When a case is created, and emails are sent to the client, the mail syncs correctly between exchange/outlook, and CRM. However when a reply comes back from the client to the service representative, the mails are not automatically tracked as part of the original case that was set even though CRM reference details are present in the email subject line. The track number is correctly injected into the subject of the email and is still present when the client responds.
Our setup is as follow:
CRM : CRM 2016 on dedicated server (all roles)
Exchange : Exchange 2016 on dedicated server (all roles)
SQL : SQL Server 2014 ENT. With DB failover on dedicated server (all roles)
Exchange is configured as Internal Relay, and has outlook anywhere and active sync configured and externally facing. (no other protocols)
CRM mail is configured with Email Profile Authentication using an impersonation account to access and communicate with exchange.
Email accounts are processed using server side synchronisation. And users are using CRM for outlook.
Emails automatically appear in CRM, and can be tracked and set regarding. Appointments and tasks also sync as expected.
The following screen grabs summaries the settings
There are a couple of things that needs to be done here:
Under your Settings > Email, please make sure you add a bit more of digits to the incremental message counter, perhaps to 7.
Tick the box that says "Track emails sent between Dynamics 365 users"
NOTE
For the Emails to create activities in CRM there are a couple of things you need to make sure happens:
- The Customer should reply to a CRM Active Queue
AND
- The tracking subject "CRM:000001" needs to match
Related
I'm having an issue, I have an On-Premise CRM Dynamics environment with Server Side synchronization, the sync works fine.
When creating appointments the System Users receive a meeting invite, but this is not sent to contacts in the system (even though some of them are emails from the same AD).
Is there an error log I can check, or some extra configuration needed in exchange server for it to work?
P.S. I'm attaching the current configuration.
When using server side synchronization, the account used as part of the authentication setup must have elevated permissions to send email on behalf of others or you need to modify the user's settings to allow others to send emails on their behalf, this could be what is causing the issue, also could you open up the emails that were not sent, they should also have an error message describing why the sending the email failed.
I have a requirement where I need to configure my CRM Online with an Exchange Server which is hosted out of my organization's Office 365 to sync Emails for Incoming and Outgoing profiles.
Of the steps, I understand that I need to setup and Email Server Profile of type Exchange that has Server Location pointing to the Exchange Server which I have been using currently. However, I get an error saying that the configuration is invalid and I don't get to save the Incoming and Outgoing server locations. Also, do I need authentication for the same? If yes, of whom should it be? The current Incoming and Outgoing is set to the URL. (Without '/EWS/Exchange.asmx' which is used by default for hosting it on O365.
Any help / links to blogs that effectively explain this would really help.
Thanks !
Supported email service configurations for server-side synchronization
CRM Online only supports Server Side Synchronization with:
Exchange Online in the same tenant in Office365 (mail, tasks, etc.)
Gmail or Yahoo! Mail via POP3/SMTP (mail only)
Anything else is not (yet1) supported.
1 Online to On-Premise SSS is supposed to become supported at some point in the future
There are three ways of handling email processing in CRM:
Server-side synchronization
CRM for Outlook
Email Router
Server-side synchronization does not support hybrid deployments (e.g. CRM Online with Exchange On-premise), as Alex mentions.
I suggest looking into the Email Router. You install it on a machine which is then responsible for synchronizing email messages between CRM and Exchange. For an in-depth explanaion, see Email Router Demystified.
If you also need to synchronize Outlook contacts, tasks and appointments have a look at CRM for Outlook.
We have CRM 2011 on prem (soon to be upgraded to 2015 on prem). We use an integrated security setup i.e. once logged into machine no further login to crm required. We have users who move around and use different machines. Is it possible to configure the crm addin for outlook such that it too follows the roaming users around? I don't fully understand the outlook setup but I assume it uses roaming profiles as for the roaming users, the outlook looks the same no matter what machine they log onto. My question is if it is possible to setup the crm for outlook addin such that it too shows up in outlook no matter what machine they are on?
The first step is to setup the Outlook client on all involved machines. People would then be able to use it everywhere, the only caveat would be the "primary" vs "secondary" clients distinction:
If a user is setup on more than one Outlook client, you'll see a message about "choosing the synchronization client". What that means is, only one client can be the "primary" client, the others will be "secondary".
Being the primary synchronization client only affects Outlook data. All CRM data is synced the same way no matter if the client is the primary or a secondary.
Contacts, Tasks, and Appointments sync slightly differently between primary and secondary clients. When the primary client tracks, updates, or deletes one of these Outlook objects, they will immediately be synced back to CRM. When a secondary client does, the changes will not be synced back to CRM until the primary client performs its next sync.
Emails and the tracking of emails are handled the same for both primary and secondary client.
I've set up a forward mailbox in Dynamics CRM 2013 using the new server profile features and I an alert when performing the test and enable action. The error I am receiving is "The location of the mailbox [name] could not be determined while receiving email.".
The server profile is connected to an Office 365 and appears to be working fine for a user mailbox.
Has anyone else come across this problem?
The problem turned out to be with Office 365's auto discover.
Setting the Email Server Profiles incoming and outgoing address to https://outlook.office365.com/EWS/Exchange.asmx manually solved the problem.
I don't know if this was a local or remote issue.
I'm Creating a workflow that needs to send the users an email on set events. This I don't have a problem with. However can someone please confirm if you need the local windows SMTP service installed or if I can use another method for it to send the emails.
UPDATE
Ok I've just read about the E-mail Router, just need to find out where it is, and how to get to the configuration settings.
UPDATE
Update 2
Right, Iv'e looked into it and the e-mail router configuration is not used on this CRM set-up, it used an Outlook Add-in which I cant find a lot of into on.
However it appears to work flawlessly.
end update 2
Thanks
AFAIK, Microsoft CRM uses Exchange server to send out emails. Haven't you configured this during setup?
You are right that the Email Router is the way to enable outbound emails from Dynamics CRM. If you haven't done so already, I strongly encourage you to download the Dynamics CRM Implementation Guide. You can jump right to the section called "Planning e-mail integration" to read about it.
What you need to do is configure the e-mail router to operate with a POP3/SMTP server. You can use Windows Server's SMTP service for that. You can use almost any service - i have configured it to work with my gmail account, for instance.
Here are three good articles that you can read to learn more about the e-mail router.
What's New in Microsoft Dynamics CRM 4.0 E-Mail Integration
Dynamics CRM 4.0 E-mail Integration Overview
Microsoft Dynamics CRM: How to configure the On-premise and Online E-mail Router in different deployment scenarios
Now when you configure an email from a workflow, CRM will automatically forward it out through the router to your SMTP email account.
It looks like there are at least two options, one which uses the SMTP or exchange. And another which is an outlook plugin. Which syncs the emails with the owners outlook and then sends out the emails.
EDIT
So the two options which both work are:
Email Router - This appears to be the standard and can use various email servers
Outlook add-in - This sends email based on the owner/email settings in the CRM record.
This works with any email CRM wants to send, and even works with workflows.
I've not got to the bottom of why the outlook add-in has been used at this site, however the workflow functions appear to run without problem, and seamlessly to the owner/user.
end edit