Customer Engagement & Dynamics CRM Forum

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  • 1.  Auto tracking of emails

    Posted Dec 19, 2019 08:58 AM
    Recently we have been having issues with new users.  As soon as they are set up in CRM and the mailbox is approved by our O365 Admin, the new users email messages start to track to CRM. Sometimes it is a day or so before I find out that they have been set up. At that time, I update thier settings using the XRM ToolBox and set email tracking to only track emails which are replies to other tracked emails.  Some users will have 50 emails tracked before I update the setting, then of course any other replies to those emails that were inadvertently tracked will now also be tracked.  

    So, a little while later when they are trained to use CRM, they notices 100+ emails already in their CRM, and none are set regarding anything. They are very confused by this and annoyed that their emails are in CRM without any action taken on their part.

    Has anyone else encountered this issue?  Often times I try to go through and delete a bunch of these emails but worry that i could be deleting some that were intentionally tracked. Any ideas?

    thanks Laura

    Laura Mortick
    Marketing Information Systems Manager
    Olathe KS
    Kansas City CRMUG Chapter Leader

  • 2.  RE: Auto tracking of emails

    Posted Dec 19, 2019 09:15 AM
    Hi Laura,
    We are also working through this right now!  I wish there was a way to set the default.  In the meantime, we have added this as part of the onboarding process to ensure that the setting is changed before they start using CRM.  Our issue is also how to find and remove the emails that shouldn't be in there.  
    Seems like we are on the same path lately!  I will share if I iearn anything.

    Diane Taylor
    Manager Implementation and Adoption
    Synergy Credit Union
    Lloydminster SK

  • 3.  RE: Auto tracking of emails

    Posted Dec 20, 2019 01:17 PM

    If you are using Server Side Synchronization, i believe if you set the default synchronization method like this in System Settings any new User will not have email processing kick off until you configure their mailbox at that time you could change any User setting through the xrm toolbox.

    As far as deleting potentially useful emails, if the email is not regarding anything in CRM, we consider them useless and Users know these emails are deleted weekly through a bulk delete job in our system (along with Draft emails, but that is a story for another time).

    Hope this helps,

    Jim Corriveau
    A.W. Chesterton Company
    Groveland MA

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