Friday, March 18, 2016

Configuring Shared Mailbox Microsoft Dynamics CRM Online and Exchange Online

Many of us have sent emails to support team for any issue related to any product, services etc. Business has their dedicated or shared customer support that respond to the customer queries through emails, phone, fax etc. 

Business asks you to design customer support for their product and services. Business will provide a support email to all there valuable customers. Customers will send queries and concerns on this support email. That will be queued in Microsoft Dynamics CRM and assigned to dedicated members of a team (round robin) for handling requests and respond to customer's email with a solution or escalate the issue further. In the entire process the employee/members can send email through their individual mailbox or by support mailbox.

Mailbox and CRM Queue

Configure Shared Mailbox

Administrators can configure or create shared mailboxes in exchange on-line.

Shared Mailbox - Exchange On-line

Enter name, email address and Members (who monitor and send email from this shared mailbox).

Configure Queue Microsoft Dynamics CRM

Create a queue in Microsoft Dynamics CRM.
Shared Queue Configuration

Shared mailbox and Incoming email id should be same. "Convert Incoming Email to Activities" option will convert the incoming emails to email activity in CRM system.

Configure Queue Mailbox Microsoft Dynamics CRM

Configure queue mailbox for incoming emails

Shared Mailbox Configuration

Both Incoming and Outgoing Email synchronization method should be "Server Side".

Click Save, Approve Email and Test and Enable Mailboxes.

Send Email To Shared Mailbox

Email send to Shared Mailbox

Track Send Email In Shared Queue

Email will be synchronized in Shared Queue. 

Receive email added as Queue item

Open email activity from shared queue, here user has can reply to that email by their email id or they can select Shared Queue email address in "From" look up field.

Reply from User Mailbox

Reply from Shared Mailbox

Incoming emails are converted to activities in CRM system. Activities can be assigned to user(s)/member(s) either manually or through any automated process. 


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  2. Do you know of an easy way to automatically set the from address to be the shared email address instead of the user? Currently we are having issues with that as we want all responses to come from the shared email address without having to click several times on each response to make sure that its form the queue and not the user.

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  5. Hi

    Everything works fine up to "Send Email To Shared Mailbox".

    I'm in the Share queue created however I don't see any email. Where do I see email you've mentioned under heading "Track Send Email In Shared Queue"?


  6. I've figured out, Queue items are now being created but they're Inactive.

    What could be the reason? Any idea?

  7. Hi, thanks for writing this article and sharing your knowledge with us.
    Personally, I use Microsoft Dynamics erp system to manage my company and it used to work very well. Unfortunately, recently it started to crash every few weeks. I tried to contact the dynamics 365 support but haven't heard from them yet. I really hope they can fix this soon.

  8. Hi Abhishek,
    This is an amazing document.
    However I am stuck at a point where the emil to case is not working and am getting an error which I have posted in the community but no answer as yet. please help the link to the post is

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  10. Hi Abhishek,

    Am I right in thinking that this configuration is not supported for CRM on premise and exchange on premise?


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