A consultant configuring Dynamics 365 Sales Premium for a client confirms that Sales Insights predictive lead scoring is licensed and turned on, but the interaction timeline on lead records shows almost none of the emails and meetings that sellers exchange with prospects through Outlook every day. Server-side sync is already running correctly for the mailbox. What should the consultant configure to start capturing these interactions on the correct records?
Select an answer to reveal the explanation.
Short Explanation
Think about it this way: the mailbox is already syncing fine, mail is flowing in and out, but that's a completely different job from deciding which lead or contact a given email belongs to on the CRM side. That matching job belongs to a separate toggle that has to be switched on and confirmed before anything shows up on a record's timeline. Blaming the sync connection is a natural first guess, but sync succeeding just means messages moved, it says nothing about them being linked to records. Turning to call transcription tools misses the mark too, those exist for phone conversations, not everyday email and calendar traffic. And boosting someone's viewing permissions won't conjure activities that were never captured in the first place, permissions only control visibility of things that already exist. The fix is enabling the capture mechanism itself and making sure it's correctly tying messages to the right records.
Full Explanation
The correct answer is A. Auto capture is the Sales Insights setting that scans a seller's mailbox for emails and appointments involving tracked contacts and offers to set them Regarding the matching lead, contact, or opportunity; until it is turned on and confirmed, none of that traffic lands on the interaction timeline even though the mailbox itself is syncing normally. Turning it on, and validating that Regarding matching is working, is what starts populating the timeline. Option B is incorrect because the scenario already establishes server-side sync is running correctly, sync only moves mail and appointments between Exchange and Dynamics 365, it does not decide which CRM record an item is tracked against. Option C is incorrect because Conversation Intelligence transcribes and analyzes voice calls placed through supported dialers, it has no role in capturing email or meeting activity. Option D is incorrect because a missing security privilege would hide activities that already exist on the record, in this scenario the activities were never created or set Regarding in the first place, so raising privileges would not surface anything new.