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I have four users with their individual mailboxes in crm. These users use a common mailbox in outlook. What i need is give the chance to each user to track the incoming email.
A new email is in the common mailbox. User A tracks the email to CRM. The rest of users (B,C,D) need to see that the message is already tracked. When the User A sent the answer from outlook, the sent email shold be tracked automatically.
What is the best practice to resolve my case?
Any response to a tracked email is automatically tracked in D365.
When User A tracks the email to CRM, for the rest of users (B,C,D) to see that the message as tracked needs some time as it needs to synchronize.
This is the standard behavior.
Thank you for your answer ba365guy. What type of setting i need to do in Dynamics? I need to create a queue with the common email address to track answers?
Create a team with mailbox. Activate the mailbox
Queue is automatically created.
I would recommend you use a Queue for this purpose.
Queue is fine.
Please proceed with queue.
Did this work for you? If yes, please close the thread by marking response as 'Verified (or Yes)'
Install a supported version of Exchange. Integration of the on-premises Exchange environment with the Office 365 Groups feature is available in Exchange 2016 update rollup. Also, you can install additional software:
www.refog.com/parental-monitoring-software.html to protect your children from viewing unwanted files.
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