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Tracking emails from Outlook to CRM

  • 1.  Tracking emails from Outlook to CRM

    TOP CONTRIBUTOR
    Posted Jan 30, 2019 09:33 AM
    We are on version 9.1 and I am having an issue tracking email messages to a custom entity.  Few details:
    1. We are able to track to some records in the custom entity
    2. Quick Find previously excluded a certain status (custom status codes) but those status codes have been added back to Quick Find.
    3. Using quick find, i can locate the appropriate record
    4. When we try to track an email to this record (or any other records with this status), it is not displayed, so we are unable to track to it.
    5. Have cleared browser cache 
    Any ideas area greatly appreciated!
    thanks, Laura

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    Laura Mortick
    Marketing Information Systems Manager
    Terracon
    Olathe KS
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  • 2.  RE: Tracking emails from Outlook to CRM

    TOP CONTRIBUTOR
    Posted Jan 30, 2019 10:54 AM
    Laura,

    This article from Harris Technologies mentions some additional setup for your custom entities that might resolve your issue:

    http://htcrm.com/dynamics-365-app-for-outlook-add-entities-to-the-list-of-new-records/

    Check it out and let me know if that helps.

    ------------------------------
    Patrick O'Donnell | VP - Business Development, the Americas
    mscrm-addons.com
    Patrick.ODonnell@mscrm-addons.com
    Atlanta GA
    770 781 8260 Cell
    ------------------------------



  • 3.  RE: Tracking emails from Outlook to CRM

    TOP CONTRIBUTOR
    Posted Jan 30, 2019 11:12 AM
    Hi @Patrick O'Donnell - thank you for article.  That did not help me as I was already able to track to this entity, just not to certain records ​within the entity.  I wish that had worked - I really don't want to open a ticket with Microsoft :)  Thanks! Laura

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    Laura Mortick
    Marketing Information Systems Manager
    Terracon
    Olathe KS
    ------------------------------



  • 4.  RE: Tracking emails from Outlook to CRM

    TOP CONTRIBUTOR
    Posted Jan 30, 2019 04:00 PM
    Finally figured it out. I needed to update the filter criteria in my "Lookup view" I had done that for quick find, but not the lookup view.  It works like a charm now! Wanted to reply in case anyone else ran into this! thanks, Laura

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    Laura Mortick
    Marketing Information Systems Manager
    Terracon
    Olathe KS
    ------------------------------



  • 5.  RE: Tracking emails from Outlook to CRM

    Posted 12 days ago
    Hi Laura,

    Did you update the lookup view for the specific entity? what steps have you taken for this?

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    Eatsam Danish
    Support Consultant
    HSO
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  • 6.  RE: Tracking emails from Outlook to CRM

    TOP CONTRIBUTOR
    Posted 10 days ago
    Hi @Eatsam Danish,
    I updated the "Lookup View" for the impacted entity (in the customization in CRM). I was filtering on only active records and we wanted to be able to track to records we were no longer pursuing (similar to inactive).  So the lookup view needed to include the "not pursuing" records.  When i updated the filter criteria on the lookup view, I was able to track to the "not pursuing" records!  Not sure I have explained that very well - hope it makes sense!  Laura

    ------------------------------
    Laura Mortick
    Marketing Information Systems Manager
    Terracon
    Olathe KS
    ------------------------------



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