In this two-part blog series, we’ll explore the technology that is revolutionising customer service delivery in government. In our first installment, we examine the technology transformation from the perspective of back-office processes.
The Microsoft Dynamics CRM 2015 Online Spring Update introduced a new tracking feature: folder-level tracking. This means that any device that supports the Microsoft Exchange feature can have a seamless way to track email activities. Today's blog covers both methods, so let's dive in!
For Quick-Tracking, follow the steps below:
1. Create a folder in Microsoft Exchange and link it to the same Dynamics CRM record.
2. Now, when users move emails to the Exchange folder, all those emails will automatically be tracked into CRM. This all gets done without having to set regarding for a record in CRM.
This works with inbox email rules as well, which are set to redirect all incoming email to the Exchange folder automatically, and we can track the activities easily. Now, you don't need the CRM Outlook Client installed any more just as a tracking tool.
For Folder-level Tracking, follow the steps below:
Administrative level steps:
1. Navigate to CRM > Settings > Email Configuration Settings.
2. Set the Outgoing Email to Server-Side Synchronization or Email Router.
3. Enable "Use Folder-Level Tracking."
End user level steps:
1. Create an exchange folder.
2. Select the CRM records and the folder within by navigating to Personal Options to set the email configuration settings it needs to track.
With these new tracking techniques, quick tracking and folder-level tracking, users will have an improved experience for tracking email records within CRM, and that's something we can all get behind!
If you haven't made the jump to Microsoft Dynamics CRM 2016, what are you waiting for? The latest version is chock full of even better features than before. Make sure you check out our library of Webinars on Demand to see demos, feature profiles, our favorite features, and more on this topic and many, many more!