Setting up your companies support queue as a shared mailbox (e.g. support @zapobjects .com) in Microsoft Dynamics 365 for Customer Service CRM when doing email-to-case

In this blog, we will go through the steps needed for setting up a generic support queue (e.g. support@zapobjects.com) in Microsoft Dynamics 365 for Customer Service (Online) which can be used for receiving support related emails from customers. The mailbox of this support queue will be a shared mailbox which is created in Microsoft Office 365.

Why use Shared Mailboxes?
1. Shared mailbox do not consume any license.
2. Shared mailbox does not have any credentials. Users added as members of shared mailbox can access this along with their own mailbox.

Below are the steps needed to set this up:

Step 1: Create a shared mailbox in office 365 (e.g. support@zapobjects.com) and add your support team as members of this shared mailbox.

In the Office 365 admin portal select the “Add a mailbox” option under shared mailboxes:

Step 2: In Dynamics 365, create a Queue with email address (e.g. support@zapobjects.com). Browse to Settings >> Business Management >> Queues and click "New":

Step 3: Configure server side synchronization settings in Dynamics 365 for this queue.

Click “Approve Email” and then click “Test and Enable the mailbox”. Check the “Alerts” section for the status of server side synchronization (Success / Failure).

Emails sent to the support address (support@zapobjects.com) will now be available as Queue items in Dynamics 365!

Once this support queue has been set-up, next step would be to configure Email-to-Case.

Dynamics 365 CRM out-of-box email-to-case is very basic in terms of functionality and far too complicated to set-up. On the other hand, Zap Helpdesk – Email to Case App for Microsoft Dynamics 365 provides a very advanced level of email-to-case functionality. The App has been built with many years of experience and will help in making your support process very efficient!
For more details regarding the app, refer features page here: https://zapobjects.com/apps/zap-helpdesk/

New update from Zap Objects (Oct, 2018):

Zap Objects has now introduced "All-in-One" annual subscription plan.

This plan covers licenses for all Dynamics 365 CRM Apps provided by Zap Objects. For more details regarding plan benefits and coverage, refer: https://zapobjects.com/product/zap-all-in-one-annual-subscription/

Feel free to email sales@zapobjects.com for any questions.