Support Help Desk - Email/Case Management - CRM Queue vs. Outlook

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Posted on by crmrsw15

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Hi,

We are bringing our support help desk into CRM for case management. Currently they manage this through Outlook and want to know whether they should continue in this way using the Dynamics Outlook plugin or switching instead so that all emails come into CRM and they manage it from there.

I am sure this is a common decision and understand there are some trade-offs such as:

- Email editor is not great if using CRM

- Tracking is hard on shared mailboxes if using the Outlook plugin.

So just wanted to see if there was a general consensus on which way to go, and any other issues that may help in the decision making.

Many thanks,

Richard

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