Microsoft Dynamics® CRM Training
Email Support for Microsoft Dynamics CRM
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Welcome to the success portal by xRM. This video is regarding e-mail support for Microsoft dynamics CRM. There are some important concepts to understand first. One, CRM is not a mail server does not send e-mail by itself. It relies on assistance from other sysatems to send email. Secondly, CRM is capable of receiving e-mail directly with some configuration. Third, e-mail functionality is achieved with any one of three methods, which we will discuss next. The three methods of e-mail support are as follows: First, Microsoft Outlook Integration. This is the simplest, so we will start here. Essentially, this is a synchronization method. A piece of software is downloaded from Microsoft and installed on a WorkStation. Microsoft Outlook is required. Every 15 minutes emails are synchronized with Microsoft Dynamics CRM. For outbound email from CRM, Microsoft Dynamics CRM uses Microsoft Outlook to send the e-mail, and the e-mail record is created in CRM . Inbound e-mail is achieved through Microsoft Outlook receiving the e-mail and then the synchronization process creates the e-mail record in Microsoft dynamics CRM. The second method of e-mail support for Microsoft dynamics CRM is known as the Email Router. The Email Router is a separate piece of software that is downloaded from Microsoft at no cost, and is installed on a server or a WorkStation. The reason we recommend the installation on a server is so that the e-mail router software is running all the time. The e-mail router acts as a bridge of communication for e-mail between CRM and any given mail server. POP3 e-mail as well as Microsoft Exchange is supported. What this means is that if, for instance, a Gmail server is in use and POP3 functionality is enabled on the Gmail server, then Microsoft Dynamics CRM can synchronize e-mail with the Gmail server. The e-mail router maintains a set of inbound and outbound e-mail profiles and those profiles are created for individual users in Microsoft Dynamics CRM. The e-mail functionality is independent of Microsoft Outlook if the e-mail router is installed and configured. The third method is known as Server Side Synchronization. This is relatively new functionality -- about two years old. Similar to the Email Router, this forms of communications bridge with a mail server and Microsoft Dynamics CRM. Just like the e-mail router, POP3 and Microsoft Exchange is supported. The difference between Server Side Synchronization and the Email Router is that Server Side Synchronization is built into CRM it is not a separate piece of software. This method can be used with all deployment models, whether it's on premise CRM online or partner hosted. (However, for partner hosted CRM contacts and Tasker not synchronize with an office 365 server.) This concludes a high level discussion regarding emails support for Microsoft dynamics CRM please watch the video in its entirety to gain more details about all three methods. Thank you.