Use Outlook category to track appointments and emails

Applies to Dynamics 365 for Customer Engagement apps version 9.x
Applies to Dynamics 365 for Customer Engagement apps (online) version 8.2

Server-side synchronization now allows tracking of emails, appointments and tasks in Outlook with a special category Tracked to Dynamics 365. Assigning this category to an email, appointment or a task in Outlook syncs the item to Dynamics 365 for Customer Engagement. Similarly, removing the category from a tracked email, appointment or task untracks it from Dynamics 365 for Customer Engagement.

You can also select multiple items and assign the Tracked to Dynamics 365 Outlook category to them thereby tracking all of them to Dynamics 365 for Customer Engagement. Quickly identify tracked items by observing the presence of this category in your Inbox and other folders.

Configure category-based tracking through an OrgDBOrgSetting

As of Dynamics 365 for Customer Engagement version 9.1.0.4039 or higher, category tracking is on by default.

Tip

To determine your version, sign in to Customer Engagement apps, and in the upper-right side of the screen, select the Settings button User profile Settings button > About.

Use category to track Outlook items

Once the Tracked to Dynamics 365 category is available in Outlook, you can use it to track the following Outlook items.

Email

Track an email by assigning it the Tracked to Dynamics 365 category. The category assignment can be seen immediately in Outlook. At this time, the email is marked for tracking. server-side synchronization will sync the email to Dynamics 365 for Customer Engagement apps within 15 minutes, based on the email synchronization setting.

If an email is tracked and is categorized as Tracked to Dynamics, removing the category will untrack the email. However, the corresponding Dynamics 365 for Customer Engagement apps email activity record is not deleted.

Note

You can set up a rule in Outlook to assign or remove a category. See Manage email messages by using rules.

Appointment

You can track an appointment by assigning it the Tracked to Dynamics 365 category. The appointment will be tracked and synced to Dynamics 365 for Customer Engagement apps based on server-side synchronization rules.

If an appointment is tracked and is categorized as Tracked to Dynamics, removing the category will untrack the appointment. However, the corresponding Dynamics 365 for Customer Engagement apps appointment activity record is not deleted.

Task

Note

Assignment of tasks to people that is captured in Outlook will not be synced to Dynamics 365 for Customer Engagement.

Use category-based tracking with App for Outlook

If you have Dynamics 365 App for Outlook, you can use category-based tracking with App for Outlook.

The following table lists different scenarios of tracking.

Action Result
Assign the Tracked to Dynamics 365 category to an email/appointment Server-side synchronization will sync email/appointment within 15 minutes. Loading App for Outlook on that item will display the tracked status.
Track an email/appointment using App for Outlook Email/Appointment is tracked. The Tracked to Dynamics 365 category is assigned immediately.
Removal of the Tracked to Dynamics 365 category on an email/appointment Server-side synchronization will untrack the item in about 15 minutes. Loading App for Outlook on that email will display the tracked status. The activity record is not deleted from Dynamics 365 for Customer Engagement.
Untrack an email/appointment using App for Outlook Email/Appointment is untracked and Tracked to Dynamics 365 category is removed.

Delegate users

If you allow someone else to manage your email and calendar by providing them delegate access, the delegate can access your categories in Outlook, if the delegate has Editor permissions.

If your mailbox has the Tracked to Dynamics 365 category, the delegate can track your emails and appointments by assigning the Tracked to Dynamics 365 category.

Category-based tracking with Dynamics 365 for Outlook

Category-based tracking is not supported with Dynamics 365 for Outlook. We recommend that you do not enable OrgDBOrgSetting TrackCategorizedItems on a Dynamics 365 for Customer Engagement organization set up to use Dynamics 365 for Outlook.

Disable category-based tracking

You can disable category-based tracking for the Dynamics 365 for Customer Engagement organization by disabling OrgDBOrgSetting TrackCategorizedItems.

Note

If you disable OrgDBOrgSetting TrackCategorizedItems, the Tracked to Dynamics 365 category is soft-deleted, with the category assignment retained in Outlook. If you delete the category from the master list, it will be deleted permanently.

FAQ

Can I track my Outlook contacts by assigning the Tracked to Dynamics 365 category?
No, category-based tracking is not supported for Outlook contacts.

What happens if I rename the Tracked to Dynamics 365 category?
If you rename the category, server-side synchronization will continue to identify the category by its ID and it will be used to track and untrack Outlook items.

What happens if I delete the Tracked to Dynamics 365 category?
If you delete the category, server-side synchronization will recreate it on the Exchange server in about 15 minutes.

When I turn on OrgDBOrgSetting TrackCategorizedItems for the first time, will my previously tracked items be assigned the Tracked to Dynamics 365 apps category?
No, server-side synchronization will not go back in time to assign the category to already tracked items.

If I assign the Tracked to Dynamics 365 category to an Outlook conversation thread, what happens?
If you categorize a conversation thread as Tracked to Dynamics 365, all the emails in that thread are assigned the category and hence will be tracked.

Can I assign Tracked to Dynamics 365 category to recurring appointments?
If you categorize a recurring appointment as Tracked to Dynamics 365, all the individual instances of the appointment are assigned the category and will be tracked.

What happens when a Track of email fails?
By default, failed auto tracked emails will be retried in a new synchronization cycle – approximately every 15 minutes. Retries will be done up to 5 times. If the retries fail after 5 attempts, the email will be assigned the category Tracked to Dynamics 365 (Undeliverable) and no further retries will occur. Auto tracked emails which fail with the following errors will be retried:

  • Promotion of emails fail due to a plugin configured in the customer environment
  • Promotion of emails fail because of timeouts from either Customer Engagement or Microsoft Exchange
  • An email is rejected with InvalidSender or because of some unknown decisions

After 5 retries, if the failure to promote the email was due to a plugin error, try fixing the plugin. Then, assign the Track to Dynamics 365 category to manually track the undelivered emails to get them tracked in Customer Engagement.

How do I remove category-based tracking through OrgDBOrgSetting?
To disable the special Tracked to Dynamics 365 Outlook category, you need to enable the OrgDBOrgSetting in your Dynamics 365 for Customer Engagement apps organization. Dynamics 365 for Customer Engagement apps provides the OrgDBOrgSettings tool that gives administrators the ability to implement specific updates that were previously reserved for registry implementations.

  1. Follow the instructions in this article for steps to extract the tool.
  2. After extracting the tool, disable the OrgDBOrgSetting TrackCategorizedItems.
  3. Disabling the OrgDBOrgSetting will remove the category Tracked to Dynamics 365 on all Exchange mailboxes of the Dynamics 365 for Customer Engagement organization which have server-side synchronization enabled in about 15 minutes.

You can also use this tool to edit the OrgDBOrgSetting TrackCategorizedItems.