This article describes how to set up a queue in Microsoft Dynamics CRM 2015, using the Email Router to receive email.


 

Prerequisites

 

- Email Address for inbound queue

- CRM Business unit already created

- Owner to assign queue to



A. Create the Email Router User

 

1. Log into your CRM tenant using an administrative level user.



2. Along the top ribbon, Select the Microsoft Dynamics CRM drop-down menu and choose Settings.

 


3. Now Select the Settings drop-down menu, navigate and choose Security.


 

4. Within the Security section, select Users.




5. You can now create the Email Router user by selecting + New at the top of the screen


6. You must now fill in the required fields for the EmailRouter user to be configured correctly.


User Name: EmailRouter@yourdomain.com

Display Name: Email Router




7. From within the User Creation record, navigate to the bottom of the screen and Select Administration. Under Administration you will need to adjust adjust the following fields.


Access Mode: Administrative

License Type: Administrative

Email Access Configuration Mailbox: Email Router Exchange user


Note: The Email Router user must be a real user mailbox with at least a POP3 Access Type. This is for authentication purposes.





8. Select Save located at the top.


B. Configure Queues in CRM web browser tenant

 

Note: You must have the email address you will be using for the inbound queue already created.

 

1. Log into your CRM Tenant site with the Email Router user you created.

 

2. Along the top ribbon, Select the Microsoft Dynamics CRM drop-down menu and choose Settings.

 


3. Now Select the Settings drop-down menu, navigate and choose Business Management.

 


4.  Choose Queues to open all available or configured queues.




5.  Create a new queue by clicking + NEW. The following settings will need to be configured. Items may differ from setup to setup and it is assumed you will customize this to your specific needs.

 

Summary


Name: (Anything)

Type: (The type of queue. Either Public or Private)

Business unit: (depends on your setup)

Incoming Email: (The email address that will be receiving the messages)

Owner: (Depends on your setup. i.e EmailRouter Admin User)
Description: (Optional Field)


Email Settings


Convert to e-mail activities: (depends on your setup)

Mailbox: Must be the Email Router Exchange mailbox user.

 

6. Select Save & Close when finished.

 

Repeat this process to for any additional queues.

C. Submit A Request to have the Email Router Configuration Profile created for your Organization

 

Open a ticket and send the following email to the support team.

 

I have followed all the steps in the KB article "Using the Email Router to Route Inbound Mail to a Queue in Microsoft Dynamics CRM 2015." Please publish the Email Router for [Insert email address for Email Router]".