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40I have got a following business case:
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?
I very appreciate yr help in advance.
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