Emails in Outlook can be automatically tracked in Dynamics 365. To set up email tracking, go to System Settings and select the Email tab:
Here you will see options on how emails will be tracked:
- Folder level tracking. Once rules are set up, exchange folders will automatically track email messages
- Correlation. Depending on certain conditions, emails will automatically be tracked. There are 2 ways emails can be correlated:
- Using a tracking token, which is a string in the subject of an email, e.g. CRM:628678. Note you can configure how the tracking token looks
- Smart Matching. This works by using behind the scenes logic that looks at the to/from, subject and other information to determine if emails should be correlated
Note the user should have incoming mail set to Server-side synchronization or Email Router.