Automatically track and save incoming Outlook e-mail as Microsoft Dynamics CRM e-mail activities

Can I do this task?

When you track e-mail messages, Microsoft Dynamics CRM for Outlook creates e-mail message activity records in Microsoft Dynamics CRM that are linked to the original messages in Microsoft Office Outlook. The e-mail address of the sender must match the e-mail address of a Microsoft Dynamics CRM record.

Important

After you save your e-mail message as a Microsoft Dynamics CRM e-mail activity, the saved message can be accessed by anyone who has access to your activities in Microsoft Dynamics CRM.

1. Start Outlook. (Microsoft Dynamics CRM for Outlook must be installed.)
2. If you have Outlook 2007 installed, on the CRM menu, click Options.

   - OR -

   If you have Outlook 2010 installed, click File. Click the CRM tab, and then click Options.

3. In the Set Personal Options dialog box, click the E-mail tab.
4. To automatically link and save incoming e-mail messages as Microsoft Dynamics CRM records, in the Select how Microsoft Dynamics CRM for Outlook should integrate e-mail with Microsoft Dynamics CRM section, select the Check incoming e-mail in Outlook and determine whether an e-mail should be linked and saved as a Microsoft Dynamics CRM record check box.
5. To select whether you want to track and save all e-mail messages or only certain types, in the Select the e-mail messages to track in Microsoft Dynamics CRM section, click one of the following options:
   • All e-mail messages
   • E-mail messages in response to CRM e-mail. E-mail messages are tracked only if the person has a record in Microsoft Dynamics CRM.
   • E-mail messages from CRM Leads, Contacts, and Accounts. E-mail messages are tracked only if it comes from someone with a Microsoft Dynamics CRM lead, contact, or account record.
   • E-mail messages from Microsoft Dynamics CRM records that are e-mail enabled. E-mail messages are tracked from all record types, including custom record types, that contain an e-mail address field.
6. Choose the icon that is displayed for e-mail messages that are tracked in Microsoft Dynamics CRM. Microsoft Dynamics CRM icon is selected by default. Or, select Outlook.

   If you choose the Microsoft Dynamics CRM icon, tracked items display the icon.

7. Click OK.

Notes

• You can send e-mail messages from Microsoft Dynamics CRM using Outlook. In the Select how Microsoft Dynamics CRM for Outlook should integrate e-mail with Microsoft Dynamics CRM section, select the Allow Microsoft Dynamics CRM to send e-mail using Microsoft Dynamics CRM for Outlook check box.
• When Microsoft Dynamics CRM for Outlook is installed, e-mail messages, as well as contacts, appointments, and tasks, include a Microsoft Dynamics CRM pane that displays information about the sender and recipients. An icon is displayed that shows the record type of the sender and recipients in Microsoft Dynamics CRM. The pane also includes links to the parent, regarding, and related Microsoft Dynamics CRM records. Click the links to open the records in Microsoft Dynamics CRM. More information: Tracking Records
• You can also open a record that is being tracked in Microsoft Dynamics CRM. In the CRM group, click View in CRM.
• More than one custom record type could contain the same e-mail address. When this happens, Microsoft Dynamics CRM links the e-mail messages that are received from this e-mail address to the custom record type that was created first. For example, a Patient record type that was created in January lists the e-mail address someone@example.com. A Doctor record type created in February also lists the same e-mail address. Microsoft Dynamics CRM links the e-mail messages received from someone@example.com only to the Patient record type. Sending an e-mail message to someone@example.com links the e-mail message to the Patient record type and the Doctor record type.