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I am using CRM online 2016 , need to know that is it possible to track emails directly from a shared mailbox from Outlook . Up till now, the only way to do this was to move or copy the emails from the Shared Mailbox to a Personal Mailbox and track the emails from there in Outlook .
There have been previous posts regarding shared mailbox from Outlook to track, however none are specific in Outlook that you can track from a shared mailbox. Microsoft saw this as a security so not multiple people can access a mailbox to track in CRM without licenses per user. Otherwise, there are multiple proposed variations below.
1) Generate a Queue in CRM to the shared mailbox and ensure that is email router and store all the emails into CRM.
Adv - CRM stores all emails incoming
Disadv - you can not select which ones are being stored in the CRM, unless you delete
2) You could do forward mailbox by sending the mail into each member's inbox
Adv - You skip a step of dragging the single email
Disadv - makes your personal inbox have more emails
3) Continue with the extra step of dragging the single email to your primary inbox, due to the outlook app only recognizes the CRM user at the default e-mail address.
Adv - you know exactly what you want into CRM
Disadv - extra step of dragging email
Old Question: http://community.dynamics.com/crm/f/117/t/114133
You can add the shared mailbox as a separate mailbox and outlook and track it straight away.
Go to outlook, add another account
Your name : Shared Mailbox
Email Address: SharedMailbox@Domain.com
Password : "Leave it blank"
and Click on Next.
You'll see a pop up window with options to enter username and password. Enter your username and password here.
username : Username@domain.com
Password : your login password.
Restart the outlook and done.
Doesn't the mailbox that is being used have to be the default mailbox for it to track correctly?