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Tracking email between crm users RRS feed

  • Question

  • Hi all

    Just wondering is there a way to turn off email tracking between CRM users. Some times email between CRM users contain sensitive information which they do not want others to see in the activity list. We have all the crm user's email option set to Track: Email messages from CRM Leads, Contacts and Accounts. But the issue is they are still being tracked. Any ideas on how to deal with this?

    Thanks 
    Tuesday, August 4, 2009 2:56 AM

Answers

  • There isn't a way to filter the tracking to certain conditions.
    You can disable all automatic tracking tokens and also disable 'smart-tracking' and then you woudl only track emails manually. (my preference, anyway.)

    Be sure to review the 'smart matching' KB - We've found that most users who have emails being tracked when they weren't expecting, find that disabling 'smarttracking' is beneficial to them.

    Scott Sewell, CustomerEffective | http:\\blog.CustomerEffective.com | Twitter:@ScottSewell
    Tuesday, August 4, 2009 3:46 PM
    Moderator

All replies

  • They are probably being picked up due to CRM's 'Smart Matching' functionality that tries (often incorrectly) to automatically match a email to an account based on attributes from previously tracked emails. (See here for an explination - http://blogs.msdn.com/crm/archive/2008/11/11/microsoft-dynamics-crm-email-correlation-and-smart-matching.aspx)

    Recently a hotfix / instructions were released that allow you to turn off smart matching. - see http://blogs.msdn.com/crm/archive/2009/06/23/how-to-toggle-smart-matching-in-microsoft-dynamics-crm-4-0.aspx

    See http://support.microsoft.com/default.aspx/kb/958084/ 


    Scott Sewell, CustomerEffective | http:\\blog.CustomerEffective.com | Twitter:@ScottSewell
    • Marked as answer by kenwcp Tuesday, August 4, 2009 3:28 AM
    • Unmarked as answer by kenwcp Tuesday, August 4, 2009 3:28 AM
    Tuesday, August 4, 2009 3:12 AM
    Moderator
  • Hi Scott

    Thanks for your reply. I am not too sure whether the smart tracking is playing the "trick". Is there a way to tell that?
    Since current users are all partner hosted, we do not have control over the server side.

    Meanwhile I am think of ways to actually detele all those email activities. Any suggestion?

    Thanks
    Tuesday, August 4, 2009 3:40 AM
  • CRM's Smart tracking feature is always enabled in CRM by default. Unless your hosting partner has specifically implemented the hotfix, SmartTracking is on in your system. (until the hotfix was released there was no way to disable it.) Your partner should be able to implement the hotfix for you.

    Deleting the records will likely be difficult to implement automatically - I'm guessing there's not a simple way of itentifying all the record that meet the critieria of being tracked accidentally.


    Scott Sewell, CustomerEffective | http:\\blog.CustomerEffective.com | Twitter:@ScottSewell
    Tuesday, August 4, 2009 3:53 AM
    Moderator
  • Hi Scott

    We just want to exclude all the email tracking between crm users (and between crm users only) with a specific type of email address. For example, we want to "untrack" or "delete" all email message between CRM user A and B when their email address are all like a@abc.com,b@abc.com; in other words all @abc.com type of email address and email between crm user only.

    Is is still possible to do that?

    Thanks  
    Tuesday, August 4, 2009 4:36 AM
  • Hi,

    You can set email tracking between CRM user off , by unticking the "Track email between CRM user as Activity in CRM" option in Settings -> System Settings -> Email Tab.

    Vilas http://www.mscrm-vilas.blogspot.com
    Tuesday, August 4, 2009 9:02 AM
  • Yes. I've tried that option already. But seems to be the same.
    Tuesday, August 4, 2009 11:01 AM
  • There isn't a way to filter the tracking to certain conditions.
    You can disable all automatic tracking tokens and also disable 'smart-tracking' and then you woudl only track emails manually. (my preference, anyway.)

    Be sure to review the 'smart matching' KB - We've found that most users who have emails being tracked when they weren't expecting, find that disabling 'smarttracking' is beneficial to them.

    Scott Sewell, CustomerEffective | http:\\blog.CustomerEffective.com | Twitter:@ScottSewell
    Tuesday, August 4, 2009 3:46 PM
    Moderator
  • Thanks Scott

    Will try that one out!
    Tuesday, August 4, 2009 9:03 PM
  • Hi there

    Is there any option to 'UnTrack' specific emails ids in MS CRM 2011 with outlook.

    The issue is we've few customers and we send a lot emails per day and those emails are being tracked by CRM. Is any solution for this issue ? 

    Other than clicking on 'UnTrack' button.

    Friday, May 25, 2012 12:28 PM
  •  Hi ,

    For the user whose emails you dont want to track , just run the rule deployment wizard and remove the deployment rule from there email IDs. so their emails wont be tracked.

    Vilas


    Vilas Magar http://microsoftcrmworld.blogspot.com/

    Friday, May 25, 2012 1:27 PM