Determining E-mail Access for Your Organization
People in your organization can send or receive e-mail with Microsoft Dynamics CRM Online and the messages are saved as e-mail activities. If your organization does not use Microsoft Dynamics CRM Online to send or receive messages, then you do not need to do anything further and the rest of this topic does not apply.
Important If someone on your system tries to send e-mail, and the system is not set up correctly, the e-mail record status may show as "Sent", but a warning will indicate that the e-mail is waiting to be submitted.
When to install Microsoft Dynamics CRM Online for Outlook
If your organization already uses Outlook for e-mail, then add Microsoft Dynamics CRM Online for Outlook. Manage your e-mail messages with your Microsoft Dynamics CRM Online items.
More information: Install Microsoft Dynamics CRM for Outlook
When to install Microsoft Dynamics CRM Online E-mail Router
Install Microsoft Dynamics CRM Online E-mail Router if any of the following are true:
- Your organization does not have Microsoft Exchange and uses a POP3 service.
- The e-mail account is on a computer that is not monitored or is sometimes turned off. This can be an issue for e-mail accounts used with queues. A queue requires a computer that is always on.
- Your organization uses forward mailboxes. Queues frequently use them.
- Your organization has workflows and scheduled jobs which send an e-mail message from users whose computers may not always be turned on, such as laptops.
Configure user records
For all users and queues, the e-mail access configuration needs to be set to reflect how their e-mail is being managed.
More information: Work with Your User Record and Work Hours