Customer Engagement & Dynamics CRM Forum

Expand all | Collapse all

Outlook App Question

  • 1.  Outlook App Question

    SILVER CONTRIBUTOR
    Posted 15 days ago
    Can someone confirm this is typical behavior?  We've just started using the app and have noticed if user A tracks/sets regarding an email, user B cannot see the email is tracked from the Outlook app - displays "Not Tracked".  If user B tracks the email again, the email is duplicated in Dynamics.  This is not a huge issue but just wanted to confirm this is typical.

    Thanks

    ------------------------------
    Johnny Bolton
    Project Manager
    State Volunteer Mutual Insurance Company (SVMIC)
    Brentwood TN
    ------------------------------


  • 2.  RE: Outlook App Question

    Posted 15 days ago
    Did you run the Outlook client best practices: https://crmbook.powerobjects.com/system-administration/outlook-client-installation-and-configuration/outlook-client-best-practices/

    ------------------------------
    Dima B.
    IT Director
    Star Equipment Inc.
    ------------------------------



  • 3.  RE: Outlook App Question

    GOLD CONTRIBUTOR
    Posted 14 days ago
    Hello @Johnny Bolton,

    Just trying to understand a bit better . How is the User B viewing the record.. I am not absolutely sure however there was a certain limitation around the app for outlook wherein we are not able to see if the record has indeed been tracked unless we were to open the record.

    There are certain workarounds that we can possibly try and do on dev/test machine as mentioned in the link

    Dynamics 365 app for outlook tracking
    Pointtaken remove preview
    Dynamics 365 app for outlook tracking
    Point Taken - spesialister på SharePoint og Office 365
    View this on Pointtaken >

    Also you the below article is a good read and may well prove a long term solution
    Introducing Outlook category-based tracking in server-side synchronization
    Dynamics 365 Customer Engagement Team Blog remove preview
    Introducing Outlook category-based tracking in server-side synchronization
    Applies to: Dynamics 365 (online) versions 8.2 and 9.0 At the beginning of this year, we set out to bridge the gap between Dynamics 365 App for Outlook, the future of Dynamics 365 and Outlook integration, and the legacy Outlook add-in Dynamics 365 for Outlook.
    View this on Dynamics 365 Customer Engagement Team Blog >

    Please let me know if the above links are helpful or if we need to look for more information.

    Thank you

    ------------------------------
    Bhartendu Pandey
    Willis Towers Watson
    London
    ------------------------------



  • 4.  RE: Outlook App Question

    SILVER CONTRIBUTOR
    Posted 14 days ago
    Thank you Dima and Bhartendu.  To clarify, an email is sent to user A and user B.  User A tracks it but user B cannot see that it is tracked from the Outlook app, user B has to open the contact record in Dynamics or the app to verify it is tracked.  It sounds like this expected behavior?

    Thanks again for the links, this is helpful.

    ------------------------------
    Johnny Bolton
    Project Manager
    State Volunteer Mutual Insurance Company (SVMIC)
    Brentwood TN
    ------------------------------



  • 5.  RE: Outlook App Question

    GOLD CONTRIBUTOR
    Posted 14 days ago
    Hello @Johnny Bolton,

    Thank you for your reply. I would say it is not an expected behavior but something that was noticed and has been like that .
    With the user being able to see that the record has b​een tracked post opening it,  i think we can possibly work on the suggestions shared in the links i shared earlier.

    Cheers!!

    ------------------------------
    Bhartendu Pandey
    Willis Towers Watson
    London
    ------------------------------