Many are the curious, few are cautious.
I've seen the curious user who has created a folder within the CRM folder in Outlook. When asked "why?" the normal response boils down to "I wanted to see if I could."
Problem is this mere mortal cannot like all other areas of his/her Outlook actually DELETE that folder.
Creating is easy, simply right click something like My Work folder under the Workplace and hit 'new folder' and give it a name.
Ah, then click that folder to enjoy the goodness of 'Outlook cannot display this view.'. The sound you hear is my sympathy played out in a resounding 'HA!'
Next in your anguish try to right click and choose 'Delete Folder' and click the yes you are sure. CURSES, 'Cannot delete this folder. Right-click the folder, and then click Properties to check your permissions for the folder. See the folder owner or your administrator to hamge your permissions. The folder you are trying to change do not support this operation. Could not complete the operation because the service provider does not support it.' The upshot of all that is no-can-do. Go ahead and try to look at the permissions, I'll wait...
Ok, now we'll dive into the registry and banish this folder straight away.
If you don't know what the registry is or how to find it, you should stop now BEFORE the warning of the irreparable damage you can do if you monkey with the registry... I am serious the folder is way less harm than possibly fouling up a perfectedly useful machine.
Properly scared, let's head into the HKCU because it's your folder so current user is the best starting place. Then Software and then Microsoft because CRM and Outlook are both Microsoft products... Now you should scroll down and find MSCRMMsgStore, click inside to find the RootFolder.
Now your hunting skills should help. You should see just GUIDs now. I had three 'folders' but only one had sub-folders. Dig into the one with subs. Each sub-folder when clicked shows a value in the Data column in the right pane. Under 3001001F (your mileage may vary) we see things like 'Service,' 'Sales,' and 'Workplace.' Well I know my folder is under workplace so I open that one. Similarly more sub-folders with more 3001001F values, where I look for 'My Work' folder. Finally in the sub-folders I see my bad folder and with a right click of that key only, I can banish it to deletedville. It will require an Outlook restart, but away it will go.
Cheers!
- Posted from my iPhone
Thursday, January 28, 2010
CRM 4.0 Email Tracking Options for the User
In addition to the myriad of options available for HOW an email will make its way into CRM from a user mailbox, there are options available for the user to determine WHICH emails will be tracked into CRM automatically. These options seem intuitive, but recent testing has flushed out an interesting result.
The Email options are found in the Email tab in the Options screen for CRM Client for Outlook, as well as the Tools | Options in the web client. They are as follows:
Now, these aren't rocket science.
As you can imagine "All e-mail messages" is likely to be a poor choice for most users as every incoming e-mail received will be tracked into CRM and could be searched. Most users engage in some non-business from their work e-mail, so invitations to happy hour, possible job invitations, and other undesirable e-mails will find their way into CRM.
The default OOTB selection is the "E-mail messages in response to CRM e-mail" which is a holdover from the CRM 3.0 days when tracked e-mail messages had a token and non-tracked messages did not. If a message is tracked (with or without a token) into CRM, and responses where the subject is unaltered and the email addresses are known from the initial e-mail, will be tracked into CRM with the original message.
The last option, "E-mail messages from CRM Leads, Contacts and Accounts" is a nice addition, but may not work EXACTLY as intended. As the name suggests, emails started by an e-mail address known to CRM to a user of CRM will be tracked into CRM. As with the first option, this may increase the number of tracked e-mails and may result in some unintended tracking. For instance, Joe works for Microsoft and has a client called McDonalds for whom he frequently works. If his long time contact at McDonalds decides to attempt to lure Joe away from Microsoft with an e-mail, in this scenario, that e-mail would be automatically tracked.
Recently during some testing, we wanted to answer the question of if any method was mutually exclusive or inclusive of other rules. Obviously, All means All so it is inclusive of the other 2 rules. Beyond this, the results were a bit unexpected. If Joe has his settings for "E-mail messages from CRM Leads, Contacts and Accounts" and sends a tracked e-mail message to a non-crm e-mail address, the replies he receives are NOT tracked into CRM automatically. So the third rule excludes possible second rule candidates. Obviously, if Joe tracks an e-mail to a user that IS represented in CRM, the replies would be tracked. So Rule 2 "E-mail messages in response to CRM e-mail" is neither exclusive nor inclusive to rule 3.
This only represents a challenge that should be overcome with user training, but one worth noting when discussing these e-mail options.
The Email options are found in the Email tab in the Options screen for CRM Client for Outlook, as well as the Tools | Options in the web client. They are as follows:
- All e-mail messages
- E-mail messages in response to CRM e-mail (default)
- E-mail messages from CRM Leads, Contacts and Accounts
Now, these aren't rocket science.
As you can imagine "All e-mail messages" is likely to be a poor choice for most users as every incoming e-mail received will be tracked into CRM and could be searched. Most users engage in some non-business from their work e-mail, so invitations to happy hour, possible job invitations, and other undesirable e-mails will find their way into CRM.
The default OOTB selection is the "E-mail messages in response to CRM e-mail" which is a holdover from the CRM 3.0 days when tracked e-mail messages had a token and non-tracked messages did not. If a message is tracked (with or without a token) into CRM, and responses where the subject is unaltered and the email addresses are known from the initial e-mail, will be tracked into CRM with the original message.
The last option, "E-mail messages from CRM Leads, Contacts and Accounts" is a nice addition, but may not work EXACTLY as intended. As the name suggests, emails started by an e-mail address known to CRM to a user of CRM will be tracked into CRM. As with the first option, this may increase the number of tracked e-mails and may result in some unintended tracking. For instance, Joe works for Microsoft and has a client called McDonalds for whom he frequently works. If his long time contact at McDonalds decides to attempt to lure Joe away from Microsoft with an e-mail, in this scenario, that e-mail would be automatically tracked.
Recently during some testing, we wanted to answer the question of if any method was mutually exclusive or inclusive of other rules. Obviously, All means All so it is inclusive of the other 2 rules. Beyond this, the results were a bit unexpected. If Joe has his settings for "E-mail messages from CRM Leads, Contacts and Accounts" and sends a tracked e-mail message to a non-crm e-mail address, the replies he receives are NOT tracked into CRM automatically. So the third rule excludes possible second rule candidates. Obviously, if Joe tracks an e-mail to a user that IS represented in CRM, the replies would be tracked. So Rule 2 "E-mail messages in response to CRM e-mail" is neither exclusive nor inclusive to rule 3.
This only represents a challenge that should be overcome with user training, but one worth noting when discussing these e-mail options.
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