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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Email router and CRM f...
Microsoft Dynamics CRM (Archived)

Email router and CRM for Outlook setup questions

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Posted on by awalters 3,079

I'm reviewing email setup in CRM right now, and trying to plan how we're going to do this integration. As background, we're implementing CRM 2015 on-prem, and our email is O365.

We have basically two scenarios:

  1. Regular, individual user mailboxes. These mailboxes and users would correspond 1-to-1 with users in CRM. They would like to have the ability to sync contacts, tasks, and emails with CRM (both not necessarily every email goes in automatically.) From what I understand, CRM for Outlook is the exact fit for this use case...except for our handful of Mac users, but...not much I can do about that at the current time. They knew what they were getting into when they chose Macs. :-)
  2. Shared mailboxes - and by this I mean mailboxes literally configured as Shared in O365 - where a team of people is given access. For example, our support @<our domain> email address. The team of people that typically respond to support inquiries all have delegate privileges on this shared mailbox. This mailbox does not have any tasks, contacts, etc... of its own, only emails. We'd like these emails to go into CRM automatically. It seems to me from what I've read that this is where the Email Router could come into play.


My questions are:

  • Are my understandings above correct? (That CRM for Outlook is the best fit for the individual users, and Email Router for the support team type of scenario) Note: we can't use Server-side, as we're in a hybrid environment.
  • Can we have both CRM for Outlook and the Router successfully in play at the same time?  I'm concerned because it's created a mailbox for my CRM user automatically, and won't let me delete it.  I've set everything under it to CRM for Outlook, but I keep getting alerts that I should change that to Server-side or Email Router because the mailbox can't send.  (I've tried both Exchange and POP3 server profiles and get the same errors.)
  • Can shared mailboxes be properly setup with the Email Router? If so, what credentials should I be using? So far, the only way I've been able to get this to work is by setting up a POP3/SMTP server profile, then associating this mailbox to it (which seems fair) - however, it will only let me choose the "credentials specified by a user or queue" option for authentication, and then I have to hard code credentials into the mailbox. But I want only the people who have permissions for this box to be able to use it, and to do so using their Windows Authentication. Failing that, I still don't want to hard code any specific user's credentials in, in case those change, and since it's a shared mailbox it doesn't have its own credentials.
  • What role does the Email Router Configuration Manager play?  I did everything through there first, but then I still have to put info in for server profiles, etc...I'm not at all clear on how these two pieces interact.

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  • Hugo Silva Profile Picture
    Hugo Silva 1,374 on at

    Hi Alison,

    Regarding the Shared mailbox: I recommend you to use the team queue.

    About your questions:

    1 – Yes you correct

    2 – Here are the unsupported email service configurations

    Exchange Synchronization

    Capability CRM Online

    CRM for Outlook, Email Router, or Server Synchronization (if using Exchange Online/O365)

    CRM On Premises

    CRM for Outlook, Email Router, or Server Synchronization (if using Exchange on premise)

    Server-side synchronization doesn’t support the following scenarios:

    • Hybrid deployment: Microsoft Dynamics CRM (on-premises) with Exchange Online

    • Mix of Exchange/SMTP and POP3/Exchange

    • Creation of mass email marketing campaigns

    • Extensibility scenarios like extending EWS/POP3/SMTP protocols and creating custom email providers

    • Exchange Server 2003 and Exchange Server 2007

    • Server-side synchronization in CRM Online, or in a Microsoft Dynamics CRM (on premises) deployment that is configured for FIPS 140-2 compliancy, requires a POP3/SMTP email server that is also FIPS 140-2 compliant. Some email servers are not FIPS 140-2 compliant, such as MSN, Outlook.com, or Windows Live Mail.

    3 – I think you need to use the credentials for this shared mail box on the queue, since is pop3/smtp there no other way, unless you have a trust between your AD and Office365 (but i`m not the expert on this area to tell you how)

    Since you are using a team queue only the users that belong to that team will see the emails on the queue.

    4- First you need to setup up the email configurations to “send email on his behalf”. But if you can be more clear related to this issue you getting I will appreciate.

    I hope this helps,

  • awalters Profile Picture
    awalters 3,079 on at

    re #2: The formatting makes this list fairly unclear, so I can't see where it addresses using the email router plus CRM for Outlook.  Did it come from somewhere so I might be able to see the original formatting?  That might help.

    re #3: Shared mailboxes don't have credentials; that's why I'm confused as to what to use.  Right now I'm using the credentials of a user that has access to it, but of course that's not ideal.

    Re #4:  ??  Send email on whose behalf?  Sorry, I'm not clear as to how this relates to question 4.  I'm talking about the program called "Email Router Configuration Manager" that can be run on the server where the Email Router is installed.

    Thank you.

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