Much has been written about how Dynamics 365 can handle complex email processing, convert emails to cases, automatic rules for converting them, etc. One thing I noticed was missing was how to configure a Queue and a Mailbox for simple email processing.
You are a small to medium sized business and you have a customer support email box where your customers can email you an issue for a response.
Note: These instructions are designed for a Dynamics 365 online environment only. It is assumed that the CRM instance is online, and your Exchange is also online. If you are on-premise, this tutorial may not apply to you. [ and I can’t test it since I don’t have direct access to one, sorry… 🙂 ]
- You must already be a Dynamics 365 system admin
- You must either be an Office 365 global admin, or know one that can assist you.
- You should have access to the shared mailbox, or know someone who does that can verify that it’s working.
Navigate in Dynamics to Settings, Business Management, Queues
Select New to create a new queue.
- Name :: This should reflect something about the queue/mailbox being setup. In our scenario, we are going to call this queue Customer Support.
- Type :: This should be set to Public.
- Incoming Email :: This should be the email address for the mailbox that is being monitored. In this scenario it’s a firstname.lastname@example.org mailbox.
- Owner :: Typically a Dynamics Admin, but could also be another Dynamics user (e.g. Support manager?)
- Description :: (Optional)
- Convert Incoming Email to Activities :: This is typically set to All email messages.
Once the queue is created, it will also create a related Mailbox. In these next steps we will configure that mailbox. Click on the Mailbox name underneath the Convert Incoming Email to activities field to access the mailbox.
Note: For this first step, you will need to either be an Office 365 Global Administrator, or be able to get one to help you. If it’s not you, you will need to get them to login to Dynamics and follow this step.
Access the mailbox record and press the Approve Email button.
Ensure that the Incoming Email field is set to Server-Side Synchronization or Email Router.
(Optional) If you are also going to reply to email using the same email address, also set the Outgoing Email to Server-Side Synchronization or Email Router. This will allow your Dynamics users to reply anonymously and have replies go back to the original mailbox.
Save the Record.
Next you will have to test and enable the mailbox. Click the Test and Enable Mailbox button in the ribbon bar.
Note: Depending on your Office 365 tenant, the test may take up to 15 minutes. You can refresh the browser page showing the mailbox and check the status of the test.
Once the mailbox is tested successfully, you are ready to start accepting E-mails. Anything sent to the mailbox will now show up in the new Queue that was created.
- Navigate to Service, Queues
- Select the All Items View
- Select the new queue that was just created
So we did a number of things here, but the basics are that we now have a simple way to have all emails sent to a common mailbox become activities in Dynamics 365. We can convert them to cases, attach them to existing records by setting the Regarding on the emails, etc.