What's New in Microsoft Dynamics CRM 4.0 E-mail Integration

re: What's New in Microsoft Dynamics CRM 4.0 E-mail Integration

Ray Beste — Tue, 29 Jan 2008 19:55:34 GMT

Saying that the tracking token is 'obsolete' is a bit strong unless there is more to this intelligent tracking technology than stated. If there are numerous emails with the same subject and to/from people but from completely unrelated records, I don't see how the emails will track properly without a token. How many emails do we all get that say just CRM and/or re:CRM. Without a token, those will not get tracked to the proper regarding value, will they?

re: What's New in Microsoft Dynamics CRM 4.0 E-mail Integration

Carmelo Lisciotto — Tue, 29 Jan 2008 22:02:41 GMT

It many not be totally obsolete yet. But it's certainly getting close to it.

Carmelo Lisciotto

re: What's New in Microsoft Dynamics CRM 4.0 E-mail Integration

David West — Tue, 29 Jan 2008 22:13:17 GMT

The tracking token is no longer required as part of e-mail tracking in MSCRM v4, so in that sense it is 'obsolete'. Users have the option to include it if they wish, but many users have asked for a way to remove it. As to the smart matching logic used to process incoming e-mail messages, an algorithm computes the 'likeness' of incoming messages compared to existing e-mail activities, and based on this will decide if it is a match and set the regarding object accordingly. If no match can be determined, the e-mail activity will be created with no regarding object set. Since the regarding object can be set on closed e-mail activities, the user can manually set this to its proper value as needed. In the case of multiple matches, the most recent CRM e-mail activity will be selected for matching and its regarding object will be copied to the new activity. This should happen rarely in actual practice.

Consider an example of a CRM user sends multiple e-mails to external contacts with the subject "your order". Each outgoing e-mail activity will have a different regarding object (contact A and contact B). If contact A replies directly, the subject will be "re: your order" and the party list matching will match it to the outgoing activity and set its regarding object appropriately. Contact B forwards the e-mail and drops the CRM user to the cc: line, so the incoming e-mail will be "fw: your order". Since the party list matches at least 2 parties and the subject still matches ("fw: " is ignored), the e-mail router will match this to the correct outgoing e-mail and set the proper regarding object. These work as expected Now suppose the CRM user sends another e-mail to contact A about a different order but has the same "your order" subject content. If the contact replies to the first "your order" e-mail now, the router will use the most recent e-mail activity to process in the incoming e-mail and match its regarding object. If the regarding objects are the same for both outgoing e-mail activities then there is no conflict since the same regarding object will be set on the new incoming message. In those rare instances where the e-mail is matched to the wrong regarding object (e.g. the order instead of the contact), the CRM user can modify the regarding object directly to match the correct thread.

re: What's New in Microsoft Dynamics CRM 4.0 E-mail Integration

3DD — Fri, 01 Feb 2008 21:13:52 GMT

What's the performance hit on the smart matching technology?

re: What's New in Microsoft Dynamics CRM 4.0 E-mail Integration

James — Tue, 05 Feb 2008 00:02:24 GMT

David,

I am actually seeing that incoming status failure on one of our implementations, it looks very similar or exactly like that. Do you have any ideas as to what's causing this?

-James

re: What's New in Microsoft Dynamics CRM 4.0 E-mail Integration

Robin AGSS — Tue, 05 Feb 2008 19:58:17 GMT

sorry but I don't quite know how to configure the email access type settings for incoming and outgoing mail to monitor users's mailboxes per the section headed above which I have copied below

"Monitor individual mailboxes. Previously, all incoming e-mail was monitored through the Forward or “Sink” mailbox. E-mail sent to CRM users and queues was forwarded as an attachment to a specified mailbox which the e-mail router monitored for e-mail processing. In v4, administrators have the ability to monitor individual mailboxes directly, or monitoring incoming e-mail through the Forward Mailbox or the Outlook client. This setting is specified in a dropdown list on the MSCRM user or Queue record form (E-Mail Router), and it is configured using the E-Mail Router Configuration Manager tool."

