Is it possible to Track Email from Shared Mailbox through Outlook

Question Status

Verified
Amiy asked a question on 20 May 2016 1:45 AM

Hello, 

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 .

Thanks

Amiy

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Verified Answer
Timothy Wong responded on 20 May 2016 10:27 AM

Hi Amiy,

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

Reference: http://community.dynamics.com/crm/f/117/t/123888

Old Question: http://community.dynamics.com/crm/f/117/t/114133 

Thanks,

Tim

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Amiy responded on 20 May 2016 9:43 PM

Thanks Timixer

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Abhiyan responded on 15 Jan 2017 5:14 PM

Hi Amiy,

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.

Warm Regards,

Abhiyan

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Sam Conroy responded on 25 Jan 2017 11:25 AM

Hi Abhiyan,

Doesn't the mailbox that is being used have to be the default mailbox for it to track correctly?

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Verified Answer
Timothy Wong responded on 20 May 2016 10:27 AM

Hi Amiy,

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

Reference: http://community.dynamics.com/crm/f/117/t/123888

Old Question: http://community.dynamics.com/crm/f/117/t/114133 

Thanks,

Tim

Reply