Customer Engagement & Dynamics CRM Forum

Expand all | Collapse all

Outlook Color Coding Tracked Emails

  • 1.  Outlook Color Coding Tracked Emails

    Posted 12 days ago
    I've noticed a new feature in Outlook.  When I right click a message (or calendar event) I see a new option under Categorize called "Tracked to Dynamics 365."  I hoped at first that this was a new automated way to see which items had been tracked, but it appears to be a manual step.  I have had some users tell me that a few of their tracked emails automatically color coded on their own, but not all, and I haven't witnessed this myself.  Does anyone know anything about this new feature?  It would be a lifesaver if it would color code on it's own.

    ------------------------------
    Jennifer Norton
    Harden
    Jacksonville FL
    ------------------------------
    CRMUG Summit - Post


  • 2.  RE: Outlook Color Coding Tracked Emails

    Posted 11 days ago
    Hi Jennifer,
    There is indeed a lifesaver, but it needs a setting change for OrgDBOrgSettings.
    A couple of articles here and here should help you more than I can type, but this functionality is very useful, to:
    Allow you to see what is tracked and what is not
    To use it to quickly track something (although we advise against this as if a contact does not exist it tracks as an orphaned record with no 'rearding' field

    As a user, you can also then set up rules very easy in Outlook for known contacts by assigning a category, example "whenever receiving an e-mail from xxx, track it"
    Hope this helps!
    Greg



    ------------------------------
    Greg Stokes
    Kennametal Inc.
    Chippenham
    ------------------------------

    CRMUG Summit - Post


  • 3.  RE: Outlook Color Coding Tracked Emails

    Posted 11 days ago
    Edited by Ian McKeag 11 days ago
    Hi Jennifer,

    I noticed this after our April Update40 - a Microsoft support engineer initially said this was a bug that would be reverted, but have since changed their guidance and informed me that this function was enabled by default as a new feature.

    All synchronised emails are being assigned this Category, I've also found in testing that assigning the Category to an email will include it in the next sync.


    .

    ------------------------------
    Ian
    Cardiff, UK
    ------------------------------

    CRMUG Summit - Post


  • 4.  RE: Outlook Color Coding Tracked Emails

    TOP CONTRIBUTOR
    Posted 11 days ago
    Hi Jennifer,

    This feature is called 'category-based tracking' and has recently been turned on by default for Dynamics 365 online.  How it looks to users depends on which version of Outlook they're using.

    You can use conditional formatting in Outlook to colour items that have a certain category in a different way to make them stand out.

    Hope this helps!
    Andrew.

    ------------------------------
    Andrew Bibby
    Dynamics 365 Consultant & Project Advisor
    Evesham, United Kingdom
    ------------------------------

    CRMUG Summit - Post


  • 5.  RE: Outlook Color Coding Tracked Emails

    TOP CONTRIBUTOR
    Posted 11 days ago
    Hi @Jennifer Norton,
    All of our emails and appointments starting tracking with the blue bar automatically after the April update.  We did not need to install anything additional.  This is working for all of our users, so I am not quite sure why it's only working for some of yours? Hope you get it figured out!  Laura​

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

    CRMUG Summit - Post


  • 6.  RE: Outlook Color Coding Tracked Emails

    Posted 11 days ago
    The feedback has all been very helpful.  I've learned that by categorizing the email, it automatically tracks it, which is a great time saver, but now I'm trying to research whether those automatically track to the contact record with a matching email address, and what happens if there isn't one in the system.  I think the majority of our users just weren't aware the new category had been added, and the one that found it was still tracking manually (as was I) so we were both confused as to how the new category tied into it all.  Anyway, still learning more but I think our team will actually track more emails now!

    ------------------------------
    Jennifer Norton
    Harden
    Jacksonville FL
    ------------------------------

    CRMUG Summit - Post


  • 7.  RE: Outlook Color Coding Tracked Emails

    TOP CONTRIBUTOR
    Posted 11 days ago
    I had this same thing happen - it just started showing up recently. I think I have a bigger problem, but if I remove the category, or click 'untrack' from an email, it just adds the label back the next time I open Outlook, and continues to track to that record.
    My understanding from that great link @Greg Stokes shared, is that the action of untracking from the app should remove the category, which it does. But the dang thing comes back....​​

    ------------------------------
    Brooke Browne
    Marketing Director
    Smartbridge
    Houston TX
    ------------------------------

