Hello,
We are trying to setup a way for our Support@company.com email address to sync with CRM Support Queue, which based on the rules we set will create a case or just be an email to review in the queue. We use CRM online 2016 and Office 365/Exchange online.
So far I have set up the Queue and synced it with a (user) test email address. I ran into a few problems that I would like some guidance on from here.
Problem 1: I am using my email as the test email in our Sandbox environment. When I get an email it does hit the queue as expected. It will sit in the queue as an email due to the rules I set. The issue is that I have my outlook opened and see there are many other emails that came in that have not hit the queue. This will be an issue for our support team when we move to production instance, if emails are falling through the cracks. Any ideas why this is happening?
Problem 2: We use Office 365 groups and assign our support team to the group. They all then have access to the Support@Company.com email as well as their individual email in their outlook client . What is the best way to sync this with CRM? Is a forwarding mailbox necessary, ext... If it is not possible to use a group mailbox in CRM what is best practice to setup a support email that will sync to the support queue to utilize CRM record update/creation features? From O365-Mailbox setup - CRM queue.
Thank you for the help!