CRM 4.0 Email Router Questions

[Wiggz]

Two questions for the experts regarding email tracking and how that
works:

1. If I edit a CRM email in my outlook to have a new subject line,
will the tracking token still remain in the background and track the
email in CRM? Let's say someone replies to an email and the reply is
tracked. I then change the subject, send and they reply again.

2. I have a CRM email in my Outlook and forward it to my manager with
additional comments to keep them apprised of some progress, will the
forwarded email be tracked in CRM?

Thanks!

[AdamV]

1) You don't say which version of CRM you are using. CRM 4 no longer
relies on tracking tokens as the sole means of identifying emails. The
unique numbers in the subject line certainly help to streamline the
process of identifying replies or forwarded copies of emails which are
sent *after* being tracked in CRM. The really clever bit is the smart
matching which will also identify follow-up emails to ones that you only
tracked after the email was sent, so no ID is present in the subject
line. This uses a combination of the subject, the sender and recipients
("parties" to the email) and so on. Useful article here:
http://blogs.msdn.com/b/crm/archive/2008/11/11/microsoft-dynamics-crm-email-correlation-and-smart-matching.aspx
which also references an earlier one.

2) If the original email is tracked before or after you send it, or
after you receive it, and you have the right options set to track
emails, then it might identify this correctly, but usually will not as
it requires at least two parties to be the same. If your boss was not on
the original email and you only send it to that one person, it probably
won't pick it up.

Hope this helps
Adam

Post by Wiggz
Two questions for the experts regarding email tracking and how that
1. If I edit a CRM email in my outlook to have a new subject line,
will the tracking token still remain in the background and track the
email in CRM? Let's say someone replies to an email and the reply is
tracked. I then change the subject, send and they reply again.
2. I have a CRM email in my Outlook and forward it to my manager with
additional comments to keep them apprised of some progress, will the
forwarded email be tracked in CRM?
Thanks!