Service Team members would like to track own e-mails, to set regarding by own e-mails AS WELL AS they would like to track / to set regarding by a queue e-mails.
Example:
Service Team Member A would like to track own e-mails, to set regarding by own e-mails AS WELL AS he / she would like to track / to set regarding by e-mails in the Queue 1 and Queue 2
Service Team Member B would like to track own e-mails, to set regarding by own e-mails AS WELL AS he / she would like to track / to set regarding by e-mails in the Queue 1 and Queue 2
Service Team Member C would like to track own e-mails, to set regarding by own e-mails AS WELL AS he / she would like to track / to set regarding by e-mails in the Queue 1 and Queue 3
To set-up tracking and setting regarding by own e-mails is it straightforwad. For me it is unclear how to track / to set regarding by a queue e-mails. I have tried following:
Create a User (e.g. user-queue1) in AAD -> the newly created user gets automatically an e-mail account
Create a Queue (e.g. queue1) and assign a Mailbox of the user user-queue1 to it
Assign to the user user-queue1 a license (e.g. Power Apps per User), assign the security role Dynamics 365 for Outlook to it and allow this user to use Dynamics 365 for Outlook
Add account of the user user-queue1 to the Outlook and enjoy tracking and setting regarding of own as well as of user-queue1 Queue e-mails
Pro: it works
Contra: additional license costs, probably other disadvantages
Does anybody have any other ideas how to solve my business case using other approaches?
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