How do these access types allow an administrator to monitor a mailbox? Any more help would be most welcomed. Thanks

re: What's New in Microsoft Dynamics CRM 4.0 E-mail Integration

David West — Wed, 06 Feb 2008 02:20:30 GMT

James - in the screenshot I included, the incoming status failure is due to the mailbox not being initialized in Exchange. Check to see that your mailbox is initialized properly.

re: What's New in Microsoft Dynamics CRM 4.0 E-mail Integration

David West — Wed, 06 Feb 2008 20:57:55 GMT

Robin - the e-mail router does the actual monitoring and processing of incoming mail, but the administrator needs to set this up correctly. To enable the router to process a user's incoming mail directly (e.g. from the user's inbox), the option for "E-mail Router" must be selected in the user's CRM form. Within the E-mail Router Configuration Manager tool, an incoming profile must exist which includes the necessary access information for the router to be able to access the user's inbox, and this profile must be applied to that user. If the profile has Access Credentials set to "User Specified", then the user must enter their credentials in their personal options dialog within CRM. This would not be necessary if the router's incoming profile specifies "Other Specified" or "Local System Account" access credentials.

I hope this helps. Look for future posts describing the configuration and deployment options in greater detail.

CRM 4.0 E-mail Integration Overview

Microsoft Dynamics CRM Team Blog — Thu, 07 Feb 2008 19:32:43 GMT

A few days ago, David West posted about the new e-mail features in CRM 4.0 . For many of you, this list

Colección de enlaces: Microsoft Dynamics CRM 4.0

El del CRM — Fri, 15 Feb 2008 13:20:22 GMT

Bueno, el mundillo entorno a Microsoft Dynamics CRM 4.0 ya empieza a ponerse frenético y es difícil mantenerse

re: What's New in Microsoft Dynamics CRM 4.0 E-mail Integration

Greg Williams — Sun, 24 Feb 2008 22:23:39 GMT

I'm not clear on how to install the e-mail router on a server that isn't an Exchange server. In the "E-mail Router Configuration Profile" dialog box, what am I entering in the "server" field? Is this the OWA URL for the target Exchange server or something else?

Also, what credentials should I be using? should this be a domain user with full access to all forwarding mailboxes used by this profile?

Email "send" from within CRM not working

Adam Wall — Thu, 20 Mar 2008 16:05:42 GMT

We are running CRM 3.0 and can not send any mail directly from within a CRM shell (contact to SEND). Outlook is fine and tokens a CRM #. Tracking is fine. We are using SBS2003, Exchange 2003, seperate CRM App Server

re: What's New in Microsoft Dynamics CRM 4.0 E-mail Integration

David West — Thu, 27 Mar 2008 20:36:31 GMT

Adam, if you're having a problem sending e-mail from CRM 3.0, you should contact our Product Support team and work with them to solve this issue. Thanks.

re: What's New in Microsoft Dynamics CRM 4.0 E-mail Integration

Kristoffer — Mon, 31 Mar 2008 17:48:54 GMT

Hi.

We are having a problem whit the email router. I configured my incoming method against my gmail/pop3 account for testing purpose. For outgoing method I use one of our internal smtp servers. Everything works great when I start the service and try the mail flow (in/out), but after some hours of email inactivity the router does not process anything. Even if I wait 1-2h nothing is being processed. When I then restart the service all of my messages get processed.

What is happening? Is there something I can do to prevent this? Note that I am using the default timesettings under the advance tab in the config-manager. I am the only user on this environment and I am not sending large attachments or anything.

Regards

Kristoffer

re: What's New in Microsoft Dynamics CRM 4.0 E-mail Integration

MatthewEK — Mon, 28 Apr 2008 10:04:16 GMT

"...the MSCRM v4 e-mail router is fully compatible with Exchange 2007."

What precisely does this mean ? Does this mean that the MSCRM v4 e-mail router totally removes the requirement for the CRM E Mail Router to be connected to a server that is running Exchange 2003 and that is part of an Exchange 2007 organization. That is _NO_ Exchange 2003 server is required. You can have just Exchange Server 2007 installations only in the organization !?!

re: What's New in Microsoft Dynamics CRM 4.0 E-mail Integration

JDamian — Mon, 30 Jun 2008 23:33:37 GMT

This doesn't seem very well thought through, but perhaps I am missing something. We have use tracking tolken selected, but it is very common that emails which originate from outside our organization use the same subject. When the email is sent to CRM by the user, the regarding is resolving automatically based on the last email with this subject. This would seem to be an unintended consequence of the changes to tracking. Anybody running into this? Any way around it?

New Email Router supporting CRM 3 implementation?

Johnmen Zhang — Mon, 14 Jul 2008 02:17:20 GMT

What is the possibility of using the new email router to support the CRM 3 implementation? I wanted to get rid of the Exchange 2003 completely and it is currently only there because of the CRM 3 Email Router. Would that be possible if I install the CRM 4 Email Router on my Exchange 2007 box but supporting the CRM 3 implementation?

