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Microsoft Dynamics CRM – Outlook Tracking Emails Warning

You can use Microsoft Dynamics CRM for Outlook (add-on to Microsoft Outlook) to track email, contacts, tasks, and appointments. When you use the track option in Microsoft Outlook to track an email message, contact, task, or appointment record, a copy of that record is saved as an activity in Microsoft Dynamics CRM and synchronised with the Outlook record. They are now linked. You can now view and edit that record in Outlook or CRM. If you have Outlook on your laptop or tablet etc, you can view that same tracked record.

Tracking records in CRM for Outlook is a manual process.  Therefore, CRM gives you the ability to keep your personal Outlook records separate from your CRM records. You don’t want your email to your wife about what’s for tea tonight ending up in your CRM system!

So tracking emails in CRM from Outlook is a great feature. However if not set up correctly, you could run into issues. Some of us have multiple email addresses or CRM organisations we manage or maintain, therefore keeping these all separate at times on one device can be a challenge, especially if you perform demos or testing multiple CRM systems.

So what do you do when you receive the following warning when setting up Outlook, possibly from an existing configuration? Keep reading.

To track emails and perform synchronization, your Outlook email address should be the same as your email address in Microsoft Dynamics CRM

The error message will be displayed as:

Outlook Message - Track Email

 

The scenario I am normally faced with is because the email address I am using is different from the email address of my CRM organisation.  The simple fix is to update your associated email address in CRM on the user record and Approve the email address.  You may find if your tracking of email is not working, approving the email may fix your tracking issue as well. Once your email address is updated in CRM, use the Approve Email (found on the command bar in CRM 2013 and 2015) to accept the email change and allow CRM to process emails using this address.

To note, you may also see this error message if you are configuring Microsoft Dynamics CRM for Outlook, but you don’t have an Outlook email address, or you haven’t set the primary email address field in CRM.

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