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Email Tracking
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After you ve successfully configured the email options in Microsoft Dynamics CRM, you should configure automatic email tracking for both the organization and the individual users.
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2 Setup and Common Tasks
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Important All of the email tracking settings we describe apply to the automatic tracking
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of email. Regardless of the settings you choose, users with Microsoft Dynamics CRM for Outlook installed can manually track email using the Track in CRM feature. Some customers prefer to rely on manual email tracking so that the database contains only key email messages, as determined by your users. With automatic tracking, Microsoft Dynamics CRM captures all of the messages, even if they are just short email replies, personal notes, out-of-office replies, and so forth.
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Organization Settings
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You can access the organization email settings in the E-mail tab of the System Settings dialog box, shown in Figure 2-9. To access the system settings, open the web client, navigate to the Settings area, and then click Administration.
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FIGURE 2-9 Configuring organization email settings
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From here, you can configure the organization s email settings, and most of them are self-explanatory. For the email correlation portion of these settings, you have one of two options:
Smart matching only Smart matching with tracking tokens
Part I Overview and Configuration
If you leave the Use tracking token check box clear, Microsoft Dynamics CRM uses the smart matching feature to correlate email messages automatically with the appropriate records. Smart matching uses an algorithm based on the email sender, recipients, and message subject line to determine which record to use as the email s regarding record (lead, opportunity, quote, and so on). When matching the email message subject, the smart matching feature ignores prefixes (such as RE: and FW:) in addition to capitalization. In you find that the accuracy of the smart matching feature does not meet your needs, you can choose to include the tracking token feature, which increases the accuracy of automatic email matching. With the tracking token feature enabled, Microsoft Dynamics CRM adds a code in the subject line of email messages sent from Microsoft Dynamics CRM. In Figure 2-10, you can see that Microsoft Dynamics CRM automatically appended the tracking code CRM:0054001 to the end of the email subject. This tracking code uniquely identifies the email activity in the database. If a customer were to reply to this message, Microsoft Dynamics CRM would use the tracking token in the subject as part of its matching algorithm to set the regarding field of the email activity to the correct record. If you don t care for the default tracking token format, you can specify your own unique tracking token configuration by modifying the prefix and adjusting the number of digits for the components of the tracking token, as shown earlier in Figure 2-9.
FIGURE 2-10 Tracking token in the subject line of an email message
Individual Settings
In addition to the organization-wide email settings, you can configure email tracking settings on a user-by-user basis. You edit individual email settings in one of two places:
Personal Options E-mail tab Microsoft Dynamics CRM User form
In the E-mail tab of each user s personal options, users can specify which email messages they want to track in Microsoft Dynamics CRM, as shown in Figure 2-11. To access your Personal Options, open the web client, click the File tab in the ribbon, and then click Options.
2 Setup and Common Tasks
FIGURE 2-11 Configuring email tracking in a user s personal options
The four options are:
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The other option on this screen allows you to configure whether contact or lead records will be created automatically in Microsoft Dynamics CRM for tracked email messages. When you track an email in Microsoft Dynamics CRM for Outlook, the software tries to match the email addresses against your existing CRM data to find matching records. If the software finds a match, it automatically links the email to that matching record. When you select the Automatically create records in Microsoft Dynamics CRM option shown in Figure 2-11, the software will automatically create contact or lead records only if it can t find matching records. Finally, you might want to turn off automatic email tracking for a particular user. To accomplish this, administrators with the appropriate security credentials can modify the user s profile record in the Microsoft Dynamics CRM web client to set the incoming and outgoing email access type to None, as shown in Figure 2-12. The default Microsoft Dynamics CRM security roles do not allow users to modify their own system user records, so typically a system administrator is required to configure these email settings. Tip Administrators can also use the Microsoft Dynamics CRM E-Mail Router Configuration
Manager to update the user profile settings regarding incoming and outgoing email access types. With this tool, administrators can update the settings for multiple users at one time.
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