Tracking E-Mail in Salesforce - dummies

By Tom Wong, Liz Kao, Matt Kaufman

By sending and storing important business-related e-mails in Salesforce, you and your teams can get a more complete picture of what’s happening with your accounts, contacts, and so on. Here are some basic ways to view your e-mail records and a special feature in Salesforce that allows you to track HTML e-mails.

Viewing e-mails in Activity History

When you send an e-mail from Salesforce, a copy of your message is logged as a task record on the Activity History related list of related records. For example, if you send an e-mail from an opportunity record in Salesforce, you can view that e-mail from the related Opportunity, Contact, and Account detail pages. See this figure for an example.

On an Activity History related list, you can also click the View All button if you want to see the completed activities (including e-mail) on a single page.

Viewing e-mail records on an Activity History related list.
Viewing e-mail records on an Activity History related list.

Tracking HTML e-mails

If you often wonder whether customers pay attention to e-mails that you send them, you can use the HTML Email Status related list for confirmation that the e-mail was opened. Sales reps can use this feature to see whether contacts and leads are opening and viewing important e-mails on quotes, proposals, and so on.

When you send an HTML e-mail from Salesforce, the e-mail is embedded with an invisible pixel that can be used for tracking.

You can view that e-mail not only from the Activity History related list but also from the HTML Email Status related list of a lead or contact record.

The HTML Email Status related list (see this figure) shows data on a number of key elements, including the dates the e-mail was sent, first opened, and last opened, as well as the total number of times it was opened.

Although this information isn’t a sure-fire way to determine whether your customer wants to buy, some reps use this feature to measure interest on a single e-mail or even mass e-mails.

Viewing e-mail records on an HTML Email Status related list.
Viewing e-mail records on an HTML Email Status related list.