Customer Engagement & Dynamics CRM Forum

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  • 1.  Tracking emails in Dynamics

    SILVER CONTRIBUTOR
    Posted 11 days ago
    We have been investigating an issue reported by Users in Dynamics which I think has been there all along but has become more pronounced because of changes in the way people are using Dynamics. It relates to how emails are tracked in Dynamics. The scenario is an email is sent to a number of recipients with one of them automatically tracked in CRM (a generic email address for example where all emails in the inbox are synced to Dynamics). The mailboxes of other recipients are also tracked (via test and enable) but not automatically.  


    As expected this email is ingested into Dynamics from Outlook, creates a Case and displays on the timelines of all people. The issue arises when someone attempts to have a "side bar" conversion via Outlook with just one person (who is tracked). When they do that by removing all of the other recipients including the generic email that caused the email to be in Dynamics in the first place, the email still finds its way into Dynamics.

    The Tracked to Dynamics 365 category does not display at anytime to indicate that the email is being tracked in Dynamics and there appears to be no way untrack this particular email exchange.

    We have found that if 2 people who are not tracked to Dynamics (but are still users in Dynamics) have a "side-bar" conversation the the email does not appear in Dynamics so it seems that the tracking cookie is being read by Dynamics just because the user is tracked.    


    If anyone can provide on how to prevent the tracking this would be appreciated because we have some people who are very concerned that private conversations can find their way into the CRM for everyone to see.


    Regards

    Mark

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    Mark Westerman
    Charles Sturt University
    Thurgoona
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  • 2.  RE: Tracking emails in Dynamics

    SILVER CONTRIBUTOR
    Posted 10 days ago
    Just an update, I have managed to prevent the tracking of emails by changing User mailbox settings for Incoming and Outgoing Email to None. Queue Mailboxes are still tracked. This will work for us for now because currently we only want to Sync Appointments for Users but it looks like if we want to track User emails in the future we would be back where we started.



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    Mark Westerman
    Charles Sturt University
    Thurgoona
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