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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / How do I set up a CRM ...
Microsoft Dynamics CRM (Archived)

How do I set up a CRM Mailbox

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Posted on by gordonj 255

My admin has created an Exchange Mailbox for me.

Now I wont to add the mailbox into CRM and configure a Queue.

I cannot see the mailbox appear in CRM.  Do I have to add it?

Normally we are adding a user and of course that is failry easy to bring in and configure the mailbox.  I thought the mailbox would just show in the list automatically.  Is that not the case?

The Email Router will be used to sync the emails.  This is CRM 2016.

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  • gordonj Profile Picture
    gordonj 255 on at

    Okay so I am setting up two mailboxes.  For one of them there was already a Queue with no email address in the mailbox.  I added the email address, saved and activated.

    For the second I created a Queue from scratch which created the Mailbox with the email address inside as expected.  Activated the mailbox.

    I have published the Email Router but none of my emails seem to be getting through.  

    Not sure if I am missing a step.

  • Suggested answer
    Adrian Begovich Profile Picture
    Adrian Begovich 1,027 Moderator on at

    Hi Gordon Johnston,

    I strongly recommend that you migrate all email routing functionality to use the server-side synchronization feature, instead of the email router. With that mentioned, all of the information you need to configure and test mailboxes is available in this article.

  • Verified answer
    gordonj Profile Picture
    gordonj 255 on at

    Okay, got it working this morning.

    Discovered that the company has a Forward Mailbox and have a number of Rules set up in each web outlook (support, training and so on).  Our systems team could not find anything in Exchange which had caused some confusion.

    I will go through your article and agree that the Server Side Sync would be a better solution.  I believe we are going online with our CRMs next year so that will likely be the time for change.

    The mail is coming in and creating cases but the CRM configuration was working through luck rather then skill.

    The Router has a Forward Mailbox profile for incoming email.

    Thanks for your help.

    For others worrying about this.  It is simply a matter of creating a Queue with a matching email address which will generate a CRM mailbox record when saved.  As long as you don't confuse the system by having multiple mailboxes with the same email address then once the Router or SSS is set up, you should be good.

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