Outlook e-mail tracking tips and tricks

I frequently hear from customers that they get into a situation where they have tracked an Outlook e-mail in Microsoft CRM and have accidentally set the wrong regarding object.  They then find out that there is no way to change their selection for the Outlook email window or the Microsoft CRM e-mail activity form.  Here are a couple of ways to solve this problem.

Microsoft CRM v3 on Office XP or Office 2003

You can re-track the e-mail in Outlook from the Outlook Explorer view.  Find the e-mail and select the ‘Track in CRM’ button from the Microsoft CRM Toolbar.

You’ll be notified that this e-mail is already tracked in Microsoft CRM and asked if you want to track it again, choose ‘Yes’.

This will create a new e-mail activity in Microsoft CRM for the e-mail without a regarding object set.  You can then open the e-mail in Outlook and choose the proper regarding value you want.   The old e-mail activity you can delete from Microsoft CRM to clean up the system.

Microsoft CRM v3 compatible release for Office 2007

The Microsoft CRM v3 compatible release offers an enhancement in functionality that makes solving this problem much easier.

Open the e-mail within Outlook and click on the ‘Track in CRM’ button.

You will be asked if you want to un-track this email from Microsoft CRM.  Choose ‘Yes’.

This will delete the Microsoft CRM e-mail activity.  You can then track the Outlook e-mail again as a Microsoft CRM activity and set the regarding value of your choice.

Also, notice that the regarding value is now displayed as a tooltip on the Set Regarding button.

Look for more enhancements in future Microsoft CRM releases in this area which will improve the integration between Microsoft CRM and Outlook.

Jason Dibble

Comments (6)

  1. DK says:

    On my system (Outlook 2007) click the track button for an email already tracked doesn’t do anything.  In order words it remains related to the original record.

  2. Chen says:

    This feature would be really great, but I have v3c client with outlook 2007, and this feature doesn’t seem to exist. I know it sounds stupid, but are you sure it exists?

  3. Scott says:

    Same here – nothing happens when clicking button while viewing an email that’s already linked.  CRM 3.0 SBE, SBS 2003 SP1 Premium, Outlook notebook client (3.0.5300.0)

  4. CC says:

    The original incorrectly regarded activity, needs to be deleted from your closed activities list FIRST.  Then you can re-"Track in CRM" the original email.

  5. Bernardina says:

    one thing that I don’t understand is if you are sending a new email msg. to an existing contact in Outlook who is already associated with an account, then why do you even need to click on "Set Regarding?"  Shouldn’t Outlook recognize that you want to record the email under the account that is already associated with that contact?

  6. Srinivas says:

    There is no CRM Token so this canot be tracked into the CRM.

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