Help with E-Mail Router/Queue Best Practices RRS feed

  • Question

  • I am a little confused on best practices regarding e-mail integration and queues.

    Currently, every e-mail from a user ends up as a Queue Item in the user's personal queue.

    In practice, our users are using outlook, usually without CRM integration to send and receive e-mails.

    In a perfect world, correspondence to any CRM e-mail record (Contact), etc, would automatically be associated as an activity with that contact for the user who sent it, but it would not show up in the users Queue, as there isn't anything for the user to do at that point - we simply want it as history.

    Can anyone advise what I am doing wrong or if I am looking at the problem the wrong way?

    Tuesday, June 12, 2012 9:48 PM