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So you just got CRM 4.0 and upon setting up the users you see several options for Email and are a bit confused, no problem. Microsoft offers several email deployment options to suit most any company’s needs. These include an Email Router, Forward Mailboxes, and the trusty Outlook client. I wanted to take a few moments to explain some of the pros and cons of each to get people up to speed and facilitate the selection process.
CRM AND EMAIL AT A GLANCE
The Microsoft Dynamics CRM E-mail Router
The Microsoft Dynamics CRM E-mail Router is a software component that provides an interface between the Microsoft Dynamics CRM system and Microsoft Exchange Server 2003, Microsoft Exchange Server 2007, SMTP, or a POP3-compliant e-mail server. When E-mail Router is installed, it transfers e-mail messages to the Microsoft Dynamics CRM system, and it sends outgoing e-mail messages. Below are the pros and cons:
The Forward Mailbox
While there may be 3 different deployment options, be aware that Forward Mailboxes are still part of the Email Router utilizing much of the same components, but from a different ideology. The biggest difference here is that all email is brought in to a single mailbox and then “forwarded” to the other mailboxes. This, of course, is configurable as to what the mailboxes will be and who they go to, but in general there is less overhead since the email router only has to work off a single mailbox instead of one per user, for example. While hard to say what number of users makes this the most useful, this is generally for a larger user base than the Email Router option. See below for pros and cons:
The Microsoft Dynamics CRM Outlook client
The Outlook client is just like it sounds; all emails are sent from the Outlook client utilizing the plugin. The biggest advantage here would be the ease of setup as there is none (from administrator standpoint) as well as the ability to see sent emails in the Sent folder of Outlook. On the other side, Outlook must be running in order for these emails to actually send. Below are some additional pros and cons:
Article written by Stephen Schilling, Technical Consultant – ERT Group
If you’re looking for specific CRM software information, check out the resources on the ERT Group website. You can also contact ERT Group for assistance in determining if a technology solution can help your organization better serve your business needs.
ERT Group is a Florida Microsoft Gold Certified Partner– offering Microsoft Dynamics ERP and Microsoft CRM.
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