Microsoft Dynamics 365 Customer Experience Analyst : Configure folder-level tracking
Folder-level tracking in Dynamics 365 and Dataverse is a feature that allows users to automatically track emails from specific folders in their mailbox without manually clicking "Track" for each message. Once the feature is configured, users can create dedicated folders in Outlook (such as "Track to CRM" or "Track to Leads") and then map those folders to records in Dynamics 365. When an email is moved into one of these folders, it is automatically tracked and linked to the mapped record, such as an account, contact, opportunity, or case. This reduces manual effort, ensures consistent data capture, and helps users stay organized by letting them manage tracking through familiar folder structures in Outlook. It’s especially useful for busy teams who handle a high volume of emails and want a simple, rule-based way to keep communications tied to the right customer records.
- Sales teams managing lots of customer emails
- Service teams handling case-related communication
- Busy users who prefer rules-based automation instead of manual tracking
- Folder-level tracking depends on server-side sync being enabled in Dynamics 365.
- This allows Dynamics 365 to communicate directly with Exchange and monitor mailbox folders.
- Track to Accounts
- Track to Opportunities
- Track to Leads
- Which Outlook folder is being used
- Which Dynamics 365 record it should link to (e.g., a contact, account, or case)
- When an email is moved into a mapped folder, Dynamics 365 automatically tracks it.
- The email is stored in Dataverse as an email activity and linked to the specified record.
- Ease of Use → Drag-and-drop tracking instead of clicking "Track".
- Consistency → Emails don’t get missed because they are auto-linked.
- Flexibility → Each folder can be mapped to a different type of record (one folder for a contact, another for a lead, etc.).
- User Empowerment → Users manage tracking using familiar Outlook folders without needing deep CRM knowledge.
- Users must configure their own folder mapping rules.
- Works only if server-side sync is enabled.
- Folder mappings are per user (not shared across the organization).
- It doesn’t auto-create records (e.g., if a lead doesn’t exist, the user still needs to create it first).
- Maximum number of folder-mapping rules per user is limited (usually around 25).
- Track – ACME Corp → mapped to the ACME Corp account in Dynamics 365.
- Track – Leads → mapped to the “Leads” entity in Dynamics 365.
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