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I have to impelment a Customer Service Module for a client.4
They want to make seperate queues on the basis of Accounts but the email address is same.
Is it possible
Hi Aisha1985,
This is not recommended!
You can create the queue but you won't be able to enable two mailboxes with the same email address.
As soon as you enable the second email address/mailbox the other mailbox will stop working and you will get an error in the mailbox alerts section:
Exchange email address in {mailbox 1} is currently in use for mailbox {mailbox 2}. Change email address in {mailbox 2} or the email address in the mailbox {mailbox 1} as only one mailbox can be configured for each email address.
Aisha1985,
Create one queue tied to the mailbox, so all emails from the 'Accounts' go there, well call this default queue. On the Account create a 1:N from Account to Queues, I'll call it Home Queue, you call it whatever you want. In all of the Accounts select the Queue that is the Queue the Client wants for that Account. I'm guessing you are using Automatic Record Creation to create cases and Routing Rules to route the case. In the Routing Rules if the Account on the Case has a Home Queue route it there otherwise route it to the default queue. Someone will have to monitor Cases that end up in the default queue and update the contact record with an Account (Company Name) and the Account with a Home Queue, so Cases for that Account route correctly in the future.
Unless this Client only has 5-6 Customers and new Customers are not brought on very often, I would not recommend setting it up with a queue for every Account. It is a maintenance nightmare waiting to happen.
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