Relinking Emails with Correct Contacts/Accounts in Dynamics CRM 4
It appears that a number of our sales guys have been using a feature in Outlook 2010 that Dynamics CRM 4 doesn't seem to like.
1. User sends an email to customer (who is listed as a Contact 1 within Account A in our CRM)
2. This email is correctly tracked within CRM
3. User is proud of that email's wording and wants to reuse it to another contact in another company...
4. User opens original email within their Sent folder in Outlook 2010 and selects ACTIONS \ RESEND THIS MESSAGE
5. User changes the TO field so that it contains the address for Contact 2 within Account B.
6. User sends the email to Contact 2, but it is tracked in CRM against Contact 1 (or Account A - I can't recall which exactly - sorry).
So we now have many emails within our CRM that are wrongly tracked against the wrong Contacts/Accounts. (We have now told them to use Copy & Paste rather than Resend The Message.)
QUESTION: is there any easy way to automatically scan these emails and relink them to the correct Contacts (based upon the TO email address)?
Thanks for reading this and for your help!
1. User sends an email to customer (who is listed as a Contact 1 within Account A in our CRM)
2. This email is correctly tracked within CRM
3. User is proud of that email's wording and wants to reuse it to another contact in another company...
4. User opens original email within their Sent folder in Outlook 2010 and selects ACTIONS \ RESEND THIS MESSAGE
5. User changes the TO field so that it contains the address for Contact 2 within Account B.
6. User sends the email to Contact 2, but it is tracked in CRM against Contact 1 (or Account A - I can't recall which exactly - sorry).
So we now have many emails within our CRM that are wrongly tracked against the wrong Contacts/Accounts. (We have now told them to use Copy & Paste rather than Resend The Message.)
QUESTION: is there any easy way to automatically scan these emails and relink them to the correct Contacts (based upon the TO email address)?
Thanks for reading this and for your help!
ASKER
Thank for your response. I'll check with the relevant folks and reply soon.
ASKER
The answer to your question is that yes, the e-mails are still tracked, but they are associated to the e-mail address of the original recipient i.e.
I draft and send an e-mail to Mr Jones I open the sent e-mail to Mr Jones, click on actions and resend.
I then change the e-mail address to Mr Smith, modify some of the contents and click on send.
The e-mail to Mr Jones is associated to Mr Smith.
I understand why it's happening and the guys won't do it in future, but I'd like to find a way to relink all the old emails with their correct Contacts, rather than going in to each one and manually relinking them. Any ideas or is this really a labour-intense process we'll need to go through.
I draft and send an e-mail to Mr Jones I open the sent e-mail to Mr Jones, click on actions and resend.
I then change the e-mail address to Mr Smith, modify some of the contents and click on send.
The e-mail to Mr Jones is associated to Mr Smith.
I understand why it's happening and the guys won't do it in future, but I'd like to find a way to relink all the old emails with their correct Contacts, rather than going in to each one and manually relinking them. Any ideas or is this really a labour-intense process we'll need to go through.
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ASKER
OK, thanks for your time.
ASKER
Doesn't address the problem, although it seems that the problem doesn't have an answer. Thanks for their help though.
Know also that CRM uses (by default) an algorithm to track emails automatically, based on the subject of the email. It is possible to disable this default behavior.