In part 1, I showed how to configure the MS Dynamics CRM 2011 E-mail Router and in this brief post I will show how to configure users to use the e-mail router and the various tracking options.
Open up a user record from Settings | System | Administration | Users.
On E-mail Access Configuration set both Incoming and Outgoing to: E-mail Router as shown below.
Each user can select different tracking options, to do this, users need to go to: File | Options | E-mail
The default option is to track E-mail messages in response to CRM e-mail. This option relies on e-mail correlation, so it is worth having a look at the e-mail correlation settings to ensure that they are sensible.
You can check the e-mail correlation settings from: Settings | System | Administration | System Settings | E-mail.
A tracking token can be used to improve matching accuracy. Adjust the number of digits to match number of users and e-mail frequency. e.g. set Number of digits for user numbers to 3 if fewer than 999 users will be using the system.
In part 3 I will discuss the use of a forward mailbox, which is the recommended option for large deployments.
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