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Exchange email, Outlook and CRM question RRS feed

  • Question

  • Hello,

    I need an advice regarding deployment of CRM and Outlook. We are running CRM 2011 online. I am wondering what is the best way to achieve the following functionality:-

    Emails comes to support@company.email and from there all is tracked and cases are created. The support email is on exchange server therefore as well as personal technician's emails. I would like the technicians to be able to reply to support emails using the support email instead their personal ones. So, I am thinking about installing the CRM for Outlook 2010 in every machine, and adding second exchange acount for the suppor email so they can send emails from support account.

    The question is will it work? Also how crm will track incoming support emails? Will it track it separately for EVERY inbox (which means each email will be tracked and case created for every running machine)? At the moment all workflows for tracking are on the organisation level.

    Any advice what is the best way to deploy crm to meet my needs?

    Thanks

    Wednesday, April 18, 2012 9:01 AM