MB2-710 – Manage mailbox records and email

As I revise for the MB2-710 exam I’m creating posts covering all aspects of my revision. Hopefully collectively they may help others prepare for the MB2-710 certification. (Microsoft Dynamics CRM 2016 Online Deployment.)

In this post, I will look at how to manage mailbox records and email.

As I often like to do before commencing on a revision topic, let’s look at the skills measured statement that I am going to cover in this post;

  • Manage mailbox records and email
    • Describe synchronization methods for incoming and outgoing email; configure the default synchronization method for users and queues; describe mailbox records; configure approval for email addresses

Synchronization Methods

Synchronization methods are used to define how incoming and outgoing emails are processed for a user or queue. Each mailbox can have a separately defined method for incoming and outgoing mail.

Methods include;

  1. None
  2. Microsoft Dynamics CRM for Outlook
  3. Server-Side Synchronization or Email Router

Plus, for incoming mail you can opt to use a forward Mailbox. (Additional details for forward mailboxes is given later in this post.)

Notice that the synchronization method is set on the mailbox record associated with the queue or user. (This is CRMs definition of the mailbox and shouldn’t be confused with the actual mailbox in Exchange!)

Setting the incoming mailbox method to none implies no incoming mail is to be tracked for this mailbox.

The method of “Microsoft Dynamics CRM for Outlook” allows the locally installed CRM Outlook Client to synchronize mail.

The “Server-side Synchronization or Email Router” option implies a centralised approach to synchronization. Note, that only one option exists for these two methods as you must use one or the other. Server-side synchromization and email router cannot be used at the same time.

Forward Mailboxes

Often each user will have dedicated mailboxes, so that each user has an individual email address. (and mailbox configuration.)

With a forwarding mailbox, large numbers of users can be configured to link to one forwarding mailbox. One mailbox is configured as a forward mailbox; then multiple users forward their mail to that forwarding box for tracking in CRM.

The advantage being there is only a need to configure one mailbox but the disadvantage being you sacrifice the ability for users to individually send emails from CRM.

In a call center, you could configure everyone to use a forwarding mailbox. This would work because in this scenario synchronization of individual appointments, contacts and tasks is not essential. But in a sales environment, each field sales person would need a personalized view of their contacts and appointments. Meaning a forwarding mailbox would not be appropriate for them.

Don’t forget that a mixed deployment is possible. With some users working with a forwarding mailbox and others having individual mail accounts.

If using forward mailboxes with server-side sync, you will need to create a forward mailbox record for each forward mailbox. But you do not need a forward mailbox record when using the email router.

Default Synchronization Method

The synchronization method needs to be defined on each individual mailbox. However, if you need to administer large numbers of mailboxes most of which will have the same settings a default profile can be defined. See below how within system settings we can configure default sync methods.

Having set these defaults all new mailboxes will inherit these settings, existing mailboxes are unaffected.

Maintaining and Approving Mailboxes

When a queue is created (or a user) a mailbox record is also created. See below that I have created a queue to handle support queries. A mailbox called “Email Support” was automatically created as the queue was created.

Opening the mailbox, you can see that I have set incoming and outgoing email to use server-side synchronization.

Now I need to approve and then test & enable the mailbox before it can receive email. The test can take a few minutes but once complete you will see the status on the mailbox update. (Tip:
You might have to refresh the CRM page a few times!)

This process of approving email and test & enable of the mailbox must be completed before any workflows or record creation rules can work with this mailbox.

Tip: The requirement to approve mailboxes before processing messages in the email router or server-side synchronization can ve controlled in the system settings. (As shown below.)

The approval process exists as any user who has permission to update a user or queue can change the email address on that record. Forcing the changes to be approved on the mailbox by an administrator prevents unauthorized changes to email addresses. Only users that have the “Approve Email Address for User or Queues” privilege enabled in their security role can approve the mailboxes.

I have previously described mailboxes / email when revising for earlier exams. In addition to the information in this posty you may find those earlier posts useful.

Hopefully this post has explained the key details you’ll need to know about mailbox records and email, whilst preparing for your MB2-710 exam. J

4 thoughts on “MB2-710 – Manage mailbox records and email

  1. Pingback: MB2-710 – Complete Revision Guide | Microsoft Dynamics CRM and Unified Service Desk

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