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D365 Outlook App

  • 1.  D365 Outlook App

    Posted May 28, 2020 05:01 PM

    We have noticed that emails that are not purposefully Set Regarding/Tracked or not linked to Dynamics in anyway are sometimes getting tracked into Dynamics.  Has anyone else noticed this?  It at least seems like this is a result of some of the smart tracking features in newer versions of Dynamics, but are there any settings we should adjust to ensure only intended emails are getting tracked? 

     

    Recently, we transitioned into using the Outlook Dynamics 365 add in, and we're noticing issues with the tracking.  Not only is there the unintended emails being tracked (which we believe to be a consequence of the smart tracking), but there also used to be a distinction between Set Regarding and Track in the older Dynamics Outlook add-in.  Set Regarding was always a one of log of an email that was sent whereas Track would capture subsequent communications in the same thread.  Does anyone know if there's still a way to configure the newer Outlook Dynamics app to provide both options, because it really seems like the new version only supports Track?



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    Crystal Alston
    Evoqua Water Technologies
    Pittsburgh PA
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    Academy - Online Interactive Learning from Experts


  • 2.  RE: D365 Outlook App

    TOP CONTRIBUTOR
    Posted May 29, 2020 07:57 AM
    Hi Crystal,

    Check the mail tracking settings for the users this is occurring for. We had an instance in this past where this was seemingly occurring as well, and a handful of our users had the option "Email messages from Dynamics Leads, Contacts, and Accounts" turned on. Any time they sent or received an email from a Dynamics contact, it would be automatically tracked.

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    Steve Platz
    Manager, Sales Operations
    Parker LORD
    Cary NC
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    Academy - Online Interactive Learning from Experts


  • 3.  RE: D365 Outlook App

    Posted Jun 03, 2020 10:41 AM
    Hi Steve.  I'm a bit new to D365 admin.  Could you point me to where these mail settings are for the user?  I looked at email tracking in the power platform admin center and this look like default overall settings, not user specific.  The other place I looked was in CRM: Settings --> Users --> opened a user --> selected "Open Mailbox".  I don't see the setting you're referring to.

    Thanks!
    Angie

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    Angie Pitt
    CRM Manager
    ITW Food Equipment Group
    Toledo OH
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    Academy - Online Interactive Learning from Experts


  • 4.  RE: D365 Outlook App

    TOP CONTRIBUTOR
    Posted Jun 03, 2020 02:28 PM
    Hi Angie,

    I'm not aware of a way to view individual user settings in the standard CRM UI. What I do, is I run a FetchXML query each month in the XrmToolbox to report on this data. This query get's me all enabled users and their mailbox tracking settings. Then, if I notice anything amiss, I reach out to the user to find out the reason they deviated from the default.

    <fetch>
      <entity name="usersettings" >
        <attribute name="incomingemailfilteringmethod" />
        <attribute name="incomingemailfilteringmethodname" />
        <link-entity name="systemuser" from="systemuserid" to="systemuserid" link-type="inner" >
          <attribute name="internalemailaddress" />
          <filter>
            <condition attribute="isdisabled" operator="eq" value="0" />
          </filter>
        </link-entity>
      </entity>
    </fetch>


    ------------------------------
    Steve Platz
    Manager, Sales Operations
    Parker LORD
    Cary NC
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 5.  RE: D365 Outlook App

    Posted Jun 03, 2020 05:56 PM

    Hi Angie~
    As Steve said, the XRM Toolbox is the best/easiest way to go.  However, if you don't have it or don't know how to use it, there is an UGLY way of getting your individual users' email tracking settings:
    1. In your browser, add the following to the end of your company's CRM URL:  /api/data/v9.0/usersettingscollection  [EX: https://<COMPANY>.crm.dynamics.com/api/data/v9.0/usersettingscollection
    **If you aren't on Dynamics CRM version 9, i believe that you can substitute v8.2 in place of v9.0 in the URL, but I can't confirm that as we are on v9
    2. That will open a browser window with all of your enabled and disabled users' personal settings in a big, yucky pile of code
    3. CTRL+A and then CTRL+C to copy all of that mess, and paste it into a Notepad doc.
    4. From here, you want to save the notepad as a .csv and open that .csv file in Excel
    5. Zero in on the columns that contain "systemuserid" and "incomingemailfilteringmethod". Depending on how the data pasted, those columns might not be lined up vertically. I played around with the formatting until those were my only two columns showing in the .csv file.

