Recently, I was troubleshooting for one of my clients and after checking the obvious options, was stumped. They use the Outlook client regularly and track emails sent to and from customers. For some of the users this worked seamlessly. Replies to tracked emails were automatically tracked in CRM as they should be. However, this functionality was not working for a handful of users. We went through several steps to confirm all of the email options were set up correctly in CRM and OUTLOOK, and they were. But there had to be something else going on to keep it from working for everyone.
Finally we found the problem. The company had changed names earlier in the year and all of the employee email addresses had changed as well. Unfortunately, they had not updated all of the email addresses in CRM, causing the issue. After updating the email addresses, the email replies were automatically tracking for everyone and all was right with the world again!
It was frustrating that the problem was caused by something as simple as an email address! So to turn the "lemons into lemonade" I want to share the checklist I compiled for troubleshooting this situation. Hopefully it will save you some time (and frustration).
CHECK THE USER RECORD IN CRM
Email Address
Double check their Primary Email Address is listed correctly and is the same email address used by OUTLOOK.
Email Access Type (Incoming and Outgoing)
This should be set according to your company’s configuration.
If set to Microsoft Dynamics CRM for Outlook the E-mail is sent and received with Microsoft Dynamics CRM for Outlook .
If set to E-mail Router the E-mail is sent and received with the Microsoft Dynamics CRM E-mail Router.
Please Note: If you select Email Router, then the “Allow use of email credentials” check box is displayed in your CRM PERSONAL OPTIONS in OUTLOOK (see below). You will need to enter your credentials here. Also, if you change your password, don’t forget to update it here as well.
CHECK THE SYSTEM SETTINGS IN CRM
OUTLOOK TAB
Perform checks as new email is received – YES
Set time accordingly for promoting and sending email
(Set other options as needed)
EMAIL TAB
You may want to check this tab and set to use the Tracking Token
(if you want this to show on your outgoing tracked emails)
CHECK THE CRM OPTIONS IN OUTLOOK
Go to OUTLOOK, click CRM and Options
Set Personal Options dialog box opens, click E-mail tab
CHECK the box to “Check incoming e-mail in Outlook and determine whether an e-mail should be linked and saved as a Microsoft Dynamics CRM record”
If Email Access Configuration is set to Email Router on your CRM User record, then you will see an
Allow use of email credentials check box. Enter your credentials here.
Also, if you change your password, don’t forget to update it here as well.
If Email Access Configuration is set to use Microsoft Dynamics CRM Outlook then you will have a different option
that needs to be checked “Allow Microsoft Dynamics CRM to send email using CRM for Outlook”.
Set your preference on the next 2 options regarding what to track and using the CRM icon and click OK.
You may also want to check the Address Book tab, and select the options you prefer for syncing Contacts and Other Record types.
CHECK CRM FOR DUPLICATES
If the problem is only occurring with emails to certain contacts, make sure these contacts don’t have duplicate records in CRM.
Search in LEADS and in CONTACTS. If their email address is entered on more than one record CRM will not track it to any of the records.
MICROSOFT CRM DIAGNOSTICS
Finally, you may want to run the Microsoft Dynamics CRM Diagnostics wizard. It detects and fixes many problems you may
encounter with Microsoft Dynamics CRM for Outlook including issues with connectivity, setup, and corrupted data. In some cases, you can also choose to allow the wizard to repair the problem.
On the Start menu, click All Programs, click Microsoft Dynamics CRM, and then click Diagnostics. To start the wizard, click Run Diagnostics.