Track Outlook email in CRM for Outlook

To get the most out of Microsoft Dynamics CRM, it’s important to keep track of all your customer interactions, and email communications are key. Create a central repository of your Outlook email communications by “tracking” them in Microsoft Dynamics CRM for Outlook. When you track an email message in Dynamics CRM for Outlook, the email is saved as an activity record in CRM. Then you, or anyone who has access to your activity records, can view that email message along with all other customer activities in CRM, Dynamics CRM for Outlook, or on a mobile device.

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Tracking email in Dynamics CRM for Outlook is a manual process. This gives you the ability to keep your personal email separate from your customer email. You can also set an option to automatically track email messages.

Tip

If you’re using CRM Online, you have installed Microsoft Dynamics CRM Online 2015 Update 1, and your email is synchronised through server-side synchronisation, you can track email automatically by dragging it to a tracked folder. Folder-level tracking is a powerful and intuitive way to track email messages directly from virtually any device.

Requirement for tracking email messages

To track email in Dynamics CRM for Outlook, your Outlook email address must match your CRM email address. You can’t synchronise to or from multiple email addresses.

Which records are associated with the email activity?

By default, when you track an email message, Dynamics CRM for Outlook uses the CRM address book to link the message to CRM contacts on the To, From, and Bcc lines. You can also link the email message to a more specific record, such as a specific account, opportunity, or case. It’s usually best to link a message to a more specific record, if possible. This will make the record easier to find.

Track an email message

  1. In Dynamics CRM for Outlook, select the email message you want to track.
  2. Do one of the following:
    • To track the email message without linking it to a particular record in CRM, on the Home tab, in the CRM group, choose Track.-Or-
    • To track the email message and link it to a particular record in CRM, on the Home tab, in the CRM group, choose Set Regarding, choose More, and then search for the record in the Look Up Record dialog box. After you find the record you want, choose Add.

    When you choose the Track button or the Set Regarding button, a Microsoft Dynamics CRM pane (also known as the “tracking pane”) appears at the bottom of the email record. This pane shows that the record is tracked and provides links to related records. If you set a “regarding” record, the tracking pane also provides a link to that record.

    You can also tell that a record is tracked by looking in the Outlook folder. You’ll see the Tracked in CRM symbol next to any tracked records.

  3. To modify the CRM activity record (for example, to change the regarding record), open the email message in Outlook, and then, in the CRM group, choose View in CRM.

What else do I need to know about tracking email records?

  • CRM address book. The address book is installed automatically when Dynamics CRM for Outlook is installed. This makes it possible to search for a CRM contact from the To field of an email message or appointment when you create it. By default, Dynamics CRM for Outlook only searches for contacts you own. You can set a personal option to broaden this search.
  • Working offline. Email messages you track when you’re offline are saved as activities when you go back online.
  • Replies to tracked messages. You can set whether replies to tracked messages are also tracked.
  • Editing tracked email messages. After an email message has been sent, you can’t edit it, but you can set or change a regarding record for it.
  • Attachments. Any tracked email message can be accessed by anyone who has permission to view your activities. If the email has attachments, the attachments are included in the activity. If you don’t want to make an attachment available, delete it from the email activity.Your administrator can block messages from being saved if they contain attachments of specific file types, such as .exe files. Any messages stored in locations other than the default Microsoft Exchange location can’t be linked.