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Thursday, December 13, 2012

Email Tracking in Microsoft Dynamcis CRM 2011

Dynamics CRM help you track and manage email communications with customers. Dynamics CRM can send and receive email using either CRM web client or CRM for Outlook.

Dynamics CRM supports Microsoft Exchange Server, Post Office Protocol 3(POP3) and Simple Mail Transfer Protocol (SMTP) services.

Dynamics CRM E-mail Router acts as an interface between your email system and Microsoft Dynamics CRM. Otherwise Dynamics CRM for Outlook will perform similar routing and tracking functionality on each client computer.

Automatic email tracking for both the organization and the individual users.
Configure Organization's email settings, Click 'Settings' -> under System -> Click 'Administration' -> Click 'System Settings' -> Click 'E-mail' tab.

Most of them are self explanatory. There 2 options for configure e-mail correlation
  1. Use tracking tokens
    Smart matching with tracking tokens fetaure, which increases the accuracy of automatic email matching.

    Dynamics CRM adds a tracking code (CRM:012345) in the subject line of email messages sent from Microsoft Dynamics CRM.

    Subject: Request Order at NE. CRM:012345

    The tracking code uniquely identifies the email activity in the database. If a customer were to reply to this message, 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.

    Dynamics CRM will allow to set your own unique tracking token configuration by modifying 'Use tracking token' options.
  2. Use Smart matching
    Smart matching uses an algorithm based on the email sender, recipients, and subject line to determine which record to use as the email’s regarding record (lead, opportunity, quote, etc). When matching the email message subject, the smart matching feature ignores prefixes (such as RE: and FW:).

Configure Individual's email settings, Click 'File' tab in the ribbon -> Click 'Options' -> Click 'E-mail' tab.

The 4 type track options are:
  • All e-mail messages
  • E-mail messages in response to CRM e-mail
  • E-mail messages from CRM Leads, Contacts and Accounts
  • E-mail messages from CRM records that are e-mail enabled

When you track an email in Dynamics CRM for Outlook, it tries to match the email addresses against your existing CRM data to find matching records. If it finds a match, it automatically links the email to that matching record.

If  'Automatically create records in Microsoft Dynamics CRM' option is checked, the software will automatically create contact or lead records only if it can’t find matching records.

Administrators can turn off automatic email tracking for a particular user.
Click 'Settings' -> under System -> Click 'Administration' -> Click 'Users' -> List of Enabled Users -> Select the user.

Set the incoming and outgoing email access type to None.

1 comment:

Unknown said...

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