英文:
Dynamics CRM + Outlook : Are emails sent via outlook instead of dynamics are always synced
问题
我们在Outlook中有一个共享邮箱。所有到达共享邮箱收件箱的电子邮件都会使用自动记录创建和更新规则转换为Dynamics中的案例。
共享邮箱已在Dynamics中创建并批准为邮箱，并且ARC规则已应用于关联的队列。
我们要求用户使用Dynamics发送电子邮件回复。发件人始终设置为Dynamics中的“共享邮箱队列”，以便跟踪所有电子邮件对话。
问题是 -
然而，我们面临的问题是，一旦电子邮件在Dynamics中创建，它会与客户、用户、联系人、队列等任何地方找到的电子邮件地址匹配关联，这会给用户在回复这些电子邮件时造成很多困惑。
现在我想建议用户切换到Outlook来回复电子邮件，而不是使用Dynamics，但我只想知道如果他们从Outlook回复，共享邮箱和用户邮箱都与Dynamics同步，那么所有这些电子邮件是否会被跟踪到Dynamics中的案例？
我已经测试了这种情况，即当电子邮件到达收件箱时，它在Dynamics中被跟踪，当通过Outlook回复已跟踪的电子邮件时，电子邮件也会在Dynamics中创建。
只是想让社区指导一下，从Outlook回复的方法是否正确？或者是否有我遗漏的可能会引起问题的情况？
任何帮助都将不胜感激。
英文:
Requirement
We have a shared mailbox in outlook. All the emails that arrive in the inbox of the shared mailbox are converted in to a case in dynamics using Automatic Record Creation and Updation Rule.
The shared mailbox is created and approved as a mailbox in dynamics and the ARC rule is applied on the associated queue.
We asked the users to use dynamics to send email replies. The From is always set to the 'shared mailbox queue' in dynamics so that all the email conversation is tracked.
Problem -
However,the issue we are facing is as soon as the email gets created in dynamics.It gets linked to customers,users,contacts,queues wherever the email address match is found out of the box,which is creating a lot of confusion for the users when they reply to these emails.
Now I want to recommend the user to switch to outlook for replying to emails instead of using dynamics however i just want to know if they reply from outlook. The shared mailbox and the users mailbox both are synced with dynamics will all those emails be tracked against the case in dynamics?
I have tested the scenario where in when the email arrives in Inbox. it is tracked in dynamics and when replied to the tracked email via outlook the email gets created in dynamics as well.
Just want the community to guide if the approach to reply from outlook is correct? Or is there a scenario which i am missing out and can cause problems.
Any help would be appreciated.
答案1
得分: 1
你能确认以下内容。
- 动态是否在线？
- 是否在线集成了Exchange？
- Outlook集成是否通过服务器端同步？
对于服务器端同步：
默认情况下，已发送项目文件夹不被跟踪，管理员应能够更改组织设置以启用此功能，跟踪基于用户个人偏好。
请注意，这是全局设置，对所有邮箱都启用。
https://learn.microsoft.com/en-us/power-platform/admin/track-sent-folder-items
英文:
Could you confirm the following.
- Is Dynamics online?
- Is Exchange integration online?
- Is the outlook integration via Server side sync?
For Server-side Synchronization:
Sent Items folder is not tracked by default, administrator should be able to change Orgsettings to enable this, tracking is based on user personal preferences.
> Please note this is a global setting and enabled for all mailboxes.
https://learn.microsoft.com/en-us/power-platform/admin/track-sent-folder-items
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