    CRMUG Summit - Post


  • 8.  RE: Outlook Color Coding Tracked Emails

    TOP CONTRIBUTOR
    Posted 10 days ago
    So, just as soon as I say that my tracked emails show with the navy blue bar, now it is suddenly not showing anymore and i have not made any changes (I am the admin). Any ideas what I do to fix this? I noticed it because others had reported the same issue. As a side note, I never did anything to set it up initially.  thanks! Laura

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

    CRMUG Summit - Post


  • 9.  RE: Outlook Color Coding Tracked Emails

    TOP CONTRIBUTOR
    Posted 5 days ago
    I am still seeing inconsistent information on tracked emails.  Does anyone have this working as expected? I do not want to use the category to track the emails, but I want to manually track the emails and see the email tagged with the correct category. Does that make sense? I have been reading about this and some people say it automatically tracks for CRM Online since the April upgrade and others say we need to use the OrgDBOrgSetting tool.  Can someone help clarify?  thank you! Laura

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

    CRMUG Summit - Post


  • 10.  RE: Outlook Color Coding Tracked Emails

    SILVER CONTRIBUTOR
    Posted 5 days ago
    Check you Corralation tracking setting it caused some erratic tracking of emails for us.

    ------------------------------
    Nicholas Anderson
    Information Technology
    Wagstaff Inc.
    Spokane WA
    ------------------------------

    CRMUG Summit - Post


  • 11.  RE: Outlook Color Coding Tracked Emails

    TOP CONTRIBUTOR
    Posted 4 days ago
    Laura,

    I'm guessing that if the category tacking is enabled by default now, you won't need the orgdborg settings solution.  It can be downloaded from MS if you need it.  Search for Organization Settings Editor (Dynamics 365) its been 'rebranded', ordborg setting is the original name.  Import it like any other managed solution.  Once it is installed be careful, use caution, and just because you can doesn't mean you should (know what you are changing, why it's being changed, and the impact on the system before you make a change).

    This is my understanding of how the tracked in dynamics 365 category works.  It is set at the exchange level and will appear for all CRM Users who's exchange mailbox is being processed by Server Side Sync in CRM.  The User cannot manage or delete the category, SSS will put it back on the User's mailbox every time it scans the mailbox.  Unless otherwise configured SSS only runs on the inbox of a mailbox.  An email gets tagged with this category only after the email has been received into the tracked mailbox and SSS runs on the inbox.  So, non CRM Users do not see this category.  The category can be removed from a message but the message is still tracked and will get the category stuck back on it if SSS catches it again.  Only emails in the inbox get tagged, so if the message gets moved out of the inbox before SSS runs, it will not show a category and the receipt of the message will not be tracked into CRM, but eventually some email on that thread will get into CRM through you or some other User.  Also, SSS does not process every email in an inbox every time it runs, it only process emails received since the last time it ran on that inbox, so if you move messages into your inbox with a date/time prior to the last SSS run, they will not be reprocessed.  Manually setting this category on emails is up to you.  Personally, I tell my Users not to bother because there is no context, it is not regarding anything so no one is going to see it.  If they want the email in CRM then use Set Regarding instead.  Another thing i tell Users is just leave the category alone, use it for what its worth - simply a visual that lets you know that an email is tracked even if you don't see a token.

    Hope this helps,




    ------------------------------
    Jim Corriveau
    A.W. Chesterton Company
    Groveland MA
    ------------------------------

    CRMUG Summit - Post


  • 12.  RE: Outlook Color Coding Tracked Emails

    TOP CONTRIBUTOR
    Posted 4 days ago
    Thank you so much for that great overview @Jim Corriveau!  The detail is very helpful.  Here is what I am seeing.  Sometimes I track an email and the tracking info is visible (the navy blue category is tagged to the email).  I am also able to see if someone else tracked it which is helpful.  Other times, the category is not visible (even after a few hours).  ​Some users see the tracking, others do not.  Any ideas?

    The other thing we want to enable on the OrgDB settings is allowing someone to track an appointment scheduled by someone else at our company.  Currently that is not allowed and it is causing a lot of problems.

    @Nicholas Anderson I checked and I believe my correlation settings are correct (I have correlation checked).

    thank you both so much for your help!  Laura



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

    CRMUG Summit - Post


If you've found this thread useful, dive deeper into User Group community content by role