Hi,
Can someone confirm whether or not this behaviour is normal for server side synchronisation..
1. Tracked email sent by user (from either IE or tracked in Outlook for D365 prior to sending - tried both) - email tracked in CRM OK
2. Customer reply comes back - email tracked in CRM OK
3. User then responds to this reply directly from Outlook - email NOT tracked in CRM
4. Customer responds to reply in no. 3. - email tracked in CRM OK
It seems that when responding to a reply directly from outlook, SSS does not pick it up i.e. the whole thread is not tracked unless the user manually tracks EVERY outbound email in Outlook be it a new email or in response to an already tracked email.
I'm just interested to see whether this is working 'as intended' or whether we have a set up issue....