Dynamics Community Forum Thread Details

Managing a shared mailbox

Hi,

we are using Dynamics 365 and we do have a shared mailbox in Office 365. We are using the Outlook Add-In with Outlook 2016 and have added the shared mailboxes to all users that work on the shared mailbox. What are the best practices to jointly work on incoming e-mails in Outlook 2016? Currently we are facing the following issues:

The Outlook Add-In consumes much resources so that many users reject to use it, since that kills productivity in Outlook
Tracking the E-Mail is time consuming
Viewing the conversation history takes a long time to open is tedious to use
It's hard to tell who is working on which e-mail in Outlook (we using Outlook categories as workaround)
Dynamics mobile app is to slow and tedious to use. No integration to mobile Outlook App

Do you know add-on that helps. Other CRM solutions that import the data from Dynamics 365?

Any help appreciated.

John

Hi John,

Did you ever find a resolution to this issue? I am having similar issues with regards to the productivity of Outlook for case management. A bigger issue I am facing is that when a user tracks an email in the inbox it has a ripple effect on previously tracked emails.

The owner of the previously tracked emails is changed and hence the modified on date is also changed. This means that the social pane becomes difficult to identify the most recent email against a case as the order is governed by the modified on date.

The setup we have is that the shared mailbox is the users default mailbox and then their personal accounts are additional accounts. To use the outlook client the users use their personal logins to configure the outlook client to the company CRM url.

Any ideas?

Kind regards

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