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Track on CRM Button is not working RRS feed

  • Question

  • When the user press the TRack in CRM bottom the system doesnt associate the email from with the contact on CRM even thougth the contact exist in the CRM data base. 

    Do you have any idea why this funtion is not longer working? I am using CRM 4.0 version.

    or do you know which configuration do I have to check in order to use this functionality?

     

    Thanks in advance

    Thursday, January 7, 2010 8:13 PM

Answers

  • Make sure that once they click on 'track in CRM' they also choose the contact (or case or opportunity, etc)  to associate it with by using the 'set regarding' button.


    Scott Sewell, CustomerEffective | http:\\blog.CustomerEffective.com | Twitter:@ScottSewell
    Thursday, January 7, 2010 11:18 PM
    Moderator

All replies

  • Check configuration of you CRM Outlook client in Address book tab,

    My Dynamics CRM Blog: http://bovoweb.blogspot.com
    Thursday, January 7, 2010 8:39 PM
  • Hi,

    What specific do I have to check, I opened the address book and the CRM contacts showed are ok

    Thanks
    Thursday, January 7, 2010 8:57 PM
  • Go to Client Setting: Navigate to CRM->Options->Address Book tab

    My Dynamics CRM Blog: http://bovoweb.blogspot.com
    Thursday, January 7, 2010 10:10 PM
  • Make sure that once they click on 'track in CRM' they also choose the contact (or case or opportunity, etc)  to associate it with by using the 'set regarding' button.


    Scott Sewell, CustomerEffective | http:\\blog.CustomerEffective.com | Twitter:@ScottSewell
    Thursday, January 7, 2010 11:18 PM
    Moderator
  • Hi Scott

    thanks for your comment, our issue is because a few weeks ago we can associate direclty the email with the CRM Contact just click in Track in CRM, without use the set regarding, the system found the Contact usign the email in the FROM section but I don't know why now we have to use both bottons :( 

    Thanks in advance for your help

    Yorlen
    Friday, January 8, 2010 5:26 PM
  • The system will recognize the Contact if there was an e-mail previously associated depending on the rules you've set.  So you may see it automatically set some times and not others.  When it doesn't set, you'll need to use the Set Regarding feature.
    Best Regards, Donna
    Friday, January 8, 2010 5:47 PM
  • Donna

    Thanks for the comment, where can I see if the email is set? I checked and all Contacts have their email in the field "main email" I don't know if the email has to be in another field or table.

    Thanks in advance for your help

    Regards

    Yorlen
    Friday, January 8, 2010 7:27 PM
  • Hi Yorlen,

    I'm not sure I understand your question, but I'll attempt a response.  What I mean by 'set' is that the Regarding is automatically set.  You can see that directly on the e-mail.  I don't understand what you mean by Contacts have their email in the field main email.  Maybe this is some customization on your system.

    The key point is that it is not unexpected behavior for your users to have to Set Regarding on e-mails.  The system does not always do that automatically. 

    You can read more about Getting Started with Microsoft CRM Outlook.
    Best Regards, Donna
    Friday, January 8, 2010 11:40 PM