
    Tuesday, August 3, 2010 5:13 AM

Answers

  • When you tracked an email from Outlook to CRM - a copy of it is made in CRM.  Then, if you delete that email from Outlook the copy of it in CRM is still there (not deleted).  The subsequent reply email linking logic stays intact.
    Follow Workopia on Twitter

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    Tuesday, August 3, 2010 8:05 AM
    Moderator
  • Depending on the setting.   The reply email may or may not be tracked automatically.

    Check these settings:

    1. CRM Server: Settings >> Administration >> System Settings >> Outlook tab >> Set Email promotion optiion for MS Dynamics CRM for Outlook

    2. CRM User's Outlook: CRM Menu >> Option >> Email tab >> Select how CRM for Outlook should integrate email with CRM

     


    Follow Workopia on Twitter

    Good CRM Links: http://www.workopia.com/Links.htm
    My CRM Blog: http://microsoft-crm.spaces.live.com

    • Marked as answer by Jim Glass Jr Friday, September 3, 2010 2:57 PM
    Friday, September 3, 2010 10:44 AM
    Moderator

All replies

  • When you tracked an email from Outlook to CRM - a copy of it is made in CRM.  Then, if you delete that email from Outlook the copy of it in CRM is still there (not deleted).  The subsequent reply email linking logic stays intact.
    Follow Workopia on Twitter

    Good CRM Links: http://www.workopia.com/Links.htm
    My CRM Blog: http://microsoft-crm.spaces.live.com

    Tuesday, August 3, 2010 8:05 AM
    Moderator
  • Thanks for the clarification, my problem is those email are not being track.
    http://eastoceantechnical.blogspot.com/
    Tuesday, August 3, 2010 10:40 AM
  • Hi Toong,

    Are you using the outlook crm client and/or the email router?  Most of the issues with emails not being tracked is related to a configuration issue. 


    Alex Fagundes - www.PowerObjects.com
    • Marked as answer by Jim Glass Jr Tuesday, August 3, 2010 2:42 PM
    • Unmarked as answer by Toong Yang Friday, September 3, 2010 10:06 AM
    Tuesday, August 3, 2010 11:52 AM
  • I'm using CRM outlook client, not email router.

    Track email is ok currently.


    http://eastoceantechnical.blogspot.com/
    Tuesday, August 3, 2010 7:10 PM
  • Hi all,

    I setup a dev environment and try the scenario I mentioned above.

    Subsequent reply email(from another machine) to that tracked email(deleted in outlook) will NOT go into CRM,

    So is this the way how CRM works?

    or am I missing some thing?

    thx

    regards,

    Toong Yang


    http://eastoceantechnical.blogspot.com/
    Friday, September 3, 2010 10:10 AM
  • Depending on the setting.   The reply email may or may not be tracked automatically.

    Check these settings:

    1. CRM Server: Settings >> Administration >> System Settings >> Outlook tab >> Set Email promotion optiion for MS Dynamics CRM for Outlook

    2. CRM User's Outlook: CRM Menu >> Option >> Email tab >> Select how CRM for Outlook should integrate email with CRM

     


    Follow Workopia on Twitter

    Good CRM Links: http://www.workopia.com/Links.htm
    My CRM Blog: http://microsoft-crm.spaces.live.com

    • Marked as answer by Jim Glass Jr Friday, September 3, 2010 2:57 PM
    Friday, September 3, 2010 10:44 AM
    Moderator