Applies to Product - Microsoft Dataverse
What’s happening?
Customers are unable to configure delegate access for a mailbox within the Dynamics 365 App for Outlook, specifically when trying to track emails from a central mailbox against a case.
Reason:
The Dynamics 365 App for Outlook is not supported on Microsoft 365 shared mailbox, even if they are fully licensed and have the appropriate access permissions. The app is primarily designed to work with personal mailboxes and does not support tracking emails from shared mailboxes.
Resolution:
- Ensure that you meet all the required prerequisites documented here: Enable delegate access - Prerequisites
- Enable delegate access following these steps here: Set up delegate access for Dynamics 365 App for Outlook (Dynamics 365 apps) | Microsoft Learn