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Change email tracking or remove all email tracking?

  • 1.  Change email tracking or remove all email tracking?

    Posted Jul 22, 2019 11:01 AM
    We're having challenges with email tracking.  We've found most users have their personal settings set to:
    • Track - Email messages in response to Dynamics 365 email -OR- All email messages
    • Create Contacts from the sender or organizer of tracked email messages and meetings
    The tracking setting seemed to be the culprit for a lot of undesired emails being tracked.  Recently, through the guidance of a third-party and also MSFT support, we arrived at a game plan to change user settings via XRM toolbox to:
    • Track - Email messages from Dynamics 365 Leads, Contacts, and Accounts
    • No Create (contacts or other)
    We've been advised that before making this change, we should clean up Contacts to ensure we don't exacerbate our problem of tracking a bunch of other/new emails because we'd start tracking ALL emails with those extraneous contacts (for users who just had tracking responses before).  However, trying to clean up contacts across an organization is super tough - hard to know which are business vs. personal, make changes w/o engaging each user individually, etc.

    We're getting close to saying - let's just not track any emails in CRM at all.  We'll use other activity tracking, notes, etc. and we assume people will search their inboxes if they're trying to track down an email. And, our assumption if we did this is that emails sent from CRM would still be tracked as outgoing and workflow emails, etc. would still show in the system.  Are there any major drawbacks to this alternative/do not track approach?  Has anyone else done this?

    If we go this route of stopping tracking, do we un-check the first highlighted box below and would that do the trick or are there other settings to address/check/un-check?  Also, are there any issues un-checking the second box below?  It seems like that should be unchecked regardless.

    Thanks so much in advance for any help!



    ------------------------------
    Cherish Orozco
    HITT Contracting Inc
    Falls Church VA
    ------------------------------


  • 2.  RE: Change email tracking or remove all email tracking?

    GOLD CONTRIBUTOR
    Posted Jul 22, 2019 12:13 PM
    Hi Cherish! Email tracking is a hard one in the beginning. When we first implemented CRM in our small 50-people company our management wanted "all conversations" to be tracked. After not wanting to listen to the consultants on this initially, they changed their minds a few days in ;) We currently use the option "Email messages in response to Dynamics 365" in combination with deselecting the "Create Contacts" Option.

    What I found very important with this topic is user training. In the past whenever we had a new employee I would sit them down and explain to them what happens when they select foolish options such as Track all or Create Contact. I have created our own onboarding video in the meantime - where this is explained and we have an article describing everything in our knowledge base.

    When we had to run a cleanup like what you are suggesting I created a view for the users that would show their "Orphaned" contacts - so contacts which were not having a Parent Account. I then did a cleanup initiative where I set them a reasonable deadline to clean up those orphans (either delete or add to an account) - rewarding them with chocolate for anyone who completed their cleanup in time (first I made sure of course that they all had their settings adjusted). Then about another week or two after the deadline I informed them I would just delete any contact without a Parent Account.

    In addition to the one-time cleanup I created a dashboard for myself which I monitor on a weekly bases. I defined up some keywords of typical emails that got tracked and that we don't want tracked such as "Newsletter" or "Password Reset",... (it's a long list of keywords by now, rather specific to the organization though). If emails with such keywords are tracked, they appear in my dashboard and I can investigate why they were tracked and approach the user directly to influence their behavior (email templates help here if it's something you need to do frequently). I can then also decide if I want to just automatically delete emails with such keywords. Apart from keywords I also monitor number of "Internal" emails (from and to users within our domain) to see if unnecessary stuff is tracked and based on what I find I decide how to treat them.

    It's probably far from perfect but it works for us (about 100 users at the moment). Curious to hear what other (larger) organizations have to say about it.

    ------------------------------
    Sissy Bottcher
    Business Process Innovation Specialist
    StudyPortals
    San Diego CA
    ------------------------------



  • 3.  RE: Change email tracking or remove all email tracking?

    TOP CONTRIBUTOR
    Posted Jul 23, 2019 12:01 PM
    Our settings are much like yours now. We went through this recently.

    We disabled the correlation for auto-tracking emails, and got all users to set their user options to:


    We also use XRM Toolbox to set options for users who don't feel comfortable doing it themselves, or refuse to do it. We have started to roll out the Dynamics 365 App for Outlook, and frame that as the only way users should assume emails are being tracked. We have found success in using the word "attached" rather than "tracked" in communicating what is actually happening between Outlook and Dynamics.

    When users track an email manually through the app, they better understand it as the same as attaching a file to an email.  They are then far more picky about when they do and don't intentionally track emails.


    ------------------------------
    Peter Gulka
    National Director, Information Solutions & Data Analytics
    Big Brothers Big Sisters of Canada
    Burlington ON
    ------------------------------



  • 4.  RE: Change email tracking or remove all email tracking?

    GOLD CONTRIBUTOR
    Posted Jul 23, 2019 02:13 PM
    I like the idea of using the term "attach". Thanks for the tip!

    Other than that: Is there a way to set default settings for the users, so we don't have to manually set this up for every user?

    ------------------------------
    Sissy Bottcher
    Business Process Innovation Specialist
    StudyPortals
    San Diego CA
    ------------------------------



  • 5.  RE: Change email tracking or remove all email tracking?

    TOP CONTRIBUTOR
    Posted Jul 23, 2019 03:07 PM
    Not really, via configuration, but you can with customization: http://dynamicslmp.com/2018/03/23/user-personal-settings-automatically-create-records-in-microsoft-dynamics-365/

    ------------------------------
    Peter Gulka
    National Director, Information Solutions & Data Analytics
    Big Brothers Big Sisters of Canada
    Burlington ON
    ------------------------------



  • 6.  RE: Change email tracking or remove all email tracking?

    Posted Jul 24, 2019 09:28 AM
    Thanks for all the input!

    Peter - I think we'd like our personal users' settings to match those in your screenshot (we think most do, but will need to use XRM toolbox to set or validate individually to be sure).  If we remove correlation via System Settings, but don't have the App for Outlook for manual tracking.  Do you know what is then tracked?  Nothing?  Does it sort of negate the personal setting of tracking responses to CRM email?

    ------------------------------
    Cherish Orozco
    HITT Contracting Inc
    Falls Church VA
    ------------------------------



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