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Track Outlook email as activities in CRM for Outlook

When CRM for Outlook is installed, email messages, as well as contacts, appointments, and tasks, include a Microsoft Dynamics CRM pane that displays information about the sender and recipients. An icon is displayed that shows the record type of the sender and recipients in Microsoft Dynamics CRM. The pane also includes links to the parent, regarding, and related Microsoft Dynamics CRM records. Click or tap the links to open the records in Microsoft Dynamics CRM. More information: Overview of tracking records in CRM for Outlook

You can save Outlook email messages as new Microsoft Dynamics CRM email activities. You can also set the Regarding field for any email activity.

Your administrator can block messages from being saved if they contain attachments of specific file types, such as .exe files. Any messages that are stored in locations other than the default Microsoft Exchange location cannot be linked. After you save your email message as a Microsoft Dynamics CRM email activity, the saved message can be accessed by anyone who has access to your activities in Microsoft Dynamics CRM.

  1. In your Inbox, click or tap to select the email message that you want to track in Microsoft Dynamics CRM.

  2. In the CRM group, click or tap Track.

    In the Microsoft Outlook folder, the symbol beside the records changes to the Tracked in CRM icon .


    You can set whether replies to tracked messages are also tracked. More information: Set personal options

    Email messages appear as activities in the Activities area of Microsoft Dynamics CRM.

  3. To modify the Microsoft Dynamics CRM email activity form, open the email message in Outlook, and then, in the CRM group, click or tap View in CRM.

    The Microsoft Dynamics CRM record form opens.

    You cannot edit an email message after it has been sent, except to include the record to which the email message relates.

  4. To link the email message to a Microsoft Dynamics CRM record, such as an account or contact, open the email message in Outlook, and then, in the CRM group, click or tap Set Regarding.


    Click or tap Regarding, Set Regarding, or Set Parent first, and Track in CRM is automatically activated.


    In Outlook, you can remove the link and delete the corresponding record in Microsoft Dynamics CRM. Open the Outlook item. In the CRM group, click or tap Untrack, and then in the confirmation message box, click or tap Yes.

Microsoft Dynamics CRM for Microsoft Office Outlook privacy information

To use CRM for Outlook, you must sign in with your credentials (an email address and password). You may choose to save this information locally so that you aren't asked for your credentials each time you open Outlook. If you choose to save this information, CRM for Outlook will automatically connect to Microsoft Dynamics CRM every time you open Outlook.

After the first time you sign in and use CRM for Outlook, the connection between your computer and CRM will always be open when you have access to the Internet. You may choose to turn off the connection between your computer and CRM by setting an option. If you turn off the connection, CRM for Outlook may exhibit decreased performance.

If you use CRM for Outlook to track email, the email thread will be visible to users in your organization who have permission to view it.

For every email you receive, CRM for Outlook will send CRM the sender's email address, the recipient's email address, and the subject line of the message. This enables CRM to validate whether any particular mail should be stored by the CRM service. When you track an item, a copy of that item will be maintained by the CRM service and will be visible to other users in your organization who have the right permissions. When you untrack an item, that copy is automatically deleted from the CRM service only if you own the item.

Applies To

CRM Online

CRM 2015 on-prem

CRM 2013 on-prem

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