Tracking emails from a shared inbox using the Microsoft Dynamics 365 Outlook App

As a Microsoft Dynamics 365 Power Platform consultant I have lost count of the different Microsoft Dynamics 365 CRM solutions Tecman have delivered where there has been a question over using the Microsoft Outlook app to not only ‘track’ emails from a staff member’s mailbox but also the ability to do this from a shared mailbox. Examples of this might be @Sales/@Customerservice/@service/@info...the list is endless. 

It’s not uncommon for businesses to use shared mailboxes to pick up and process leads and queries between the team. It works (to an extent) and everyone can see (within reason) what needs dealing with next. 

So naturally when a Dynamics 365 CRM solution is due to be implemented in the business, it makes sense to track the ‘required emails’ from the shared mailbox into Dynamics 365 CRM, creating leads, cases, accounts, contacts or just associating the email with an existing record. 

You may have searched the internet for solutions, but nothing has really jumped out? 

Well, like most, I also searched for an answer and came across this… 

https://learn.microsoft.com/en-us/dynamics365/outlook-app/enable-delegate-access 

a Microsoft article, which left me a little unsure of what was actually being explained. 

Let’s break it down 

'Set up delegate access to allow someone to track information in your Dynamics 365 apps using Dynamics 365 App for Outlook. When you set up delegate access it gives someone permission to act on your behalf. For example, you might want an assistant to create and respond to email or meeting requests for you and then track the information in Dynamics 365 apps using the Dynamics 365 App for Outlook'.

This sounded like what I needed, but the caveat came at the bottom of the article: 

'1.1.1 Are shared folders supported as part of the delegate access feature? 

No, to understand the difference between shared folders and delegate access, see  Manage another person's mail and calendar items'.  

I think what Microsoft are referring to here as a shared folder, actually means a shared mailbox.

Question is, can you do it?  

Well, the answer is yes! But the gotcha here is that although the mailbox can still be called info@/sales@ etc with the same delegated permissions but it can’t be a shared (free) mailbox as it needs have a licence assigned. Now this can be just a Basic or Exchange only licence to give it a mailbox in M365. 

The reason for this is that you need to be able to connect (approve) it in Dynamics 365 CRM, and test and enable, just like you would with any mailbox. The second element is it needs the Dynamics 365 Outlook App deploying, just like you would with any user mailbox. To achieve this, you need to assign it a Dynamics 365 CRM licence - team member is enough.

Okay, I can assign a licence to my shared mailbox and convert it to a regular mailbox, but will it break it in any way? 

No, it won't as long as you assign a licence before converting it to a regular mailbox, it will function as is and the existing delegated permissions (as in who can access it) will remain. 

So, I have done that, what next? 

The mailbox should now appear in the email settings within Dynamics 365 CRM for you to approve and test and enable. 

Allowing Delegate Access within Dynamics 365 CRM

Now go here: https://github.com/seanmcne/OrgDbOrgSettings/releases/ 

and download and install this solution:

Once you have the managed solution installed you need to update it via the legacy interface.

As per this article you need to add and set the following to ‘True’. 

TrackAppointmentsFromNonOrganizer and DelegateAccessEnabled settings and set both to True (if not already set to True) and then select Update.

Now save and publish the solution.

Now open, your outlook and add the mailbox. 

Now you will see your mailbox down the left side:

Tracking the email from the mailbox:

Email showing as tracked in Dynamics 365 CRM from the Sales@ mailbox. 

If you are interested in this type of functionality, please reach out to your customer engagement manager. 

Or if you're new to Tecman or Microsoft Dynamics 365 CRM, please feel free to get in touch.