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Hello,
I wanted to toss this question out to the Dynamics CRM community. We currently have a department that's responding to Outlook emails within CRM (queues). They frequently have to forward/send emails to internal departments. Since the department contact information isn't saved anywhere, they have to manually type the email address every time.
I am thinking of creating a specific extension just for company information in order to easily distinguish a customer contact versus an employee contact but I wanted to see if there was a better way to implement this // alternatives?
I've been reading about the Global Address Book but I'm not sure that's available for Dynamics 365 online?
Thanks!
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I see. The issue is we've modified the OOB account solution to be used for our specific use case. Adding in internal dept information wouldn't make sense. I guess that's more of a training issue.
no, I mean using the standard account or contact entities.
Thanks for the response!
When you say, "Create an account," do you mean a separate entity? I'd like to avoid having our internal department account information being mixed in with customer contact information.
you can simply create accounts or contacts dedicated to store these internal departments.
If you want to can create an attribute at account or contact level, something like "is internal department? Yes/No" but it's not necessary in my opinion.
Or you can create an account called "Internal Departments" and store these departments as contacts of this specific account, so you know that if a contact is under "Internal Departments" is an internal department.
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