Tracking token

Paulina — Mon, 06 Oct 2008 11:17:58 GMT

I have question. Can I turn off tracking email in CRM 4.0 completely? I don't want to assign email to case automatically. What I can do with it?

Local System Account in Incoming profiles

Nicos Papaioannou — Thu, 16 Oct 2008 23:06:21 GMT

We have installed the Email Router on the CRM 4.0 server and not the Exchange Server (which is of course a supported configuration). Based on this, can we still use Local System Account for the definition of incoming profiles? The system allows us to do so but testing a user who has been assigned this incoming profile always gives a failure with an authentication error.

How can Local System Account can log into any user's mailbox and retrieve/check incoming email? Is this possible? How? if this is totally impossible in our scenario, will it be possible if the email router was installed on the exchange server 2007 machine instead of the crm machine?

We have tested User Specific and Other Specified and both of them work fine. However, we can not use any of them since with User Specific will force the users to maintain password changes in their CRM email profile (users in this specific scenario are forced to change passwords every 30 days) and Other Specified will create other serious complexities

Any help will be appreciated

re: What's New in Microsoft Dynamics CRM 4.0 E-mail Integration

Lo Samuelson — Fri, 07 Nov 2008 19:27:34 GMT

We have the user incoming and outgoing set to MS Dynamics CRM for Outlook. We have the user's CRM, Options, Email set to check incoming email and the drop-down is set to track email messages in response to CRM emails. I'm assuming that by having hte check incoming email box checked, we are turning on the Smart Matching. If we uncheck it, we're turning it off. Can you confirm?

Microsoft Dynamics CRM, Email correlation and smart matching

Microsoft Dynamics CRM Team Blog — Tue, 11 Nov 2008 20:35:23 GMT

What is correlation and why is it required. One of the important scenarios in email management within

Microsoft Dynamics CRM, Email correlation and smart matching

Microsoft Dynamics CRM Team Blog — Wed, 12 Nov 2008 01:04:07 GMT

What is correlation and why is it required. One of the important scenarios in email management within

Microsoft Dynamics CRM, Email correlation and smart matching

Microsoft Dynamics CRM Team Blog — Wed, 12 Nov 2008 01:37:34 GMT

What is correlation and why is it required. One of the important scenarios in email management within

re: What's New in Microsoft Dynamics CRM 4.0 E-mail Integration

TMark — Tue, 03 Feb 2009 19:43:36 GMT

Have 2 queues set up in recently upgraded CRM 4.0. Router is installed on CRM server. Connectivity testing with queues and Exchg server is successful. Issue is that one of the queues will only process e-mails into queue one time after a server reboot and then it won't process any more until server is rebooted again. Other queue processes fine. Not sure why queue will only process once as everything looks fine. It did work fine originally after upgrade for a few days but then kicked into this one time only after a server reboot thing. Any thoughts on what to look at?

re: What's New in Microsoft Dynamics CRM 4.0 E-mail Integration

federico.portabales@googlemail.com — Thu, 26 Feb 2009 13:37:22 GMT

Is there someone that knows any performance issue integrating Exchange 2007 with CRM 4.0?

Tracking by Subject

Randy Kath — Tue, 31 Mar 2009 21:21:38 GMT

We are seeing CRM 4.0 track emails simply by the text in the subject line without the CRM tracking token. How can we turn off that type of tracking?

re: What's New in Microsoft Dynamics CRM 4.0 E-mail Integration

Mark — Fri, 05 Jun 2009 18:57:43 GMT

Our sales people send out quotes to people. The all seem to name the email subject the same, something like "Here's your quote" (for example). Some track, some don't. The system seems to be automatically tracking and regarding these emails even if they didnt originally track the outgoing email. So emails are being associated with totally non related CRM records. We also have emails from our website come into an email box in marketing. At some point someone tracked one of these emails. They all have the same subject line. Now all emails from the website are being tracked against that one CRM record, which is wrong. We also have a network scanner that sends the scanned documents to the person scanning them via email. These emails are all called the same thing and now they are all being tracked. We have found some very sensitive documents inadvertently tracked against a totally non related CRM record.

Any comments from Microsoft or ideas on how to fix this? I would implement the token again if this would help.

How do I stop the automatic tracking of these emails that all have the same names?

Thanks.