Sunday, 20 November 2011

Email tracking CRM 4.0 - Here's 4 Easy questions

Q1. What is the difference between the three options?
1. All Emails
2. Emails in Response to CRM emails
3. E-mail messages from CRM Leads, Contacts and Accounts

The first one is obvious. The second one states that any email that originated in CRM, if replied to, the reply will be tracked in CRM. The third one specifically tracks emails from CRM Leads, Contacts and Accounts (which is obvious too).

Q2. If I click on "Set Regarding" and link an email message from one of my customers - why does it not remember next time he sends me an email and automatically "Set Regarding" to his contact record

If you have enabled Smart Matching based email correlation (On by default in CRM 4 and configurable for CRM 2011 in System Settings), AND if the second email that you want to have regarding object set automatically is part of the original thread conversation, then the email will have the regarding object set automatically. If the second email is having a different subject or set of recipients, then the email will nto have the regarding set as CRM will find that to be a different conversation.

Q3. I get some email automatically linking (getting tracked) where it says "Regarding NONE" - does that mean it's not attached to a record? where do I find that email in CRM?

Email are automatically tracked if you have chosen one if the 3 options in Q1. The Regarding object is set as None since there is no history for that email (no previous email in the thread has a regarding object set). You will be able to see all emails in the Activities Grid.

Q4. How does it decide if it should track the email and where it should put it? (is it looking at the email address only or something else)
Answered in Q3.

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