    6. From CRM, open Advanced Find and run on the "Enabled Users" view.  Export that to Excel.
    7. Unhide columns A, B, & C of that export - column A contains the GUID of all enabled users.
    8. You can do a VLOOKUP of the user GUID (column A of the file exported from CRM Advanced Find) to the systemuserid column in the .csv file to match the user names.
    The incoming email filtering method has values from 0 to 4.  The legend for those values is below:

    Like I said, this is the ugly way, but enables you to get the settings if you aren't comfortable with XRM Toolbox.
    Having said that, download XRM Toolbox and start learning it - it will be your best friend.
    I hope this helps,
    Elaine

    Value Label
    0 All email messages
    1 Email messages in response to Dynamics 365 email
    2 Email messages from Dynamics 365 Leads, Contacts and Accounts
    3 Email messages from Dynamics 365 records that are email enabled
    4 No email messages


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    Elaine Bardzil
    CRM Administrator
    Servicelink
    Bridgeville PA
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 6.  RE: D365 Outlook App

    Posted Jun 01, 2020 11:53 AM

    Hi Crystal!
    I believe that I left some info regarding this with Evoqua's CRM team, but Steve's response is definitely one of the triggers.  The individual users' personal settings for email tracking that he mentioned can be checked and changed in XRM Toolbox with the User Settings Utility tool, if you want to adjust the settings for all or some users in bulk.  Microsoft's definition of each setting is below.  I usually advise users to set the email tracking to either "Email messages in response to email" or "No email messages".  Both of these seem to work best for letting the user decide what is being tracked.

    Something else that you may want to have the users do is to check the Add-ins in Outlook for which contacts are automatically being tracked. In Outlook email, at the bottom of the left-hand column that displays their mail folders, click the ellipsis and then "Add-ins".  A window will open that shows all contacts that are being tracked and untracked. Users can select the contacts marked "Tracked" and then click Untrack in the command ribbon to stop emails from/to those contacts from being automatically tracked. They can change as many of the contacts on that page at the same time as they want, but make sure they click Next in the lower right of the list to go to the next page and repeat. It seems that you can't do all of the pages at once - they'll need to select all contacts on a page, click Untrack, then go to the next page.  Unfortunately, it seems like some of these contacts will revert back to "Tracked" automatically if I subsequently track an email to them after making this change, even though my tracking setting is set to "No email messages."  I'm not sure how to prevent that, so I would tell the salespeople to check this list periodically.

    If anyone has any knowledge of how to untrack Outlook Contacts and have the setting remain, even if you manually track the contact later, please let me/us know!

    I hope this helps!
    Elaine

    • All email messages. All email messages received by the user are tracked (will have activities created).

    • Email messages in response to email. Only replies to email messages that have already been tracked will be saved as email activities. This option uses smart matching, a correlation method that uses the existing properties contained in the email to relate email messages to activities.

    • Email messages from Leads, Contacts, and Accounts. Only email messages sent from leads, contacts, and accounts in the database are saved as activities.

    • Email messages from records that are email enabled. Email messages are tracked from any record type that contains an email address, including customized record types (entities).

    • No email messages. User will have to manually track each email message from Outlook to Dynamics CRM.


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    Elaine Bardzil
    CRM Administrator
    Servicelink
    Bridgeville PA
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    Academy - Online Interactive Learning from Experts


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