Spent several hours trying to find a definitive answer with no luck!
I've installed the email router with a forwarding mailbox.
My question is can you also track sent items from outlook/exchange(07 STD) using a forwarding mailbox?
I tried looking for things about auto forwarding sent items but came up empty handed.
Tried doing it manually by attaching the sent email and forwarding it to the forwarding mailbox, but the router didn't like that one bit.
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I'm not sure I understand what you are trying to do.
If you mean:
- track outgoing e-mails, then as stack0111 says, you just get users to click on the Track in CRM button whilst they are composing the outgoing e-mail
- track e-mails that have already been sent and are sitting in sent items, then the user opens the e-mail (or just highlights it) and clicks on Track in CRM. I believe that you can track up to 20 items at once.
Or did you mean something else?
Absolutely, yes.
For manual tracking (i.e. where the user clicks on Track in CRM) there should be nothing further to do.
For automatic tracking, you need to run the rule deployment wizard (on the same machine where you installed the e-mail router). This creates the appropriate forwarding rule for each user.
Did you configure the e-mail router with incoming and outgoing profiles for your deployment and then test it?
I have not been able to get the rule deployment wizard to deploy rules to the exchange server as I believe it cannot find it as it is on a different domain.
I have setup incoming and outgoing profiles and they are working fine.
I set the rule manually which was where my name is to or cc box forward to the forward mailbox as an attachment.
I have not been able to figure out how to forward all sent items from Outlook to the forwarding mailbox, (and unsure if this is even possible from outlook or if the email router is capable of doing that)
The forwarding mailbox works only for inbound mails, once the email arrives in the users inbox it is forwarded to the designated crm mailbox.
My understanding is that this is not possible for sent items, as there is no rule available to forward an email once it is sent.
I've tried sending copies of the message to the crm inbox but it doesn't resolve them.
It may help to summarize what is possible:
CRM can track incoming and outgoing e-mails that are sent via Outlook either automatically (there are options for what is tracked automatically -see CRM | Options in Outlook) or manually. If manual, then the user needs to click Track in CRM when composing the e-mail or when reading an incoming e-mail. E-mails that are already sitting in Sent Items may be tracked manually only. Automatic tracking only happens for e-mails as they go and in out of Outlook.
There is no difference in functionality between using the CRM Client for Outlook and the E-mail Router. There is a difference operationally if a user decides to track automatically. In this case with the E-mail Router the user's automatically tracked e-mails will appear in CRM even if the user does not open Outlook. Whereas using the CRM Client for Outlook requires Outlook to be running for automatically tracked e-mails to appear in CRM. Also, if a user generates e-mails within the CRM application (e.g. using a campaign etc) then Outlook needs to be running for those e-mails to be sent.
For most companies, using a forward mailbox for incoming mail and the e-mail router for outgoing mail is the best option.
I hope this clarifies things.
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by: stacko111Posted on 2009-08-06 at 02:01:09ID: 25031254
As far as I am aware the only way to automatically track sent items is to have the client set to track All Email Messages. I found this unworkable as CRM was storing all the junk and non-work related emails as well.
I do find it strange that there is no current way in which we can automatically track sent items to a CRM Contact, at the moment it relies on the user clicking the Track in CRM button.
Of course I could be wrong but I did spend quite a bit of time looking into this a while ago.