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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Can a team in CRM have...
Microsoft Dynamics CRM (Archived)

Can a team in CRM have a mailbox / email address?

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Posted on by DaveTQM

Hi

I see that as well as business units there is an entity called a team, which contains a number of users. Can a team (or a business unit) have a group mailbox assigned to it so that members can:

  1. View and send group email within CRM to each other (read in one place, not going to an email client)
  2. Send emails from shared addresses to customers (e.g. if you have support@ email address and a team monitors it)

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  • Suggested answer
    nghieppham Profile Picture
    nghieppham 4,755 on at

    Hi DaveTQM ,

    As default, Team does not contain mailbox. But there is 1 field: Manager of team, you can use this field.

    1. View and send group email within CRM to each other

    -> In this case, you can set up forward email to forward email to all team member.

    -> Read in one place, not going to an email client -> You have to custom 1 entity to store all incoming email and security role, but according to me, no need to do that, we can let user read email as activity.

    2. Send emails from shared addresses to customers -> It can be solved easily by forward email.

    technet.microsoft.com/.../hh699793.aspx

    technet.microsoft.com/.../dn832085.aspx

    Regards,

  • DaveTQM Profile Picture
    DaveTQM on at

    Hi Pham

    Thanks, great information.

    I am confused a bit about forward mailboxes and queue mailboxes.

    Aren't they basically the same thing?

    What's the functional difference between the two?

    See joegilldotcom.blogspot.com/.../crm-queue-with-office-365-shared-mailbox.html

  • Suggested answer
    nghieppham Profile Picture
    nghieppham 4,755 on at

    Hi Dave,

    They are absolutely different. Queue mail box is just enhancement feature from 2013 version. Please check this link quantusdynamics.blogspot.in/.../dynamics-crm-2013-email-to-queue-sink.html

    About the functions, you should read this link for Forward mailbox

    msdn.microsoft.com/.../dd979451(v=crm.6).aspx

    and this link for Queue in MS CRM

    www.microsoft.com/.../set-up-queues-to-manage-activities-and-cases.aspx

    Regards,

  • DaveTQM Profile Picture
    DaveTQM on at

    Hi Pham

    Thanks for the links.

    I apologise, I still cannot understand the difference between the two types of mailbox. I guess I don't understand enough of CRM deep functionality to see where they may differ.

    As far as I can see:

    A queue mailbox is:

    1. A shared mailbox that a team or several users can use for incoming and outgoing mail in CRM.

    2. We need to make the mailbox in exchange, e.g. support@abc.com

    3. We can then add the mailbox using server side syncing to CRM

    4. We assign to a team (or user) in CRM

    5. The team can then read email in CRM using this address, and reply using this address

    A forward mailbox is:

    1 to 5 the same

    What am I missing?

    I see that it mentions forward mailboxes are done using attachments. That could be a difference. How does that work? Is it that an email coming to a team member, say bob@abc.com, is routed with exchange rules to support@abc.com (a shared mailbox in exchange using attachments for the message details) and then this is "read' by CRM using server side syncing and converted into activities in CRM.

    If so, then they may work differently, but have the same result in this case. And it seems at first glance like queue mailboxes are neater. But again, if there is more functionality I don't know about, this could make a difference on which to use.

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