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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Configure CRM email ro...
Microsoft Dynamics CRM (Archived)

Configure CRM email router to send automatic Emails to customers/clients

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Posted on by Mohammed Hamada 415

We have CRM on premise configured and working now for a month. and we have Exchange on cloud "Not O365" but on a different service. 

I would like to know if it's possible to use CRM e-mail router to send automated replies to customers when they/we open new cases for them!

Is this possible and how to do it ? 

Thanks a lot.

 

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  • Suggested answer
    CRMInnovation.com Profile Picture
    CRMInnovation.com on at

    Yes you can, exchange can be located anywhere.

    There are a lot of resources online that can guide you with the setup.

    edwardsdna.wordpress.com/.../emailrouterconfigurationcrm2011exchangeonline

    or the full installation guide.

    www.microsoft.com/.../details.aspx

  • Mohammed Hamada Profile Picture
    Mohammed Hamada 415 on at

    Hi Jerry, thanks a lot for your help.. I have already configured the mail router but I would like to understand after setting up user's profile to use the mail router how would the automated replies work when I or my customers open a new case? how would they or I be informed that there's a new case have been open!

    this is what i'm trying to accomplish and i'd be grateful for your help.

    thanks

  • Suggested answer
    Community Member Profile Picture
    Community Member on at

    Create a workflow inside CRM hat is triggered when a case is created. Inside the workflow add a step to create   the email. Populate the email with the required fields. Save and activate your workflow

  • Suggested answer
    CRMInnovation.com Profile Picture
    CRMInnovation.com on at

    Mohammed,

    You will do this by workflow.

    1. Create a workflow that fires on create of the new case and sends an email (create within the workflow engine or references an email template you have already created) when the case is created.

    2. Create a workflow that does the same thing but adds a  task for the Case owner.

    The same workflow could do both steps.

  • Mohammed Hamada Profile Picture
    Mohammed Hamada 415 on at

    Hi Jerry,

    I'm really sorry for my late response but I'm having issues as i can't find workflows in my setting page. i have full privilege but still it's not there. not sure if it's an installation issue.

    I have opened another question and will report to u when this is solved.

    thanks

  • Suggested answer
    CRMInnovation.com Profile Picture
    CRMInnovation.com on at

    On the Settings area, go to Processes and then you can create a new workflow.

  • Mohammed Hamada Profile Picture
    Mohammed Hamada 415 on at

    I have had a problem with the Email router as it hangs when I load the data under queue and users tab and the issue turned out to be the password changing for the admin account which is used on the CRM SQL server as well. The SQL services were stopped and I had to change the password of the admin account associated with it.

    Now I reinstalled the e-mail router and reconfigured it and when I click on load data with "Exchange 2010" selected in the Incoming profile it says that "Incoming Status: Failure - The account does not have permission to impersonate the requested user".

    Then when I change it to Exchange online I get "Incoming Status: Failure - The specified object was not found in the store. Verify that the specified user credentials have Receive permission on the target mailbox. Error: ErrorItemNotFound"

    How do I manage impersonation since I don't have access to Exchange Powershell ? I don't have exchange on premise nor Exchange online. My exchange is hosted with another service provider.

    thanks

  • Mohammed Hamada Profile Picture
    Mohammed Hamada 415 on at

    Hi Jerry,

    i'm in the process of creating the workflows but could you please provide me more details as i'm not much experienced with creating workflows.

    I have first created an e-mail template, then went to create new workflow. there are two processes there do I select the e-mail template that I've created to inform the client that a case have been created for them ?

    and is it possible to assign a specific account e.g. (crm@mydomain.com) for cases?

    Thanks

  • Verified answer
    CRMInnovation.com Profile Picture
    CRMInnovation.com on at

    In the workflow wizard you can select a template or construct the email that will be associated with the workflow.

    Assign a specific account? as the sender of the email or the owner of the case?

  • Verified answer
    Mohammed Hamada Profile Picture
    Mohammed Hamada 415 on at

    Thanks a lot Jerry,

    Basically I have to do some other stuff along with the ones you have mentioned. Thanks to Jason Lattimer he have mentioned them in detail.

    A security role assigned to your user needs to have the permission to "Send E-mail as Another User" (Business Management tab).

    As a system admin - open the sender's user record and click on "Approve E-mail" in the ribbon at the top.

    If this user's Outgoing email type is set to use the Email Router - log on to the web interface with this account, under the File menu -> Options -> E-mail tab - make sure Allow other Microsoft Dynamics CRM users to send e-mail on your behalf is check.

    if it is set to use the Outlook client, you will need to access the user's setting from within the Outlook client and make the same update.

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