Recently for we came up with the requirement of having a generic Support email, where our customer can send support-related emails, that's all should be the purpose of this email. so we decided to create a shared mailbox and the reason
-> It doesn’t require any license.
-> and don’t require any credentials, we can add member in this shared mailbox that way concern member can tag along with the email.
-> In this whole process member can send email from his individual mailbox or by support email, everything will be tracked in CRM until support shared email is involved.
Shared Email can be created from admin.microsoft.com
- Sign in with a global admin account or Exchange admin account. If you get the message “You don’t have permission to access this page or perform this action,” then you aren’t an admin.
- In the admin center, go to the Groups > Shared mailboxes page.
- On the Shared mailboxes page, select + Add a mailbox. Enter a name for the shared mailbox. Then the wizard chooses the email address, but you can edit it.Reference : Click Here (Microsoft)
Or use a company provided shared mailbox also called Group email
-> A default Mailbox can be used of register Domain of CRM org
1) Go to cPanel -> Email Accounts to create a group email address for example “SupportGroup@dvmske.com”.
2) Go to cPanel -> Mail -> User-Level Filtering -> Select “SupportGroup@dvmske.com” and click on Manage Filters.
Step 2: Create a New Queue in Microsoft dynamics 365
- Sign in to Microsoft dynamics 365 CRM org and Navigate to Setting
- In the setting, go to the Business Management > Queues
- Click on NEW
Step 3: MailBox configuration and Approve email
Once Queue is created it will auto-create mailbox, just check bellow things
- Mailbox is configured with
- Mailbox Email is approved (Requires global admin or Exchange admin permission)
