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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Folder Level Tracking ...
Service | Customer Service, Contact Center, Fie...
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Folder Level Tracking For Shared Mailbox

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Posted on by Sivasannkar Ramadoss 4

Hi, We have a request to track specific folder of a shared mailbox emails to CRM/D365. As per MS doc folder lever level tracking for queues is not supported and we are already syncing all emails of inbox using server side sync.

Is there any workaround or suggestion to track/sync only specific folder with CRM? Thanks in advance. 

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    Community Member Profile Picture
    Community Member on at

    Hi Siva,

    You can forward emails of shared mailbox to crm user account, then use folder rule to track these emails.

    Go https://admin.microsoft.com/ to edit shared mailbox to enable foward emails to user.

    pastedimage1609234404237v1.png

    pastedimage1609234502066v2.png

    Then create a new folder under the inbox and set rule to store emails of shared mailbox in outlook.

    pastedimage1609234937939v3.png

    Finally, set folder-level tracking for the folder that just created.

    pastedimage1609235032886v4.png

    You can refer following link to know more detailed steps about it:

    https://stoneridgesoftware.com/internal-emails-sent-to-a-queue-in-dynamics-crm-are-not-tracked-by-server-side-sync/

    Regards,

    Leah Ju

    Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

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