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Unable to track emails from outlook JUNK folder to CRM

  • 1.  Unable to track emails from outlook JUNK folder to CRM

    Posted Jun 02, 2021 11:38 AM

    Hello Everyone !!

    I have created a shared mailbox and configured that in Dynamics 365. Emails that are placed in INBOX folder(Outlook shared mail address) are only getting tracked into CRM successfully.
    But spam/junk mails which are available under JUNK folder are not getting tracked to Dynamics 365.

    Can someone help me to fix this issue ??

    Thanks in advance !



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    Sandeep V
    Tech mahindra
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  • 2.  RE: Unable to track emails from outlook JUNK folder to CRM

    SILVER CONTRIBUTOR
    Posted Jun 03, 2021 07:53 AM
    Sandeep I believe that is just how it works.  I believe it also will not track emails received as BCC.  For that I have utilized an exchange rule to change to CC.  Perhaps a similar server side rule can help with Junk Mail.

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    Tim Miller
    IT Manager
    R.L. Deppmann
    Novi MI
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  • 3.  RE: Unable to track emails from outlook JUNK folder to CRM

    TOP CONTRIBUTOR
    Posted Jun 03, 2021 10:43 AM
    Sandeep,

    Server Side Sync will not pickup emails from the junk folder.  Tim - SSS does bring the email in even when the email address is in the BCC.  Noting special needs to be done.

    We had an issue with queues and junk folders.  I worked with our network/exchange group and simply said, nothing goes to junk for these mailboxes, ever.  Not sure what they did, but we don't see any emails going to the junk folders.

    Thank you,

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    Jim Corriveau
    A.W. Chesterton Company
    Groveland MA
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  • 4.  RE: Unable to track emails from outlook JUNK folder to CRM

    GOLD CONTRIBUTOR
    Posted 20 days ago
    We did the same as Jim.  We had junk and non-junk going into the junk folder, so we were missing important customer emails.  We decided to turn off all rules with our managed services provider and just knew we would get more cases and that was ok.  That was way better than making a customer unhappy.

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    Tina Silver
    Sr BSA, CSM®
    SR Smith, LLC
    Canby OR
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