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Records in Queue Automatically Creating a Lead in CRM 2011 Online RRS feed

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    I am using Dynamics CRM 2011 Online and I have found an interesting quirk related to Queues.

    I am using the Email Router for both incoming and outgoing mail. I set up a Queue and associated it with an e-mail address so that all incoming e-mails appear in this Queue (this functionality is working correctly).

    When this Queue receives an e-mail (meaning someone sends an e-mail to the associated e-mail address) the e-mail populates in the Queue, AND the sender is now marked as a Lead. I have checked the system documentation and there is no indication that an e-mail activity is automatically converted into a Lead record, though there are options to create a Lead from an e-mail.

    Can someone please explain why the e-mails received by a queue are being converted to Leads?

    Friday, April 29, 2011 1:10 PM

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    This is indeed a feature in CRM for incoming emails :-)

    If the sender of an email is not known to CRM (coming from non-CRM entity record to a CRM record like queue), there is an option to automatically created either contact or lead records in CRM for such senders. This is a per user option available in "Personal Options dialog under Email tab".

    Since you are using email router, you need to log into CRM as the user who is configured in the Deployment tab of email router and uncheck the option from personal options dialog.
    Monday, May 2, 2011 5:17 AM

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    This is indeed a feature in CRM for incoming emails :-)

    If the sender of an email is not known to CRM (coming from non-CRM entity record to a CRM record like queue), there is an option to automatically created either contact or lead records in CRM for such senders. This is a per user option available in "Personal Options dialog under Email tab".

    Since you are using email router, you need to log into CRM as the user who is configured in the Deployment tab of email router and uncheck the option from personal options dialog.
    Monday, May 2, 2011 5:17 AM
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    Thank you for your response! I checked the specified user's personal options and the option was checked.

    I have adjusted the options accordingly, but I was hoping you could provide me with additional information - what is Microsoft's best practice for the "user who is configured in the Deployment tab"? We currently have it set to a specific user, but that does not seem like a good long-term solution since we have to log into that specific user's account to change settings like this.

    Monday, May 2, 2011 8:34 PM
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    This is a known limitation in this release of CRM. The final goal would be to not depend on deployment tab's user account's settings, rather to depend on the individual user's settings for whom the email is being pushed into CRM.
    That is how outlook works - it is a per user option and for each user's email, it creates lead/contact records based on the user's settings.

    In router's case, its slightly more complicated - The same email is valid for promotion from multiple user's and then there are queues for whom this setting is not defined.
    So its more of a collateral than an actual feature in router as of today.

     
    Tuesday, May 3, 2011 2:47 AM
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    Thank you for your response! The information was helpful; I have adjusted the settings accordingly and everything is now functioning as expected. And thank you for letting me know the limitations of the current settings.
    Tuesday, May 3, 2011 12:30 PM
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    In On-Premise CRM 2011 I've noticed that contacts with unknown e-mail addresses are created automatically for incoming e-mails to our "support" queue.

    I Uncheck in user option File > Options > E-mail > Automatically create records in Microsoft Dynamics CRM the create option.

     The contacts are created by the Owner "SYSTEM". This is probably because the Microsoft CRM Email Router service is run by Local System.

    How can I prevent contacts from being created automatically?

     

    Tuesday, August 23, 2011 2:50 PM
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    Hello Shai,

    I'm running into the exact same issue. Did you get any resolution?

    So:

    CRM 2011 is creating contacts for unresolved e-mail adresses. But this is undesired. How can I prevent the contact from being created??

     

    Appreciate any help.

    Thursday, January 12, 2012 1:18 PM
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    See :


    If the sender of an email is not known to CRM (coming from non-CRM entity record to a CRM record like queue), there is an option to automatically created either contact or lead records in CRM for such senders. This is a per user option available in "Personal Options dialog under Email tab".

    Since you are using email router, you need to log into CRM as the user who is configured in the Deployment tab of email router and uncheck the option from personal options dialog.

     

    Shai Bar-Lev
    Thursday, January 12, 2012 6:13 PM
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    I believe this is a known limitation for Queue records; i.e, if the email is promoted to CRM as part of a Queue record's email filtering rules, then I dont think the User's settings from Email Router Deployment Tab will matter.
    Sunday, January 15, 2012 7:20 AM