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Can you track / promote emails from two Exchange mailboxes in one Outlook profile? What if one is a "shared" mailbox?

Answered Can you track / promote emails from two Exchange mailboxes in one Outlook profile? What if one is a "shared" mailbox?

  • Monday, March 12, 2012 4:56 PM
     
     
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    1) Can you track emails from two Exchange mailboxes in one Outlook profile?

    2) What if one is a "shared" mailbox?  How would we make this work in CRM 2011 for Outlook?

    When attempting one of these, you may get this message: Only items in the Microsoft Outlook store can be promoted to Microsoft Dynamics CRM.

    Answers:

    1) Yes. I've seen a case where two exchange mailboxes in the same Outlook profile could promote / track emails to CRM.  The Exchange mailboxes were exclusive to that user (e.g. joe1@company.com and joe2@company.com), possibly made exclusive somehow in Exchange and in Active Directory.  I think the email accounts set up in Exchange cannot be "global" or "shared" -- the email accounts need to be exclusive to that user in Exchange and Active Directory. You'd then need to add both of the Exchange email addresses to their CRM user record email fields. My real question is #2.

    2) ???


    • Edited by An2011 Monday, March 12, 2012 6:18 PM improve details for #1
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  • Monday, March 12, 2012 7:03 PM
     
     
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    https://rc.crm.dynamics.com/rc/2011/en-us/online/5.1_ctp/casediagram.aspx

    MVD

     
  • Monday, March 12, 2012 7:36 PM
     
     
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    Hi Mark,

    Your link is about the life-cycle of a case. I'm asking about email tracking, not cases.

    Thanks!
    Allan

     
  • Thursday, May 03, 2012 5:51 PM
     
     
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    Hi Allan,

    do you find a solution in the meantime?

    Thanks

    Christian

     
  • Thursday, May 03, 2012 6:04 PM
     
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    The answer I found to my questions is:

    1) Yes, it's possible. I haven't pinpointed how to make it work, but I have seen it working for a company. You may need to ensure both emails are on the CRM user record, showing in their AD user, etc.

    2) Based on my testing, no, this is not possible based on current design. However, I haven't tested setting Outlook Delegate permissions for shared mailboxes to get this to work.  The shared mailbox would probably need its own CRM user record associated with the mailbox email address. You would then need to be a full Outlook Delegate for the mailbox. However, I'm not sure if the local Outlook would let this happen. 

    This is what I would do if playing with Delegate permissions for the mailbox doesn’t work:

    1. Set up a new CRM user with the "shared" mailbox email address (e.g. service@mycompany.com).
    2. Set up a terminal server or remote session with Outlook set up with the "shared" mailbox.
    3. Users then access that server for access to the mailbox. They can then promote emails to CRM from this mailbox.
    • Edited by An2011 Thursday, May 03, 2012 6:20 PM add more info
    • Marked As Answer by An2011 Thursday, May 03, 2012 6:20 PM
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  • Tuesday, October 16, 2012 3:28 PM
     
     
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    Hello Forum

    Any news or updates on that? Still not possible?

    Thanks

     
  • Thursday, October 18, 2012 9:44 AM
     
     
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    what about the solution if we install e-mailrouter and route all e-mails for the "shared mailbox" to a crm queue? then all e-mails are already in crm an we don't need remote desktops and/or outlook rules...

    what do you think about that solution?

     
  • Tuesday, November 27, 2012 11:02 PM
     
     
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    @An2011

    We're facing the same challenges you described above. Any luck with your proposed solution?

    Thanks!