Tuesday, March 24, 2009

CRM 4.0 issue with tracking emails

Issue: Emails are getting tracked to CRM records automatically and are not always accurate.

Cause: SmartTracking is setting the regarding on emails since Tracking Tokens have been disabled

Microsoft’s Suggested Resolution: Manually set the regarding record to the emails that were not properly tracked or turn on Tracking Tokens.

Our Temporary Solution: Our Company has tried tracking tokens before but the users didn’t like the CRM number visible in the email subject line. So turning on tracking tokens will not be our fix. So for now I have given end users instructions to manually untrack the email and then track it to the correct CRM record.

Good News: There have been rumors of the ability to turn Smart Tracking off in a future Update Rollup, and from what I have heard it may be Update Rollup 4.