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Shared Mailbox Tracking CRM 2013 Online RRS feed

  • Question

  • Hi Guys

    I am on CRM 2013 Online integrated with Office 365.  I have an Exchange Mailbox that I am able to track emails from no problem.  I also have access to a shared mailbox where customers log support cases to (support mailbox) which I need to track emails from however when I try to track the emails I get the 'CRM can only track items in the default Outlook store.'.  I have read about delegate access etc. however not sure if this applies to a shared mailbox as the shared mailbox isn't actually a user and instead is just an email address.  Has anyone enabled this and if so advise if there are any additional steps that I must take.

    The customer does not want to use Forward Mailbox or Queues as they don't want all emails to go into CRM, they want to be able to select which emails they want to track into CRM.  I spoke about forwarding the email to personal mailbox and tracking but that was a big NO NO as that meant an extra step.

    Appreciate the help here.

    A

    Monday, July 7, 2014 8:30 PM