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Multiple Business Units & Domains

Microsoft Dynamics CRM Forum

aengel asked a question on 30 May 2017 12:16 PM

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We are in the middle of our Dynamics 365 Online Trial and we have a fairly unique situation for how we'd like to implement Dynamics 365 Sales Online. We have three separate businesses with three separate domains (hosted under one tenant). For example- some of us have three emails addresses (one for each company). Ideally, we can monitor and convert leads across all three companies within one Dynamics instance and when we compose an email it will compose a message from the correct account. Can anyone help me out or point me in the direction of resources to set this up?

I've created the business units already and we can manually change the send from each time within the outlook dynamics app.

Thanks!

-Alex

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Wayne Walton responded on 30 May 2017 1:23 PM
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There is no automatic way to do that.  You'd have to set up custom code that checks each Lead's source business and then set the email from there.  

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aengel responded on 30 May 2017 1:43 PM

Thanks for the quick response, Wayne. That makes sense to me. Can you direct me to any resources about setting up a custom code like this within Dynamics 365 Sales Online?

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Wayne Walton responded on 30 May 2017 2:59 PM
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I don't know of anything specifically like what you're asking, but I would start with the Developer Center.  It will have links to the SDK and some walkthroughs.  msdn.microsoft.com/.../crmdevelopercenter.aspx

I imagine you're going to have to create some custom email fields on the user entity and then some kind of configuration entity where you can match up an email domain to a company domain or something of the sort.

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MёLvìN Fong responded on 30 May 2017 4:20 PM
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Two things you can explore:

1.You need to setup two additional Queues (CRM term - think of that as mailbox) for each user, so that plus the user email itself, three mailboxes are created in the system to track the emails.

>How to track, you can figure out

2.You need to give the permission for the send on behalf. So that user can select the email to be sent from which email address (either send from Queue or User)

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aengel responded on 30 May 2017 5:21 PM

Thanks for the link. One more question Wayne- is it possible within Dynamics to change the send from account (similarly to changing it in outlook?) without writing a code?

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Wayne Walton responded on 31 May 2017 9:51 AM
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Depends on what you mean by "send from account".  CRM doesn't actually send mail itself, so the only "account" it's aware of is your user record.  Or Queue records if you take Melvin's suggestion (which is a decent one).

The Exchange Server Sync then will link your user record to an Exchange mailbox (only one, mind you) and when you send an email through CRM, it really is sending it to Exchange and saying "will you send this for me?"  

Having written all that out, I think the Queue suggestion is likely the only valid way to go.  It's not pretty, and will be a pain to maintain, but there's really no way for CRM to treat a single user as if they're from different domains when it comes to sending mail.

If I recall, MS's official stance on that is that you should stand up a separate instance of CRM for each domain/business and then sync your common  data (like accounts) through the Common Data Service, or a 3rd party tool like Scribe.  Note, this is almost exclusively an issue because of one user managing all those domains at the same time.  CRM can totally handle multiple domains/businesses as long as each user only belongs to one business unit.

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aengel responded on 2 Jun 2017 3:21 PM

Thanks, Wayne/Melvin. You've been a huge help. If you don't mind I have one final question, you mentioned that the system works best when one user belongs to one business unit (and that makes sense). Can teams be used as a way for one user to have read/write access across other business units in both Sales & Financials? Or does that create more chaos within Dynamics? We have a team of employees that work on all three units/businesses and are trying to avoid logging in/out multiple times a day and avoid managing multiple email accounts and the confusion that can result in sending from the incorrect email account to customers.

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Wayne Walton responded on 5 Jun 2017 8:18 AM
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So yes, you could use teams to give access to other business units in CRM, but that won't do anything for their email.  But that can scope out the records for people who only need one or two of the business units.  

Just make sure that you make the Accounts owned by those Teams so they end up in the right BU.

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aengel responded on 6 Jun 2017 10:34 AM

Thanks, Wayne. You've been very helpful.

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dfr responded on 17 Dec 2018 10:19 PM

Alex,

I have a similar situation that you described...2 separate business entities, separate domains so I have 2 email accounts to track with one email client etc.

How did you set up your tracking and Outlook mail..is everything working smoothly?

I would welcome any help/tips.

Many thanks, David

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Wayne Walton responded on 5 Jun 2017 8:18 AM
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Verified Answer

So yes, you could use teams to give access to other business units in CRM, but that won't do anything for their email.  But that can scope out the records for people who only need one or two of the business units.  

Just make sure that you make the Accounts owned by those Teams so they end up in the right BU.

Reply
MёLvìN Fong responded on 30 May 2017 4:20 PM
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Suggested Answer

Two things you can explore:

1.You need to setup two additional Queues (CRM term - think of that as mailbox) for each user, so that plus the user email itself, three mailboxes are created in the system to track the emails.

>How to track, you can figure out

2.You need to give the permission for the send on behalf. So that user can select the email to be sent from which email address (either send from Queue or User)

Reply
Wayne Walton responded on 31 May 2017 9:51 AM
My Badges
Suggested Answer

Depends on what you mean by "send from account".  CRM doesn't actually send mail itself, so the only "account" it's aware of is your user record.  Or Queue records if you take Melvin's suggestion (which is a decent one).

The Exchange Server Sync then will link your user record to an Exchange mailbox (only one, mind you) and when you send an email through CRM, it really is sending it to Exchange and saying "will you send this for me?"  

Having written all that out, I think the Queue suggestion is likely the only valid way to go.  It's not pretty, and will be a pain to maintain, but there's really no way for CRM to treat a single user as if they're from different domains when it comes to sending mail.

If I recall, MS's official stance on that is that you should stand up a separate instance of CRM for each domain/business and then sync your common  data (like accounts) through the Common Data Service, or a 3rd party tool like Scribe.  Note, this is almost exclusively an issue because of one user managing all those domains at the same time.  CRM can totally handle multiple domains/businesses as long as each user only belongs to one business unit.

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