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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Email configuration / ...
Microsoft Dynamics CRM (Archived)

Email configuration / customer service

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Posted on by Emmanuel Barache

Hi there,

As you probably know, within a customer service, agents needs to reply to mail not from their own address but on the address of their team or customer group. They could also be a part of several groups.

I would like to know how to configure CRM in order to :

  • allow agents to reply from a generic email address (this would be the default)
  • allow agents to choose which generic address to use, depending of the group they acting for. This could be a queue address for example.
  • allow agents to change default in order to reply on their own

This is a basic behavior in customer service and I am surprise not find this information easily.

Thanks for your feedback guys,

Emmanuel BARACHE

CRM Consultant

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  • Verified answer
    Community Member Profile Picture
    Community Member on at

    You can use multiple queues for generic email addresses. You can create a business rule where you can check if the To field does not contain any data, the fill it with a default queue (I have not done this but think it should work).

  • Emmanuel Barache Profile Picture
    Emmanuel Barache on at

    Hello Vikas,

    Thanks very much for the feedback.

    In reality, I am currently testing to be able to send from a queue.

    I did not set up a business rule to automatize but I change the from on the mail form with the queue account but even with a system administrator role, I get an error trying to send !

    I saw information about how to configure to send a mail using another user address (the user can allow that in his personal options) and there is a privilege for that in security role, but I did not manage to find out how to allow users to send from a queue address. If you can point me on the appropriate setting for that, I would appreciate.

    Thanks,

    Emmanue

  • Community Member Profile Picture
    Community Member on at

    I am not sure about it needing a privilege. Did you approve the email address of the queue?

  • Emmanuel Barache Profile Picture
    Emmanuel Barache on at

    Yes, absolutely, it is approved !

  • Emmanuel Barache Profile Picture
    Emmanuel Barache on at

    Hum ! I don't know what to say. I dit test that again (replace "me" in the "from" with the queue mailbox). It worked ! Yesterday, I was experimenting errors on that...

  • Emmanuel Barache Profile Picture
    Emmanuel Barache on at

    Well, it works on my dev instance but on the test instance (configured the same way), I receive a message telling :

    Access denied!

    You don't have enough privileges to access to perform the desired operation!

    I am just system administrator, it is actually quite confusing.

  • Emmanuel Barache Profile Picture
    Emmanuel Barache on at

    I realized that the problem that I describe is not a send issuebut a save issue.

    To be more specific, I could check that I am able to send or reply to mails, no problems.

    On the test instance (it is configured the same way and I have sysadmin privileges), I am able to send a new mail but when I try to reply, I receive a message (the one I described just on y previous post) and the technical detail says "Cannot update subject or description unless email is in draft status".

    The problem is that the message is in draft status, so I should not receive the message.

    Any idea ?

  • Emmanuel Barache Profile Picture
    Emmanuel Barache on at

    Vikas, I wanted to tell you that I tried to implement your proposition but in business rules for entity email, to and from fields are not exposed on the list of modifiable fields !

    Too bad, so I am going to try with a JS.

  • Community Member Profile Picture
    Community Member on at

    Yes, the other option would be JS only.

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