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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Dynamics 365 Marketing...
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Suggested answer

Dynamics 365 Marketing Email and Queues

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Posted on by AishaKhan190210 30

Hi Guys,

Can you please help me in answering the following queries as i am new to Dynamics CRM.

Users would login with their own email, .e.g. Jennifer.doyle@XYZ.com.au

Users would be associated with a mailbox, e.g. marketing@xyz.com.au

Emails from the marketing mailbox would be synced to the CRM but would all go in as closed tasks

Is there any way to identify new emails?

Emails cant be automatically associated with a user, so we would need someone to triage the email queue

From there can emails be assigned to someone?

Users can be associated to multiple mailboxes so can send emails from one of many options, e.g. select from marketing or digital

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  • Suggested answer
    Community Member Profile Picture
    Community Member on at
    RE: Dynamics 365 Marketing Email and Queues

    Hi AishaKhan190210,

    I'm not sure your user can get notified by the OOB way. However, you could create a Workflow to notify your user if they couldn't be automatically notified.

    1. Add 'Send Message' step.

    pastedimage1656912289448v1.png

    2. Send to your user.

    Snipaste_5F00_2022_2D00_07_2D00_04_5F00_13_2D00_43_2D00_12.png

    "Can we used Gmail as a shared mailbox because my client have setup their domain on xyz@gmail.com so can we still utilize all the features of queue with gmail?"

    Yes, of course.

  • AishaKhan190210 Profile Picture
    AishaKhan190210 30 on at
    RE: Dynamics 365 Marketing Email and Queues

    Yes i am just confirming that will the user be able to get notified about the new emails from the queue?

    and also can we used Gmail as a shared mailbox because my client have setup their domain on xyz@gmail.com so can we still utilize all the features of queue with gmail?

    Thanks in advance:)

  • Community Member Profile Picture
    Community Member on at
    RE: Dynamics 365 Marketing Email and Queues

    Hi AishaKhan190210,

    Could you answer my question thus I can help you further on this case?

    What you said about identifying new emails means that after you set up queues, new emails are sent in and synced to CRM, and then CRM will recognize this new email, right?

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